OneTAKE

 “[The outsourcing] industry has been so resilient through everything and continues to just create opportunity and connection and value.” Debi Hamill, CEO of IAOP Welcome to OneTAKE Live! In this episode, host Ian Barkin speaks with Debi Hamill, CEO of IAOP, about the history and evolution of outsourcing and how IAOP has created four Centers of Excellence (CoEs) that are focused on digital technologies, the future of work, collaborative supplier governance, and impact sourcing — all of which are actively defining the industry’s future. Once referred to as the “strategic use of outside resources,” the outsourcing industry — and outsourcing as a profession — has come a long way. In a rapidly evolving business climate, successful outsourcing is a team effort powered by the ongoing collaboration of customers, providers, and advisors. But as much as outsourcing has changed, the industry’s impact has only continued to grow, whether through digital technologies or efforts like impact sourcing, now sometimes referred to as socially responsible outsourcing. Each of IAOP’s CoEs are critically important to outsourcing, though from Debi’s perspective, collaboration is the driving force. When IAOP met to define their approach to their collaborative supplier governance CoE, Debi says, “They decided, let’s start with where we all can agree. It’s collaboration, between these partners, whether it’s the buyer and the provider partnering, or providers partnering to support the buyer in a multivendor environment. So let’s start there, because nothing can be more important than that.” A trailblazer for the outsourcing industry, Debi and her team at IAOP work together to ensure that outsourcing professionals have the resources they need to create meaningful partnerships and achieve impactful business results. Join us and discover how the future of outsourcing is being driven by collaboration, what outsourcing may look like post-pandemic, and how IAOP is creating a framework for professionals to follow on OneTAKE Live!   Episode Resources   IAOP.org Jobs.SYKES.com   

 “Most of my career I’ve spent in the media and entertainment industry or technology. I think what’s so interesting about media and entertainment is how it has infiltrated other sectors as well. … It’s the primary way that we communicate today.”  – Kathy-Anne McManus, Chief Customer Experience Officer & Strategic Vice President at Avid   Welcome to OneTAKE Live! In this episode, host Ian Barkin sits down with Kathy-Anne McManus, chief customer experience officer and strategic vice president at Avid, to discuss the brave new world of digital customer experience (CX), what it takes to innovate process and strategy alongside technology, and the cultural shifts that will need to happen to get there. Don’t miss it!   True companywide digital transformation requires much more than just upgrading front-end technology or adopting flashy new digital tools, it’s a whole-company realignment — a cultural shift — that starts from the top down. To succeed, enterprises will need to begin not only reconsidering organizational strategy in the context of digital capability, but also how the experiences of customers will transform along the way.   “Our digital transformation journey — there’s not a single piece of our business or a single employee that will not be impacted in a positive way — it touches everyone in the company,” Kathy-Anne explains. “It’s continuing to innovate, but we have to have a user experience strategy. And it’s wise now to get the customer voice, not just through support and, ‘oh I’ve got a problem and I need it fixed.’ We want the voice in every step of that journey … that’s actually quite a cultural shift, right? Because now, you’re thinking about everything that you do — the impact to the customer. … The innovation in that user experience is now equally as important in the company (as the technology), and that’s what we’re working on.”   A multimedia expert, Kathy-Anne previously worked as a leader for major corporations like Adobe and Ericsson before bringing her extensive talents to Avid. As a leader, she has remained continually committed to promoting, growing, and expanding digital capability in the CX space.     Join us and learn more about what it takes to transform both employee and customer experiences through technology on this episode of OneTAKE Live!  Episode Resources SYKES    Jobs.SYKES.com    SYKES Quarterly    Avid (Twitter)     

 “There’s a lot of data-rich, insight-poor environments that exist in the world. And part of our job at Kinsa, and part of the job of our public health colleagues, is to make the data accessible. It’s not data for data’s sake. It’s insight.”  – Inder Singh, Founder & Chief Executive Officer of Kinsa  Welcome to OneTAKE Live! In this episode, host Ian Barkin sits down with Inder Singh, founder and CEO of Kinsa, to discuss the entrepreneurial journey of Kinsa from idea to product, why it’s important to democratize information and insights, the value data holds for the future of healthcare, and much more.     Did you know you can help save the world just by taking your temperature?     With Kinsa’s revolutionary smart thermometers, every time a user checks their temperature, that data is tracked and added to real-time viral heat maps that enable customers to track and avoid areas where illnesses are spreading. And through careful scientific analysis and data forecasting, that information isn’t just being used to track epidemics, pandemics, and spreadable disease — it’ll eventually help to prevent the spread of illness entirely. That’s the power of data at work, but more than that, it’s the power of collaboration, as Inder explains:    “You want to solve any problem in the world? Any big hairy problem in the world? Whether it’s climate change, or whether it’s getting ahead of outbreaks? You need a coalition: a network of people who are cooperating and collaborating — and that’s the core of what we’re creating … that’s why giving insights back to individual households is so important.”     Prior to founding Kinsa in 2012, Inder served as an executive vice president of Access Programs and Market Dynamics for the Clinton Health Access Initiative, Inc. (an initiative of the Clinton Foundation). A data science and healthcare expert, he continues to further his goal of contributing to better public health through the innovative products and services Kinsa creates.     Join us and discover how technology and data science are creating a better future for healthcare on this episode of OneTAKE Live!   Episode Resources SYKES    Jobs.SYKES.com    SYKES Quarterly    Inder Singh (Wikipedia)  Inder Singh (Twitter) 

“[Millennials] have had a chance to take on leadership opportunities at a very young age in this community because the folks that have been in this community a long time want to mentor and nurture the next generation.”  -Aakash Patel, Founder and President of Elevate, Inc.   Welcome to OneTAKE Live! In this episode, host Ian Barkin sits down with Aakash Patel, the founder and president of Elevate, Inc., to discuss what it takes to build a strong enterprise community, the value of entrepreneurial thinking in business, the keys to developing opportunities for mentorship, and much more!     Mentorship and community are vital when it comes to running a successful company — after all, it takes a village. But when it comes time to start finding mentees as a leader, or begin breaking the ice in your local business community, it can often be very difficult to know where to start.     Thankfully, we have Aakash to show us the way. He’s an expert at building the business bridges that enterprises need to thrive in vibrant, diverse communities. And from his incredible work in Tampa — and all over the world —  he’s learned that many of the opportunities to grow your brand and mentor others as a business leader exist in your own backyard:    “That’s my way of telling each and every one of you who are watching today,” Aakash explains. “In your community, if you’re volunteering — that’s networking and that’s building a brand, and that’s building a reputation to help make your community better.”     A true visionary for the Tampa Bay area, Aakash provides essential guidance to local business owners and actively serves on local advisory boards, where he works to make a difference through making impactful connections. Aakash has been recognized as a rising entrepreneur, and was recently published in the Tampa Bay Times, where he shared his thoughts on the public perception of millennials.     Join us and discover how community involvement and mentorship have the power to foster meaningful growth for aspiring (and established) entrepreneurs on OneTAKE Live!    Episode Resources SYKES    Jobs.SYKES.com    SYKES Quarterly    Elevate Facebook  Elevate Twitter  Elevate Instagram   Aakash Patel Twitter   Tampa Has Swagger Twitter  Aakash Patel’s Column in the Tampa Bay Times   

“With the pace of change — I think, without argument — being faster than it’s ever been, and the pace of innovation being the same, it requires that we build organizations that can seize opportunity as it presents itself and stave off issues as they present themselves; because each of those will be appearing more rapidly today than in the past.”  – Peter High, President of Metis Strategy  Welcome to OneTAKE Live! In this episode, host Ian Barkin welcomes back Peter High, president of Metis Strategy and host of the Technovation podcast. This time around, they’ll be discussing Peter’s new book, the state of digital transformation today, and why organizational nimbleness will be a crucial variable for survival ahead.    In today’s business environment, it’s important to be nimble — but that doesn’t just mean being fast. Organizational nimbleness means constantly being prepared to pivot, never settling for business as usual, and adopting a mindset that sees change as an opportunity to build something better. True nimbleness as a company can be difficult to achieve, but your ability to manage change quickly and efficiently is directly connected to the survival of your business, as Peter explains:     “This is not a natural state of being — this is not a comfortable way of managing, necessarily — but boy, it sure is necessary. When you compare 1955, when the average company in the S&P 500 remained there for 61 years, to today, when the average tenure is closer to 15 — wow, you really need to make sure that you are the one that is doing the reinvention and that you’re the one that’s pushing your company to compete with itself.”      In addition to Peter’s work with Metis Strategy and his podcast, he’s also a regular columnist for Forbes. His third and latest book, Getting to Nimble: How to Transform Your Company Into a Digital Leader, is now available on Amazon.   Join us as we learn more about the value of organizational nimbleness in the future of work on OneTAKE Live!  Episode Resources SYKES    Jobs.SYKES.com    SYKES Quarterly    Getting to Nimble: How to Transform Your Company Into a Digital Leader

