CX Files

Stephen Loynd is the principal analyst at TrendzOwl based in Arlington, Virginia. Last March he was on this podcast and he predicted 18-24 months of business disruption from the Covid-19 pandemic. It ...

19 Jun 202019min

Brian Pritchard is the founder and CEO of LiveXChange Corporation, based in Toronto, Canada. His company offers a virtual contact centre solution - including agents. Brian believes that the New Normal...

12 Jun 202016min

Robin Hoekstra is CEO at Outworx, based in Durban South Africa. Outworx focuses on CX and back office BPO solutions. Most of the coverage by analysts focusing on the 'New Normal' for CX after the Covi...

5 Jun 202019min

Phil Jones is Senior VP for Strategic Business Development at Teleperformance UK and South Africa. He gave CX Files an advance look at a new white paper TP UK is publishing on how the CX industry is r...

29 Mai 202013min

Graham Brown is the Chief Sales and Marketing Officer at Hinduja Global Solutions, also know as HGS. He is based in the UK. I called Graham to ask him about the New Normal for BPO and CX - how can con...

22 Mai 202023min

Kathy Juve is the EVP, Customer Experience Technology & Insights Division, at Concentrix. She is based in Orlando, Florida. Kathy is focused on looking forward to the future of CX - especially looking...

15 Mai 202024min

Jerry Leisure is the CEO and founder of Officium Labs, based in Silicon Valley, California. Officium Labs has created a CX Marketplace that blends traditional BPO operators as partners with independen...

8 Mai 202015min

Every year, Ryan Strategic Advisory publishes their list of the top 5 most favoured offshore contact centre delivery points. The 2020 Front Office Omnibus Survey,  is being announced by Peter Ryan sim...

7 Mai 20209min