CX Files
Episodes
Jo Garland : Remote Employee Engagement In Contact Centers (WFH)
25 Jan 2024
Contributed by Lukas
Jo Garland is an experienced CX professional. She is based in Surrey in the UK, close to London. In this interview Jo is speaking in a personal capaci...
Randy Arellano - DATAMARK - BPO Has Transformed In The 2020s And This Change Favors Mid-Size CX Experts
19 Jan 2024
Contributed by Lukas
Randy Arellano is the head of sales and marketing at DATAMARK. He is based in Dallas, Texas. DATAMARK offers contact center and Business Process Out...
More Than AI: The Less Obvious CX Predictions For 2024
11 Jan 2024
Contributed by Lukas
Every analyst and journalist is saying that AI will be important in 2024. It's obvious... but what are the less obvious predictions we can make for CX...
CX Files Year In Review: Mark Hillary and Peter Ryan look back at 2023
21 Dec 2023
Contributed by Lukas
It's the festive season. Mark and Peter have decorated the podcast for Christmas. Although many people will now be off work for the Holidays there are...
Adrian Swinscoe - Punk CX - Defining A Punk Future For CX
14 Dec 2023
Contributed by Lukas
Adrian Swinscoe is well known in the CX community as an adviser, speaker, and writer. His Punk CX book argued for a new approach to CX and he also pub...
Southeastern - Managing CX For A Railway And Building A Great CX Partnership
07 Dec 2023
Contributed by Lukas
In this discussion, Mark Hillary talks to Christine Heynes, Head of Customer Transformation, and Yvonne Quinn, Head of Customer Relations, at Southeas...
Sidharth Mukherjee - Teleperformance - How CX Can Really Use Generative AI
30 Nov 2023
Contributed by Lukas
Sidharth Mukherjee is the Chief Digital Officer at Teleperformance. He is based in San Francisco, California. Sid is focused on all things digital and...
Andrew McNeile - ThinScale - WFH Security And How Covid Changed BPO Forever
23 Nov 2023
Contributed by Lukas
Andrew McNeile is the Chief Customer Officer of ThinScale Technology. He is based in Dublin, Ireland. ThinScale enables remote and hybrid work using b...
Sagufta Janif - Outsource Fiji - How Is A South Pacific Island Nation Succeeding At BPO?
16 Nov 2023
Contributed by Lukas
Sagufta Janif is the Executive Director of Outsource Fiji. She is based in Suva, Fiji. Fiji is located in the South Pacific, east of Australia and nor...
Chris Hague - Yoummday - Is Traditional BPO Dead Or Just Evolving?
09 Nov 2023
Contributed by Lukas
Chris Hague is the head of marketing at Yoummday. He is based in Prague in the Czech Republic. Yoummday is based in Germany and offers a platform-base...
Nerys Corfield - Injection Consulting - What's Going Wrong With Digital CX?
02 Nov 2023
Contributed by Lukas
Nerys Corfield is the founder and director of Injection Consulting. She is based in South Wales, close to Newport. Nerys posted on LinkedIn recently a...
Dianne McCoubrey - Grypp - The Future For Video In Customer Service Interactions
26 Oct 2023
Contributed by Lukas
Dianne McCoubrey is the VP of Sales at Grypp. She is based in Toronto, Canada. Grypp helps customer service agents to get closer to customers by provi...
Mike Butler & David Neale - Nutun CX - When ESG And CSR Lead To A Dramatic Improvement In CX
19 Oct 2023
Contributed by Lukas
David Neale is the Chief Growth Officer at Nutun CX. Mike Butler is the Executive Director of Sales and Marketing at Nutun CX. David and Mike are both...
Diane Edwards - Mona School of Business & Management - Data Protection In Jamaica
12 Oct 2023
Contributed by Lukas
Diane Edwards is Director of the consulting and professional services unit at the Mona School of Business & Management in Kingston, Jamaica. Diane h...
Michele Rowan - WFH Alliance - Is WFH And Hybrid Now Permanent In CX And BPO?
