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Teleperformance (TP) Business Insights Report Reveals Key Shifts in Consumer Behaviour

  • Written by Daily Bulletin


TP’s Business Insights report
 into consumer behaviors and preferences, taking in more than 57,000 respondents across 19 sectors, is shedding new light on how evolving channel preferences are reshaping the customer experience at the dawn of the AI-enabled support era.

TP Australia Vice President, Maurice Zicman said while the report found a clear preference for human support, there was a shift towards digital communication especially from younger generations with green-shoots from older generations adopting in-app digital channels.

“Overall, 62 percent of all consumers surveyed showed a clear preference for interaction with a person when dealing directly with a business or organisation, especially for complex or sensitive issues,” Mr Zicman said.

“While AI can assist with basic tasks, customers overwhelmingly agree that human oversight is essential for delivering quality support,” he said.

While Gen Z (18-25 year-olds) were most likely to contact a brand, how those interactions occur are changing.

“Gen Z showed a higher percentage of respondents contacting through email in the last 12 months, while ‘Chat with Live Agent’ was the most utilised option across the younger generations seeking support through the Mobile App.”

“Gen Z are proving to be the most challenging consumer to support, they are digital native’s and well researched on service providers products and services.”
“Millennials prefer email and digital messaging platforms, while Baby Boomers continue to favor a phone call as their primary contact method.”
“Facebook remains the most utilised platform by Baby Boomers, Gen Xers, and Millennials using social media to contact their brands, but it is surpassed by Instagram among Gen Z,” Mr Zicman said.
While speaking directly to a person remained the primary channel for most consumers, its usage has declined since 2019 with video, SMS, and Instant Messaging experiencing the most significant growth, up as much as four times higher.
Food delivery services showed the highest percentage of customers contacting through the mobile app, while online education followed by online travel agencies had the most instant messaging contact from users reaching out for support.
Preference for traditional voice calls was highest among automotive and electric utility customers, followed by auto insurance policy owners.
While 12 percent of respondents resorted to Social Media platforms to contact brands.
“As consumer behaviors change, businesses must also adapt by embracing a more flexible and omnichannel approach to customer support,” Mr Zicman said.
“Brands that integrate AI tools for efficiency, while ensuring human oversight, will be better positioned to build trust and maintain loyalty in the long term.
Mr Zicman also warned companies should ensure contact information was easily accessible to customers, with the effort required to find support details playing a critical role in shaping customer perceptions of a brand or organisation.
“A good range of contact options can serve as a loyalty catalyst or detractor. 

“Brands that offer a range of contact options which are easily accessible create a more trustworthy and reliable customer experience, with data showing consumers were 41 percent more likely to stay loyal. When customers struggle to find those contact details, their loyalty tends to diminish.
About TP Business Insights Lab
The Business Insights Lab is TP’s research centre dedicated to monitoring consumers’ changing behaviors and expectations globally.
Launched in 2013, the Business Insights Lab conducts thousands of interviews across multiple sectors, helping organisations understand customer’s evolving needs through data-driven insights.

Navigating the Ascent: Your Strategic Guide to Executive Job Search

  • Written by Daily Bulletin

The air at the executive level is different. The stakes are higher, the competition more intense, and the path to your next leadership role requires a nuanced and strategic approach. Unlike more junior positions, an executive job search demands a sophisticated understanding of the market, a powerful personal brand, and a relentless dedication to networking. This isn't just about finding a job; it's about securing the right leadership opportunity that aligns with your vision and propels your career forward.

This comprehensive guide will illuminate the key strategies and tactics necessary to navigate the complexities of an executive job search successfully. Whether you're a seasoned C-suite leader or an emerging executive ready to take the next step, understanding these principles will significantly enhance your chances of landing your dream role.

Defining Your Executive Brand: The Foundation of Your Search

Before you even begin Browse job boards, the first crucial step in an effective executive job search is to clearly define your executive brand. This involves a deep dive into your career history, identifying your core competencies, and articulating your unique value proposition. Ask yourself: What are my key accomplishments and contributions? What leadership style do I embody? What kind of impact do I want to make in my next role?

