CX Files
By Mark Hillary and Peter Ryan
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Category: Management
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Episodes: 370
Description
CX Files features your hosts, CX industry analysts Mark Hillary and Peter Ryan, speaking each week to leading analysts, thinkers, and practitioners focused on managing the Customer Experience (CX). In each episode Mark and Peter talk to their guests about the future of CX, the important trends, and what customers really expect from brands today.
| Episode | Date |
|---|---|
|
Amas Tenumah - Amas Talks - The Worst Job in Corporate America Is in a Call Center
|
Apr 24, 2025 |
|
Phil Kitchen - Customer Contact Panel - Jamaica Is Moving Beyond The Nearshore
|
Apr 17, 2025 |
|
Juan Caire & Jim Farnsworth - Alliance BPO - To Hermosillo And Beyond!
|
Apr 10, 2025 |
|
Chris Dumpleton - Limitless - Is GigCX + AI The Future For Customer Service?
|
Apr 03, 2025 |
|
Dave Rumble - Maistro - Using Gen AI To Find B2B Partners
|
Mar 27, 2025 |
|
CCW Berlin 2025 Feedback - with Raya CX and CXHero
|
Mar 20, 2025 |
|
What Is Wrong With LinkedIn?
|
Mar 17, 2025 |
|
IWD 2025 - Women In CX In 2025
|
Mar 13, 2025 |
|
Sergei Levteev - IBA Group - The Tech Infrastructure Supporting CX
|
Mar 06, 2025 |
|
Audrey William - Ecosystm - AI In CX: The Main Blockers & Opportunities
|
Feb 27, 2025 |
|
Ian Jacobs - Opus Research - The Hype And Reality For AI In CX
|
Feb 20, 2025 |
|
Sid Victor - Movate - Is Flexibility Essential For The Future Of BPO?
|
Feb 13, 2025 |
|
Phil Fersht - HFS Research - Innovation In CX From AI To AGI
|
Feb 06, 2025 |
|
Gregorio Uglioni - CX Goalkeeper - CX Transformation That Hits The Back Of The Net!
|
Jan 30, 2025 |
|
Joel Walker - tkg - What Do CX Suppliers Need To Bring To The Table?
|
Jan 23, 2025 |
|
BONUS: CX In 2025 Discussion
|
Jan 20, 2025 |
|
Veronica Richards - CALLS - Servicio Estelar: Navigating Customer Care in Mexico
|
Jan 16, 2025 |
|
Neville Samuels - Virtual Staff 365 - Trends In Virtual CX Staffing
|
Jan 09, 2025 |
|
Mark Lowe - Managing Risk and Security in CX
|
Dec 19, 2024 |
|
Katrin Langley - Approaching First-Time Outsourcing
|
Dec 12, 2024 |
|
Jose Paz - Startups BPO - CX Recruitment In Honduras and US Nearshore
|
Dec 05, 2024 |
|
Claas van Delden - yoummday - Will Gig CX Replace The Multilingual Hub?
|
Nov 28, 2024 |
|
Ted Nardin - Teleperformance - How CX Can Add Value And Create Success
|
Nov 21, 2024 |
|
John Dinardo - Nordia - BPO In Canada And Beyond 🇨🇦
|
Nov 14, 2024 |
|
Vidya Ravichandran - UnifyCX - GlowTouch is now UnifyCX And The Tech Future For CX
|
Nov 07, 2024 |
|
EXTRA SHOW: How Does the UK 2024 Budget Impact BPO and CX?
|
Nov 04, 2024 |
|
Tanya Scotece - Miami Dade College - A Focus On Care In Funeral Services
|
Oct 31, 2024 |
|
Mark Hillary - The Social Sales Playbook - How B2B Companies Sell To Each Other!
|
Oct 24, 2024 |
|
Neal Topf - Callzilla - Clients Want To Understand BPO Culture Not Just Metrics
|
Oct 17, 2024 |
|
Peter Ryan - When will we see Philippines BPO 2.0?
