CX Files
Episodes
CX Files 400 Live In London! Get Your Free Ticket Now!
11 Dec 2025
Contributed by Lukas
Celebrate CX Files Episode 400 — Join Mark Hillary and Peter Ryan Live in London for an Exclusive Networking Event! CX Files Episode 400 Live in...
Discussion: CX In 2026 - The Predictions
04 Dec 2025
Contributed by Lukas
In this special episode of the CX Files, we are looking to the end of 2025 and into 2026. Peter Ryan called Paul Smith and David Rickard - two expert ...
Nick Jiwa - CustomerServ - We Need To Focus On People In CX
27 Nov 2025
Contributed by Lukas
Nick Jiwa is the founder and president of CustomerServ. He is based in Houston, Texas, USA. In this episode Nick talks to Peter Ryan about the importa...
Leigh Hopwood - CCMA - 25 Years Of The ECCCSAs
20 Nov 2025
Contributed by Lukas
Leigh Hopwood is CEO of the CCMA (Contact Centre Management Association) and Chair of the European Customer Contact Alliance. She is based in London...
Gerry Brown - The Customer Lifeguard - CX Is Changing Fast
13 Nov 2025
Contributed by Lukas
Gerry Brown is known as the customer lifeguard. His ambition is to save the world from poor customer service. Gerry is Canadian and based in the south...
Paul O'Hara - TP - AI Won't End BPO - It'll Supercharge It
06 Nov 2025
Contributed by Lukas
Paul O'Hara is the Executive Vice President of Business Development at TP EMEA. He is based in the Tyneside area of North-East England. Paul recently ...
Elona Ymeri - Assist Digital - Albania & The Value Of Smaller BPO Locations
30 Oct 2025
Contributed by Lukas
Elona Ymeri is the service delivery manager at Assist Digital. She is based in Tirana, Albania. Elona spoke to Mark Hillary about the role of smaller ...
Joanne Morrison - Outmarket - Modern Marketing For CX Brands
23 Oct 2025
Contributed by Lukas
Joanne Morrison is the founder of Outmarket. She is based in Toronto, Canada. Outmarket is a specialist marketing agency that is focused on BPO and CX...
Miguel Familia - Wise BPO - A CX Visionary In the Dominican Republic
16 Oct 2025
Contributed by Lukas
Miguel Familia is the CEO and co-founder of Wise BPO. He is based between the Dominican Republic and St. Petersburg, Florida, USA. Miguel has a long h...
Discussion: CX In Georgia 🇬🇪
09 Oct 2025
Contributed by Lukas
This week we have a group of CX and BPO experts who recently visited Georgia. This nation of 3.6m people is positioned on the Black Sea, at the inters...
Traci Freeman - Connecting Africa For Global Business Services
02 Oct 2025
Contributed by Lukas
Traci Freeman holds a number of roles, including as the managing member of Believe Consulting, but in this conversation we focused on her role as a pa...
Kwame Agyei - Appoynt - From Accra with Service: How Ghana Is Powering SMB CX
25 Sep 2025
Contributed by Lukas
Kwame Agyei is the founder and CEO of Appoynt. He is based in London, UK with operations in Ghana. In this conversation with Peter Ryan, Kwame tells t...
Enea Dervishi - Simetrix Solutions - Is The Albania BPO Wave About To Break?
18 Sep 2025
Contributed by Lukas
Enea Dervishi is the Operations Director at Simetrix Solutions. He is based in Durres, Albania. Last month, Enea published an article in Customer Thin...
Remembering Gareth Pritchard
16 Sep 2025
Contributed by Lukas
In this special episode of the CX Files, Peter and Mark join with David Rumble, Rod Jones, and Traci Freeman to remember how the late Gareth Pritchard...
David Powers - Rooter Hero - The Three-Faced AI God In CX
11 Sep 2025
Contributed by Lukas
David Powers is the VP of CX at Rooter Hero. He is based in Los Angeles, CA. David is also a published author and the host of the CX Riot Radio podcas...
