CX Files Year In Review: Mark Hillary and Peter Ryan look back at 2023
It's the festive season. Mark and Peter have decorated the podcast for Christmas. Although many people will now be off work for the Holidays there are millions of CX agents out there still helping cus...
21 Joulu 202322min
Adrian Swinscoe - Punk CX - Defining A Punk Future For CX
Adrian Swinscoe is well known in the CX community as an adviser, speaker, and writer. His Punk CX book argued for a new approach to CX and he also publishes the Punk CX podcast. Adrian also writes abo...
14 Joulu 202332min
Southeastern - Managing CX For A Railway And Building A Great CX Partnership
In this discussion, Mark Hillary talks to Christine Heynes, Head of Customer Transformation, and Yvonne Quinn, Head of Customer Relations, at Southeastern Railway in the UK. Southeastern is the public...
7 Joulu 202334min
Sidharth Mukherjee - Teleperformance - How CX Can Really Use Generative AI
Sidharth Mukherjee is the Chief Digital Officer at Teleperformance. He is based in San Francisco, California. Sid is focused on all things digital and CX and in this conversation with Peter Ryan he ta...
30 Marras 202323min
Andrew McNeile - ThinScale - WFH Security And How Covid Changed BPO Forever
Andrew McNeile is the Chief Customer Officer of ThinScale Technology. He is based in Dublin, Ireland. ThinScale enables remote and hybrid work using bring-your-own-device by ensuring that remote emplo...
23 Marras 202332min
Sagufta Janif - Outsource Fiji - How Is A South Pacific Island Nation Succeeding At BPO?
Sagufta Janif is the Executive Director of Outsource Fiji. She is based in Suva, Fiji. Fiji is located in the South Pacific, east of Australia and north of New Zealand. It is an island country with a ...
16 Marras 202324min
Chris Hague - Yoummday - Is Traditional BPO Dead Or Just Evolving?
Chris Hague is the head of marketing at Yoummday. He is based in Prague in the Czech Republic. Yoummday is based in Germany and offers a platform-based approach to CX that resembles the GigCX we have ...
9 Marras 202333min
Nerys Corfield - Injection Consulting - What's Going Wrong With Digital CX?
Nerys Corfield is the founder and director of Injection Consulting. She is based in South Wales, close to Newport. Nerys posted on LinkedIn recently about how a retail bank is using digital non-voice ...
2 Marras 202323min
