#227 - Steve Powell & The New Era of Outbound: Why Proactive Customer Contact Is the Future of CX

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Get Out of Wrap - Contact Centre Chat

Martin Teasdale

245 episodes

1 day ago

There are 6,000 contact centres in the UK - this is the 1st podcast dedicated to the world of the contact centre. Perhaps still an industry with a negative perception externally, the reality is very different & very positive. This is a podcast all about best practice in Contact Centres &what vibrant, vital, diverse, exciting engagement places they really are. I’ll be chatting to people who know their stuff and are doing great things. This podcast is independent and a proud supporter of Naomi House/Jacksplace Childrens Hospice.

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#227 - Steve Powell & The New Era of Outbound: Why Proactive Customer Contact Is the Future of CX

Get Out of Wrap - Contact Centre Chat

38 minutes 18 seconds

4 months ago

#227 - Steve Powell & The New Era of Outbound: Why Proactive Customer Contact Is the Future of CX

🎙 In episode #227, Martin is joined by Steve Powell of Alvaria CX to explore why proactive customer engagement is having a major comeback—and what it means for your contact centre.

Learn how Alvaria’s Outreach IQ framework is transforming outbound strategy by combining intelligence, integration, and compliance. This episode is packed with insight on how to move from reactive support to strategic outreach—and why customers are asking for it.

Key takeaways:

Why reactive CX is broken
What “Outreach IQ” really means
The truth about outbound compliance and trust
How top-tier companies are doing it right (but not shouting about it)

If you're rethinking your approach to outbound or want to deliver better customer experiences, this episode is essential.

🎧 Listen now or watch the full interview.