CX Files

Jim Farnsworth is one of the leading experts on designing work at home CX solutions globally. Based in Denver, Colorado, Jim is the EVP for Business Development at SYKES. In this episode, Jim gives an...

25 Mar 202014min

BONUS EPISODE: Rob van Herpen is the Chief Customer Officer and North America General Manager of 5CA. 5CA is a CX specialist, based in the Netherlands. 95% of the 5CA workforce works from home so I ca...

20 Mar 202015min

Annette Franz is the founder of CX Journey and author of a recently published book titled 'Customer Understanding.' She is based in Orange County CA and is well known internationally as a leading CX e...

20 Mar 202018min

This analyst discussion recorded on March 18, 2020 explores some of the CX industry issues regarding the COVID-19 pandemic. What do you need to do to maintain your CX?   Peter Ryan (Canada) Principal,...

18 Mar 202030min

Andrew Hall is the Director of Strategic Engagement at Webhelp UK. He just recently joined Webhelp from Capgemini, where he was the head of innovation for customer engagement. Andrew is responding in ...

13 Mar 202028min

Ian Golding is the executive director, knowledge and academics, at The Customer Institute, an independent not for profit institution focused on best practice in customer experience.  Ian is a well kno...

6 Mar 202020min

Jeff Toister founded Toister Performance Solutions in 2005 to help companies improve employee performance. The company focuses exclusively on helping companies develop customer-focused cultures. Jeff ...

28 Feb 202020min

Michael Valdsgaard was until recently the senior VP of digital transformation at IKEA. He led the team that created the hugely successful IKEA Place app that allowed customers to see furniture in thei...

21 Feb 202015min