Miya Knights - Retail And CX In The Post-Pandemic Next Normal
Miya Knights is the Director and publisher of Retail Technology, possibly the first dedicated retail technology trade journal in the UK. She is based in Brighton, in the UK. Miya is also the global co...
7 Maj 202119min
WFH: Securing The Future For Your Organization
Mark Hillary, from CX Files, published a new book this week (WFH: Securing The Future For Your Organization) co-authored with Andrew McNeile, the CCO of Thinscale Technology in Dublin, Ireland. Shelli...
30 Apr 202125min
Alistair Niederer - TTEC - CX Is About Orchestration Not Outsourcing!
Alistair Niederer is the EMEA head of TTEC. He is based in London in the UK. Alistair has published several articles recently suggested that we need to redefine CX outsourcing - even dropping the term...
23 Apr 202113min
Tugs Smith - ATAC Inc - The Value Of WFH Certification
ATAC is a Canadian based virtual service BPO. They have been a Canadian trailblazer since 2011 and have always focused on work-from-home (WFH) agents. Tugs Smith is the co-founder of ATAC and in this ...
16 Apr 202115min
Peter Ryan : Ryan Strategic Advisory : Front Office BPO Omnibus Survey 2021 Results
It's that time of the year again! Ryan Strategic Advisory asks hundreds of CX decision-makers every year to talk about their most favored locations for BPO and other trends affecting the marketplace. ...
8 Apr 202118min
Simon Dillsworth : Davies Consulting : Intelligent Automation; Striking The Balance Between Cost And Driving Customer Loyalty
Simon Dillsworth is the UK Managing Director of Davies Consulting (Davies Group acquired Ember Group - you may have heard Simon a year ago on this podcast when he was with Ember). In this episode, Sim...
1 Apr 202118min
Chris Gillen : A Closer Look : Travel & Leisure CX Before And After Covid
Chris Gillen is the CEO of A Closer Look, based in Atlanta, Georgia. A Closer Look focuses on data and human intelligence and in this episode of the podcast Chris explores the effect of the Covid-19 p...
26 Mars 202122min
Rob van Herpen : 5CA : How WFH Will Evolve In 2021
Rob van Herpen is the Regional Vice President for North America at 5CA. He is based in North California. 5CA has a two-decade history of work-from-home (WFH) CX and Rob was here on CX Files a year ago...
19 Mars 202129min
