Lian Rowlands - Conversations By Ami - How Can We Improve ChatBots In CX?
Lian Rowlands is the director of partnerships at Conversations by Ami. She is based near Swindon in the UK. Ami is a chatbot that has helped millions of customers, but chatbots have a bad reputation. ...
1 Juli 202124min
GigCX Discussion Featuring McKinsey, LiveXchange, and NewAge Products
GigCX Discussion In this episode of CX Files we talk to a leading management consultant, a provider of a GigCX platform, and a user of GigCX to ask what is GigCX and why is it taking off in 2021? http...
25 Juni 202128min
Victor Pereda - Nearsol - How To Implement A New Contact Center
What is Contact Center Implementation? How do you create a new contact center in 2021? How do captive centers or BPOs enter into new locations and build a contact center? Victor Pereda is CEO of Nears...
17 Juni 202112min
Alex Mead - Who Decides On Who Is Really A CX Guru?
Alex Mead has a long track record in CX director roles in various brands. He is presently based in Bahrain and is the Executive Director of Customer Service Experience for a new Middle East startup th...
10 Juni 202113min
Helen Hickin - ICON Communication Centres - The Evolution Of B2B CX And Inside Sales
Helen Hickin is the founder and CEO of ICON Communication Centres, based in Prague in the Czech Republic. ICON is focused on CX, inside sales, and account management for B2B brands. Most of the time w...
3 Juni 202119min
Michele Rowan - WFH Alliance - After The Pandemic WFH Is Here To Stay
Michele Rowan is president of the WFH Alliance, an industry forum that organizes workshops, events and toolkits all focused on helping companies implement WFH programs. Michele is based in Dallas, Tex...
27 Maj 202116min
Jeff Pappas - ESRP - Where Should You Locate A Contact Center?
Jeff Pappas is the EVP of Site Selection and Brokerage at ESRP, based in Dallas, Texas. Jeff has two decades experience helping companies select the best site for their business - including contact ce...
20 Maj 202130min
Annelien Marcus - Clarion People - Recruitment And The Modern CX Professional
Annelien Marcus is director and recruitment manager at Clarion People, based in London. In this episode she talks about the changing nature of CX recruitment and the skills needed to be a modern CX p...
14 Maj 202120min
