John Devlin - Ascensos - Switching To Work From Home In A Crisis Situation
This is another emergency episode of CX Files focused on how people in the CX industry are reacting to the Covid-19 coronavirus. In this episode, John Devlin, founder and CEO of Ascensos talks about h...
26 Mar 202010min
Jim Farnsworth - SYKES - Covid-19 - building a fast work from home strategy
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: Coronavirus Insight with Rob van Herpen, CCO of 5CA (95% of workforce work from home)
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 - CX Journey - Customer Understanding And Journey Mapping
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
BONUS: Coronavirus Analyst Insights "Plan For 18 Months of Disruption"
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 - Webhelp - Innovation, Automation, and Emotive CX
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 - The Customer Institute - What Can You Do To Deliver Great CX?
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 - The 1 Mistake Behind All Failed CX Strategies
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
