CX Files

James Dodkins is better known as the CX Rock Star. He blends music and business insight when helping companies improve their CX. Customer Experience magazine recently called him the #1 CX Influencer i...

10 Jan 202026min

Gary Slade is the UK and South Africa CEO of Teleperformance. In over 30 years working in CX he believes that this is the most exciting time to be in the industry. In the interview Gary talks about se...

3 Jan 202018min

Peter Ryan is the principal analyst at Ryan Strategic Advisory, based in Montreal Canada. Peter is well-known globally as a leading expert on CX and he is almost always on the road visiting companies ...

27 Dec 201913min

Stephen Loynd is the principal analyst at TrendzOwl, based in Washington DC. He is a well-known global CX commentator and in this episode he looks back at some key events in 2019 and predicts what to ...

20 Dec 201919min

Daniel Hong is VP & Research Director, Digital Customer & Collaboration Practice and Healthcare Practice at Forrester Research, based in San Francisco. In this episode Daniel explores his thoughts on ...

13 Dec 201923min

John Devlin is the Founder and CEO of Ascensos. He is based in the UK and spoke to CX Files from his office in Romania. John talks about retaining the human touch in CX, even in the face of so many em...

6 Dec 201923min

Rachel Robinson is the Executive Vice President of Public Sector Services at Teleperformance, based in Bristol UK. Rachel recently published an opinion paper titled 'The Future For Government Contact ...

29 Nov 201911min

BONUS EPISODE! Peter Ryan leads a conversation with Felix Serrano and Adrian Smith based on their recent visit to the BPESA Global Business Services Investor Conference in Durban.   Felix Serrano Co-F...

26 Nov 201920min