#234 - Digital First CX: Lessons from Nextiva’s Global Growth Journey with David Paulding of Nextiva

https://is1-ssl.mzstatic.com/image/thumb/Podcasts116/v4/5e/9c/c4/5e9cc4c6-84f6-ac0f-ab24-711ea3d5bd71/mza_10143030203807261645.jpeg/600x600bb.jpg

Get Out of Wrap - Contact Centre Chat

Martin Teasdale

245 episodes

2 days 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.

Management

Business

RSS

All content for Get Out of Wrap - Contact Centre Chat is the property of Martin Teasdale and is served directly from their servers with no modification, redirects, or rehosting. The podcast is not affiliated with or endorsed by Podjoint in any way.

Management

Business

https://d3t3ozftmdmh3i.cloudfront.net/staging/podcast_uploaded_nologo/1426702/2e4abc41976cd0f0.jpeg

#234 - Digital First CX: Lessons from Nextiva’s Global Growth Journey with David Paulding of Nextiva

Get Out of Wrap - Contact Centre Chat

37 minutes 48 seconds

1 month ago

#234 - Digital First CX: Lessons from Nextiva’s Global Growth Journey with David Paulding of Nextiva

In this episode of Get Out of Wrap, Martin is joined by David Paulding, Global Sales & Growth expert at Nextiva.

David shares his career journey from the early days of contact centres in the 90s through to driving international growth today. Together, Martin and David explore:

Why many organisations are still struggling with the same customer service challenges they faced decades ago.
The role of AI in customer experience—its potential, the hype, and the reality.
How companies can avoid “Frankenstack” systems and instead build integrated, digital-first platforms.
The importance of partnership, ongoing service, and business outcomes over shiny features.
Why Nextiva is taking a different approach with Unified Customer Experience (UCXM).

The conversation also touches on music, battle-of-the-bands stories, and what the next five years of contact centres may look like.

👉 Tune in to hear practical insights into digital transformation, customer experience, and leadership from one of the industry’s most experienced voices.