How Has The Pandemic Affected Contact Centers In The Philippines? (with Transcom and Teleperformance)
In this episode we will hear from two BPO leaders focused on how the Philippines is recovering from the Covid-19 pandemic. Don Berryman is the Executive Vice President and Chief Commercial Officer of ...
2 Okt 202021min
Emelie Hedén Edlund - McKinsey - Where Is The Next Normal For Retail?
Emelie Hedén Edlund is a design director at McKinsey Design. She is based in Stockholm Sweden. Emelie is experienced in design thinking and has a background in industrial design, trend forecasting and...
25 Sep 202015min
Simon Knudsen : Transcom : FLEX vs GigCX - Are The Contact Centers Getting Flexible?
Simon Knudsen is the CEO at Xzakt Kundrelation - a Transcom company. He is based in Stockholm, Sweden. Simon heads the FLEX model Transcom has recently launched. FLEX aims to offer GigCX-style flexibi...
18 Sep 202016min
Stephanie Reeves Millner - Teleperformance - US Retail In The Next Normal
Stephanie Reeves Millner is Vice President of CX Management at Teleperformance US. She is also a board member of TP Women and she is based in Phoenix, Arizona. One of her key areas of focus is America...
11 Sep 202012min
Peter Ryan - Ryan Strategic Advisory - WFH, GigCX And Looking Ahead To CX in 2021
Peter Ryan is the Principal Analyst at Ryan Strategic Advisory. He is one of the best-known commentators on CX and contact centres globally. Peter is based in Montreal, Canada. In this episode, Peter ...
4 Sep 202012min
Mark Hillary - CX Is Leading Other Industries To The New Normal
Something new - just Mark Hillary alone this week. It's an experiment, but next week will be the usual interview format... Mark explores how the CX industry has managed to innovate and adapt to the ne...
28 Aug 20209min
Belarus - What's Happening And Why Now?
What's happening in Belarus and how does it affect the wider IT and CX business community? On this episode, three experts on Belarus, and the region, discuss the recent disputed election and the subse...
21 Aug 202023min
Kelvin Plomer - Jagex - Gaming And Managing Player Experience
Kelvin Plomer is director of player experience at Jagex, based in Cambridge in the UK. Jagex is well known for their classic RPG, Runescape, but they have several other games in their portfolio. In th...
14 Aug 202029min
