In a recent episode of the Punk CX podcast, host Adrian Swinscoe sat down with Miranda Collard, the CEO of the Americas at TP (formerly Teleperformance). What makes this conversation particularly noteworthy is Collard’s commitment to staying connected to the customer experience by still personally taking customer calls, even in her senior leadership role.
This practice underscores a deeper philosophy at TP about the evolving landscape of Customer Experience (CX) and the critical role of human connection amidst rapid technological advancements. Collard shared insights into her remarkable career journey, progressing from employee #27 to leading TP’s operations across the Americas.
The Future of CX: Beyond Bots vs. Humans
A central theme of the discussion revolved around the future of CX, challenging the notion that it’s a simple dichotomy between artificial intelligence (bots) and human interaction. Collard emphasized that the most effective strategies integrate both, recognizing that technology is a tool to augment, not replace, human capabilities. The technological revolution is fundamentally altering the services TP provides to its clients, moving towards more sophisticated, integrated solutions.
Driving Results with AI and Emotional Intelligence
TP’s experience working with a significant portion of the Forbes Top 100 companies has provided invaluable lessons in driving tangible results and Return on Investment (RoI). Collard highlighted that achieving client success hinges on empowering their people. This involves equipping employees with the skills to effectively implement AI, ensuring a delicate balance between artificial intelligence and emotional intelligence.
She explained that this focus on the human element – understanding customer emotions and providing empathetic support – is a key differentiator for TP in a competitive market. By prioritizing the human aspect, TP aims to build stronger, more meaningful customer relationships, even as technology plays an increasingly prominent role.
Lessons from the Front Lines
Collard also shared a compelling anecdote, suggesting that the answers to many complex problems might be closer than we think, metaphorically just ’20 or so feet away.’ This sentiment encourages a practical, grounded approach to problem-solving, emphasizing observation and direct engagement with the issues at hand.
The podcast episode offers a deep dive into TP’s strategic approach to CX, their commitment to people-centric technology implementation, and Miranda Collard’s leadership philosophy. It serves as a valuable resource for business professionals looking to navigate the complexities of modern customer experience and leverage AI effectively while maintaining a strong human touch.
This article is based on insights shared in the Punk CX podcast episode featuring Miranda Collard, CEO of the Americas at TP.
📝 About This Content
This article is based on insights shared by Adrian Swinscoe on LinkedIn.
📅 Originally posted on October 30, 2025 | View original post on LinkedIn →