|
Oct 10, 2024 |
|
Isobel Rogers & Karen Howard - The Launch Of The CX Alliance
|
Oct 03, 2024 |
|
Graham Brown - Alorica - Using AI To Offer CX In Any Language
|
Sep 26, 2024 |
|
Stephen Loynd & Chris Gillen - How AI Has Redefined CX
|
Sep 19, 2024 |
|
Michael Clark - CXTT Consulting - The Tech That Makes CX Work
|
Sep 12, 2024 |
|
Martin Anderson 🍋 - Lemon Contact Centre - Entrepreneurs In CX
|
Aug 15, 2024 |
|
Jonas Berggren - Transcom - AI & Transforming Customer Service
|
Aug 08, 2024 |
|
Leo Lopez - Calltastic - The Top 5 Mistakes Startups Make With CX
|
Aug 01, 2024 |
|
Alistair Niederer - FormIGA - IAOP & GSA join forces for good in BPO and CX
|
Jul 25, 2024 |
|
Stephen Peattie & Dan Castilla - Assessing BPO & CX From Fiji
|
Jul 18, 2024 |
|
Leigh Hopwood - CCMA - CX From The Buyer's Perspective
|
Jul 11, 2024 |
|
Sandra Busby - Cnect Wales - 'Welcome to Wrexham' Could Lead To More CX in Wales
|
Jul 04, 2024 |
|
Alexandra da Silva Rodrigues - Generator & Freehand Hotels - Supporting Multilingual Customer CX In Hotels
|
Jun 27, 2024 |
|
Andreas Helland - Atender Group- Delivering Nordics CX From Málaga In Spain
|
Jun 20, 2024 |
|
Stephen Loynd - TrendzOwl - AI And Innovation In The USA
|
Jun 13, 2024 |
|
Erin Broecker - Teleperformance - Using Content To Learn More About CX
|
Jun 06, 2024 |
|
Michael Morrison - NCRI Inc - CX And BPO Trends In Canada
|
May 30, 2024 |
|
Aymen Ismail - smart - Creating Smart Cars And Building Great Customer Relationships
|
May 22, 2024 |
|
Seandette Wiltshire - The Contact Hub - CX and BPO Is Taking Off In Barbados
|
May 16, 2024 |
|
Steve Mosser - Sensée - Flexible WFM & Total Footprint Optimization
|
May 09, 2024 |
|
CX Outsourcers Atlanta - Immediate Feedback From The Conference Floor
|
May 02, 2024 |
|
Chris Gillen - A Closer Look - CX With AI And Humans Working Together
|
Apr 29, 2024 |
|
Alex Muñoz - Hispanic Media Center - The Complexity Of CX For The Hispanic Community In The USA
|
Apr 25, 2024 |
|
Barry Winkless - Future of Work Institute - Creating Attractive Destinations For Talent
|
Apr 22, 2024 |
|
Paula Kennedy Garcia - CX Digital Delivery
|
Apr 18, 2024 |
|
Alex Mead - Total CX - Bahrain For Nearshore And Offshore CX
|
Apr 11, 2024 |
|
Nirali Amin - LivePerson - The State Of Customer Conversations And The AI Gap
|
Apr 04, 2024 |
|
Chris Hague - yoummday - CCW Berlin Feedback And The Future Of CX
|
Mar 28, 2024 |
|
Rod Jones - "75 Not Out" And Looking Back At Half A Century Of CX
|
Mar 21, 2024 |
|
Matt Kendall - BPO Bullhorn - A New Newsletter For The BPO & CX Community
|
Mar 14, 2024 |
|
Dr Lollie Mancey - UCD Innovation Academy - Resilience And Work/Life Balance In The CX Workplace
|
Mar 07, 2024 |
|
Bruce Winder - The Future Opportunities And Challenges For CX In Retail
|
Feb 29, 2024 |
|
Vaishali Dialani - Konabos - CX And Data-Driven Analytic Decisions
|
Feb 22, 2024 |
|
Rob Dwyer - Happitu - What Can We Learn From CX Podcasting?
|
Feb 16, 2024 |
|
BONUS - Sensée Buys The Contact Company ... CX Files talks to both CEOs
|
Feb 08, 2024 |
|
Mike Harfield - Sigma Connected - Developing Great Career Options For CX Teams
|
Feb 08, 2024 |
|
Nina Čaprić - NCR Voyix - How BPOs Can Manage Government Relationships
|
Feb 01, 2024 |
|
Jo Garland : Remote Employee Engagement In Contact Centers (WFH)
|
Jan 25, 2024 |
|
Randy Arellano - DATAMARK - BPO Has Transformed In The 2020s And This Change Favors Mid-Size CX Experts
|
Jan 19, 2024 |
|
More Than AI: The Less Obvious CX Predictions For 2024
|
Jan 11, 2024 |
|
CX Files Year In Review: Mark Hillary and Peter Ryan look back at 2023
|
Dec 21, 2023 |
|
Adrian Swinscoe - Punk CX - Defining A Punk Future For CX
|
Dec 14, 2023 |
|
Southeastern - Managing CX For A Railway And Building A Great CX Partnership
|
Dec 07, 2023 |
|
Sidharth Mukherjee - Teleperformance - How CX Can Really Use Generative AI
|
Nov 30, 2023 |
|
Andrew McNeile - ThinScale - WFH Security And How Covid Changed BPO Forever
|
Nov 23, 2023 |
|
Sagufta Janif - Outsource Fiji - How Is A South Pacific Island Nation Succeeding At BPO?
|
Nov 16, 2023 |
|
Chris Hague - Yoummday - Is Traditional BPO Dead Or Just Evolving?
|
Nov 09, 2023 |
|
Nerys Corfield - Injection Consulting - What's Going Wrong With Digital CX?
|
Nov 02, 2023 |
|
Dianne McCoubrey - Grypp - The Future For Video In Customer Service Interactions
|
Oct 26, 2023 |
|
Mike Butler & David Neale - Nutun CX - When ESG And CSR Lead To A Dramatic Improvement In CX
|
Oct 19, 2023 |
|
Diane Edwards - Mona School of Business & Management - Data Protection In Jamaica
|
Oct 12, 2023 |
|
Michele Rowan - WFH Alliance - Is WFH And Hybrid Now Permanent In CX And BPO?
|
Oct 05, 2023 |
|
Terry Rybolt - LiveXchange - GigCX And The Benefits Of A Flexible Workforce
|
Sep 28, 2023 |
|
Beza Tekola - Suture BPO - Improving The Patient Experience In Healthcare
|
Sep 21, 2023 |
|
Jon Yarlett - Impact Sourcing Alliance - The Role of Impact Sourcing In BPO and CX
|
Sep 14, 2023 |
|
Cheryl Paarwater - Call-Lab BPO - Confidence in South Africa BPO
|
Sep 07, 2023 |
|
CX Files Is Back Tomorrow!
