CX Files

The Ryan Strategic Advisory Front Office BPO Omnibus Survey for 2022 is now published! In this edition of CX Files, Peter talks about the results - focusing on the top 5 countries globally - with a pa...

7 Apr 202238min

Jacqui Turner is the founder of Turner Corner Learning Solutions, based in the UK. She specialises in customer service and team leader coaching. Peter called Jacqui to explore the role of coaching and...

31 Mars 202234min

Ivan Kotzev is a research analyst at NelsonHall - he is focused on CX transformation. In this episode, Ivan looks to the future. How is CX transforming in the post-pandemic environment and which techn...

25 Mars 202223min

Mike Pipicello is the VP of Client Services for GlobalStep. He is based in Montreal, Quebec, Canada. GlobalStep is focused on gaming and digital services so in this edition we are focused on games and...

17 Mars 202227min

Robin Harrison is the Group Chief Marketing Officer at Webhelp. He is based in the UK. Robin has some strong views on the post-pandemic return to normal. Both employees and customers have changed, so ...

10 Mars 202225min

It's International Women's Day this week so Peter talked to two inspirational female CX leaders... and name-checked many others that we have also featured on the CX Files! Alexandra Fus, Operations Ma...

3 Mars 202227min

Paula Kennedy Garcia is the global head of Trust & Safety and Content Moderation at Concentrix. Paula is based in Belfast. In this episode, Paula explains to Peter the importance of a T&S strategy and...

25 Feb 202220min

Stephen Loynd is a great friend of the CX Files. He is the founder and principal analyst at TrendzOwl, based in Virginia, US. Stephen joins the CX Files this time to explore the effect of the Great Re...

17 Feb 202232min