Podcast

CX Multipliers: How Execution-Driven Partnerships Build Competitive Advantage

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Episode summary

Customer experience increasingly reflects execution quality rather than strategy alone. As organizations scale, misalignment across leadership priorities, fragmented insight and inconsistent partner engagement can quietly erode CX, even when intentions are sound.

In this podcast conversation, Richard Pollin outlines how shared definitions of growth, customer insight (beyond surface metrics) and execution-driven partnerships create the structure needed for consistent CX.

When organizations treat outsourcing as a disciplined operating model rather than a transactional decision, partners become extensions of the system, providing visibility, accountability and scale that allow internal teams to focus on higher-value work while CX performance improves with confidence and consistency.

Highlights

03:25Creating a shared language of growth

08:30Reframing the outsourcing myth

17:01Choosing the right role for external partners

20:39AI’s role in the future of outsourcing

23:13External partners as CX multipliers

25:11Linking employee experience to customer experience

Key takeaways

launch

Execution over intention

Clear standards and transparency determine customer experience success.

group

People-first CX at scale

Employee experience underpins customer experience.

handshake

Data-driven partnership

Shared metrics enable joint problem-solving for internal and external stakeholders.

About our guest

Richard Pollin

Richard Pollin is the Global Head of Vendor Strategy, Risk & Enablement, and VMO at Google, where he leads global initiatives to strengthen how Google partners with external providers to drive service excellence and transformation. A seasoned global leader with over 25 years of experience driving transformation, enhancing customer experience and achieving operational excellence across markets in Europe and Asia, Richard has worked across startups and major tech platforms, including eBay and Google, focusing on commercial operations, product launches and service redesign that place customer experience at the center of growth.

From the speaker

“When you’ve created a shared growth vocabulary at the top, then you’re moving from just saying, ‘We want growth,’ to a very explicit understanding of what it’ll take to get there.”

– Richard Pollin
Global Head of Vendor Strategy, Risk & Enablement, and VMO
Google

“Outsourcing as a discipline, not a procurement event, is how you find what great looks like and build a performance system around it.”

– Richard Pollin
Global Head of Vendor Strategy, Risk & Enablement, and VMO
Google

“By putting your work outside of your four walls, the potential exists to get a clearer, more granular view of what’s happening for your customers.”

– Richard Pollin
Global Head of Vendor Strategy, Risk & Enablement, and VMO
Google

CX Multipliers: How Execution-Driven Partnerships Build Competitive Advantage

Episode summary

Highlights

Key takeaways

Execution over intention

People-first CX at scale

Data-driven partnership

Richard Pollin

From the speaker

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