Observed Signal · May 21, 2025 · Other · Source: CMSWire · Impact: 2/5 · Sentiment: Positive
TP CX Chief on AI, Empathy and Frontline Power
In a CMSWire 'Beyond the Call' episode, TP's Global Chief Client Officer Miranda Collard discusses how Teleperformance is combining generative AI with a human-centered approach to customer experience. Collard, a 31-year TP veteran who still handles customer calls, says AI is moving past ideation to backend efficiency gains, improving resolution, customer satisfaction and agent retention. She emphasizes emotional intelligence training—already delivered to 60,000–80,000 employees—and frontline feedback via programmes like 'TP Loves Ideas' as keys to modern CX. Collard also highlights operational complexity, noting agents often juggle up to 16 systems and 6–16 weeks of training. Looking ahead to 2025, she argues CX leaders must move from insight to action, using text analytics and AI to turn call data into real-time enablement.
Provides strategic insights into Teleperformance's AI-enabled CX strategy and agent experience, but lacks concrete product launches, deals, or market-moving announcements.
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Key Takeaways & Evidence Grounding
- Teleperformance is integrating generative AI tools into contact center operations to improve agent efficiency and customer satisfaction.
- Miranda Collard has been with TP for 31 years and still takes customer calls as Global Chief Client Officer.
- TP has run an emotional intelligence training program for an estimated 60,000 to 80,000 employees.
- Collard says front-line agents often must log into up to 16 systems and undergo 6 to 16 weeks of training.
- TP operates an internal 'TP Loves Ideas' program to collect frontline innovation suggestions globally.
Ontology Mapping & Concepts
Related Market Signals & Shifts
Recent verified developments and strategic activity across this market segment.
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Despite decades of investment in customer experience (CX) programs, a persistent disconnect remains between how companies perceive their CX and how customers actually experience it. Bain & Company's 2005 study found 80% of executives believed they delivered superior CX, while only 8% of customers agreed. Subsequent research by Capgemini (2017) and SAP (2026) shows similar gaps. The article argues that this 'delivery gap' is not a technology problem, but an accountability and culture issue. Root causes include measuring what's easy to report rather than actual experience, decorative feedback loops, and employee experience being deprioritized. As AI-driven CX investment surges, the author warns that automation without cultural and accountability fixes will merely scale the existing disconnect.
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