|
Sep 06, 2023 |
|
CX Files Is Taking A Summer Break - Back In September!
|
Aug 03, 2023 |
|
Alistair Niederer - NeedleRock - The Truth About ESG And BPOs
|
Jul 27, 2023 |
|
CX FILES JULY Q&A - Mark Hillary & Peter Ryan
|
Jul 24, 2023 |
|
Keith Gait - CX Foundation - Definitely CX 📚
|
Jul 20, 2023 |
|
Caskey Ndaba - Momentum Metropolitan Insurance - CX & Insurance In Africa
|
Jul 13, 2023 |
|
Audrey William - Ecosystm - Listening To Customers And Using Data To Create Better Insights
|
Jul 06, 2023 |
|
Amy Bennet Roach - Blue Ocean Contact Centers - The Future For Flexible CX
|
Jun 29, 2023 |
|
Peter Klayman - Bottle Rocket - Justifying Investment In CX
|
Jun 22, 2023 |
|
Jeremiah Okello - Collins Consulting - Kenya And Emerging Africa Opportunities For CX And BPO
|
Jun 15, 2023 |
|
CxO Glasgow Feedback / Stephen Loynd / Founder of TrendzOwl 🦉
|
Jun 08, 2023 |
|
Barry Winkless - Cpl Group - What is The Future Of CX Work?
|
Jun 01, 2023 |
|
Shane Jackson - Knowledge Rhino - The Value of WFM in CX
|
May 25, 2023 |
|
Sadiq Mohammed - USMAART - Matching CX Clients To The Right BPO Partner
|
May 18, 2023 |
|
Marianne Withers & Cath Wohlers - How Can BPOs Handle Vulnerable Customers With Empathy?
|
May 11, 2023 |
|
BONUS! What Is Happening With BPO Mega-Consolidation?
|
May 09, 2023 |
|
Ian Barkin - What Is The Future For BPO?
|
May 04, 2023 |
|
Marko Torovic - NSourcing - Where Is My Limo? Luxury Auto Travel And Luxury CX
|
Apr 27, 2023 |
|
Peter Ryan - The 2023 Ryan Strategic Advisory Front Office CX Omnibus Survey RESULTS
|
Apr 20, 2023 |
|
Simon Kriss - CX and BPO In Australia
|
Apr 13, 2023 |
|
Johan Steyn - Could ChatGPT And AI Kill The Contact Center?
|
Apr 06, 2023 |
|
Kirk Laughlin - Nearshore Americas - CX in the Caribbean
|
Mar 30, 2023 |
|
Chandni Bhatt - Beauty Pie - Focusing On High Value Subscriptions And CX
|
Mar 23, 2023 |
|
Matt Sims - Alorica - Comparing CX Strategies In The US And Europe
|
Mar 16, 2023 |
|
Stuart Knight - flōswitch - Cost Optimization And Tech Redundancy For BPOs
|
Mar 16, 2023 |
|
Nathan Muniz - 247SECRETARY.COM - Impact Sourcing And Building Community in Philippines BPO
|
Mar 02, 2023 |
|
Marianne Rutz - Rutz Consulting - How To Avoid CX Breakdowns
|
Feb 23, 2023 |
|
Michelle Cirocco - Televerde - CX Offers A Second Chance For Incarcerated Women
|
Feb 16, 2023 |
|
Alistair Niederer - Planning For Permanent WFH And Hybrid
|
Feb 10, 2023 |
|
John Sills - MD at The Foundation and Author of 'The Human Experience'
|
Feb 02, 2023 |
|
Paige Webster - Global Site Selectors - Global BPO Site Selection
|
Jan 26, 2023 |
|
Justin Custer - ChatLingual - The Power of Digital Chat: How it Transforms CX
|
Jan 19, 2023 |
|
Stephanie Todd - Soul CX - How Can The Airlines Recover From Their CX Disaster?
|
Jan 12, 2023 |
|
Mark Walton - Cloudbase Partners - WFH Audits and Health & Safety For Home Workers
|
Jan 05, 2023 |
|
CX In 2023 - Digital, Voice, And Other Trends With A Panel Of Expert Analysts
|
Dec 29, 2022 |
|
Mark Hillary and Peter Ryan Look Back At The Best Of CX Files In 2022
|
Dec 22, 2022 |
|
The Best CX Podcasters Looking Back At 2022 And Forward To 2023
|
Dec 15, 2022 |
|
Steve Mosser - Sensée - Building A Positive Team Culture In WFH CX
|
Dec 08, 2022 |
|
Martin Roe - CCI Global - Exploring BPO & CX In Africa
|
Dec 01, 2022 |
|
Roger Beadle - Limitless - GigCX And The Future Of Flexible CX
|
Nov 24, 2022 |
|
Chris Gillen - A Closer Look - Travel CX Over The Holidays And Into 2023
|
Nov 16, 2022 |
|
Jonathan Steiman - Peak Support - From CX Analyst To Building A New BPO Company
|
Nov 10, 2022 |
|
Jonas Berggren - Transcom - GigCX And A Flexible Future For CX & BPO
|
Nov 02, 2022 |
|
Barry Matthews - Open Assembly - The Future Of Work (And CX)
|
Oct 27, 2022 |
|
Leigh Hopwood - CCMA - Our Industry Will Thrive Through Learning
|
Oct 19, 2022 |
|
David Powers - Rooter Hero - Managing CX When Callers Have A Disaster On Their Hands!
