Rob Dwyer - Happitu - What Can We Learn From CX Podcasting?
Rob Dwyer is the VP of Customer Engagement at Happitu. He is based in Wichita, Kansas. Rob also hosts the Next In Queue podcast - another CX-focused podcast. Peter Ryan called Rob to talk about CX les...
16 Feb 202431min
BONUS - Sensée Buys The Contact Company ... CX Files talks to both CEOs
On February 5, 2024, British contact centre company The Contact Company (TCC) was put into adminstration. Struggling to recover from a cyber attack in 2022, the previously successful company found its...
8 Feb 202415min
Mike Harfield - Sigma Connected - Developing Great Career Options For CX Teams
Mike Harfield is the COO and Co-Founder at Sigma Connected Group. He is based close to Birmingham in the UK. In this epsiode of CX Files Mark Hillary speaks to Mike about developing careers in CX. He ...
8 Feb 202427min
Nina Čaprić - NCR Voyix - How BPOs Can Manage Government Relationships
Nina Čaprić is the Government Relations Manager EMEA at NCR Voyix. She is based in Belgrade, Serbia. Peter Ryan called Nina to talk about her role managing government relationships. How is the public ...
1 Feb 202429min
Jo Garland : Remote Employee Engagement In Contact Centers (WFH)
Jo Garland is an experienced CX professional. She is based in Surrey in the UK, close to London. In this interview Jo is speaking in a personal capacity as Peter Ryan called to ask about her experienc...
25 Jan 202426min
Randy Arellano - DATAMARK - BPO Has Transformed In The 2020s And This Change Favors Mid-Size CX Experts
Randy Arellano is the head of sales and marketing at DATAMARK. He is based in Dallas, Texas. DATAMARK offers contact center and Business Process Outsourcing (BPO) services with delivery centers in th...
19 Jan 202430min
More Than AI: The Less Obvious CX Predictions For 2024
Every analyst and journalist is saying that AI will be important in 2024. It's obvious... but what are the less obvious predictions we can make for CX trends in the new year? CX Files host Peter Ryan ...
11 Jan 202433min
CX Files Year In Review: Mark Hillary and Peter Ryan look back at 2023
It's the festive season. Mark and Peter have decorated the podcast for Christmas. Although many people will now be off work for the Holidays there are millions of CX agents out there still helping cus...
21 Dec 202322min