Cheryl Paarwater - Enerlytics & Call Lab BPO - How Does AI Affect Marginalized Communities?
04 Sep 2025
Contributed by Lukas
Cheryl Paarwater is the Managing Director at Enerlytics & Call Lab BPO. She is based in Cape Town, South Africa. Cheryl has championed CX in South Afr...
Kathy Juve - Concentrix - Flashback To The First Month Of Covid
28 Aug 2025
Contributed by Lukas
This is the final Covid flashback where CX Files has looked back at the early days of the 2020 pandemic throughout August 2025. This interview was ori...
Dave Rizzo - TP - Flashback To The First Week Of The Covid Crisis
21 Aug 2025
Contributed by Lukas
SUMMER SPECIAL - COVID FLASHBACK Covid-19 was five long years ago. In a series of short summer specials, CX Files is bringing you some memories of wha...
John Devlin - Ascensos - Flashback To Day One Of The 2020 Covid Lockdowns
14 Aug 2025
Contributed by Lukas
SUMMER SPECIAL - COVID FLASHBACK Covid-19 was five long years ago. In a series of short summer specials, CX Files is bringing you some memories of wha...
Dave D'Arcy - Laughing Leadership - The Recurring "Groundhog Day" Issues In CX
07 Aug 2025
Contributed by Lukas
Dave D'Arcy is the founder of Laughing Leadership. He is based in Tring, close to London in the UK. Laughing Leadership was created to guide business ...
Amanda Quinn - Quinn Growth Advisors - BPOs Must Specialize or Die Trying
31 Jul 2025
Contributed by Lukas
Amanda Quinn is the Founder and Principal of Quinn Growth Advisors. She is based in Raleigh, North Carolina, USA. In this conversation with Peter Ryan...
Mike Ortegon - Yoummday - How Travel Is Taking Off
24 Jul 2025
Contributed by Lukas
Mike Ortegon is a customer solutions director at Yoummday. He is an American based in London and he has a focus on the global travel industry - with a...
Jon Florence - Xima Software - AI In The Contact Center
17 Jul 2025
Contributed by Lukas
Jon Florence is the SVP of Industry Solutions at Xima Software. He is based in South Jordan, Utah. Xima is a contact center software company that is f...
Thomas Oronti - Advensus - From Beaches to BPO: How the Dominican Republic Became a CX Star
10 Jul 2025
Contributed by Lukas
Thomas Oronti is the CEO at Advensus. He is based in Santo Domingo, Dominican Republic. The CX Files has explored many different nearshore options in ...
PANEL: In Face of Stagnating Favorability Ratings, What's Next for South African Offshore CX?
03 Jul 2025
Contributed by Lukas
PANEL: In Face of Stagnating Favorability Ratings, What's Next for South African Offshore CX? When Ryan Strategic Advisory published the most favorabl...
Pete Jones - Grypp - Why Are We Still Asking Agents to Work with Their Eyes Shut?
26 Jun 2025
Contributed by Lukas
Pete Jones is the founder and CEO of Grypp. He is based in the UK between London and Birmingham. Grypp is a visual platform that aims to help contact ...
Mythbusting AI In CX - The Truths No One Tells You
19 Jun 2025
Contributed by Lukas
Nicola Collister and Jerry Briggs talk to Peter Ryan about AI in CX We have talked many times on this podcast about AI and the hype aound what it can ...
Owen Campbell - Kura - How BPOs Can Work With Regulated Industries
12 Jun 2025
Contributed by Lukas
Owen Campbell is the operations director at Kura. He is based in Glasgow, Scotland. Kura is a BPO based in the UK, but also with operations in South A...
David Neale - GBPO Solutions - Building Trust In BPO Sales Claims
05 Jun 2025
Contributed by Lukas
David Neale is the Founder and CEO of GBPO Solutions. He is based in the UK. David has experience as a buyer of BPO services and as a representative o...
