This episode features Alex Gill, Global Head of Strategy at Harte Hanks, discussing how one of the industry’s longest-standing customer experience and marketing companies is reinventing itself for the next era of CX. With 102 years of history, Harte Hanks has evolved from print and direct mail to a modern Business Experience Outsourcing (BXO) model that integrates revenue generation, customer relationships, and resolution services into a unified customer lifecycle.
Alex explains how today’s CX landscape is shaped by rising customer expectations, omnichannel complexity, and the rapid adoption of AI. He breaks down Harte Hanks’ “Three Rs” framework—Revenue, Relationships, and Resolutions—and how these pillars work together to drive retention, reduce operational friction, and create measurable business outcomes. He also introduces the concept of Experience Economics, a strategic approach to quantifying the value of CX improvements beyond traditional seat-based models.
A major focus of the conversation is how AI is transforming customer engagement. Alex shares how Harte Hanks uses best-of-breed AI tools for call summarization, sentiment analysis, QA automation, and agent enablement—while emphasizing why human empathy and strategic oversight remain essential. Instead of replacing people, AI is positioned as an accelerator that enhances performance, improves efficiency, and unlocks reinvestment opportunities for growth.
Listeners will gain insights into:
- How CX, marketing, and fulfillment are converging into a single experience ecosystem
- Why direct mail and sampling are resurging through influencer marketing
- How enterprises can reduce costs while reinvesting savings into revenue-driving initiatives
- The shift from traditional BPO to BXO and outcome-based CX models
- The real role of AI in customer experience—and what it can’t replace
This episode is a must-listen for leaders in CX, marketing, digital transformation, and operations who want to understand where the industry is heading and how to build customer experiences that drive long-term value.
Client-facing, results-orientated, strategic leader – specializing in B2B services, products, marketing and revenue generation with a track record of commercial and operational success at VP/Senior Director level.