05 Oct 2023
Contributed by Lukas
Michele Rowan is the founder and president of the Work From Home Alliance. She is based in Virginia in the US. The CX Files talked to Michele over two...
Terry Rybolt - LiveXchange - GigCX And The Benefits Of A Flexible Workforce
28 Sep 2023
Contributed by Lukas
Terry Rybolt is the Chief Revenue Officer at LiveXchange Technologies. He is based in Boston. LiveXchange is a platform that allows companies to augme...
Beza Tekola - Suture BPO - Improving The Patient Experience In Healthcare
21 Sep 2023
Contributed by Lukas
Beza Tekola is a doctor. She is a gastroenterologist based in Fairfax, Virginia. Beza founded Suture BPO to help manage the back office processes with...
Jon Yarlett - Impact Sourcing Alliance - The Role of Impact Sourcing In BPO and CX
14 Sep 2023
Contributed by Lukas
Jon Yarlett is the founder and COO of Intelligent Sourcing magazine. He recently founded a new trade association focused on impact sourcing titled the...
Cheryl Paarwater - Call-Lab BPO - Confidence in South Africa BPO
07 Sep 2023
Contributed by Lukas
Cheryl Paarwater is the founder and Managing Director of Call Lab BPO - based in Cape Town, South Africa. Cape Town faced a recent wave of violence du...
CX Files Is Back Tomorrow!
06 Sep 2023
Contributed by Lukas
This is just a short alert to let you know that CX Files will be back from our summer break tomorrow - remember to tell your friends and contact Peter...
CX Files Is Taking A Summer Break - Back In September!
03 Aug 2023
Contributed by Lukas
For 280 episodes Mark and Peter have always ensured there is a new CX Files episode every single week. However, as it is a very quiet time of year we ...
Alistair Niederer - NeedleRock - The Truth About ESG And BPOs
27 Jul 2023
Contributed by Lukas
Alistair Niederer is well known on the CX Files - he was a guest just a few months ago, but was invited back as he has now changed role and he publish...
CX FILES JULY Q&A - Mark Hillary & Peter Ryan
24 Jul 2023
Contributed by Lukas
It's the first CX Files Q&A session with Mark Hillary and Peter Ryan. Listen in to hear Mark and Peter answer audience questions and talk about the la...
Keith Gait - CX Foundation - Definitely CX 📚
20 Jul 2023
Contributed by Lukas
Keith Gait is the CEO of the CX Foundation. He is based in the UK. The CX Foundation publishes research, blogs, a podcast, and hosts many different ev...
Caskey Ndaba - Momentum Metropolitan Insurance - CX & Insurance In Africa
13 Jul 2023
Contributed by Lukas
Caskey Ndaba is the Executive Head: Channel And Distribution at Momentum Metropolitan Insurance Africa. Both Caskey and Momentum Metropolitan are base...
Audrey William - Ecosystm - Listening To Customers And Using Data To Create Better Insights
06 Jul 2023
Contributed by Lukas
Audrey William is the Principal Adviser at Ecosystm - she is based in Sydney Australia. In this conversation with Mark Hillary, Audrey talks about how...
Amy Bennet Roach - Blue Ocean Contact Centers - The Future For Flexible CX
29 Jun 2023
Contributed by Lukas
Amy Bennet Roach is the VP Sales and Marketing at Blue Ocean Contact Centers. She is based in Halifax, Nova Scotia, Canada. Amy talked to Peter Ryan a...
Peter Klayman - Bottle Rocket - Justifying Investment In CX
22 Jun 2023
Contributed by Lukas
Peter Klayman is the VP of Strategy at Bottle Rocket Studios. He is based in Denver, Colorado. Bottle Rocket is focused on the design of digital CX wi...
Jeremiah Okello - Collins Consulting - Kenya And Emerging Africa Opportunities For CX And BPO
15 Jun 2023
Contributed by Lukas
Jeremiah Okello is the founder and owner of Collins Consulting International, a consulting firm focused on CX and BPO outsourcing and based in Nairobi...