CXOutsourcers 2025 - Feedback From Munich Delegates
29 May 2025
Contributed by Lukas
The 2025 CXOutsourcers event took place earlier in May in Munich, Germany. Peter called on a few of the delegates to get their feedback and key takeaw...
Mark Zucker - MCVO Talent - Four Weddings And A BPO
22 May 2025
Contributed by Lukas
Mark Zucker is the Co-Founder of MCVO Talent Outsourcing. He is based in Chicago, Illinois. Mark shares his journey from founding a wedding album man...
Martin Hill-Wilson - Brainfood Training - Beyond The Hype... How Is AI Really Changing CX?
15 May 2025
Contributed by Lukas
Martin Hill-Wilson is the founder of Brainfood Training and Brainfood Consulting. He is based in Milton Keynes, close to London, UK. Martin has a long...
Michael Aronowitz - VXI - The Reality Of Creating A Profit Center With Your CX Team
08 May 2025
Contributed by Lukas
Michael Aronowitz is the Senior Vice President of Revenue Growth at VXI Global Solutions. He is based in Miami, Florida. Mark Hillary called Michael t...
Jonas Berggren - The CX (R)evolution Book
30 Apr 2025
Contributed by Lukas
Jonas Berggren writes the popular Transform Customer Service newsletter on LinkedIn. He is the Chief Business Development Officer EMEA and member of t...
Amas Tenumah - Amas Talks - The Worst Job in Corporate America Is in a Call Center
24 Apr 2025
Contributed by Lukas
Amas Tenumah is the host of the Amas Talks podcast. He is based in Oklahoma City, Oklahoma, US. Amas has a long history focused on customer service an...
Phil Kitchen - Customer Contact Panel - Jamaica Is Moving Beyond The Nearshore
17 Apr 2025
Contributed by Lukas
Phil Kitchen is the Founder & Managing Director of Customer Contact Panel. He is based in Sheffield, UK. He recently attended the Outsource 2 Jamaica ...
Juan Caire & Jim Farnsworth - Alliance BPO - To Hermosillo And Beyond!
10 Apr 2025
Contributed by Lukas
Juan Caire is Co-Founder and CEO of Alliance BPO Services, based in Hermosillo, Sonora, Mexico. Jim Farnsworth is the CEO and Founder of Octayne Ventu...
Chris Dumpleton - Limitless - Is GigCX + AI The Future For Customer Service?
03 Apr 2025
Contributed by Lukas
Chris Dumpleton is the Chief Sales Officer at Limitless Technology. He is based in London, UK. Limtless is a GigCX platform that offers a connection t...
Dave Rumble - Maistro - Using Gen AI To Find B2B Partners
27 Mar 2025
Contributed by Lukas
Dave Rumble is Director and Executive Chair of the Maistro Group. Maistro has long been a specialist in helping companies with RFPs and vendor selecti...
CCW Berlin 2025 Feedback - with Raya CX and CXHero
20 Mar 2025
Contributed by Lukas
Peter Ryan recently attended the CCW Berlin show in Germany. He talked to a lot of people at the show and recorded a conversation with a couple of the...
What Is Wrong With LinkedIn?
17 Mar 2025
Contributed by Lukas
Mark and Peter take a diversion from the usual CX discussion to talk about LinkedIn. Why is it filled with garbage today and what can be done about it...
IWD 2025 - Women In CX In 2025
13 Mar 2025
Contributed by Lukas
Last Saturday was International Women's Day 2025. To mark the occasion, Peter Ryan reached out to three leading women working in CX in three different...
Sergei Levteev - IBA Group - The Tech Infrastructure Supporting CX
06 Mar 2025
Contributed by Lukas
Sergei Levteev is the Chairman and CEO of IBA Group. He is based in Prague in Czechia. IBA Group is a technology company with deep experience building...