 “You’re only going to maintain a subscription if you keep that customer satisfied throughout the lifecycle. No longer do we have the convenience of selling software upfront and then walking away and letting a partner implement it. Now, we’re on the hook for customer satisfaction as much as our partners — or anyone else is.”   – Martin Mrugal, Chief Customer Innovation Officer at Citrix    Welcome to OneTAKE Live! In this episode, host Ian Barkin sits down with Martin Mrugal, chief customer innovation officer at Citrix, about what it means to deliver a truly seamless experience, how technology is enabling collaboration in the future of work, and much more!    Teamwork makes the dream work, but with many of us still working remotely — in some cases hundreds of miles from each other — collaboration can get complicated. That’s why the tools we use to communicate and work together are so important. And as the nature of work continues to change, the tools we use now won’t just change the way we work together, but also the way we work going forward.    “I think we’re just scratching the surface on the future of work. I really do. I think the pandemic kind of forced everyone to think about work, and how we work,” Martin explains. “Thinking about the collaboration tools and capabilities, how do we make that design-thinking session much more intuitive and easy going forward as we’re driving innovation for the company? And how do we accelerate digital transformation not just across the workplace, but really, across the enterprise?”    An expert with more than 30 years of experience transforming and aligning entire enterprises, Martin has most recently brought his collaborative talents to Citrix as their chief customer innovation officer. Now that Citrix has acquired Wrike, Martin leads the go-to-market strategy and integration efforts between the two merging companies and works to bring about a more team-oriented future of work through technology.     Join us as we learn more about the future of collaboration at work on OneTAKE Live!  Episode Resources SYKES    Jobs.SYKES.com    SYKES Quarterly    Martin Mrugal (Twitter)     

“If a pandemic is not waking you up from your catatonic coma of how awful, perhaps, your leadership has been … you really have to ask yourself, ‘Why are you a leader?’ I fundamentally believe that the reflection that we’ve had over the past year … it’s a chance for us to do good in that redefinition.”  – Dan Pontefract, Founder & CEO of the Pontefract Group    Welcome to OneTAKE Live! In this episode, host Ian Barkin speaks with Dan Pontefract, the founder and CEO of The Pontefract Group, to discuss the role of caring in leadership, what it means to have true empathy, and the value of putting people first.    True empathy as a leader means putting yourself out there, embracing change, remaining curious, and always being a champion for the people who share your mission. It’s tough — but worth it. And when it comes to your bottom-line, caring isn’t just a nice-to-have.    “You have a fiduciary responsibility as a leader to check in on the soul, the psyche, the wellness, of your team members.” Dan says. “I do care, I do want to care, I should care, because if I see when you’re debilitated, or if there’s a mental health or wellness issue, then I know that typical performance is going to lag and sag, so maybe I do have a responsibility here to be a human being in that relationship.”    Dan has built an illustrious career and media empire communicating the value of empathy and humanity in leadership through his many best-selling books, TED talks, and keynote speaking engagements. His latest book, Lead. Care. Win. How to Become a Leader Who Matters is now available on Amazon.    Join us and find out how the simple act of caring can mean all the difference on OneTAKE Live!   Episode Resources SYKES    Jobs.SYKES.com    SYKES Quarterly    LeadCareWin.com (mentioned)  Dan Pontefract (Twitter)  Dan Pontefract (Instagram)  Dan Pontefract (Facebook)  Find Dan on Clubhouse by searching @danpontefract. 

“What we’re doing is not ‘academic’ … this is giving them an opportunity to go out and get a job. This is where these mentorships get much bigger than just ‘educating students’; this is a real opportunity to make a huge impact.”  – Jon Browning, CEO of Global Mentorship Initiative    Welcome to OneTAKE Live! In this episode, host Ian Barkin sits down with Jon Browning, CEO of Global Mentorship Initiative (GMI), to discuss the incredible rise of impact sourcing, how one-on-one mentorship can change lives globally, socially responsible outsourcing, and much more!    You don’t have to own a foundation or run a charity to make a difference. Mentorship, impact sourcing, and socially responsible hiring practices are just a few of the incredible ways that companies and individuals alike can work to help make the world a better place. And even though you’re giving back, really, everyone wins:    “There’s such an opportunity for the BPO industry to make a difference when it comes to things like impact sourcing,” Jon says, referring to the work that he has already done with companies like SYKES. “The reason we ask people to look closely at impact sourcing is because not only is it good for the workers, it’s good for their communities. It provides job opportunities — good job opportunities — but it’s actually good for business too … so, it’s the best of both worlds.”    Following an impressive 24-year career with Microsoft, Jon founded the Global Impact Sourcing Coalition in 2015. Today, as the CEO of GMI, Jon works to connect underprivileged students with mentorship opportunities around the world.     Join us and learn more about the power of mentorship, impact sourcing, and all the ways that businesses can help contribute to a more sustainable world on this episode of OneTAKE Live!     Episode Resources SYKES    Jobs.SYKES.com    SYKES Quarterly    The Global Mentorship Initiative (website)  The Rockefeller Foundation (website)  Kakuma Refugee Camp (mentioned by Jon, information from the UN Refugee Agency)  IAOP Impact Sourcing Awards (mentioned by Jon)  Become a Mentor (GMI)   

“We’ve always said that the call center is the voice of the company, but you don’t really realize it until you see the impact of the data you’ve been able to expose. We call it: ‘actionable intelligence insights.’”  – Wayne Ramprashad, Chief Product Officer at Voci Technologies Inc.    Welcome to OneTAKE Live! In this episode, join host Ian Barkin as he sits down with Wayne Ramprashad, chief product officer at Voci Technologies Inc., to talk about the future of speech-activated automation, how technology will speak to us in the digital future of work, and much more.     Have you spoken to your computer lately? As it turns out, they’re pretty good listeners. Advanced voice recognition algorithms are making it possible for the technology we use to understand us, help us, and even chime in when we need it. And since computers don’t need rest or sleep, they’re the ultimate assistants in the increasingly digital future of work.     “The complexity of the things that customers are calling for is going up every day. Our problems don’t get easier; they get harder,” Wayne explains. “But the agents are going to be more able to focus in on the experience and be nudged in the right direction. I think that’s going to be the real difference in the future: having that real-time coach — and brain — and everything else running behind you; it’s just going to completely change the landscape of how we talk to customers.”    Wayne has an impressive history of experiences with major organizations like IBM, AOL Time Warner, Comcast, and even the New York Stock Exchange (NYSE).    Join us and find out more about the future of voice in the digital future of work on OneTAKE Live!      Episode Resources SYKES    Jobs.SYKES.com    SYKES Quarterly    Voci Technologies Inc.   

 “The three big bits in our mind that you’ve got to get right are: the market, the team, and then the economics of the thing — does it all stack up? If you don’t have one of those, then you probably don’t have an investable proposition.” – Henry Alty, Investment Director, Gresham Ventures  Welcome to OneTAKE Live! In this episode, join host Ian Barkin as he sits down with Henry Alty, investment director at Gresham Ventures, to talk about the rapidly accelerated marketplace of today, the role of automation in the future of work, and what it truly means to make a smart investment in an organization.   It can be hard to predict the future of work — but that doesn’t mean it’s impossible. Investment firms and venture capitalists make their living on their uncanny ability to see the future, and sometimes their predictions can be incredibly accurate even after a chaotic year like 2020. So, what do these modern-day fortune-tellers think is coming next now that everything has changed so dramatically?   “Everything’s kind of been dragged forward by two years, three years, five years in the course of 12 to 18 months,” Henry says, referencing the large-scale digital acceleration efforts that many companies have embarked on since the onset of COVID-19. “I think, in a way, it’s just pulled everything forward. It’s accelerated everything. And if you think about the kind of areas that we were already looking at — which is process automation, intelligent automation, workflow management — all of that stuff is so much more important now than it’s ever been.”  An expert at investment and strategy, Henry possesses a unique understanding of what it takes to survive in the hyper-competitive marketplace of today. Now the investment director at Gresham House Ventures, he manages a £10 million investment portfolio, funding businesses focused on tech and financial services sectors in the U.K.  Join us and find out what’s likely coming next in the future of work and how you can best position your organization to be prepared on OneTAKE Live!   Episode ResourcesSYKES  Jobs.SYKES.com  SYKES Quarterly  Henry Alty’s LinkedIn Gresham House Ventures Website  

