Rod Jones: Lessons From The Lockdown With Mark Hillary
Rod Jones is a contact centre strategic adviser, industry analyst, and consultant. He is based in Johannesburg, South Africa, and he is something of a legend in the CX analyst circles. Rod has spent ...
28 Apr 20205min
Syamant Sandhir - Futurescape - Sustainable CX (ESG)
Syamant Sandhir is Director of learning and technology at Futurescape, based in Gurgaon, India. Futurescape is focused on helping companies meet Environmental, Social and Governance goals (ESG), with ...
24 Apr 202022min
Audrey William - Ecosystm - Apps, Personalisation, & The Customer Journey
Audrey William is a Principal Advisor at Ecosystm, based in Sydney, Australia. She recently published a research paper on the contact centre industry in 2019. In this episode Audrey talks about conta...
17 Apr 202027min
Marianne Rutz - Rutz Consulting - The Key Steps To A Fast Work-From-Home Strategy
Marianne Rutz founded Rutz consulting over 20 years ago and she had advised companies such as Hertz, Thomas Cook, Ralph Lauren and Banco Santander. She is based in Stirling, in Scotland. Her focus is ...
16 Apr 202016min
Yoni Epstein - itelbpo - "We found a new gear in the gearbox..."
Yoni Epstein is the founding chairman and CEO of itelBPO, based in Montego Bay, Jamaica. ItelBPO has become a leader in the nearshore BPO industry in recent years with a move into Mexico, the Bahamas,...
15 Apr 202011min
Mike Aoki - Blending Customer Service And Sales
Mike Aoki founded Reflective Keynotes almost 20 years ago. The company is based in Toronto Canada and is focused on customer service and sales training as well as advisory work. Mike has a strong focu...
9 Apr 202016min
Matt Sims - 4t4Consult - What is the 'new normal' after COVID-19
Matt Sims is the founding director of 4t4Consult, based in the UK. Until last year he was the CEO of Teleperformance in the UK and South Africa. In this episode of the podcast Matt takes us on a journ...
8 Apr 202023min
Nic Marshall - Res-Q - Reacting Quickly To The COVID-19 Pandemic
Nic Marshall is the CEO of Res-Q, based in Hull in the UK. Res-Q is an owner-operated contact centre company with around 1,100 agents over two sites in the UK. In this episode of CX Files, Nic talks a...
7 Apr 20207min