Audrey William - Ecosystm - AI In CX: The Main Blockers & Opportunities
27 Feb 2025
Contributed by Lukas
Audrey William is Principal Advisor at Ecosystm. She is based between Sydney, Australia and Singapore. Audrey has several areas of research focus, inc...
Ian Jacobs - Opus Research - The Hype And Reality For AI In CX
20 Feb 2025
Contributed by Lukas
Ian Jacobs is the Vice President and Lead Analyst at Opus Research. He is based in San Francisco, California, USA. In this conversation with Mark Hill...
Sid Victor - Movate - Is Flexibility Essential For The Future Of BPO?
13 Feb 2025
Contributed by Lukas
Sid Victor is the Senior Vice President and Head of Support Services at Movate. He is based in Frisco, Texas, USA. Sid has published his opinion aroun...
Phil Fersht - HFS Research - Innovation In CX From AI To AGI
06 Feb 2025
Contributed by Lukas
Phil Fersht is the CEO and Principal Analyst at HFS Research. He is based in Boston, Massachusetts, USA. He recently posted this 'AI continuum' on Lin...
Gregorio Uglioni - CX Goalkeeper - CX Transformation That Hits The Back Of The Net!
30 Jan 2025
Contributed by Lukas
Gregorio Uglioni is an Associate Partner at Forward. He is based in Zurich, Switzerland. Greg is focused on business transformation and service excell...
Joel Walker - tkg - What Do CX Suppliers Need To Bring To The Table?
23 Jan 2025
Contributed by Lukas
Joel Walker is the Co-Founder and Managing Director Platform Services of The Knowledge Group (tkg). He is based in Luxembourg. Last year Peter saw the...
BONUS: CX In 2025 Discussion
20 Jan 2025
Contributed by Lukas
BONUS EPISODE: CX Transformation in 2025 At the start of 2025, Mark Hillary from CX Files joined Chris Hague from Yoummday and Lian Rowlands from Taym...
Veronica Richards - CALLS - Servicio Estelar: Navigating Customer Care in Mexico
16 Jan 2025
Contributed by Lukas
Veronica Richards is the COO at CALLS Contact Center and VP at WW CALLS Canada. She is based in Burlington, Ontario, Canada. Veronica is also the ma...
Neville Samuels - Virtual Staff 365 - Trends In Virtual CX Staffing
09 Jan 2025
Contributed by Lukas
Neville Samuels is the CEO of Virtual Staff 365. He is based in Melbourne, Australia. Virtual Staff 365 offers a virtual staffing service that include...
Mark Lowe - Managing Risk and Security in CX
19 Dec 2024
Contributed by Lukas
Mark Lowe is an expert in business risk and security. He is based in Genoa, Italy. Mark is a faculty Member of the ASERI Postgraduate School of Econom...
Katrin Langley - Approaching First-Time Outsourcing
12 Dec 2024
Contributed by Lukas
Katrin Langley is a CX expert with experience throughout her career at several major BPO companies. She is based in Tampa, Florida. Peter Ryan called ...
Jose Paz - Startups BPO - CX Recruitment In Honduras and US Nearshore
05 Dec 2024
Contributed by Lukas
Jose Paz is the founder and CEO of Startups BPO. He is based in Tegucigalpa, Honduras. Jose has been living and breathing BPO recruitment for many yea...
Claas van Delden - yoummday - Will Gig CX Replace The Multilingual Hub?
28 Nov 2024
Contributed by Lukas
Claas van Delden is the Chief Growth Officer at yoummday. He is based in Munich, Germany. Yoummday is a proprietary technology platform for managing...
Ted Nardin - Teleperformance - How CX Can Add Value And Create Success
21 Nov 2024
Contributed by Lukas
Ted Nardin is the VP of Customer Success & Value Add at Teleperformance Jamaica. Ted has spent years researching CX. He recently joined Teleperformanc...
John Dinardo - Nordia - BPO In Canada And Beyond 🇨🇦
14 Nov 2024
Contributed by Lukas
John Dinardo is the CEO and president of Nordia, a Canadian CX specialist with over 10,000 employees on the team. Nordia is the largest BPO in Canada....