|
Oct 13, 2022 |
|
Rick Collins - Marsh - Managing Risk And Fraud In CX
|
Oct 06, 2022 |
|
Stephen Loynd - What Is The Metaverse And Why Does It Matter For CX?
|
Sep 29, 2022 |
|
Ben Jones - Sigma Connected Group - Key Lessons From CXO 2022
|
Sep 22, 2022 |
|
Ricardo Pedroza - PROCOLOMBIA - BPO and CX in Colombia
|
Sep 15, 2022 |
|
BPO In Georgia With Sean Goforth & Lynda Arsenault
|
Sep 07, 2022 |
|
Victor Pereda - Nearsol - How Startups and Hypergrowth Companies Manage CX
|
Sep 01, 2022 |
|
Indu Badlani - Project Space and StaffingExpert - Career Development in CX
|
Aug 25, 2022 |
|
Simon Yoxon-Grant - TLScontact - The Recovery Of The Travel Industry
|
Aug 17, 2022 |
|
Claas van Delden - Yoummday - CX Acquisition And Expansion In Europe
|
Aug 11, 2022 |
|
Cheryl Paarwater - Call Lab BPO - Impact Sourcing And Creating Employment Opportunities With CX In South Africa
|
Aug 04, 2022 |
|
Andrew Hall - Quantanite - Content Moderation And Post-Covid CX Offshoring
|
Jul 28, 2022 |
|
Tony Won - Is Gaming Player Support The Same as Customer Service?
|
Jul 22, 2022 |
|
Hemant Puthli - Neo Group - ESG & CSR In CX/IT/BPO
|
Jul 14, 2022 |
|
Bill Colton - Global Telesourcing - Could Celebrities Help BPOs Find Talent?
|
Jul 08, 2022 |
|
Colson Hillier - Alorica - Building CX Resilience And Innovation
|
Jun 30, 2022 |
|
Stefan Freyer - Orphoz (McKinsey & Co) - Connecting A CX Vision To CX Implementation
|
Jun 23, 2022 |
|
Natasha Ratanshi-Stein - Surfboard - Turning WFM For CX Into Team Planning
|
Jun 16, 2022 |
|
Sara Sloman - Paythru - CX for EVs And Sustainable Transport
|
Jun 09, 2022 |
|
Annelien Marcus - Clarion People - Post-Covid CX Recruitment
|
Jun 02, 2022 |
|
Cathy Jooste - Atento - The Evolution Of CX Nearshoring
|
May 27, 2022 |
|
Daniel Hay - Dow - Designing A Fantastic B2B Customer Experience
|
May 19, 2022 |
|
Faye Joubert - iSON Xperiences - CX Partnerships After The Pandemic
|
May 12, 2022 |
|
Nadia Pace - Coaching for Success in CX
|
May 05, 2022 |
|
Steven Van Belleghem - The Future of Customer Loyalty And CX
|
Apr 28, 2022 |
|
Paul O'Hara - Teleperformance - It's Time To Truly Value CX Partnerships
|
Apr 21, 2022 |
|
Wiktor Doktór - Pro Progressio - CX And BPO In Poland And The CEE Region
|
Apr 14, 2022 |
|
The Top 5 Offshore BPO Destinations In 2022
|
Apr 07, 2022 |
|
Jacqui Turner - Coaching For CX Success And Leadership
|
Mar 31, 2022 |
|
Ivan Kotzev - NelsonHall - CX Innovation & Transformation
|
Mar 25, 2022 |
|
Mike Pipicello - GlobalStep - CX For Games And Gaming
|
Mar 17, 2022 |
|
Robin Harrison - Webhelp - The Post-Covid Evolution Of CX
|
Mar 10, 2022 |
|
Let's Hear It For The CX Women With Alexandra Fus And Kathia Yacaman
|
Mar 03, 2022 |
|
Paula Kennedy Garcia : Trust & Safety in CX
|
Feb 25, 2022 |
|
Stephen Loynd - TrendzOwl - CX And The Great Resignation
|
Feb 17, 2022 |
|
Terry Rybolt - LiveXchange - Don't Fear The GigCX Worker!
|
Feb 10, 2022 |
|
Shira Dodi - Checkmarx - Cybersecurity And CX
|
Feb 03, 2022 |
|
William Carson - Ascensos - Planning For CX After Covid
|
Jan 27, 2022 |
|
Scott Broetzmann - CCMC - What Causes Customer Rage And How Can You Handle It?
