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 Nov 202323min
Dianne McCoubrey - Grypp - The Future For Video In Customer Service Interactions
Dianne McCoubrey is the VP of Sales at Grypp. She is based in Toronto, Canada. Grypp helps customer service agents to get closer to customers by providing an immersive video experience. In this conver...
26 Okt 202331min
Mike Butler & David Neale - Nutun CX - When ESG And CSR Lead To A Dramatic Improvement In CX
David Neale is the Chief Growth Officer at Nutun CX. Mike Butler is the Executive Director of Sales and Marketing at Nutun CX. David and Mike are both based in the UK, but Nutun operations are in Sout...
19 Okt 202331min
Diane Edwards - Mona School of Business & Management - Data Protection In Jamaica
Diane Edwards is Director of the consulting and professional services unit at the Mona School of Business & Management in Kingston, Jamaica. Diane has a long history in BPO management and promotion a...
12 Okt 202329min
Michele Rowan - WFH Alliance - Is WFH And Hybrid Now Permanent In CX And BPO?
Michele Rowan is the founder and president of the Work From Home Alliance. She is based in Virginia in the US. The CX Files talked to Michele over two years ago in 2021. At that time we were leaving t...
5 Okt 202323min
Terry Rybolt - LiveXchange - GigCX And The Benefits Of A Flexible Workforce
Terry Rybolt is the Chief Revenue Officer at LiveXchange Technologies. He is based in Boston. LiveXchange is a platform that allows companies to augment their existing customer service processes with ...
28 Sep 202328min
Beza Tekola - Suture BPO - Improving The Patient Experience In Healthcare
Beza Tekola is a doctor. She is a gastroenterologist based in Fairfax, Virginia. Beza founded Suture BPO to help manage the back office processes within healthcare organizations. In this conversation ...
21 Sep 202326min
Jon Yarlett - Impact Sourcing Alliance - The Role of Impact Sourcing In BPO and CX
Jon Yarlett is the founder and COO of Intelligent Sourcing magazine. He recently founded a new trade association focused on impact sourcing titled the Impact Sourcing Alliance. The role of the new all...
14 Sep 202327min
