CX Files

Yoni Epstein is the founder and chairman of itelbpo, based in Jamaica. In the podcast Yoni talks about automation, AI, bots, and what this all means for the contact centre - and the team working insid...

10 Nov 201810min

Morris Pentel is Chairman of the CX Foundation, a private global foundation focused on best practice in CX. He talks on this episode about how to redesign Voice Of the Customer (VOC) projects to bette...

2 Nov 201813min

Thomas Reby is a Senior Strategy Manager at Google in Ireland. He is an internationally experienced CX professional, with proven track record of leading multi-national teams and business programs in t...

26 Okt 20187min

Giovanni Tavani is the director of Global Customer Care and Social Media at Royal Canin, based in France. He recently joined Royal Canin and was previously the head of social customer care at Dell - a...

19 Okt 20187min

Stephen Loynd is the global program director of the digital transformation practice at Frost & Sullivan and is therefore well known internationally as a leading futurist and CX expert. Stephen is cons...

12 Okt 201816min

In this edition of the podcast I'm speaking with William Carson from Concentrix. William is based in London and is a CX Growth Hacker, which is an interesting job title and I know from working with Wi...

5 Okt 20189min

Simon Dillsworth is Executive Business Partner at Praxidia, which is a management consulting firm spun out of CX firm Teleperformance at the start of 2018. Simon has a long track record in both manage...

28 Sep 20185min

Matt Sims has spent his entire career focused on designing customer experience. He is now the CEO of Teleperformance UK and South Africa. Teleperformance is possibly the largest CX-focused company in ...

21 Sep 201811min