Vidya Ravichandran - UnifyCX - GlowTouch is now UnifyCX And The Tech Future For CX
07 Nov 2024
Contributed by Lukas
Vidya Ravichandran is the CEO of UnifyCX. She is based in Louisville, Kentucky, USA. In this conversation with Peter Ryan, Vidya talks about the evolu...
EXTRA SHOW: How Does the UK 2024 Budget Impact BPO and CX?
04 Nov 2024
Contributed by Lukas
The new (July 2024) UK government just announced their budget plans for the year ahead. Several measures look like they could impact the BPO and CX in...
Tanya Scotece - Miami Dade College - A Focus On Care In Funeral Services
31 Oct 2024
Contributed by Lukas
Tanya Scotece is also known as 'Dr T.' She is a Professor and Program Coordinator at Miami Dade College focused on funeral service education. Tanya is...
Mark Hillary - The Social Sales Playbook - How B2B Companies Sell To Each Other!
24 Oct 2024
Contributed by Lukas
Almost everyone in the CX environment knows about B2B sales. BPO companies need to sell to clients. CX software companies need to sell to customer ser...
Neal Topf - Callzilla - Clients Want To Understand BPO Culture Not Just Metrics
17 Oct 2024
Contributed by Lukas
Neal Topf is the founder and President of Callzilla. He is based in Miami, Florida. Callzilla is a CX specialist based in the US, but also with delive...
Peter Ryan - When will we see Philippines BPO 2.0?
10 Oct 2024
Contributed by Lukas
Peter has recently been touring Asia, including some time meeting CX and BPO experts in the Philippines. Mark called Peter in Tokyo to talk about his ...
Isobel Rogers & Karen Howard - The Launch Of The CX Alliance
03 Oct 2024
Contributed by Lukas
The CX Alliance is a brand new CX trade association launched in September 2024 in the UK. It is being launched by Karen Howard, MD of The Retail Bulle...
Graham Brown - Alorica - Using AI To Offer CX In Any Language
26 Sep 2024
Contributed by Lukas
Graham Brown is the SVP EMEA Sales for Alorica. He is based at Leicester in the UK. In some parts of the world, like Europe, brands need to offer a cu...
Stephen Loynd & Chris Gillen - How AI Has Redefined CX
19 Sep 2024
Contributed by Lukas
This week we have two guests rather than the usual one! Chris Gillen is the CEO of A Closer Look. He is based just outside Atlanta, Georgia. Stephen L...
Michael Clark - CXTT Consulting - The Tech That Makes CX Work
12 Sep 2024
Contributed by Lukas
Michael Clark is the founder of CXTT Consulting. He is based in Sydney, Australia. Michael has been recognised in 2023 in the Top 100 Contact Centre ...
Martin Anderson 🍋 - Lemon Contact Centre - Entrepreneurs In CX
15 Aug 2024
Contributed by Lukas
Once you are into CX, you never leave... this summarises how Martin Anderson explains the journey he has taken over the past 21 years building the Lem...
Jonas Berggren - Transcom - AI & Transforming Customer Service
08 Aug 2024
Contributed by Lukas
Jonas Berggren is the Head of Global Accounts EMEA at Transcom. He is also a member of the Transcom EMEA management team. He is based in Stockholm, Sw...
Leo Lopez - Calltastic - The Top 5 Mistakes Startups Make With CX
01 Aug 2024
Contributed by Lukas
Leo Lopez is the co-founder and principal consultant at Calltastic, an advisory firm focused on helping startups and small businesses. He is based in ...
Alistair Niederer - FormIGA - IAOP & GSA join forces for good in BPO and CX
25 Jul 2024
Contributed by Lukas
FormIGA was launched in London in June this year. It's the Industry for Good Alliance for technology and business services and is a joint venture betw...
