All Episodes
CX Files — 442 episodes · page 4 of 5
Ian Sanders - CX For Ticketing And Events
Paula Kennedy-Garcia - Solv - Gig CX Is Already The New Normal
Terry Rybolt - LiveXchange - CX + The Gig Economy = GigCX
Shannon Burch - Western Financial Group - Building CX Strategies For Smaller Or Established Companies
Scott Newman - Transparent BPO - Multisourcing And The New Normal For BPO In 2021
Ahmed Refky - Raya - CX & BPO In Egypt
Andrew McNeile - ThinScale Technology - Why WFH BPO Needs BYOD
Pratik Salia - Knowmax - Knowledge Management and CX
Michael DeSalles - Frost & Sullivan - Covid-19 And The BPO Road To 2021
Anny Serrano (OneStar Solutions) and Jason Heil (Redial BPO) - BPO On The Border In Mexico
How Has The Pandemic Affected Contact Centers In The Philippines? (with Transcom and Teleperformance)
Emelie Hedén Edlund - McKinsey - Where Is The Next Normal For Retail?
Simon Knudsen : Transcom : FLEX vs GigCX - Are The Contact Centers Getting Flexible?
Stephanie Reeves Millner - Teleperformance - US Retail In The Next Normal
Peter Ryan - Ryan Strategic Advisory - WFH, GigCX And Looking Ahead To CX in 2021
Mark Hillary - CX Is Leading Other Industries To The New Normal
Belarus - What's Happening And Why Now?
Kelvin Plomer - Jagex - Gaming And Managing Player Experience
Marcel Stroop - 5CA - The Difference Between Remote-Friendly And Remote-First Companies
Simon Dillsworth - Ember Group - The Gig Economy + WFH = GigCX
Merijn te Booij - Genesys - A WFH Evolution And How It Changes Corporate Culture
Lynda Arsenault - FDI Business Diplomacy - FDI and Investment In Regions For CX And BPO
Dr Julian Raabe - McKinsey & Co - Hyper-personalization, Transformation, and CX Innovation
CX Files - July 10 McKinsey episode will be with you on July 13
Luuk Houtepen - SThree - Are Contact Centers Hiring More Tech Expertise?
Brian Kearney & Ted Nardin - 5th Talent - We Asked 4000+ Agents What They Think Of WFH
Stephen Loynd - TrendzOwl 🦉- Analysis On The New Normal
Brian Pritchard - LiveXchange - The New Normal Needs Agility, Not Just WFH
Robin Hoekstra - Outworx - The Human Touch Is The New Normal For CX
Phil Jones - Teleperformance - CX, Innovation, and The New Normal
Graham Brown - HGS - A New Normal... The Future Of BPO And CX
Kathy Juve - Concentrix - 3 Years Of Digital Transformation In 3 Weeks
Jerry Leisure - Officium Labs - Creating A CX Marketplace That Embraces BPO And The Gig Economy
Peter Ryan - Ryan Strategic Advisory - The Top 5 Most Favoured Locations For Contact Centres in 2020
Alistair Niederer - Ember Group - Riding The Third Wave To A New Normal Of WAHA And Gigs
Rod Jones: Lessons From The Lockdown With Mark Hillary
Syamant Sandhir - Futurescape - Sustainable CX (ESG)
Audrey William - Ecosystm - Apps, Personalisation, & The Customer Journey
Marianne Rutz - Rutz Consulting - The Key Steps To A Fast Work-From-Home Strategy
Yoni Epstein - itelbpo - "We found a new gear in the gearbox..."
