In this episode of Get Out of Wrap, host Martin Teasdale speaks with Phil Jude, Senior Director at Alvaria, about how outbound has transformed into proactive customer contact — and why it’s becoming central to customer experience strategy.

Phil shares his journey from outbound agent to senior leadership, reflecting on the lessons learned along the way. Together, we explore:

• The evolution of outbound into proactive engagement.

• Using data and AI to deliver outreach that prevents problems before they happen.

• Why compliance and regulation are essential foundations.

• How proactive contact drives loyalty, retention, and revenue.

• The future of partnerships and best-of-breed technology in the contact centre industry.

Whether you’re a CX leader, contact centre manager, or simply curious about how proactive outreach can reshape customer experience, this conversation will give you fresh insights.

👉 Listen now and discover why proactive customer contact is the secret to future-proofing CX.

Thanks to my partners Alvaria for supporting the podcast.