531: SYKES chief strategy & marketing officer Ian Barkin discusses

• How SYKES leverages technology inside the company
• How SYKES uses data to deeply understand the buyer and design the best solutions for them
• Some of the ways in which companies are mismanaging customer experience management
• Why Ian believes RPA will be a foundation to organizational transformation for years to come
• The major differences between RPA and AI/ML
• The dangers of using intelligent automation capabilities, such as AI, too soon
• Ian’s career path from strategy consulting, to business process outsourcing, to founding Symphony Ventures, to the C-suite of SYKES