We are IntouchCX, where innovation meets industry, where dreamers meet doers, and where scale meets soul. We are revolutionizing the global customer experience across all industries, delivering value-driven CX management, digital engagement, and AI and automation solutions to the world’s best-known brands. We are partners in long-term growth, helping to scale and optimize our partners’ CX through our data-driven and brand-specific approach. We immerse ourselves in their worlds with curiosity, creativity, and innovation to deliver exceptional results. By providing actionable insights, we drive team performance and ROI alignment to meet our partners’ strategic goals. We tailor our programs to ensure end-to-end consistency, team well-being, and cultural alignment with their organizations. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
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In the ever-evolving landscape of CX, brands constantly seek innovative ways to balance efficiency with empathy. While Generative AI has emerged as a powerful tool, it's crucial to remember that technology alone cannot fully replicate the nuances of a real connection. That’s why a human-machine teaming approach allows brands to harness the power of AI-driven insights while ensuring customers receive the authentic, personalized support they crave. Our latest blog post delves into this dynamic interplay between technology and soul. Read our newsletter below.
Fore-get work, it's tee time! 🏌️♀️ ⛳ This annual golf tournament in Winnipeg, hosted by our awesome EX team, was more than just a game; it was a chance to connect with colleagues from around the globe, share laughs, and soak up that team spirit. Because we know that a strong team (and a strong swing!) starts with well-being and camaraderie!
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On a special trip to see Carlos Alcaraz prevail on the red clay, I watched Ford vs Ferrari and the iconic red folder scene. In the movie, the red folder details the racing program's status and must pass through various management levels before reaching Henry Ford II. Matt Damon’s character advises Ford to cut the layers and engage directly, removing the proverbial red tape. Reflecting on this, I felt confident that IntouchCX doesn't have these layers; we've scaled with our soul, right? Then, in typical fashion, I started worrying. My inner voice reminded me of conversations with the team saying, "we have too many layers," or clients saying, "we don't understand your layers." Meanwhile, I'm often told I shouldn't HAVE to do things like calling customers or analyzing program performance—rely on the layers, they say. So, what's the extreme of no layers? We have 30K employees in over 30 locations. Can they all report to one person? That seems impractical. The challenge is to have structure without feeling layered. As "layers, layers, layeeeeeers" echoed in my head, my thought was that you need structure and levels, but avoid "layers" as best you can. To do this, I believe you need leaders that care about and immerse themselves in what they do. They need to love the grind of being in the business, getting closer to the action as they grow, and focusing on what should be done, not what shouldn’t. IntouchCX is surrounded by such people. We make mistakes and are far from perfect, but we have a culture of action over reaction and a love for the grind. After Carlos beat Jannik Sinner in the semi-finals, he was asked about the difficult moments of the match. He said he loved the torture; and that you have to love those moments to win. This from a 21 year old. To scale with your soul, I think you must love the trenches, the grind and embrace the constant evolution of the industry.
¡Hola México! IntouchCX has officially arrived! 🚀 This expansion isn't just about growth—it's about welcoming a vibrant new community to our family. The spirit and passion of our Mexican team significantly enriches our diversity that makes us stronger together. We're excited about this significant milestone and are ready for the best chapter yet! #IntouchCXMexico
The modern workplace is facing a significant mental health crisis, compounded by a shortage of accessible professional care. This is impacting well-being and requires organizational intervention. SuperpunchCare, an intelligent stress detection tool, directly tackles this challenge. By proactively engaging with users, it seeks to reduce and prevent the impacts of stress, improving long-term mental well-being. Check out our latest infographic to learn more about this innovative AI-powered tool 👇 https://lnkd.in/gNiTnvVY
Celebrating Success and Team Spirit! 🎉💪 We came together on-site to celebrate our Stevie Awards achievements and the fantastic teamwork that drives us forward. A big shoutout to our amazing IntouchCX communities in Egypt and Malaysia for their outstanding contributions. Here’s to many more moments of shared success and camaraderie!
Wearing blue to bring awareness to autism 💪 Last month, our Brain Power community hosted an inspiring panel featuring individuals on the autism spectrum. To show our support, we all wore the color that symbolizes understanding and organized a banner activity where everyone shared powerful messages. Understanding starts with acceptance 💙