Experience Strategy: Winning Through Hiring

In this episode of @CEXTalks, host Abhinandan Jain (Abhi) interviews Kish Sharma, CEO and co-founder of Blink, discussing the critical challenges in customer and employee experience within the contact center industry. They explore Kish's entrepreneurial journey, the importance of recruitment as a strategic function, the role of AI in transforming hiring processes, and the future metrics for measuring recruitment success. Kish emphasizes the need for a shift in mindset towards treating candidates as customers and leveraging technology to enhance the recruitment experience. Chapters 00:00 Introduction to CEX Talks and Kish Sharma's Journey 06:45 The Importance of Recruitment in Contact Centers 10:35 Transforming Recruitment from Cost Center to Strategic Function 14:42 Generational Shifts in Candidate Expectations 17:12 Leveraging AI in Recruitment Processes 21:25 The Role of Candidate Experience in Employee Retention 24:24 The Need for Adaptive Assessment Methods 27:25 Overcoming Resistance to Technology in Recruitment 30:03 Future Metrics for Recruitment Success #CEXTalks#FutureOfHiring #CX #EX #ContactCenter #BPO #Leadership #RecruitmentInnovation#BlingCloud #MustListen #CCWVegas #HiringReimagined #CustomerExperience#EmployeeExperience #AIinRecruitment