CX Files

Emelie Hedén Edlund is a design director at McKinsey Design. She is based in Stockholm Sweden. Emelie is experienced in design thinking and has a background in industrial design, trend forecasting and...

25 Sep 202015min

Simon Knudsen is the CEO at Xzakt Kundrelation - a Transcom company. He is based in Stockholm, Sweden. Simon heads the FLEX model Transcom has recently launched. FLEX aims to offer GigCX-style flexibi...

18 Sep 202016min

Stephanie Reeves Millner is Vice President of CX Management at Teleperformance US. She is also a board member of TP Women and she is based in Phoenix, Arizona. One of her key areas of focus is America...

11 Sep 202012min

Peter Ryan is the Principal Analyst at Ryan Strategic Advisory. He is one of the best-known commentators on CX and contact centres globally. Peter is based in Montreal, Canada. In this episode, Peter ...

4 Sep 202012min

Something new - just Mark Hillary alone this week. It's an experiment, but next week will be the usual interview format... Mark explores how the CX industry has managed to innovate and adapt to the ne...

28 Aug 20209min

What's happening in Belarus and how does it affect the wider IT and CX business community? On this episode, three experts on Belarus, and the region, discuss the recent disputed election and the subse...

21 Aug 202023min

Kelvin Plomer is director of player experience at Jagex, based in Cambridge in the UK. Jagex is well known for their classic RPG, Runescape, but they have several other games in their portfolio. In th...

14 Aug 202029min

Are you remote-friendly or remote-first? What's the difference? Trust and transparency to start with. Zoom Happy Hours are not going to make a difference if you don't build a culture that embraces eve...

7 Aug 202022min