Should We be Talking About "Replacing" or "Assisting"?

While much of the current debate about automation focuses on the potential for mass unemployment, people still have a critical role in developing, training, and working alongside machines to produce the return that brands aspire.

In the relatively near "new normal", the digital customer relationship has a tendency to become a commodity. However, people can still do something that machines cannot: they can inject emotion into the customer relationship. This poses a new challenge to global CX leaders, requiring a new degree of cooperation between workers and technology. Combining digital and human customer relationship is the only way for most brands to survive in the so-called "new normal".

What will "normal" look like?

What does the future of customer relationship look like?

On May 6 we hosted a new session of our ‘Path to New Normal’ webinar series to learn how top tier global brands are innovating, differentiating and preparing themselves to win in the so called ‘New Normal.

Will automation become the new normal?

Will the ‘new normal’ be more human or digital?, what needs to be done?

About "Path to the New Normal"

The COVID-19 outbreak has changed the way we work, study, have fun, and connect. Once this crisis is over, we will finally return to normal. But, faced with how we are living and what we are experiencing today, how can life ever be what it used to?

This moment is the perfect time to reflect collectively on the lessons learned as we reinvent what normal will look like from now on.

Organized and curated by Teleperformance in cities across Europe, North America, Latin America, and Asia, “Path to the New Normal” is a bi-weekly Leader Insights Roundtable Digital Event Series.

It features industry and Teleperformance experts, as they deliver key learnings around topics such as Work-at-Home, Automation, Customer Experience, Digital Sales, and more.

Get inspired and exchange!

Get the tools, insights and inspiration you need from cross-industry and world-class leaders to take your CX practices to the new heights, never imagined before.

Get a fresh perspective and innovate!

You will be equipped with new ideas, actionable insights and creative ways to be a more  effective leader and accelerate the growth of your business.

Confirmed Panelists - The Rise of the Bots

Tom has over than 10 years of experience in industries like Consumer Products, Retail, Financial Services, Utilities, and Telecom, and working on senior management positions in areas such as business innovation, commercial services, and customer experience, As Director of Customer Solutions, he plays a crucial role in helping the MediaMarkt group realize their (digital) transformation goals and developing customer-oriented culture. MediaMarkt is a German multinational retail group with over 1,000 stores distributed strategically across Europe.  

Tom Van de Wal

Director of Customer Solutions

Media Markt Saturn

Paul has over 10 years of experience in Digital Transformation within Enterprise Customer Experience covering verticals like E-Commerce, Consumer Electronics, Utilities,and Automotive. He has been using his skills in IT Project Management, Change Management, Lean Six Sigma, Robotic Process Automation (RPA) and Artificial Intelligence (AI) to help companies deliver an effortless customer experience.

As Head of Digital Transformation for Teleperformance in the CEMEA region, Paul leads the transformation programs through the Technology, Analytics and Process Excellence (T.A.P.) framework. He also innovates on new technologies. 

Paul Joustra

Head of Digital Transformation


Specializing in Digital Transformation and Consulting, Michael has been with Teleperformance for over 10 years. Since 2016, he has been in charge of the APAC Digital Integrated Business Solution implementation, which includes digital transformation through the Technology, Analytics and Process Excellence (T.A.P.) framework, All Ideas Matters (AIM), and Lean Six Sigma. 

Michael Costevec

Vice President of Digital Transformation 

at TP Asia Pacific

Marina is our moderator in this session. She has over 20 years of experience in a variety of roles, including strategy and research across three continents.

She specializes in the analysis of key verticals to identify major trends and conducts primary research to understand consumers' preferences, to be disseminated internally and to clients.

Marina Netto Campos

Global Head of the CX Lab at TP

High-Tech & High-Touch

Teleperformance combines a high-tech environment with a human touch approach, creating empathy and building authentic relationships. This is what we believe. This is what we do.





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