“I’m so excited about this role because I love the mission of CloudFactory. … We have thousands and thousands of these workers that do things like data annotation and data processing for CloudFactory’s clients, and the kind of transformation that CloudFactory has brought to these folks’ lives was so inspiring.”  – Keith McCormick, Chief Data Science Advisor at CloudFactory  Welcome to OneTAKE Live! In this episode, host Ian Barkin speaks with Keith McCormick, the chief data science advisor at CloudFactory, about the complex world of big data, the value of democratizing analysis in an organization, how best to utilize analytics as a predictive tool, and much more!   There’s more data online than ever before — and when you apply just the right predictive model, sometimes it’s possible for organizations to effectively predict the future itself.   But you don’t start with a model; you start with raw, unstructured data. And selecting what variables you consider is where it gets complicated, according to Keith.  “There are still things that humans do so much faster and so much more effectively than the machines, and you’re selling the model short if you don’t widen the data set with those additional sources of information,” Keith explains, referencing an exercise he uses to teach data set modeling where students are asked to design a system to predict lost baggage at airports. “You could look at things like, ‘When did I check in?’ ‘When was the time of the flight?’ ‘Was there a connection?’ You can build a model just based on that structured data, but if you want a really good model, somewhere in there, there was a customer service interaction the day before the flight — you know, something like, ‘Am I allowed to bring this with me?’ or whatever. And if you bring that data in, then you’re going to do better.”   Join us and learn more about how big data and complex analytics are changing how we predict what’s coming next in the future of work on OneTAKE Live!  Episode ResourcesSYKES  Jobs.SYKES.com  SYKES Quarterly  IADSS CloudFactory Keith McCormick LinkedIn Course (Mentioned) Mark Sears OneTAKE (Mentioned) Ian Barkin LinkedIn Learning: Introducing Robotic Process Automation (Mentioned)  

“We represent physicians in all practice settings in all specialties all across the country, but when you really think about consumer brands and understanding experiences, it’s really about people’s beliefs and attitudes — and so you really have to start there.” – Todd Unger, Chief Experience Officer & SVP of Marketing & Member Experience, the American Medical Association Welcome to OneTAKE Live! In this episode, Ian Barkin sits down with Todd Unger, chief experience officer and senior vice president of Marketing & Member Experience at the American Medical Association (AMA), to talk about digital experiences in the medical field, the innovative ways tech and big data are making a splash in healthcare and telemedicine, and much more. Come listen, STAT! Even in medicine, the experience you provide matters. Though we might use different words in different industries when we’re looking for help, like “customer” or “patient,” at the end of the day, we’re all people — human beings in need. And that’s why healthcare workers are so important. When we’re hurt, suffering, sick, or just not feeling our best, we’re lucky to have healthcare workers and their supporting staff always at the ready to assist.  Similarly, when healthcare workers, and especially doctors, need help, the AMA provides a comparable service — ensuring that the brave individuals who save lives daily always have access to the help and assistance they need. And how do they do that? The same way doctors care for their patients: by getting to know them.  “I think that’s the most important part of when you talk about experience. People tend to always skip right to the product — like, ‘let’s talk about the experience.’ Listen, let’s start with our audience, and really understanding them.” Todd says. “It goes back to my days at Procter & Gamble and Leo Burnett — using audience segmentation to really understand who it is that you’re talking to, and of course, experience grows out of that.” Having formerly worked with big names like A+E’s Lifetime network, AOL, and Time Inc., Todd brings an impressive understanding of consumer experiences into the medical world. By applying his many skills acquired from a successful career in private industry, Todd is at the forefront of the next generation of digitally focused changemakers ushering in the next phase for healthcare, provider, and patient experiences.  Join us and learn more about how leveraging data and working to understand the people you serve can make all the difference in their experience on OneTAKE Live!  

“What orchestration means is creating that structure — and that governance — to get the best version of getting the right resource, and the right work, in the right place and in the right time.” – Kit Cox, Founder & CEO of Enate  Welcome to OneTAKE Live! In this episode, join host Ian Barkin in a discussion with Kit Cox, the founder and CEO of Enate, about what it means to truly orchestrate the implementation of automation and artificial intelligence (AI) in an organization, and why it’s important to continually look for ways to innovate digitally.  Plenty of companies want the fast, efficient boost that automation and AI are capable of imparting in business, but few organizations possess the follow-through to ever fully realize their digital transformation dreams. To truly capture the power of AI and automation, it’s going to take careful orchestration and hard work. So, where should businesses start?  Beginning the process is easy, as Kit explains: “Basically what we mean by orchestration is taking ownership of (how) whatever resource — whether it’s a person, or a digital worker — does what work, and when. Simple as that.”   But as easy as it may seem to get started, there’s going to be a lot of trial and error ahead. AI and automation don’t get implemented overnight, or sometimes even on your first try. “That’s how innovation happens; innovation is just structured failure. That’s all it is. If you’re not failing, you’re not innovating, you’re just doing stuff that everybody already knows about,” Kit says.   Kit is the founder and CEO of Enate Limited, which manages digitally augmented workforces while offering a fully realized digital service orchestration platform to help improve both processes and service delivery models for clients. By tailoring advanced AI and automated solutions to meet individual business needs, Enate works to enable fast and effective digital transformation for a plethora of clients in diverse industries.   Join as we learn more about what it takes to orchestrate true digital transformation on OneTAKE Live!   Episode ResourcesSYKES Jobs.SYKES.com SYKES Quarterly Kit Cox (LinkedIn) Kit Cox/Enate Twitter Enate Enate (YouTube)  

 “Customers are like, ‘yeah, you had better make it easy, and if it’s not easy, there’s other people that make it easier, so I’m out,’ even if your product is great — it’s the battle of experiences.” – Tracy Robertson, Global Vice President of Customer Experience & Marketing at Kimberly-Clark Professional  Welcome to OneTAKE Live! In this episode, all about both digital transformation and exceeding customer expectations, join host Ian Barkin as he sits down with Tracy Robertson, the global VP of Customer Experience (CX) & Marketing at Kimberly-Clark Professional!   While hard work can often be rewarding, having to work hard during an experience with a brand can be a real pain for customers. They expect things to be easy — and won’t hesitate to jump ship if you can’t match the speed, efficiency, or outstanding experience that digitally driven legacy brand can offer. To keep up, it’s going to be vital for brands to work toward a fundamental, core-level digital transformation with a focus on convenience, agility, and outstanding CX.  “We all today want what I call, a ‘brainless transaction.’ If we have to think, or it requires more than one click, I’m done. I’m not doing that. I’m going to go for the easiest thing possible; life is too hard.” Tracy states, putting herself in the shoes of the average consumer. “That’s the standard that’s being set for us. Like, good enough and great? That’s not even the standard anymore — it’s exceptional and easy.”   Prior to being named the global vice president of CX and Marketing at Kimberly-Clark Professional, Tracy spent nearly a decade as the VP of Global Digital Transformation at GE, where she closely managed digital transformation efforts for GE business units around the globe. An expert at managing and influencing positive change within organizations, she currently works to help bring the voices of customers to the forefront of CX strategy at Kimberly-Clark Professional.   Join us as we learn how digital transformation can help make your experiences easier (and your customers happier) on OneTAKE Live!  Episode ResourcesSYKES Jobs.SYKES.com SYKES Quarterly Tracy Robertson (LinkedIn) Customer Experience — It’s Not a Diet, It’s a Lifestyle (Article by Tracy Robertson mentioned in the episode) The First 90 Days: Getting Your Customer Experience Transformation Right From the Start (Article by Tracy Robertson mentioned in the episode)  

“I’ve always had a passion for customers, and a reoccurring theme in my career is: If you put the customer at the forefront of your strategy, your strategy will be a winning one.” – Alice Sesay Pope   In this episode of OneTAKE Live, join host Ian Barkin as he speaks with Alice Sesay Pope, the senior vice president and global head of contact centers for Visa, about the transformative power of keeping people first.  We all strive for excellence in what we do, but what does “excellence” really look like now that the working world is rapidly digitizing? Plenty of companies are focused on their customer satisfaction (CSAT), Net Promoter Scores (NPS), and even customer effort scores (CES), but with all the digital change happening everywhere you look, what’s the most valuable metric for companies looking to thrive in the new digital marketplace?   According to Alice, it’s less about the numbers and much more about putting people at the forefront of everything you do: “Even though ‘passion for excellence, service from the heart’ was something that was developed years ago, as I look back on this year, and all the challenges that the people around the world have faced … Wow.” Alice continues, “Those interactions that truly demonstrated that people care — that’s a human element. To me, those are the best, and that’s what really distinguishes organizations that deliver a great experience.”  Prior to her incredible work promoting human-centric transformation at Visa, Alice worked with several other major companies, like USAA, Capital One, and Microsoft. Her book, Transformation From the Inside Out, utilizes Six Sigma principles to provide leaders with the tools they need to begin effectively and efficiently transforming toward award-winning customer experiences (CX).  Join us as we rediscover the human element and its impact on CX in the digital age on OneTAKE Live!  Episode Resources SYKES Jobs.SYKES.com SYKES Quarterly Alice Sesay Pope’s Website Transformation From the Inside Out (Amazon)  

