CX Files

Melissa O'Brien is the Research Vice President for customer engagement, retail and travel at HfS Research - she is based in Boston, Massachusetts. HfS is known globally as one of the most innovative a...

4 Jan 20198min

The final CX Files of 2018! Peter Ryan is Principal of Ryan Strategic Advisory, based in Montreal Canada. Peter talked to me about some of the big CX events of 2018 and what we can look forward to in ...

28 Des 201810min

Steve Weston is the Managing Partner of SK Weston & Co, based in Washington DC. Steve himself has over 25 years consulting experience in the field of CX and BPO and he is known globally as an expert i...

21 Des 201813min

Andrei Lepeyev is the Director of the Software Development Department at IBA Group in Minsk, Belarus. Andrei is leading teams focused on Mainframes, Machine Learning, Robotic Process Automation (RPA),...

14 Des 201812min

Stefan Osthaus is an author, keynote speaker and CX expert based in Dusseldorf, Germany. He is the founder and managing director of experience5, focused on helping companies to manage CX and employee ...

7 Des 201813min

Jim Farnsworth is a legend in the world of CX. Based in Denver, he is EVP and GM at SYKES, heading up their SykesHOME virtual contact centre solution. Jim has been a senior executive at several of the...

30 Nov 20188min

Graham Brown is the Chief Sales and Marketing Officer at Hinduja Global Solutions (HGS), based in London, UK. We talked about how emerging technologies are changing contact centres and even the contra...

23 Nov 201819min

Traci Freeman is known to everyone in the BPO industry in South Africa. Based in Johannesburg, Traci runs Believe Consulting and advises BPESA. She was previously the Rockefeller Foundation representa...

18 Nov 20189min