Mike Aoki - Blending Customer Service And Sales
Matt Sims - 4t4Consult - What is the 'new normal' after COVID-19
Nic Marshall - Res-Q - Reacting Quickly To The COVID-19 Pandemic
International CX Analyst Discussion on COVID-19
Brendan Kiely - ThinScale - WAHA & The Tech Supporting Working From Home
Audrey William - Ecosystm - BCP For Contact Centers in the COVID-19 Era
Dave Rizzo - Teleperformance - COVID-19 and Quickly Shifting To WAHA
Pedro Lozano - Sitel Group - Leading Clients Past The Covid-19 Crisis
James Dodkins - The CX Rock Star on his new ACXS online course
Mark Davies & Philip Clarke - Hunch - Strategic Innovation and CX
John Devlin - Ascensos - Switching To Work From Home In A Crisis Situation
Jim Farnsworth - SYKES - Covid-19 - building a fast work from home strategy
BONUS: Coronavirus Insight with Rob van Herpen, CCO of 5CA (95% of workforce work from home)
Annette Franz - CX Journey - Customer Understanding And Journey Mapping
BONUS: Coronavirus Analyst Insights "Plan For 18 Months of Disruption"
Andrew Hall - Webhelp - Innovation, Automation, and Emotive CX
Ian Golding - The Customer Institute - What Can You Do To Deliver Great CX?
Jeff Toister - The 1 Mistake Behind All Failed CX Strategies
Michael Valdsgaard (London Dynamics and formerly IKEA) - Augmented Reality For Retail CX
Neil Rae - CCO of VXI Global Solutions - RPA and Automation
Adrian Swinscoe - Punk CX - Getting Back To Basics
CX Files Will Soon Be A Book!
Simon Foot - CX Company - Chatbots and Conversational AI
Matt Sims - 4t4Consult - Where is the CX Focus in 2020?
Martin Hill-Wilson - Emotive CX
The CX Rock Star - James Dodkins
Gary Slade - Teleperformance - A Look Ahead to CX In 2020
Peter Ryan - Ryan Strategic Advisory - CX in 2019 and 2020
Stephen Loynd - TrendzOwl - CX in 2019 and 2020
Daniel Hong - Forrester Research - AI, Automation, and CX in 2020
John Devlin - Ascensos - CX With A Human Touch, Retail, RPA, and Alexa
Rachel Robinson - Teleperformance - The Future For Government CX
BONUS EPISODE: South Africa And CX in 2020
Colson Hillier - Alorica - Digital Transformation & Automation
Nicky Pharaoh - The Learning Curve - Managing People in CX
Julian Burnett - IBM - CX and Retail Strategy
Stephen Loynd - TrendzOwl - Digital Transformation and the future for CX
Dave Rizzo - Teleperformance Innovation Experience Center
Sarah Burnett - Everest Group - PEAK Matrix RPA Research
Vit Horky - NICE InContact - Where Is The Real Omnichannel?
Nicola Collister - Woven - CX Cost Is Killing Innovation
Mark Angus - Knowledge Executive - Blockchain in CX
Shelli Ryan - The CX Blockchain Institute
Ian Barkin - SYKES - Automation, RPA, and Tech in CX
Clinton Cohen - iContact BPO - Recruitment And Super Agents In CX
Ian Jacobs - Forrester Research - CX Emotion, Engagement, And Smart Speakers
Paula Kennedy Garcia - Concentrix - SOLVing The Gig Economy In CX
John Linkous - Phalanx Security - CX And Customer Data Security
Peter Zaitsev - Percona - Data Security And CX
Alistair Niederer - Egeria Insights - Customer Complaints & Disputes
Steve Weston & Peter Ryan : CX In Egypt - Perception and Reality?
Alan Graham - Mindpearl - Travel and CX
Felix Serrano - Activus Connect - Platforms and the CX gig economy
Rob Allman - Dimension Data - Global CX Benchmarking Research
Ved Sen - TCS - Digital Strategy, CX, and Innovation
Evan Jones - Harambee - How CX Can Create Employment
Shai Berger - Fonolo - Managing Call-Backs
Rod Jones - The 5 Common CX Operational Challenges
Srikanth Iyengar - Conduent - Evolution Of Modern CX
Steve Jones - Capgemini - Using Data For CX Insights