 “Be scrappy. Just try something — see if it works. If you can try two things at the same time so you can compare, that’s even better.” – Gabriele “G” Masili   In this digitally focused episode of OneTAKE Live, host Ian Barkin discusses artificial intelligence (AI), augmented customer experiences (CX), and the complex world of digital transformation with Gabriele “G” Masili, vice president and chief technology officer (CTO) of the Customer Experience and Success organization at Microsoft.  Starting down the path toward true digital transformation can be daunting. There’s a lot you have to consider when you bring CX to the digital realm. Should you start with an app? Focus on self-service options? Or should you begin the process of implementing chatbots or support options enhanced by AI?  Ultimately, it doesn’t matter where you begin, according to G, so long as you get started: “Start small — don’t wait. Don’t try to figure everything out; don’t try and boil the ocean. Just identify one or two small opportunities that can be attacked in an agile manner, then, go after them.” G elaborates, noting the power of experimentation in the process of crafting next-level CX: “Throw away the things that are not working and double down on the things that are indeed working.”   Formerly having worked with big names like GE and Amazon, G has plenty of experience strategically augmenting enterprise-level CX digitally. Now the VP and CTO of Microsoft’s Customer Experience and Success organization, G leads both the digital and data teams in their efforts to create and enable intelligent CX solutions companywide.  Join us to find out how you can begin charting a path toward real, impactful digital CX on OneTAKE Live!  Episode ResourcesSYKES Jobs.SYKES.com SYKES Quarterly OneTAKE Live Past Episodes (Mentioned at the open of the show) Microsoft LinkedIn 

“What I do is, I try and make Ian be the best that he can be — and in doing that, we’ve worked with a really great team.” – Shay Washington  Welcome our special 50th episode of OneTAKE Live! In this celebratory show-about-our-show, host Ian Barkin thinks back on the first 50 episodes with the help of two of the incredibly talented SYKES employees that help bring the show to life: Shay Washington, the podcast producer, and Jim Ramer, the senior manager of creative solutions!   Making an episode of OneTAKE Live is no easy feat. There are guests to schedule, plenty of research to prepare, and a myriad of technical marvels necessary just to get the show on the air — and it’s all done live! So, to help us all at home learn a little more about all the work that goes into each episode of OneTAKE live, and to discuss memorable moments from the last 50 episodes, we’ve invited two of our show’s producers to give us an inside look. According to Shay and Jim, there was certainly a learning curve, but also plenty of great things on the horizon.   “I definitely learn a lot with all the different formats and platforms, and we’re definitely way further than we were — and we know much more.” Shay explains, taking a moment to consider all of the amazing guests and improvements that OneTAKE has experienced since its inception. “I’m excited to see where we will continue to go.”   “Now, we’re very happy with the platform we’re on right now and they’re constantly making upgrades — so far, it’s been pretty smooth.” Jim adds, recounting many of the technical upgrades that the show has received since the premiere of OneTAKE nearly a year ago.  In addition to speaking with Jim and Shay, we’ll also be naming our first ever OneTAKE Live “superfan” — a fan we’ve identified who’s been watching, enjoying, and supporting the show since episode one.   Join us and learn more about all the work and creative efforts it’s taken to get to our 50th show on this special episode of OneTAKE Live!  Episode ResourcesSYKES Jobs.SYKES.com SYKES Quarterly OneTAKE Live Past Episodes OnBrand Apple Podcasts (Mentioned) OnBrand Podbean (Mentioned) OnBrand Spotify (Mentioned) ChillinInTheShade.com (Shay’s Website)  

“The reality is, you’re in the last 1/10 of a mile in the marathon — and that’s where all the money is made.” – Luke Williams  Welcome to OneTAKE Live! In this episode, host Ian Barkin speaks with Luke Williams, the senior vice president and distinguished principal of the XM Institute at Qualtrics, about what it takes to deliver experiences that rise above the fold and keep customers coming back.  Have you ever stopped to wonder what makes your customers loyal to your brand over your competitors’? Is it your product? The price? Or is it something else entirely?  According to Luke Williams, it’s a little bit of all of the above — but you should never underestimate the power of intentionally considering customer experience (CX) as a crucial part of the product suite or services you offer. While good service might not have a price tag or visibly add to your bottom line, it is how your company builds long-term loyalty. “When the product is highly fungible, the service becomes the differentiation,” Luke explains, highlighting how even the small differences between brands can mean a leg up over the competition. “The person picking up the phone is the product — they’re the problem solver.”  In addition to Luke’s work creating next-level experiences with Qualtrics, he is also a New York Times and USA Today bestselling author for his book The Wallet Allocation Rule, and a BookScan bestseller for his co-authored book Why Loyalty Matters. Beyond his successful books, Luke also writes periodically for several academic and trade publications, including the Harvard Business Review.    Join us as we find out what it takes to create helpful, memorable experiences for customers that can set your company apart on OneTAKE Live! Episode ResourcesSYKES Jobs.SYKES.com SYKES Quarterly Qualtrics The Wallet Allocation Rule: Winning the Battle for Share (Amazon) Why Loyalty Matters 

 “If I had a hundred dollars to spend on my business, I would put $90 of it into making things easy — making sure things work.” – Michelle Buretta  In this episode of OneTAKE Live, join host Ian Barkin as he chats with Michelle Buretta, senior manager of CX analytics and customer improvements at Lenovo, about carefully studying consumer interactions to vastly improve customer experience (CX) outcomes.   Great customer experiences can appear effortless, but the process of improving and refining your CX strategy can be a complex task with many variables to consider. You have to figure out how to best price your product or service, how to support customers beyond the point of sale, and how to plan for the problems consumers aren’t even facing yet. If you can’t find a balance, it can all fall apart.   But many companies are overthinking it, according to Michelle. To her, it’s less about creating something complex, or priced effectively for the marketplace, and more about creating an experience for customers that is simple, effective, and most important — easy.   “Ease of use is, to me, the most important thing,” Michelle explains, contrasting fast, simple, or easy experiences against the concept of “wowing” or “delighting” your customers with flashy gimmicks or door-buster sales. “Price matters, but if you’re clicking and clacking and having to reset your password a bunch of times, or you can’t get a hold of someone, at the end of the day, I think people by and large would pay a little bit more just to know that they’re going to get their things by Christmas, or that if there’s an issue, someone is going to help them.”   Currently the senior manager of CX Analytics and Customer Improvement with Lenovo, Michelle got her start in the world of academia — and now applies many of the principles she’s learned in her study of sociology and educational theory to radically improve the way brands interact with customers.   Join us as we find out how creating ease for customers can revolutionize customer relationships on OneTAKE Live!  Episode ResourcesSYKES Jobs.SYKES.com SYKES Quarterly Michelle’s LinkedIn Lenovo  

“We’re in the midst of an industrial revolution, which means, essentially, the change that is going to be necessary is going to be much bigger — and is therefore going to need much more help — than traditional change.” – Tony Saldanha  In this episode of OneTAKE Live, host Ian Barkin speaks with Tony Saldanha, President of Tranformant and Co-Founder of Inixia Inc. about what digital transformation actually means, why so few companies seem to be able to achieve it, and how businesses can prepare for the tech-revolution ahead!  The fourth industrial revolution is here — and this one has all the world-changing potential of the first three. To keep up, companies will not only need to transform their processes digitally, but also their mindsets and strategies as well.   To get a better idea of what businesses will need to accomplish in order to navigate this revolutionary period, we asked Tony Saldanha; a globally recognized author, speaker, and expert in all things digital transformation. According to him, companies will need to gain a shared understanding of what digital transformation truly means before they can actually begin the process of changing. “That’s issue number one with digital transformation.” Tony explains. “If you cannot define it precisely, you’re going to fail. Don’t get me wrong, you may have a successful pilot, a successful rollout of technology, but against the goal of transforming yourself to survive and thrive in an industrial revolution, you will fail.”  Previously having spent over 27 years with Procter & Gamble in a variety of digitally focused leadership roles, Tony is currently the president of Transformant as well as co-founder of Inixia Inc. As a speaker and author, Tony travels the world providing businesses and leaders the tools and strategies they need to create real, impactful digital change withing their organizations.  Join us as we learn more about this revolutionary period of digital transformation on OneTAKE Live!  Episode ResourcesSYKES Jobs.SYKES.com SYKES Quarterly Transformant Why Digital Transformations Fail: The Surprising Disciplines of How to Take Off and Stay Ahead (Amazon) Inixia Inc. 