Stephen Peattie & Dan Castilla - Assessing BPO & CX From Fiji
18 Jul 2024
Contributed by Lukas
Stephen Peattie is a Director at Kinetic GB and HybridWorkSmart. He is based near to Leicester, in the UK Midlands. Daniel Castilla is the co-founder ...
Leigh Hopwood - CCMA - CX From The Buyer's Perspective
11 Jul 2024
Contributed by Lukas
Leigh Hopwood is the CEO of CCMA (Call Centre Management Association) and Chair of the European Customer Contact Alliance. She is based in London, UK....
Sandra Busby - Cnect Wales - 'Welcome to Wrexham' Could Lead To More CX in Wales
04 Jul 2024
Contributed by Lukas
Sandra Busy is the Chief Executive Officer of Cnect Waies. Cnect Wales, (formerly The Welsh Contact Centre Forum), is Wales' premier networking organi...
Alexandra da Silva Rodrigues - Generator & Freehand Hotels - Supporting Multilingual Customer CX In Hotels
27 Jun 2024
Contributed by Lukas
Alexandra da Silva Rodrigues has many years experience designing and supporting CX in various major hotel groups. She is now the Global Head of Reserv...
Andreas Helland - Atender Group- Delivering Nordics CX From Málaga In Spain
20 Jun 2024
Contributed by Lukas
Andreas Helland is the CEO & Co-Founder at Atender Group. He is based in Bergen, Norway. Atender Group is based in Norway, but has their main operatio...
Stephen Loynd - TrendzOwl - AI And Innovation In The USA
13 Jun 2024
Contributed by Lukas
Stephen Loynd is the founder and principal analyst at TrendzOwl. He is based in Virginia, close to Washington DC. Stephen has just published a new boo...
Erin Broecker - Teleperformance - Using Content To Learn More About CX
06 Jun 2024
Contributed by Lukas
Erin Broecker is the Senior Director for Global Content Strategy at Teleperformance. She is based in Sacramento, California. Erin is focused on conten...
Michael Morrison - NCRI Inc - CX And BPO Trends In Canada
30 May 2024
Contributed by Lukas
Michael Morrison is the Chief Revenue Officer at NCRI Inc. He is based in Toronto, Canada. Peter called Michael to talk about CX and BPO in Canada and...
Aymen Ismail - smart - Creating Smart Cars And Building Great Customer Relationships
22 May 2024
Contributed by Lukas
Aymen Ismail is the Head of Customer Engagement Solutions at smart Europe GmbH. He is based in Stuttgart, Germany. The smart auto company was...
Seandette Wiltshire - The Contact Hub - CX and BPO Is Taking Off In Barbados
16 May 2024
Contributed by Lukas
Seandette Wiltshire is the founder and director of strategy and operations at The Contact Hub. She is based in Christ Church, Barbados. The Contact Hu...
Steve Mosser - Sensée - Flexible WFM & Total Footprint Optimization
09 May 2024
Contributed by Lukas
Steve Mosser is the Group CEO & Chief Innovations Officer at Sensée. He is based in London, UK. Sensée is a work-from-home specialist, but has rec...
CX Outsourcers Atlanta - Immediate Feedback From The Conference Floor
02 May 2024
Contributed by Lukas
CXOutsourcers 2024 took place on May 1/2 in Atlanta, GA. Both Mark Hillary and Peter Ryan were at the event. Mark talked to some of the speakers and d...
Chris Gillen - A Closer Look - CX With AI And Humans Working Together
29 Apr 2024
Contributed by Lukas
Chris Gillen is the CEO of A Closer Look. He is based very close to Atlanta, GA, so the CX Outsourcers conference is a local event for him. In this co...
Alex Muñoz - Hispanic Media Center - The Complexity Of CX For The Hispanic Community In The USA
25 Apr 2024
Contributed by Lukas
Alex Muñoz is CEO of the Hispanic Media Center in San Diego, CA. He is focused on advertising and marketing for the hispanic community in the USA. Al...
