Navigate Cultural Changes with Ease with Sarah Quinn, VP of Global AI/Digital/CX Sales at TELUS International

Sarah Quinn, VP of Global AI/Digital/CX Sales at TELUS
International, shares fascinating insights from an impressive
career working with household-name brands - from McDonald’s to J.
Crew, to Airbnb, and more. In this episode, Sarah discusses how
successful (and not-so-successful) brands navigated significant
past changes in public behavior, plus why CX teams should embrace
AI to avoid irrelevancy. 


About The Guest:


Sarah Quinn is the VP of Global AI/Digital/CX Sales at TELUS
International and previously has provided a broad range of
strategic consulting services for Fortune 500 companies and more.
Sarah began her career as a Direct Marketing superstar, going on
to become a proven high-impact turnaround sales strategist in the
B2B and B2C enterprise space, helping increase both her
employer's and client's bottom line.


Key Quotes:


“It's not what people like that's the most important. It's what
they don't like that might be the most important…When
people love you, they love you. Like political parties, if I'm a
Democrat or Republican, I'm going to vote one way or the other.
It's easy to find people firmly on this side or that side, but
it's not easy to find people that might go on either side. That's
also a part of a marketer's struggle. To understand what they
don't like, to me, is as important as what they do.”


“When I say the comment, ‘The customer's always right,’ we know
they're not always right. But, it's how do you make them feel
like you hear them and you understand, and how do you sway them
to maybe understand they're not right?”


“If the last two years didn't prove to marketers that you just
can't depend on the environment or history or anything, then I
don't know what will. Those that come to the top will come to the
top, and the two words I keep saying are agility and
flexibility.”


Time Stamps:


*[1:15] Sarah’s role at TELUS International


*[3:50] Biggest changes in CX from the past decades 


*[6:33] Tools for getting to know your customer better


*[14:57] Outdated CX techniques 


*[16:438] Times regression-modeling worked wonders


*[20:57] What’s next for TELUS International 


*[21:49] The future of CX trends


*[26:50] Engaging across generations with the same message


*[35:40]  Advice to staying agile and flexible during
cultural change 


Links


Connect with Sarah on LinkedIn

Connect with Phil on LinkedIn

Follow Phil on Twitter



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