Ian Barkin - SYKES - Automation, RPA, and Tech in CX
Ian Barkin is the Chief Strategy and Marketing Office at SYKES, based in Tampa, Florida. He has a long history in innovation and automation strategy and if you have taken an RPA course on LinkedIn the...
13 Sep 201928min
Clinton Cohen - iContact BPO - Recruitment And Super Agents In CX
Clinton Cohen is Managing Director of iContact BPO in Johannesburg, South Africa. He published a recent blog focused on the way recruitment is changing in CX and how agents need new skills to cope wit...
6 Sep 201913min
Ian Jacobs - Forrester Research - CX Emotion, Engagement, And Smart Speakers
Ian Jacobs is a principal analyst at Forrester Research, based in San Francisco, California. His focus is customer service and digital transformation so he is well placed to comment on the way that br...
30 Aug 201921min
Paula Kennedy Garcia - Concentrix - SOLVing The Gig Economy In CX
Paula Kennedy Garcia is the Vice President of strategic projects and corporate strategy at Concentrix, based in the UK. Paula manages the Solv project which is a Concentrix solution focused on working...
23 Aug 201913min
John Linkous - Phalanx Security - CX And Customer Data Security
John Linkous is the Founder and Principal Adviser at Phalanx Security, based out of Baltimore in the US. He has a long track record as an expert on cyber crime so in this edition of the podcast we con...
16 Aug 201912min
Peter Zaitsev - Percona - Data Security And CX
Peter Zaitsev is the founder and CEO of Percona, based in the US. Percona designs, supports, and advises on databases. They help companies manage data and keep it safe. This episode was inspired by th...
9 Aug 201917min
Alistair Niederer - Egeria Insights - Customer Complaints & Disputes
Alistair Niederer is the CEO of Egeria Insights, a recently formed company launched by the Resolver Group, the leading complaint and dispute resolution organisation in the UK. Egeria Insights is focus...
2 Aug 201915min
Steve Weston & Peter Ryan : CX In Egypt - Perception and Reality?
In this episode of the podcast we are exploring the perception and reality of working in different global locations after the news this week that airlines such as BA and Lufthansa are not flying to Ca...
26 Juli 201918min