This self-assessment will form the bedrock of your resume, your networking conversations, and your interview responses. It's about understanding what makes you stand out from the crowd of other highly qualified candidates. Consider your leadership philosophy, your track record of success in driving results, and your ability to inspire and motivate teams. Clearly articulating your brand will not only boost your confidence but also provide a consistent message throughout your executive job search.

Crafting a Compelling Narrative (Resume and Beyond)

Your resume is your flagship marketing document in your executive job search. It needs to go beyond simply listing your past responsibilities. Instead, it should tell a compelling story of your leadership journey and highlight your quantifiable achievements. Focus on demonstrating the impact you've made in previous roles, using metrics and data to showcase your success.

Think strategically about the language you use. Employ action verbs and emphasize your strategic thinking, decision-making abilities, and your capacity to navigate complex challenges. Tailor your resume to each specific role you're targeting, highlighting the skills and experiences that are most relevant to the hiring organization's needs.

Beyond the resume, consider developing a professional online presence. Your LinkedIn profile, in particular, should mirror and enhance your resume, serving as a dynamic platform to showcase your expertise and connect with industry leaders. Remember, in an executive job search, your entire online footprint contributes to your personal brand.

Networking is Non-Negotiable in Executive Job Search

In the realm of executive roles, the hidden job market often holds the most promising opportunities. These are positions that are never publicly advertised but are filled through personal connections and referrals. This makes networking an absolutely critical component of any successful executive job search.

Actively engage with your professional network. Reach out to former colleagues, mentors, industry peers, and even recruiters specializing in executive placements. Attend industry events, join relevant professional organizations, and participate in online forums to expand your connections.

Remember, networking isn't just about asking for favors. It's about building genuine relationships, offering value, and staying top-of-mind when opportunities arise. Be proactive in nurturing your network and be prepared to offer assistance to others as well.

Unveiling the Hidden Job Market

As mentioned, many executive positions are filled through word-of-mouth and executive search firms. To tap into this hidden market, you need to be proactive in your outreach. Identify executive recruiters who specialize in your industry and functional area. Build relationships with them, even if you're not actively looking for a job. They can provide valuable insights into the market and potentially connect you with unadvertised opportunities.

Furthermore, leverage your existing network to identify potential openings. Inform your trusted contacts about your career aspirations and the types of roles you're seeking. You never know who might have a connection to your next great opportunity.

Mastering the Executive Interview

Executive interviews are typically more in-depth and strategic than those for more junior roles. Hiring managers at this level are not just assessing your skills and experience; they're evaluating your leadership potential, your strategic thinking, and your cultural fit within the organization.

Prepare thoroughly for each interview. Research the company, its leadership, and its challenges. Be ready to discuss your leadership philosophy, your approach to problem-solving, and your vision for the future. Use the STAR method (Situation, Task, Action, Result) to structure your answers and provide concrete examples of your accomplishments. Be prepared to ask insightful questions as well. This demonstrates your engagement and your genuine interest in the role and the company. Remember, the interview is a two-way street. You're also evaluating whether this is the right opportunity for you.

Navigating Negotiations and Offers

Congratulations, you've received an offer! The negotiation process in an executive job search requires careful consideration and strategic thinking. Understand your market value and be prepared to negotiate not just salary but also benefits, equity, and other aspects of the compensation package.

Don't be afraid to advocate for yourself, but also be mindful of maintaining a professional and collaborative tone. Seek advice from trusted advisors or executive career coaches if you feel unsure about the negotiation process.

Maintaining Momentum and Mindset

An executive job search can be a marathon, not a sprint. There will be ups and downs, and it's crucial to maintain momentum and a positive mindset throughout the process. Stay organized, track your progress, and celebrate small wins along the way.

Don't get discouraged by rejections. View them as learning opportunities and refine your approach accordingly. Remember your value and your capabilities. With persistence, strategic planning, and a proactive approach, you will successfully navigate your executive job search and land the leadership role that's right for you.

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