|
Jan 20, 2022 |
|
Lisa Stoner - Uber - CX Innovation And Hyper-Growth
|
Jan 13, 2022 |
|
CX In 2022 With Stephen Loynd & Lian Rowlands
|
Jan 06, 2022 |
|
Peter Ryan & Mark Hillary on The Major CX Issues For 2022
|
Dec 30, 2021 |
|
TTEC & Teleperformance Review Of 2021 and 2022 Preview
|
Dec 23, 2021 |
|
2021 Offshore BPO Confidence Index - Cognitive Copy and Ryan Strategic Advisory
|
Dec 16, 2021 |
|
Gill Marchbank - ResQ - Building World Class Culture In EX & CX
|
Dec 09, 2021 |
|
Steve Gush - Sitel Group - Digital CX Now And In 2022
|
Dec 02, 2021 |
|
Ian Jackson - Enshored - CX and e-Commerce for the giants and innovative startups
|
Nov 25, 2021 |
|
Hui Wu-Curtis - SupportU - Impact Sourcing For CX
|
Nov 18, 2021 |
|
Tariq Alinur - Brayn CX - The Growth In Video Chat For CX
|
Nov 11, 2021 |
|
Tamar Ravelli - Talingual - How Is BPO Recruitment Recovering After Covid?
|
Nov 04, 2021 |
|
Hailey Corr - Vistio - Best Practice In CX Automation
|
Oct 28, 2021 |
|
Steve Soechtig - Ogilvy Experience - Building Long-Term Customer Relationships With CX
|
Oct 21, 2021 |
|
Professor Moira Clark - Henley Business School - Customer TLV And Building Back Better CX
|
Oct 14, 2021 |
|
Tijana Dmitrovic - Contact Service - How To Build A Career In CX
|
Oct 07, 2021 |
|
Darren Arnold & George Todd - Intersect-HP - Genuine Employee Engagement In CX
|
Sep 30, 2021 |
|
Jo Causon - ICS - Building Back With Better CX
|
Sep 23, 2021 |
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Mark Trimble - Powerland - CX And The Cloud
|
Sep 16, 2021 |
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Vidya Ravichandran - Glowtouch - Diversity And Inclusion In CX and BPO
|
Sep 09, 2021 |
|
Greg Murphy - Instanda - CX And Insurance In The Cloud
|
Sep 02, 2021 |
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Gareth Richards - Help With My Visa! - Travel CX After The Pandemic
|
Aug 26, 2021 |
|
Tanya Sinclair - ChargePoint - How Do We Improve The EV User Experience?
|
Aug 19, 2021 |
|
Tom Doran - Bupa - WFH CX Strategy Before And After Covid
|
Aug 12, 2021 |
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Charlotte Dunsterville - Sure - Managing B2B, B2C, Sales And CX All Together!
|
Aug 05, 2021 |
|
Mark Walton - Sensée - The Emergency Is Over, Time For WFH To Get Professional
|
Jul 29, 2021 |
|
Richard Farrand - Conduent - Designing And Transforming For Great CX
|
Jul 22, 2021 |
|
SPECIAL EDITION: Violence In South Africa
|
Jul 16, 2021 |
|
Huw Davies - Ozone API - Can Open Banking Improve Bank CX?
|
Jul 15, 2021 |
|
Numrah Irfan - WatServ - Building Back Better With The Cloud
|
Jul 08, 2021 |
|
Lian Rowlands - Conversations By Ami - How Can We Improve ChatBots In CX?
|
Jul 01, 2021 |
|
GigCX Discussion Featuring McKinsey, LiveXchange, and NewAge Products
|
Jun 25, 2021 |
|
Victor Pereda - Nearsol - How To Implement A New Contact Center
|
Jun 17, 2021 |
|
Alex Mead - Who Decides On Who Is Really A CX Guru?
|
Jun 10, 2021 |
|
Helen Hickin - ICON Communication Centres - The Evolution Of B2B CX And Inside Sales
|
Jun 03, 2021 |
|
Michele Rowan - WFH Alliance - After The Pandemic WFH Is Here To Stay
|
May 27, 2021 |
|
Jeff Pappas - ESRP - Where Should You Locate A Contact Center?
|
May 20, 2021 |
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Annelien Marcus - Clarion People - Recruitment And The Modern CX Professional
|
May 14, 2021 |
|
Miya Knights - Retail And CX In The Post-Pandemic Next Normal
|
May 07, 2021 |
|
WFH: Securing The Future For Your Organization
|
Apr 30, 2021 |
|
Alistair Niederer - TTEC - CX Is About Orchestration Not Outsourcing!
|
Apr 23, 2021 |
|
Tugs Smith - ATAC Inc - The Value Of WFH Certification
|
Apr 16, 2021 |
|
Peter Ryan : Ryan Strategic Advisory : Front Office BPO Omnibus Survey 2021 Results
|
Apr 08, 2021 |
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Simon Dillsworth : Davies Consulting : Intelligent Automation; Striking The Balance Between Cost And Driving Customer Loyalty
|
Apr 01, 2021 |
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Chris Gillen : A Closer Look : Travel & Leisure CX Before And After Covid
|
Mar 26, 2021 |
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Rob van Herpen : 5CA : How WFH Will Evolve In 2021
|
Mar 19, 2021 |
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Rick Denton - EX4CX - 2020 The Year (NOT) Everything Changed For CX
|
Mar 12, 2021 |
|
Discussion: Where Are The Emerging BPO Destinations In 2021?
|
Mar 05, 2021 |
|
Randy Arellano : Auxillium : Can Smaller Companies Also Outsource Their CX?
|
Feb 26, 2021 |
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Stuart Ravens : Corax Insights : Do Energy And Utility Companies Even Think About CX?
|
Feb 19, 2021 |
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William Carson : Ascensos : Retail And CX - Is The Future Phygital?
