Chris Gillen : A Closer Look : Travel & Leisure CX Before And After Covid
Chris Gillen is the CEO of A Closer Look, based in Atlanta, Georgia. A Closer Look focuses on data and human intelligence and in this episode of the podcast Chris explores the effect of the Covid-19 p...
26 Mar 202122min
Rob van Herpen : 5CA : How WFH Will Evolve In 2021
Rob van Herpen is the Regional Vice President for North America at 5CA. He is based in North California. 5CA has a two-decade history of work-from-home (WFH) CX and Rob was here on CX Files a year ago...
19 Mar 202129min
Rick Denton - EX4CX - 2020 The Year (NOT) Everything Changed For CX
The CX rules have been rewritten by the Covid-19 pandemic. That's the conventional wisdom, as analysts talk about the New Normal... but Rick Denton, the Managing Principal of EX4CX says we should not ...
12 Mar 202120min
Discussion: Where Are The Emerging BPO Destinations In 2021?
The Ryan Strategic Advisory annual BPO survey will be published next month - featuring the most desirable global BPO locations. In this preview Peter Ryan talks to Lian Rowlands from Conversations by ...
5 Mar 202127min
Randy Arellano : Auxillium : Can Smaller Companies Also Outsource Their CX?
Randy Arellano has a long history in CX - he has worked at several of the major CX suppliers. In 2018 he joined Auxillium with the mission of making high quality CX available to smaller companies and ...
26 Feb 202116min
Stuart Ravens : Corax Insights : Do Energy And Utility Companies Even Think About CX?
Stuart Ravens founded Corax Insights in London at the start of 2021, but he has a long history as an industry analyst (Navigant and Ovum) focused on energy and utilities. In this episode of the podcas...
19 Feb 202122min
William Carson : Ascensos : Retail And CX - Is The Future Phygital?
William Carson is the director of market engagement at Ascensos. He is based in London and away from Ascensos he is also a frequent CX commentator and council member of the GSA. Ascensos has a strong ...
12 Feb 202123min
Jim Farnsworth : SYKES : Transforming Agents Into Ambassadors
Jim Farnsworth is a veteran of the CX industry. He is currently an Executive Vice President at SYKES and is well known as one of the leading thinkers in the business. He is based in Denver, Colorado. ...
5 Feb 202121min
