In this episode, Connor Heaney is joined by Carrie Cottle, Director of Contingent Workforce Programs at CSL, for a thought-provoking conversation on the evolving world of work. With a global remit spanning 57 countries, Carrie shares her journey from the solution side to the buy side, her approach to strategic workforce management, and the critical importance of putting humans first in an increasingly automated world. From navigating complex supplier ecosystems to the ethical implications of AI, Carrie brings sharp insight, refreshing honesty, and deep experience to a wide range of topics — including global MSP rollouts, user experience, compliance, white-glove service, and the future of total talent strategy. Whether you’re in HR, procurement, talent strategy, or workforce tech, this episode is packed with insight you won’t want to miss.
🔑 Key Takeaways:
Why end-to-end program ownership matters in global workforce strategy
The real meaning of “white glove” service in talent delivery
Practical challenges of invoicing, integrations, and supplier performance
How contingent worker experience is evolving (and why it matters)
Why “connection, emotion, and innovation” can’t be automated
The cautious optimism—and realism—around AI in workforce planning
⏱️ Chapters:
00:00 – Intro & Carrie’s Career Journey
06:30 – Owning a Global Program: What It Really Means
11:20 – Complexity Across Countries: Tax, Invoicing & Systems
18:40 – The Hiring Manager Experience: Win Them Over
23:22 – The White Glove Moment ✨
26:00 – Strategic Workforce Planning in Manufacturing
33:00 – Labour Market Disruption: Migration, Demographics, AI
42:00 – The Nirvana of Total Talent
52:00 – Remote Work: Privilege or Necessity?
56:00 – AI, Displacement, and the Human Touch
01:07:00 – Carrie’s Predictions for the Future of Work