|
Feb 12, 2021 |
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Jim Farnsworth : SYKES : Transforming Agents Into Ambassadors
|
Feb 05, 2021 |
|
Ted Nardin & Brian Kearney : 5th Talent : What CX Leaders Need To Understand About WFH
|
Jan 29, 2021 |
|
Nate Brown : Officium Labs : Experts Not Agents - Redefining The People Who Work In CX
|
Jan 22, 2021 |
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Megan Neale : Limitless Technology - How GigCX Will Redefine CX In 2021
|
Jan 15, 2021 |
|
Victor van Baal & Amahl Williams : SDS : CX Automation, Innovation and Transformation In 2021
|
Jan 08, 2021 |
|
Analyst Views On CX In 2021 - Marianne Rutz, Stephen Loynd, Peter Ryan
|
Dec 30, 2020 |
|
Jonas Dahlberg - Transcom - CX In A Post-Covid World
|
Dec 23, 2020 |
|
Robèrt van Diem - 5CA - The Real Opportunities For WFH In 2021
|
Dec 18, 2020 |
|
Ian Sanders - CX For Ticketing And Events
|
Dec 11, 2020 |
|
Paula Kennedy-Garcia - Solv - Gig CX Is Already The New Normal
|
Dec 04, 2020 |
|
Terry Rybolt - LiveXchange - CX + The Gig Economy = GigCX
|
Nov 27, 2020 |
|
Shannon Burch - Western Financial Group - Building CX Strategies For Smaller Or Established Companies
|
Nov 20, 2020 |
|
Scott Newman - Transparent BPO - Multisourcing And The New Normal For BPO In 2021
|
Nov 13, 2020 |
|
Ahmed Refky - Raya - CX & BPO In Egypt
|
Nov 06, 2020 |
|
Andrew McNeile - ThinScale Technology - Why WFH BPO Needs BYOD
|
Oct 30, 2020 |
|
Pratik Salia - Knowmax - Knowledge Management and CX
|
Oct 23, 2020 |
|
Michael DeSalles - Frost & Sullivan - Covid-19 And The BPO Road To 2021
|
Oct 16, 2020 |
|
Anny Serrano (OneStar Solutions) and Jason Heil (Redial BPO) - BPO On The Border In Mexico
|
Oct 09, 2020 |
|
How Has The Pandemic Affected Contact Centers In The Philippines? (with Transcom and Teleperformance)
|
Oct 02, 2020 |
|
Emelie Hedén Edlund - McKinsey - Where Is The Next Normal For Retail?
|
Sep 25, 2020 |
|
Simon Knudsen : Transcom : FLEX vs GigCX - Are The Contact Centers Getting Flexible?
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Sep 18, 2020 |
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Stephanie Reeves Millner - Teleperformance - US Retail In The Next Normal
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Sep 11, 2020 |
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Peter Ryan - Ryan Strategic Advisory - WFH, GigCX And Looking Ahead To CX in 2021
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Sep 04, 2020 |
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Mark Hillary - CX Is Leading Other Industries To The New Normal
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Aug 28, 2020 |
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Belarus - What's Happening And Why Now?
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Aug 21, 2020 |
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Kelvin Plomer - Jagex - Gaming And Managing Player Experience
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Aug 14, 2020 |
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Marcel Stroop - 5CA - The Difference Between Remote-Friendly And Remote-First Companies
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Aug 07, 2020 |
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Simon Dillsworth - Ember Group - The Gig Economy + WFH = GigCX
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Jul 31, 2020 |
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Merijn te Booij - Genesys - A WFH Evolution And How It Changes Corporate Culture
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Jul 24, 2020 |
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Lynda Arsenault - FDI Business Diplomacy - FDI and Investment In Regions For CX And BPO
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Jul 17, 2020 |
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Dr Julian Raabe - McKinsey & Co - Hyper-personalization, Transformation, and CX Innovation
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Jul 13, 2020 |
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CX Files - July 10 McKinsey episode will be with you on July 13
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Jul 10, 2020 |
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Luuk Houtepen - SThree - Are Contact Centers Hiring More Tech Expertise?
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Jul 03, 2020 |
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Brian Kearney & Ted Nardin - 5th Talent - We Asked 4000+ Agents What They Think Of WFH
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Jun 26, 2020 |
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Stephen Loynd - TrendzOwl 🦉- Analysis On The New Normal
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Jun 19, 2020 |
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Brian Pritchard - LiveXchange - The New Normal Needs Agility, Not Just WFH
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Jun 12, 2020 |
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Robin Hoekstra - Outworx - The Human Touch Is The New Normal For CX
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Jun 05, 2020 |
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Phil Jones - Teleperformance - CX, Innovation, and The New Normal
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May 29, 2020 |
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Graham Brown - HGS - A New Normal... The Future Of BPO And CX
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May 22, 2020 |
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Kathy Juve - Concentrix - 3 Years Of Digital Transformation In 3 Weeks
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May 15, 2020 |
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Jerry Leisure - Officium Labs - Creating A CX Marketplace That Embraces BPO And The Gig Economy
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May 08, 2020 |
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Peter Ryan - Ryan Strategic Advisory - The Top 5 Most Favoured Locations For Contact Centres in 2020
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May 07, 2020 |
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Alistair Niederer - Ember Group - Riding The Third Wave To A New Normal Of WAHA And Gigs
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Apr 30, 2020 |
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Rod Jones: Lessons From The Lockdown With Mark Hillary
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Apr 28, 2020 |
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Syamant Sandhir - Futurescape - Sustainable CX (ESG)
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Apr 24, 2020 |
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Audrey William - Ecosystm - Apps, Personalisation, & The Customer Journey
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Apr 17, 2020 |
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Marianne Rutz - Rutz Consulting - The Key Steps To A Fast Work-From-Home Strategy
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Apr 16, 2020 |
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Yoni Epstein - itelbpo - "We found a new gear in the gearbox..."