“My perspective is that customers are really loyal to an experience more than they are necessarily to a brand.” – David Brain  Welcome to a special two-for-one episode of OneTAKE Live!   In this unique episode of Two — er, OneTAKE Live, host Ian Barkin has invited both David Brain, chief digital officer at SYKES, and Victor van Baal, the managing director at Qelp, a SYKES company, to speak about the launch of SYKES Digital Services and what they see ahead for the future of work.   SYKES Digital Services is a new partnership of SYKES companies dedicated to optimizing customer experiences as well as creating real digital transformation alongside partners. By leveraging all of the tech talent SYKES has accumulated over years of strategic acquisitions and focusing it on specific, customer-first digital goals, SYKES Digital Services hopes to revolutionize the way customers interact with brands.  But how do they plan on doing that? According to Victor, it will be by putting customers first and keeping them as the central focus of each digital effort. “End-user-first has been with us since we started, and it’s probably the most important value that we have. It’s something we recruit on, it’s something we measure ourselves on, it’s something we talk about with customers,” Victor explains, highlighting the need for customer-centricity in the quest for better customer experiences (CX).  “SYKES is a customer experience management company, but it’s always been at that intersection of customer service, digital, and disruption since day one,” David adds. “We’re trying to really take that legacy forward and making sure that as we do that, we are staying true to what we are experts in.”  As the president and managing director, respectively, of SYKES Digital Services, David and Victor will be ushering in a new digital age for SYKES and our partners — working exclusively on tech-based initiatives like artificial intelligence (AI), intelligent automation (IA), machine learning (ML), and any other technologies that affect CX. With two veteran tech strategists at the helm like David and Victor, SYKES Digital Services is poised to disrupt CX-as-usual through the creation of innovative, cutting-edge digital services and solutions.   Join us as we learn more about SYKES Digital Services, as well as what it will take to create outstanding experiences for customers in the future of work! Episode ResourcesSYKES Jobs.SYKES.com SYKES Digital Services  About SYKES Digital SYKES Quarterly Intelligent Automation, co-Written by Ian Barkin (Amazon)  

“That’s probably the most important thing — understanding (customer) personas is where you need to start. It’s not a one-size-fits-all.” – Bernard Slowey  In this episode of OneTAKE Live, host Ian Barkin sits down with Bernard Slowey, the senior director of global support — digital transformation at GitHub, to talk about the future of self-service and customer experiences, and what it really means to meet the needs of a diverse customer base.  Don’t hide your humans! While plenty of people like self-service, helpful user guides, or chatbots, others still want the personal touch of a human agent when they seek out customer service. Is your company making it easy for your customers to find the type of support they’re looking for?  According to Bernard Slowey, very few customer support plans today are taking the time to consider the value of giving customers what they actually want: “If you start off thinking about, ‘How are we going to deflect customers,’ you’re going to do the wrong things.” Slowey adds,  “I’m the type of person that will do anything I can to self-serve, but if I need the human being — if I want to talk to an agent — don’t make it hard for me.”   Now the senior director of global support with a focus on digital transformation at GitHub, Bernard previously spent almost 15 years at Microsoft designing digital customer support experiences and studying all the unique ways customers interact with brands. In his current role, he drives digital transformation to augment support experiences and create meaningful relationships with customers.  Join us and find out more about the future of digital customer experiences on OneTAKE Live!  Episode ResourcesSYKES Jobs.SYKES.com Bernard Slowey’s LinkedIn 

 “At the end of the day, be nice. Customers start with a problem. They want to be happy when it’s all over with. Anything in the middle — that can change all it wants to change.” – Shep Hyken  In this episode of OneTAKE Live, host Ian Barkin discusses customer service, customer experiences, and all the innovative new ways companies can start prioritizing convenience with Shep Hyken, chief amazement officer at Shepard Presentations, LLC.   These days, it’s not good enough to just meet the needs of your customers and call it a day — you have to truly amaze them if you want to see repeat business. Is your CX charting a path toward better? Or business as usual? Where should companies even begin?  To find out, we asked Shep Hyken. He’s a longtime expert who has dedicated most of his life to studying and creating outstanding CX, starting his first business as a magician at age 12. Since then, he’s spoken all over the world, written several insightful books, and authored countless impactful articles teaching business leaders and companies the transformative power of CX.   “People say, ‘Where do I start?’ And I say, “Why don’t you look at the journey that your customers take with you?’” Hyken says, emphasizing the importance of viewing customer service holistically. “What happens when they have a problem? What’s that journey look like? What does the repeat customer journey look like? So there’s multiple journeys, but when you start to look at that, you can say, ‘Okay. This is the way we’ve been doing it — is there a better way?’ Now we’re designing a better process.”  Join us to learn how reimagining your CX can help build long-term customers on OneTAKE Live!   Episode ResourcesSYKES Jobs.SYKES.com  Shep Hyken’s Website Shep.tv (YouTube) BeAmazing.tv Shep Hyken’s Books  Amazing Business Radio (Shep Hyken’s Podcast) Shep Hyken’s Instagram Shep Hyken’s Recent Interviews Shep Hyken’s LinkedIn 

“I do the things I love; it inspires me, and I want to inspire others.” –Peggy Smedley  In this episode of OneTAKE Live, host Ian Barkin discusses digital acceleration, the Internet of Things (IoT), and the power of stories with Peggy Smedley, president and editorial director of Specialty Publishing Media and host of The Peggy Smedley Show.   Automation and connected tech have been catalysts for tremendous digital acceleration. Every day, more and more devices and people are connecting to one another, revolutionizing human capability, communication, and the way we work. In the fast-approaching “better normal,” AI and automation can give humans the power to radically change the world in brand new ways, so how should companies best prepare for this time of rapid digital transformation?  According to Peggy Smedley, the key to thriving in a digital-first future will be focusing on sustainability, circularity, and keeping people first. While automation is making it possible to accomplish unprecedented things, any new technology will need to be used responsibly. “With great technology comes great responsibility.” Smedley explains. “The more we automate, the more we advance our society, the more we take away from our society. We have to kind of balance it.”  An expert in all things tech, Peggy was one of the first to write about the potential she saw in machine to machine (M2M) and IoT technology and has been at the forefront of tech trends as a journalist for more than two decades. Her podcast, The Peggy Smedley Show, has produced 690 episodes and counting, and she continues to create and influence groundbreaking content as the president and managing editor of Specialty Publishing Media.   Join us as we discover how connected tech is revolutionizing the way we view the future of work on OneTAKE Live!  Episode ResourcesSYKES Jobs.SYKES.com Constructech Connected World The Peggy Smedley Show Specialty Publishing Media 

“I believe that right now we’re at that crossroads of refining the practice of customer experience.” – Geriel Thornburg May  In this episode of OneTAKE Live, join host Ian Barkin as he discusses the many factors that must converge to create a dynamic customer experience with Geriel Thornburg May, worldwide director of customer service for Lenovo.    What’s the most effective way to create exceptional customer experiences (CX)? Should you focus on offering fast, helpful support? Improving products or services? Or is it all about relationship management and outreach?  According to Thornburg May, all of the above. She believes it’s a team effort — and that every part of a business is connected in some way to its overall CX.   A company’s CX is a lot like a river, Thornburg May explains: “There are a lot of tributaries, or streams, that come into that river. And those are these various disciplines.” She explains, “For example, operational excellence and process management, quality management, understanding and making your process predictable … there are so many other streams, and I think together they create an experience that can be delivered at the end with a splash, if you will, for customers.”   Currently the worldwide director of customer experience for Lenovo, as well as the founder of her own consultancy firm, Thornburg May knows what it takes to bring a company’s CX to the next level. In the past, she has worked with big-name companies such as General Electric, Accenture, and Fidelity Investments.   Join us to learn how companies can converge to produce outstanding CX on OneTAKE Live!  Episode ResourcesSYKES Jobs.SYKES.com Geriel Thornburg May’s LinkedIn ThornburgMay Solution Consultants LinkedIn ThornburgMay Solution Consultants Website Lenovo 

“If you can’t get excited about what’s going on, then I think you’re missing something … I believe there’s far more to get excited about.” – John Healy  In this episode of OneTAKE Live, host Ian Barkin sits down with John Healy, vice president and managing director of Kelly OGC at Kelly Services to discuss what the future of work entails, how the culture of work is changing, and the innovative new ways companies can empower their workforce.    The pandemic has been a catalyst for intense acceleration. Practically overnight, companies transitioned to work-at-home models, adopted emergent communications technology, and have had to rethink everything about the way we work. Rebuilding the workforce post-pandemic will require a radically new approach — and some outside-the-box thinking.  Fortunately, we have John Healy to help guide us through the chaos. As a leader at Kelly’s Office of the Future of Work, he knows a thing or two about what tomorrow’s workforce might look like. According to him, this time of rebuilding presents a unique opportunity for leaders and employees alike to rethink their processes: “Fixing something like that is a genuine opportunity for so many people in the process. Not just for employers or for staffing companies,” John explains. “It’s good for society.”  In his role as the vice president and managing director at Kelly, John studies not only the future of the workforce and technology, but also the workplace and social norms. He believes that it’s possible to leverage talent to create business communities that value improvement, accountability, and opportunity.    Join us as we learn about all the ways work and the workforce are evolving on OneTAKE Live!  Episode ResourcesSYKES Jobs.SYKES.com John Healy’s Twitter John Healy’s LinkedIn Kelly  

"I think the biggest thing for me is being able to help people.” – Laurent Pierre Jr.  In this episode of OneTAKE Live, join host Ian Barkin as he discusses customer experiences, the impact of COVID-19, and the revolutionary flexibility of the cloud with Microsoft Azure CXP General Manager Laurent Pierre Jr. With distancing still keeping many of us out of the office, collaborating in the age of COVID-19 can be a challenge, but what if it didn’t have to be? What if you could rapidly deploy entire virtual centers of operation in areas with little more than an internet connection? That’s the power of the cloud — and companies everywhere are taking note.  To find out just how influential the cloud is, and how it’s aided businesses post–COVID-19, we asked Pierre, who said that the real game-changing power of the cloud is its ability to create a connected culture of collaboration. “We’ve seen something that would normally take five to six years to do; we’ve done it in maybe two to three months,” he said. “And it’s not just a soundbite. It’s true. In the eight months I’ve been here, I’ve witnessed Microsoft collaborate across the globe.”  Formerly working as a program director for IBM, Pierre is no stranger to revolutionary tech. In his current role, he works to strategically lead a global team delivering world-class Microsoft Azure support through innovative products, scalable engineering systems, and data-driven decision-making.   Join us to learn all the ways technology is augmenting collaboration despite distancing on OneTAKE Live! Episode ResourcesLaurent Pierre Jr.’s LinkedIn Laurent Pierre Jr.’s Twitter 

