CX Files

Mark and Peter take a diversion from the usual CX discussion to talk about LinkedIn. Why is it filled with garbage today and what can be done about it? Is there a way back for Microsoft to restore the...

17 Mar 202520min

Last Saturday was International Women's Day 2025. To mark the occasion, Peter Ryan reached out to three leading women working in CX in three different global locations. Listen to his discussion with t...

13 Mar 202534min

Sergei Levteev is the Chairman and CEO of IBA Group. He is based in Prague in Czechia. IBA Group is a technology company with deep experience building and supporting IT infrastructure. They have manag...

6 Mar 202513min

Audrey William is Principal Advisor at Ecosystm. She is based between Sydney, Australia and Singapore. Audrey has several areas of research focus, including  the Future of Work, Unified Communications...

27 Feb 202531min

Ian Jacobs is the Vice President and Lead Analyst at Opus Research. He is based in San Francisco, California, USA. In this conversation with Mark Hillary, Ian explores how BPO is being transformed by ...

20 Feb 202552min

Sid Victor is the Senior Vice President and Head of Support Services at Movate. He is based in Frisco, Texas, USA. Sid has published his opinion around BPO flexibility on LinkedIn several times. He ha...

13 Feb 202538min

Phil Fersht is the CEO and Principal Analyst at HFS Research. He is based in Boston, Massachusetts, USA. He recently posted this 'AI continuum' on LinkedIn: https://www.linkedin.com/posts/pfersht_rpa...

6 Feb 202535min

Gregorio Uglioni is an Associate Partner at Forward. He is based in Zurich, Switzerland. Greg is focused on business transformation and service excellence. He is an outspoken commentator on LinkedIn a...

30 Jan 202526min