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Apr 15, 2020 |
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Mike Aoki - Blending Customer Service And Sales
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Apr 09, 2020 |
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Matt Sims - 4t4Consult - What is the 'new normal' after COVID-19
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Apr 08, 2020 |
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Nic Marshall - Res-Q - Reacting Quickly To The COVID-19 Pandemic
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Apr 07, 2020 |
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International CX Analyst Discussion on COVID-19
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Apr 06, 2020 |
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Brendan Kiely - ThinScale - WAHA & The Tech Supporting Working From Home
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Apr 03, 2020 |
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Audrey William - Ecosystm - BCP For Contact Centers in the COVID-19 Era
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Apr 02, 2020 |
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Dave Rizzo - Teleperformance - COVID-19 and Quickly Shifting To WAHA
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Apr 01, 2020 |
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Pedro Lozano - Sitel Group - Leading Clients Past The Covid-19 Crisis
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Mar 31, 2020 |
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James Dodkins - The CX Rock Star on his new ACXS online course
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Mar 30, 2020 |
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Mark Davies & Philip Clarke - Hunch - Strategic Innovation and CX
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Mar 27, 2020 |
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John Devlin - Ascensos - Switching To Work From Home In A Crisis Situation
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Mar 26, 2020 |
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Jim Farnsworth - SYKES - Covid-19 - building a fast work from home strategy
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Mar 25, 2020 |
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BONUS: Coronavirus Insight with Rob van Herpen, CCO of 5CA (95% of workforce work from home)
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Mar 20, 2020 |
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Annette Franz - CX Journey - Customer Understanding And Journey Mapping
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Mar 20, 2020 |
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BONUS: Coronavirus Analyst Insights "Plan For 18 Months of Disruption"
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Mar 18, 2020 |
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Andrew Hall - Webhelp - Innovation, Automation, and Emotive CX
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Mar 13, 2020 |
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Ian Golding - The Customer Institute - What Can You Do To Deliver Great CX?
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Mar 06, 2020 |
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Jeff Toister - The 1 Mistake Behind All Failed CX Strategies
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Feb 28, 2020 |
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Michael Valdsgaard (London Dynamics and formerly IKEA) - Augmented Reality For Retail CX
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Feb 21, 2020 |
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Neil Rae - CCO of VXI Global Solutions - RPA and Automation
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Feb 14, 2020 |
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Adrian Swinscoe - Punk CX - Getting Back To Basics
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Feb 07, 2020 |
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CX Files Will Soon Be A Book!
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Feb 05, 2020 |
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Simon Foot - CX Company - Chatbots and Conversational AI
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Jan 31, 2020 |
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Matt Sims - 4t4Consult - Where is the CX Focus in 2020?
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Jan 24, 2020 |
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Martin Hill-Wilson - Emotive CX
|
Jan 17, 2020 |
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The CX Rock Star - James Dodkins
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Jan 10, 2020 |
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Gary Slade - Teleperformance - A Look Ahead to CX In 2020
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Jan 03, 2020 |
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Peter Ryan - Ryan Strategic Advisory - CX in 2019 and 2020
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Dec 27, 2019 |
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Stephen Loynd - TrendzOwl - CX in 2019 and 2020
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Dec 20, 2019 |
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Daniel Hong - Forrester Research - AI, Automation, and CX in 2020
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Dec 13, 2019 |
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John Devlin - Ascensos - CX With A Human Touch, Retail, RPA, and Alexa
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Dec 06, 2019 |
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Rachel Robinson - Teleperformance - The Future For Government CX
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Nov 29, 2019 |
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BONUS EPISODE: South Africa And CX in 2020
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Nov 26, 2019 |
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Colson Hillier - Alorica - Digital Transformation & Automation
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Nov 22, 2019 |
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Nicky Pharaoh - The Learning Curve - Managing People in CX
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Nov 15, 2019 |
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Julian Burnett - IBM - CX and Retail Strategy
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Nov 08, 2019 |
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Stephen Loynd - TrendzOwl - Digital Transformation and the future for CX
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Nov 01, 2019 |
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Dave Rizzo - Teleperformance Innovation Experience Center
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Oct 25, 2019 |
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Sarah Burnett - Everest Group - PEAK Matrix RPA Research
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Oct 18, 2019 |
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Vit Horky - NICE InContact - Where Is The Real Omnichannel?
