CX Files

Steve Morrell is the Managing Director of ContactBabel. ContactBabel is an industry analyst firm, which studies the global contact centre and customer engagement industries. They recently published th...

8 Feb 201914min

Patrick O' Brien is the UK research director at Global Data Retail and has a long career researching retail trends in the UK and across Europe. Global Data publishes over 15,000 reports and forecasts ...

1 Feb 201914min

Loren Moss is the founder of Unido Digital, based in Medellín, Colombia. He is a CX analyst with expert knowledge of FinTech and Intelligent Automation. In this interview, Loren and I spoke about CX c...

25 Jan 201920min

Vit Horky is the co-founder and CEO of Brand Embassy, based in Prague. Brand Embassy is focused on helping companies move to digital customer service. He recently published a book titled 'Customer Ser...

18 Jan 201913min

Mark Angus is the CEO of publisher and research company Knowledge Executive, based in Johannesburg, South Africa. Together with Peter Ryan of Ryan Strategic Advisory he is hosting a new conference foc...

17 Jan 20199min

Jens Butler is the Director of Services, CX, and Sourcing for Tech Research Asia, based in Sydney, Australia. He is one of the best known analysts focused on sourcing and CX in the region and is in de...

11 Jan 201912min

Melissa O'Brien is the Research Vice President for customer engagement, retail and travel at HfS Research - she is based in Boston, Massachusetts. HfS is known globally as one of the most innovative a...

4 Jan 20198min

The final CX Files of 2018! Peter Ryan is Principal of Ryan Strategic Advisory, based in Montreal Canada. Peter talked to me about some of the big CX events of 2018 and what we can look forward to in ...

28 Dec 201810min