“There’s so much opportunity for entrepreneurs right now to build something great for the future of work, or just for the future of humanity in general.” – Tim Salau  In this episode of OneTAKE Live, host Ian Barkin discusses innovative tech-enabled leadership, learning, and teaching strategies with Tim Salau, CEO and co-founder of Guide and the self-proclaimed “Mr. Future of Work.”   Don’t just train your employees — empower them! In the future of work, technology has the ability to augment the way we learn, teach, and even lead others. To get ahead, companies will need to leverage dynamic, efficient, and innovative leadership and training to equip employees and enable growth. But where should you begin? How can companies and leadership best prepare today for the quickly evolving marketplace of tomorrow?   Luckily, we’ve got Tim Salau as our guide to the future of work. Tim is an expert at identifying all the ways that tech can enhance enterprise. He’s an international speaker and tech leader and is the CEO and co-founder of Guide, a company that seeks to make digital learning and teaching simple.   “When I define the future of work,” Tim explains, “I think it’s just really empowering people, man — whether it be through automation, technology, tools — just empower people to get the work done.”  In addition to his work with Guide and international speaking engagements, Tim also hosts the podcast Unleashing the Future of Work, where he speaks with innovators and leaders on a variety of topics.  Join us as we discuss the future of teaching, learning, and leadership on OneTAKE Live! Episode ResourcesTim’s LinkedIn Guide (Company Website)  Guide (LinkedIn) Unleashing the Future of Work (Tim’s Podcast Website) Ian’s LinkedIn Learning Course (Mentioned) 

“Sales is, at the end of the day, not B2B, it’s P2P. It’s people to people, human to human.” – Connor Dube  In this episode of OneTAKE Live, host Ian Barkin speaks with Connor Dube, director of sales and marketing for Active Blog and host of the B2B Mentors podcast that focuses on effective content and what it means to build a successful brand.   What’s the secret to getting your name out there and connecting with customers? It’s easy to be overwhelmed by all the brand-building options available: social media, podcasting, blogging, vlogging — where do you even begin?  Luckily, we’ve got Connor Dube to answer all of our burning branding questions. He’s an expert at connecting brands with customers and the host of multiple successful podcasts including B2B Mentors, where he speaks with industry leaders on how to best expand your audience and grow your customer base. According to Connor, the first step toward building out your brand is simply taking action: “I like to really think that I’m helping anyone who’s willing to help themselves and take action on the information … You can’t wait around. You’ve got to jump on it.”   As a content creator, Connor teaches leaders and executives across the country about the importance of mentorship and the value of connecting with customers. In addition to hosting multiple podcasts and working as the director of sales and marketing for Active Blogs, Connor also founded Mile High Mentors in 2017, a media company based in Fort Collins, Colorado.   Join us and learn what it takes to bring your brand to the next level on OneTAKE Live!  Episode ResourcesConnor’s LinkedIn B2B Mentors Podcast Active Blogs Website Mile High Mentors (LinkedIn) Mile High Mentors (Apple Podcasts) 

We are entering a day and age, my friend, where you are going to have to rethink everything you knew about government, about big corporations, and about yourself.” – Trond Undheim    In this episode of OneTAKE Live, join host Ian Barkin as he discusses the long-term future of remote work amid the COVID-19 pandemic withTrond Undheim, author, futurist, CEO, and co-founder of Yegii, Inc.   2020 was a gamechanger. The emergence of COVID-19 has irrevocably altered the way we interact — and do business — going forward. But as we look ahead, what will all of the changes we make today mean for the future of work? Will things ever go back to normal?  To find out, we asked Trond Undheim. A brilliant author and futurist,Trond believes that the duty of rebuilding our societal framework will be a precarious one filled with concessions, trade-offs, and complex problems. To “win” the pandemic, according to Undheim, the leaders of today will need to carefully plan for the long term.   “In making those trade-offs, if you don’t take the long-term view, you’re making a trade-off that hurts you.” Trond explains. “Let one thing slip and you’re opening the door to a scenario you don’t want.”  In addition to predicting the future and writing groundbreaking books, Trond Undheim is the CEO and co-founder of Yegii, Inc., as well as the host of the podcast Futurized. He has written and released two books this year: Pandemic Aftermath and Disruption Games, in which heanalyzes the past and present to make informed predictions about what’s coming next. Undheim’s next book, currently titled Future Tech,is slated for release in March 2021.   Join us and find out what the changes of today will mean for the future of work on OneTAKE Live!   Episode ResourcesTrond’s LinkedIn Trond’s Twitter Trond’s Website Futurized Podcast Pandemic Aftermath (2020) Disruption Games (2020) 

“My passion is about equipping, educating, and empowering jobseekers with real-time advice that can help them propel their careers.” – Orlando Haynes    In this special episode of OneTAKE Live, host Ian Barkin introduces SYKES Talent Acquisitions Manager Orlando Haynes, host of the new SYKES production CareerTALKS!   Looking to make the next connection along your career journey? Whether you’re looking for work or to transition, it can be difficult to set yourself apart amid a sea of applicants. Now, with COVID-19, it can sometimes seem downright impossible. What’s the best way to find your dream job in the new normal?  According to Orlando Haynes, simply applying isn’t enough. He has years of experience connecting jobseekers to careers and knows what it takes to go from applicant to employee. To secure your dream career, according to Haynes, you have to be the type of candidate that hiring managers seek. So, what does Orlando look for in an applicant? “You can’t train culture or attitude,” Haynes says. “Someone who has a positive energy, who’s excited to come to work, who’s willing to serve — the rest, I think, we can train.”  An HR and hiring expert, Orlando has written multiple books about finding the ideal career fit and continues to empower jobseekers across the country through his insightful videos and lectures.   You can hear more from Orlando about all things careers, hiring, and recruiting on CareerTALKS, a SYKES production, premiering at noon EST on Wednesday, August 5.  Join us as we discover what it takes to get hired in the new normal on OneTAKE Live!  Episode Resources Orlando’s LinkedIn Orlando’s Website Orlando’s Career Talks Facebook Orlando Haynes Career Talks YouTube  

"It’s not necessarily the new inventions that are changing the world that we live in right now; it’s how people are applying the technology that’s already been around for quite some time.” – Andrew Anderson  In this episode of OneTAKE Live, join host Ian Barkin as he discusses AI, entrepreneurship and the future of work with AI entrepreneur, advisor and investor Andrew Anderson.  What does AI mean to you? It’s a pretty loaded term. When you think “AI” do you think automated efficiency? Convenience? Speed? Or do you worry that humans will be left behind in the new world of smart tech?  Fear not! According to Andrew, the future of AI is its ability to empower human beings — not replace them. “Look, forget the words ‘artificial intelligence’; this is augmented intelligence,” Andrew says. “Don’t ever expect the human to not be in the journey.”   An early pioneer in tech, Andrew was instrumental in the creation of the application services model now known as “software as a service,” or SaaS. In addition, with his company Celaton Limited, Andrew was the first to offer an intelligent automation platform as a service — applying AI to digitally transform organizations. Currently, Andrew works to mentor veterans and new entrepreneurs, sharing his knowledge and unique insights with the next generation of catalysts and game-changers.  Join us and learn how AI is augmenting the future of work on OneTAKE Live!  Episode Resourceshttps://www.linkedin.com/in/andrew-anderson-8bb5261/ 

“I think the most important thing is that disruption has to be a movement.” – Charlene Li  In this episode of OneTAKE Live, join host Ian Barkin as he discusses the innovative influence of disruptive transformation with Charlene Li, best-selling author, entrepreneur and LinkedIn Learning author.   Don’t fear disruption — embrace it! Rapid growth, technological innovation, new inventions — these are all constant, disruptive forces that dynamic organizations must harness to succeed. Will your company be ready to adapt?   “The world looks at disruption as a negative, but what I found, doing the research, is that we also look at it as a positive in some way, like when we think of disruptive innovation or technology,” Charlene says. “How do we not just survive with disruption; how do we thrive with it?”   A career disruptor, Charlene teaches leaders and organizations to strategically manage transformation and alter the status quo. As a speaker, she inspires leaders to effect change and has presented at conferences such as TED, the World Business Forum and SXSW. She has written six books and is a New York Times best-selling author. In addition, Charlene is a member of multiple advisory boards and is a successful entrepreneur, having sold her company, The Altimeter Group, to Prophet in 2015.  Join us to learn more about the transformative power of embracing disruption on OneTAKE Live! Episode ResourcesCharlene Li LinkedIn Learning Courses The Disruption Mindset (Charlene’s Website) The Disruption Mindset (Amazon)  