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Oct 11, 2019 |
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Nicola Collister - Woven - CX Cost Is Killing Innovation
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Oct 04, 2019 |
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Mark Angus - Knowledge Executive - Blockchain in CX
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Sep 27, 2019 |
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Shelli Ryan - The CX Blockchain Institute
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Sep 20, 2019 |
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Ian Barkin - SYKES - Automation, RPA, and Tech in CX
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Sep 13, 2019 |
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Clinton Cohen - iContact BPO - Recruitment And Super Agents In CX
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Sep 06, 2019 |
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Ian Jacobs - Forrester Research - CX Emotion, Engagement, And Smart Speakers
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Aug 30, 2019 |
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Paula Kennedy Garcia - Concentrix - SOLVing The Gig Economy In CX
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Aug 23, 2019 |
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John Linkous - Phalanx Security - CX And Customer Data Security
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Aug 16, 2019 |
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Peter Zaitsev - Percona - Data Security And CX
|
Aug 09, 2019 |
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Alistair Niederer - Egeria Insights - Customer Complaints & Disputes
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Aug 02, 2019 |
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Steve Weston & Peter Ryan : CX In Egypt - Perception and Reality?
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Jul 26, 2019 |
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Alan Graham - Mindpearl - Travel and CX
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Jul 19, 2019 |
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Felix Serrano - Activus Connect - Platforms and the CX gig economy
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Jul 12, 2019 |
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Rob Allman - Dimension Data - Global CX Benchmarking Research
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Jul 05, 2019 |
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Ved Sen - TCS - Digital Strategy, CX, and Innovation
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Jun 28, 2019 |
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Evan Jones - Harambee - How CX Can Create Employment
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Jun 21, 2019 |
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Shai Berger - Fonolo - Managing Call-Backs
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Jun 14, 2019 |
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Rod Jones - The 5 Common CX Operational Challenges
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Jun 07, 2019 |
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Srikanth Iyengar - Conduent - Evolution Of Modern CX
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May 31, 2019 |
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Steve Jones - Capgemini - Using Data For CX Insights
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May 24, 2019 |
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Mark Davies - PA Consulting on Customer 4.0
|
May 17, 2019 |
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Christine Bardwell - Oracle - An Omnichannel Future For CX
|
May 10, 2019 |
|
Sarah Metcalfe - EX, CX, And Great Managers
|
May 03, 2019 |
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Amit Shankardass - Digital vs Human CX
|
Apr 26, 2019 |
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Vadim Anikanov - Smart Speakers Alexa/Home/Siri
|
Apr 18, 2019 |
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Wendy Shlensky - HGS - CXOutsourcers and BPO in 2019
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Apr 12, 2019 |
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Ed Thomas - GlobalData - AI and CX
|
Apr 05, 2019 |
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Miya Knights - Amazon and Retail
|
Mar 29, 2019 |
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Peter Ryan - 2019 Front Office BPO Omnibus Survey Results
|
Mar 25, 2019 |
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Maxine Holt - Ovum - Cybersecurity
|
Mar 22, 2019 |
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David Rumble - gobeyond - offshoring
|
Mar 15, 2019 |
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Nuno Horta - Grupo Ageas
|
Mar 08, 2019 |
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Tamar Ravelli - Talingual
|
Mar 01, 2019 |
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Mike Havard - Ember Group
|
Feb 22, 2019 |
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Atul Vashistha - Neo Group - Third Party Outsourcing Risk And CX
|
Feb 15, 2019 |
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Steve Morrell - ContactBabel
|
Feb 08, 2019 |
|
Patrick O'Brien, GlobalData Retail - Retail and CX in 2019
|
Feb 01, 2019 |
|
Loren Moss, Unido Digital - Demographics and CX Channels
|
Jan 25, 2019 |
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Vit Horky - Customer Service In The Transhuman Age
|
Jan 18, 2019 |
|
Mark Angus - CXOutsourcers
|
Jan 17, 2019 |
|
Jens Butler - Tech Research Asia
|
Jan 11, 2019 |
|
Melissa O'Brien - HfS Research
|
Jan 04, 2019 |
|
Peter Ryan - Ryan Strategic Advisory (CX in 2019)
|
Dec 28, 2018 |
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Steve Weston - SK Weston & Co
|
Dec 21, 2018 |
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Andrei Lepeyev - IBA Group
|
Dec 14, 2018 |
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Stefan Osthaus - experience5
|
Dec 07, 2018 |
|
Jim Farnsworth - SYKES
|
Nov 30, 2018 |
|
Graham Brown - HGS
|
Nov 23, 2018 |
|
Traci Freeman - Believe Consulting
|
Nov 18, 2018 |
|
Yoni Epstein - itelbpo
|
Nov 10, 2018 |
|
Morris Pentel - The CX Foundation
|
Nov 02, 2018 |
|
Thomas Reby - Google
|
Oct 26, 2018 |
|
Giovanni Tavani - Royal Canin
|
Oct 19, 2018 |
|
Stephen Loynd - Frost & Sullivan
|
Oct 12, 2018 |
|
William Carson - Concentrix
|
Oct 05, 2018 |
|
Simon Dillsworth - Praxidia
|
Sep 28, 2018 |
|
Matt Sims - CEO, Teleperformance UK & RSA
|
Sep 21, 2018 |
|
Calum Chace - AI and CX
|
Sep 14, 2018 |
|
Daniel Hulme, CEO Satalia
|
Sep 07, 2018 |
|
Shep Hyken
|
Aug 31, 2018 |
|
Peter Ryan, Founder of Ryan Strategic Advisory
|
Aug 24, 2018 |
|
Are Regional Trade Associations Stuck In The Past?
|
Aug 17, 2018 |
|
CX Files
|
Jul 25, 2018 |