Podcast ¦ CX Files: Erin Broecker – Teleperformance – Using Content To Learn More About CX

Key Take Aways

1. The importance of international participation in outsourcing events, as highlighted by Nearshore Nexus.
2. The growing trend of using multimedia, particularly podcasts, to communicate key trends in the CX sector.
3. The role of thought leadership in differentiating companies in the CX industry.
4. Teleperformance’s focus on content strategy to enhance its market position.
5. The significance of planning for future customer interactions in CX management.
6. The shift from traditional sales pitches to informative and educational content in business communications.
7. The integration of AI tools to enhance content creation and output.
8. The necessity of diverse content formats to cater to varying audience preferences.
9. The value of partnerships with credible institutions for thought leadership content.
10. The role of concise and impactful content in engaging modern audiences with shorter attention spans.
11. The use of social media, particularly LinkedIn, for disseminating thought leadership content.
12. The strategic layering of content partnerships and in-house content to maximize reach and impact.

Key Statistics

• Teleperformance produced 17 white papers last year.
• Content consumption preferences have shifted, necessitating shorter and more varied content formats.

Key Discussion Points

1. The relevance of outsourcing events like Nearshore Nexus in the CX industry.
2. The evolution of podcasts as a key communication tool for trends in CX.
3. The impact of thought leadership on brand perception and market differentiation.
4. The role of content strategy in enhancing Teleperformance’s market presence.
5. The need for CX companies to plan for future customer interaction trends.
6. The transition from sales-focused to educational content in business services.
7. The use of AI tools to increase content production efficiency.
8. The importance of creating diverse content formats to meet different audience needs.
9. The benefits of partnering with reputable institutions for enhanced thought leadership.
10. The necessity of concise content to engage audiences with limited attention spans.
11. The effectiveness of LinkedIn in promoting business-related content.
12. The strategy of combining content partnerships with in-house content for broader reach.

Podcast Description

This episode of the CX Files delves into the critical role of content strategy in the customer experience (CX) management sector. Hosts Mark Hillary and Peter Ryan discuss the significance of thought leadership, the evolving landscape of multimedia communication, and the strategic importance of planning for future customer interactions. Featuring an insightful interview with Erin Broker, Senior Director of Global Content Strategy at Teleperformance, the podcast explores how companies can leverage content to enhance their market position, the shift from traditional sales pitches to educational content, and the integration of AI tools to boost content creation. Additionally, the discussion highlights the value of strategic partnerships and the use of social media platforms like LinkedIn for disseminating thought leadership content. Tune in to learn more about the best practices and future trends in content strategy within the CX industry.