Barry Winkless - Future of Work Institute - Creating Attractive Destinations For Talent
22 Apr 2024
Contributed by Lukas
Barry Winkless is the Chief Strategy Officer at Cpl Group & Head of the Future of Work Institute. He is based in Dublin, Ireland. Barry is speaking at...
Paula Kennedy Garcia - CX Digital Delivery
18 Apr 2024
Contributed by Lukas
CX Outsourcers Special Edition: For the next two weeks CX Files will be published on both Monday and Thursday giving previews of the talks that will b...
Alex Mead - Total CX - Bahrain For Nearshore And Offshore CX
11 Apr 2024
Contributed by Lukas
Alex Mead is the CEO of Total CX. He is based in Bahrain. Alex is a long time friend of the CX Files and he has featured before talking about the need...
Nirali Amin - LivePerson - The State Of Customer Conversations And The AI Gap
04 Apr 2024
Contributed by Lukas
Nirali Amin is the SVP Global Solutions and Success at LivePerson. She is based in the US. LivePerson recently published a report focused on the state...
Chris Hague - yoummday - CCW Berlin Feedback And The Future Of CX
28 Mar 2024
Contributed by Lukas
Chris Hague is the head of marketing at yoummday. He is based in Prague, in the Czech Republic. Chris was at the recent CCW conference in Berlin and h...
Rod Jones - "75 Not Out" And Looking Back At Half A Century Of CX
21 Mar 2024
Contributed by Lukas
Rod Jones is a legend in the CX industry. Based in Johannesburg, South Africa, Rod is now a speaker, trainer, and coach - focusing his experience of c...
Matt Kendall - BPO Bullhorn - A New Newsletter For The BPO & CX Community
14 Mar 2024
Contributed by Lukas
Matt Kendall founded Cognitive Copy, a B2B copywriting and ghost-writing specialist. He is based in Madrid, Spain. He recently launched a newsletter f...
Dr Lollie Mancey - UCD Innovation Academy - Resilience And Work/Life Balance In The CX Workplace
07 Mar 2024
Contributed by Lukas
Dr Lollie Mancey is an anthropologist and AI ethicist based in Dublin, Ireland. She is the Programme Director for Innovation and Entrepreneurship (Dig...
Bruce Winder - The Future Opportunities And Challenges For CX In Retail
29 Feb 2024
Contributed by Lukas
Bruce Winder is the president at Bruce Winder Retail. He is a leading analyst focused on the retail sector, with a long history of senior management r...
Vaishali Dialani - Konabos - CX And Data-Driven Analytic Decisions
22 Feb 2024
Contributed by Lukas
Vaishali Dialani is a Senior CX Strategist at Konabos. She is based in Dubai, UAE. Vaishali is passionate about how data can be used to help both cust...
Rob Dwyer - Happitu - What Can We Learn From CX Podcasting?
16 Feb 2024
Contributed by Lukas
Rob Dwyer is the VP of Customer Engagement at Happitu. He is based in Wichita, Kansas. Rob also hosts the Next In Queue podcast - another CX-focused p...
BONUS - Sensée Buys The Contact Company ... CX Files talks to both CEOs
08 Feb 2024
Contributed by Lukas
On February 5, 2024, British contact centre company The Contact Company (TCC) was put into adminstration. Struggling to recover from a cyber attack in...
Mike Harfield - Sigma Connected - Developing Great Career Options For CX Teams
08 Feb 2024
Contributed by Lukas
Mike Harfield is the COO and Co-Founder at Sigma Connected Group. He is based close to Birmingham in the UK. In this epsiode of CX Files Mark Hillary ...
Nina Čaprić - NCR Voyix - How BPOs Can Manage Government Relationships
01 Feb 2024
Contributed by Lukas
Nina Čaprić is the Government Relations Manager EMEA at NCR Voyix. She is based in Belgrade, Serbia. Peter Ryan called Nina to talk about her role m...