“Real transformation is not just the money … it is the career pathway, the discovery and the building of skills.” – Wendy Gonzalez  In this episode of OneTAKE Live, host Ian Barkin sits down with Wendy Gonzalez, president and interim CEO at Samasource, to discuss her company’s life-altering efforts to bring prosperity to underserved communities around the world through training and technology.   What is the impact of opportunity? For Wendy Gonzalez, it’s a link between humanity and technological advancement. Her company’s founder, the late Leila Janah, passionately believed in the integrity of giving work to people living in poverty, and Wendy is carrying on her important mission. After all, according to Wendy, “The marriage of social impact and business will change the world.” In our current climate, little could be closer to the truth.  Samasource has lifted more than 50,000 people out of poverty in countries like Kenya and Uganda, but its impact doesn’t stop there — it combines technology and human ingenuity to create jobs and offer its workforce and their families a livable wage. By advancing digital literacy and training for people living in poverty, Wendy has found that effecting true change requires more than writing an aid check — it requires an ecosystem of opportunity. From artificial intelligence to gaming systems to elephant conservation efforts, Wendy and Samasource are evolving what impact sourcing means and how it can change the world.   Join us as Wendy discusses AI, impact sourcing and how talent is everywhere — it’s just a matter of opportunity.  Episode Resourceswww.samasource.com  Samasource raises $14.8M for global AI data biz driven from Africa – TechCrunch  How Samasource's CEO helped turn a non-profit into a fully sustaining for-profit  Give Work by Leila Janah  Leila Janah Ted Talk 

“The world is moving really fast. We all have to move and adapt more quickly than we’ve done in the past. … Sometimes that means pausing and asking, ‘Are we even asking the right questions?’” – Heather McGowan  In this episode of OneTAKE Live, join host Ian Barkin as he discusses the collaborative future of work and learning with Heather McGowan, professor, Forbes contributor and author of The Adaptation Advantage.   What’s the difference between flexibility and adaptiveness? For one thing, flexibility isn’t going to cut it in the future of work. Truly nimble organizations adapt quickly and learn from their mistakes. So what’s the secret to developing a culture of adaptiveness in an organization?   To Heather McGowan, true organizational adaptiveness is about developing what she calls an “agile learning mindset” and learning from mistakes. “We’ve developed this whole system that is designed to help you avoid failure when failure is the beginning of learning,” Heather says. “The future of work, I think, is just a series of learning tours.”  An adaptability expert, Heather works with leaders in business and education to help improve agility and embrace change. Her book, The Adaptation Advantage, explains what it means to create a culture of adaptability and how adopting an agile learning mindset can transform companies.  Join us to learn more about the transformative power of organizational adaptiveness on OneTAKE Live! Episode ResourcesThe Adaptation Advantage The Adaptation Advantage (Amazon) Heather McGowan’s YouTube Channel  Heather McGowan Highlight Speaking Reel (YouTube) Heather McGowan’s Forbes Articles 

“You have to capture people’s hearts to make change effective.” – Phil Gold  In this episode of OneTAKE Live, join host Ian Barkin as he discusses how communication and technology can work together to effect true digital transformation with Phil Gold, LinkedIn Learning author and the owner and principal of KLARECOM.   How do you manage true digital transformation? There are plenty of cool tools and flashy apps out there, but how can enterprise leaders be sure they’re adding real value — not just collecting apps?  That’s where Phil Gold comes in. He’s a LinkedIn author, innovator and digital transformation guru. To him, it’s all about collaboration and keeping people first.  “The rules of being a good manager never changed.” Phil explains. “The number one thing you have to do is communicate. … Change management is ‘you are changing a process.’ Transformation management is ‘you are changing the way that the people who are working with the process feel about it.’ … It’s about the people, not the thing.”  Through his courses on LinkedIn, Phil works to educate leaders and counsel companies on their journey toward true digital transformation. Formerly in Nike senior management, he’s been enabling digital learning for decades prior to teaching on LinkedIn — and we’re lucky to have his insights.   Join us to learn more about the collaborative ways enterprises can transform digitally on OneTAKE Live!   Episode ResourcesPhil Gold’s LinkedIn Learning Courses Managing Virtual Teams Course (LinkedIn Learning) 

“The world is going to be very different probably as soon as five years from now in the energy world.” – Robert Poor  In this episode of OneTAKE Live, join host Ian Barkin as he discusses the future of work, energy and the Internet of Things (IoT) with Robert Poor, chairman and founder of Cool Energy World and board member at VIE Technologies.    Energy is getting smarter — and cooler. No, not like “The Fonz” type of cool (well, maybe a little). The cool we’re talking about is cheap, reliable renewable energy powered by the Internet of Things. Burning resources for fuel is out. The new cool, or non-thermal, means less waste, greater efficiency, IoT connectivity and a cleaner environment. Pretty cool, huh?    Robert Poor thinks so. He believes renewable, cool energy is the future. An IoT pioneer, Robert now innovates at the intersection of energy and technology. He’s brought his IoT expertise to the energy world, and according to him, there’s a great deal of change ahead.   “In the last couple of years, it’s become cheaper to build renewable energy using a form of solar or wind than it is to continue to operate the cheapest conventional energy plants,” Robert explains. “That says that pretty quickly, utility companies are going to start shutting down.”   Robert has always been passionate about tech, energy and music. Previously, he’s worked with big names like the Grateful Dead, Lucasfilm, and Steve Jobs’ company NeXT. With his company, Cool Energy World, Robert helps organizations not only understand the future of energy, but to also help create it.   Join us as we delve into the future of energy, work and the Internet of Things on OneTAKE Live!  Episode ResourcesCool Energy World Lazard.com The U.S. Energy Information Administration Website IEEE Standards Body The Ember Corporation VIE Technologies University of California Berkeley Report, Goldman School of Public Policy (Cited by Robert Poor) 

“Organizations ... need to develop people-practices to enable organizational agility so that people are learning the skills for tomorrow, not resting on the laurels or skills that they learned at university or in the early stages of their career.” – Peter High In this episode of OneTAKE Live, join host Ian Barkin as he discusses how technology is transforming the future of work with Peter A. High, president of Metis Strategy, columnist for Forbes and host of the Technovation podcast. Are you a digital immigrant? Or a digital native? In our dynamic new world, companies have to move fast to survive. Whether it’s the cloud, automation or looming artificial intelligence (AI) advancements, businesses must move at the rate of innovation or be left in the dust. With all the innovative technology out there, how can industry leaders be sure they’re steering toward success? Luckily, Peter High has been teaching leaders about digital transformation since the dawn of the information age. “Learning agility, is, I think, a trend that is of particular importance,” he explains. “Our ability to adapt, our ability to be nimble, is, I think, going to become that determinant of who succeeds and who doesn’t as we go forward.”  With his company, Metis Strategy, Peter operates at the intersection of business and technology. His best-selling books, Implementing World Class IT Strategy and World Class IT: Why Businesses Succeed When IT Triumphs, are proven roadmaps for industry leaders looking to innovate digitally. Join us to learn how technology is transforming the future of work on OneTAKE Live!  Episode ResourcesImplementing World Class IT Strategy (Amazon store page)World Class IT: Why Businesses Succeed When IT TriumphsPeter Highs’ Forbes Articles

“Change management is dead. It’s all about managing change.” – Gary Bolles In this episode of OneTAKE Live, join host Ian Barkin as he discusses the future of work, technology and organizational innovation with Gary Bolles, chair for the Future of Work at Singularity University, partner at Charrette and co-founder of eParachute, Inc. Change is coming. It’s coming fast. Before COVID-19, change was approaching in the form of digitization and automation. Today? Social distancing is changing the way industry looks at remote work, centralization and even workforce management. Industry moves quickly — and agility is everything. With the future of work ever-changing, how can businesses position themselves as catalysts for proactive change? Thankfully, Gary Bolles is a change expert. To him, it doesn’t matter if it’s a virus, automation, artificial intelligence (AI) or otherwise — it all starts with the right organizational mindset. “What we need is a completely new way of thinking that can channel human energy effectively. … Leaders should define where the organization goes, but not necessarily how it gets there,” Bolles explains. According to him, organizations must nimbly converge as one network of work — or “NetWork”— to adapt to the ever-evolving needs of the marketplace. While Gary isn’t a futurist, he does consider himself a “possible-ist.” As the chair for the Future of Work at Singularity University, Bolles teaches the next generation of leaders, catalysts and gamechangers what’s possible through his engaging writing and insightful lectures. In addition to his work with SU, Gary also co-founded eParachute, Inc., based on his father’s prolific book What Color Is Your Parachute?, where he empowers individuals to chart their course through the world of work. Join us to hear all about the future of work and learning on OneTAKE Live! Episode ResourcesGary A. Bolles WebsiteGary A. Bolles ArticlesGary A. Bolles LinkedIn CoursesSingularity UniversityeParachute.comFulcrum 

