Susan shares her fascinating career journey across three different industries — from graphic arts and advertising to contact center technology — and explains how that unique perspective shapes her view of where CX is heading.
We dive deep into why "outbound" as a concept is outdated, why proactive outreach is the future, and how Alvaria is building infrastructure-as-a-service to power compliant outreach at enterprise scale.
From agentic agents replacing IVRs to the decentralization of the contact center, Susan offers a masterclass in thinking differently about customer engagement. If you're in CX, this is required listening.
Chapters:
0:00 Introduction
1:51 Susan's Career Across Three Industries
6:07 Joining Alvaria & Defining the ICP
9:23 From Reactive to Proactive Customer Outreach
14:01 Outreach Infrastructure as a Service
19:25 The Vernacular: Outreach vs Outbound
22:59 AIP Product & CCaaS Investment Challenges
27:20 Compliance & Enterprise Trust
30:31 Helping Clients Shift to Proactive
35:15 Marketing vs Operations in CX
36:40 Legacy Tech & Hybrid Innovation
42:42 Agentic Agents & the Future
44:56 Closing
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