CX Files

Terry Rybolt is the Chief Revenue Officer at LiveXchange. He is based in Boston, MA. LiveXchange was one of the earliest Gig CX platforms and they continue to define the #GigCX environment. Terry rece...

27 Marras 202026min

Shannon Burch is the Contact Center Director at Western Financial Group, based in Alberta, Canada. Shannon has deep experience of managing customer experience in Canadian financial service companies a...

20 Marras 202016min

Scott Newman is the founder and CEO of Transparent BPO. He is based in Maryland, US, although Transparent has extensive operations in the Philippines and Belize.  In this episode, Scott talks about WF...

13 Marras 202024min

Ahmed Refky is CEO of Raya Contact Center, based in Cairo, Egypt. In this edition we look at CX in Egypt and how the region has recovered from the Egyptian Revolution almost a decade ago. https://www....

6 Marras 202019min

Andrew McNeile is the Chief Customer Officer of ThinScale Technology, based in Dublin, Ireland. ThinScale was recently mention on this podcast by Michael DeSalles of Frost & Sullivan. This episode is ...

30 Loka 202014min

Pratik Salia is the Senior Product Marketing Manager at Knowmax, based in Gurgaon, India. Knowledge Management is becoming a strong CX differentiator and Pratik has a unique insight with his product b...

23 Loka 202014min

Michael DeSalles is a Principal Analyst on the North American Customer Care team at industry analyst firm Frost & Sullivan. He recently published a paper exploring how the BPO and CX industry is react...

16 Loka 202012min

Nearshoring has been a popular CX and BPO option for many years, but what about super-nearshoring from the border between the US and Mexico. Is there an advantage to be working right on the border? Ho...

9 Loka 202028min