“At the fundamental core, for me, people don’t understand human nature — human behavior. If you don’t understand that, then how are you going to design an experience?” – Colin Shaw In this episode of OneTAKE Live, join host Ian Barkin as he discusses how psychology, marketing, sales and post-sales support converge to create real-world value through customer experiences with Colin Shaw, Founder and CEO of Beyond Philosophy LLC. Developing a customer experience is all about psychology — but that doesn’t mean it’s easy to understand. The human brain is a strange and complex organ that processes infinite amounts of information – even if you’re not aware of it. For example, right now you’re breathing manually. You’re aware that your jaw has weight — you’re holding it up now. Don’t forget to blink every few seconds and uncross those legs! “We don’t make decisions rationally,” Colin explains, reflecting on the way that consumers relate to brands. “There are 50 million things that affect how we make decisions. While we think we’re logical, rational creatures — we’re not.” Colin’s game-changing views on customers and psychology have led him to write several groundbreaking books on the ways brands relate to consumers. His recent book, The Intuitive Customer, acts as a roadmap for organizations looking to revolutionize their customer experience by acquiring a better, more scientific understanding of their customers. Colin’s company, Beyond Philosophy LLC, helps enterprises cultivate customer relationships, evoke emotions and drive value through intelligent brand experiences. If all that weren’t enough, you can hear him each week as a co-host of The Intuitive Customer Podcast available on most major platforms. Join us as Colin explains how to craft customer experiences the smart way on OneTAKE Live! Episode ResourcesThe Intuitive Customer (Book)Colin Shaw’s Website (Beyond Philosophy)The Dark Art of Creating Magic in Brands (Recent Blog Post by Colin Shaw)The Intuitive Customer PodcastColin Shaw’s LinkedIn

“You’re not going to reinvent impulse. It’s a human instinct.” – Mark BozekBut wait — there’s more!In this episode of OneTAKE Live, join host Ian Barkin as he discusses the convergence of fashion, broadcasting, commerce and film with Mark Bozek, CEO of start-up Live Rocket, a member of the SYKES Board of Directors, the former HSN CEO, QVC EVP and the director of ‘The Times of Bill Cunningham’ – a documentary on the life and work of a famous New York City fashion personality (now available on Amazon and Apple).How have entertainment and brand advocacy converged and transformed commerce? Joking that he, “never sold anything that anybody ever needed,” Mark shares how he capitalizes on the power of storytelling and an understanding of human psychology to engage consumers and establish successful brands.And what does Mark know about establishing successful brands? Well, there isn’t a commerce trend in the last 30 years that he hasn’t helped architect. The earliest executive at the fledgling Fox television network, the former EVP of QVC and the CEO of HSN, Mark has spent his career helping launch enterprises and entrepreneurs to new heights. He was even featured as a character in the Golden Globe Best Picture nominated film, JOY (2015), in which Mark was portrayed by Bradley Cooper.Join us as Mark discusses storytelling, sales and all the places they converge on OneTAKE Live!Episode ResourcesLive Rocket LLCMark’s IMDB PageMark’s Film InstagramThe Times of Bill Cunningham (Website)The Times of Bill Cunningham (Amazon)The Times of Bill Cunningham (Apple)

“Entrepreneurs are affecting their industries. They’re not affected by it, they’re affecting it. We’re changing the world.” – Dr. Rebecca White What makes a successful entrepreneur? Is it luck? Timing? Should college students simply drop out and start companies the moment they have an idea? There’s an equation to successful entrepreneurship, but the variables aren’t always obvious. How does a new entrepreneur get ahead? Join us this week on OneTAKE live with our host, Ian Barkin, as he speaks with Dr. Rebecca White, Professor of Entrepreneurship at the University of Tampa, about how today’s entrepreneurs are preparing for the world of tomorrow. It’s hard to pin down what makes a good entrepreneur. For example, there’s an advantage to experience, but also an advantage to youth. It’s important to have support, but too many founders can be a big problem. A big opportunity might arise, but the timing might not be right. The entrepreneurial equation is delicate, and when you’re starting a company, things get complicated fast.           Fortunately, Dr. White is an entrepreneurship expert. She treats entrepreneurship like a science by experimenting, studying and considering variables at each stage. To Dr. White, entrepreneurship is a way of looking at the world: she teaches her students to see needs, solve problems and take advantage of opportunity. In addition to her work with the University of Tampa, Dr White also hosts the podcast The EN Factor, and writes for The EN Factor blog.   Episode ResourcesThe En FactorThe En Factor BlogThe Kauffman Foundation - Entrepreneurship

 “Like any technology, it’s about how you deploy it.” – Dr. Mary Lacity What if you could digitize uniqueness by sending one-of-a-kind originals, rather than easy-to-produce copies? It’s not just a thought: distributed ledgers, smart contracts, tokenization — these are all ways that we can take advantage of digital accountability to transfer value. But what’s the next step? With blockchain technology, it’s possible to turn a network of information into a network of value; but, that’s no easy feat. Will your organization be able to reap the benefits afforded by growing digital ecosystems? Join Ian Barkin this week on OneTAKE live as he discusses enterprise systems, blockchain technology and the future of work with Dr. Mary Lacity.Having known Ian for several years, Dr. Lacity is a visionary pioneer at the forefront of enterprise information technology trends. She has written numerous books on subjects ranging from blockchain technology, service-outsourcing and even robotic process automation. A professor at the Sam M. Walton College of Business, Dr. Lacity researches complex systems of information in order to discover ways technology can augment human ability. In addition to teaching, Dr. Lacity also serves as the director of the Blockchain Center for Excellence. She led the charge to adopt automation as a means to augment human ability years ago, and now specializes in the expansion of complex data ecosystems. Episode Resourceshttps://en.wikipedia.org/wiki/Mary_Lacityhttps://www.linkedin.com/in/mary-lacity/https://blockchain.uark.edu/A selection of books written, or co-authored, by Mary LacityA Manager's Guide to Blockchains for Business: From Knowing What to Knowing HowBecoming Strategic with Robotic Process AutomationNine Keys to World-Class Business Process Outsourcing (Criminal Practice Series) 

“Impact sourcing is just sourcing, but with a different set of goals.” – Mark Sears How do you make the smartest possible impact? It’s important to use resources effectively but, how do dynamic companies leverage knowledge to work smarter? What about doing good for others? Impact sourcing — responsible outsourcing — might just be the solution that the world needs. Join us this for this week’s episode of OneTAKE Live where Ian speaks with Mark Sears, founder and CEO of CloudFactory, about how strategic companies and powerful machines can work together to impact the future of work — for good. A longtime friend of Ian, Mark has extensive experience as a service innovator, offering high quality solutions for many of the worlds’ problems. His company, CloudFactory, is driven to innovate; focusing on providing opportunity in underserved communities. Though Mark sees his work as for-profit, his mission worldwide brings important access to individuals around the globe that need it most. Though Mark is an entrepreneur, his purpose is to energize underserved global communities, taking advantage of smart automation and data to create success for everyone involved.   Also discussed: how for-profit companies can enact non-profit change, augmenting and supporting innovative, trained data solutions as well as how companies can leverage technology to reach long-term success.Episode ResourcesSYKESJobs.SYKES.com  

 In this episode of OneTAKE Live, Ian speaks with Mark Hillary, writer, analyst, futurist and host of the CX Files podcast, about shifting brand interaction trends due to COVID-19 and how companies can prepare for an uncertain future. Episode ResourcesSYKESJobs.SYKES.comCX Files

In this episode of OneTAKE Live, Ian speaks with Phil Fersht, founder, CEO and chief analyst at HFS Research about how smart technology and innovative research are rapidly transforming the outsourcing industry.

In this episode of OneTAKE Live, Ian speaks with Alex Edmans, PhD, Professor of Finance at London Business School, about how companies can create social value through strategic response in the age of COVID-19.

In this episode of OneTAKE Live, Ian speaks with Sarah Grace McCandless, Vice President, Customer Engagement & Brand Advocacy at Clearlink, a SYKES company, about brand management, what it means to love your brand and building a complete customer experience amidst a pandemic. Episode ResourcesSYKESJobs.SYKES.com

 In this episode of OneTAKE Live, Ian speaks with SYKES Vice President and Chief Learning Officer John Kruper about the work-at-home transition, and the way working from home represents a major shift in how we work, learn and teach.  Episode ResourcesWork Learn Teach at HomeSYKES

In this episode of OneTAKE Live, Ian speaks with Ventana CTO Tom Fiddaman about System Dynamics, how enterprises use System Dynamics to understand and map complexity, and how Tom and a team of experts have used System Dynamics to model the COVID-19 pandemic. Episode ResourcesCOVID-19 ModelingVentana Systems

In this important episode of OneTAKE, Ian is joined by MIT classmate and friend Stephen Rockwell, Chief Ratings Technology Officer at Charity Navigator. In the trying and uncertain times of COVID-19, giving back to our communities is more important than ever. Tune in to hear Ian and Stephen discuss the efforts of Charity Navigator around the world.