CxO Glasgow Feedback / Stephen Loynd / Founder of TrendzOwl 🦉
08 Jun 2023
Contributed by Lukas
Last week, both Peter and Mark were at the CxO Glasgow conference in Scotland. Peter was one of the event organisers. Mark featured on a panel explori...
Barry Winkless - Cpl Group - What is The Future Of CX Work?
01 Jun 2023
Contributed by Lukas
Barry Winkless is the Chief Strategy Officer at Cpl Group and Head of the Future of Work Institute Cpl. He is based in Dublin, Ireland. CPL is a major...
Shane Jackson - Knowledge Rhino - The Value of WFM in CX
25 May 2023
Contributed by Lukas
Shane Jackson is the founder of Knowledge Rhino. He is based in Sarasota, Florida. Shane is focused on data, analytics, and workforce optimization. In...
Sadiq Mohammed - USMAART - Matching CX Clients To The Right BPO Partner
18 May 2023
Contributed by Lukas
Sadiq Mohammed is the managing director of USMAART. He is based in Manchester in the UK. USMAART provides outsourcing consultancy support to retail, ...
Marianne Withers & Cath Wohlers - How Can BPOs Handle Vulnerable Customers With Empathy?
11 May 2023
Contributed by Lukas
Peter Ryan has been talking to Marianne Withers for some time about the special needs of vulnerable customers. Marianne is the founder and CEO of The ...
BONUS! What Is Happening With BPO Mega-Consolidation?
09 May 2023
Contributed by Lukas
Peter's recent article: https://ryanadvisory.com/5-impacts-of-cx-bpo-mega-consolidation/ Peter Ryan leads a discussion on the recent wave of M&A ac...
Ian Barkin - What Is The Future For BPO?
04 May 2023
Contributed by Lukas
Ian Barkin is a well-known expert inside the BPO industry. He is an entreprenuer and investor, has founded 4 companies, has written popular LinkedIn c...
Marko Torovic - NSourcing - Where Is My Limo? Luxury Auto Travel And Luxury CX
27 Apr 2023
Contributed by Lukas
Who managed the limousine logistics at the Academy Awards in Hollywood, California earlier this year? You might not expect it, but one of the leading ...
Peter Ryan - The 2023 Ryan Strategic Advisory Front Office CX Omnibus Survey RESULTS
20 Apr 2023
Contributed by Lukas
It's that time of year again - the 2023 Ryan Strategic Advisory Front Office CX Omnibus Survey is being revealed by Peter live in Poland at exactly th...
Simon Kriss - CX and BPO In Australia
13 Apr 2023
Contributed by Lukas
Call that a CX strategy? No mate, this is a CX strategy...! Anyone who follows Peter knows that he loves 80s pop culture so we can't avoid a reference...
Johan Steyn - Could ChatGPT And AI Kill The Contact Center?
06 Apr 2023
Contributed by Lukas
Johan Steyn is a Human-Centered Artificial Intelligence advocate and thought leader. He was recognised by Swiss Cognitive as one of the top 50 global ...
Kirk Laughlin - Nearshore Americas - CX in the Caribbean
30 Mar 2023
Contributed by Lukas
Kirk Laughlin is the Founder and Chief Analyst at Nearshore Americas. He is based in Connecticut in the US. Nearshore Americas is the definitive auth...
Chandni Bhatt - Beauty Pie - Focusing On High Value Subscriptions And CX
23 Mar 2023
Contributed by Lukas
Chandni Bhatt is the Senior UK Manager for Member Happiness at Beauty Pie. She is based close to London in the UK. Beauty Pie is a member and subscrip...
Matt Sims - Alorica - Comparing CX Strategies In The US And Europe
16 Mar 2023
Contributed by Lukas
Matt Sims is the President EMEA at Alorica. He is based in the UK. Headquartered in the US, Alorica has recently been leaning into Europe so Mark Hill...
Stuart Knight - flōswitch - Cost Optimization And Tech Redundancy For BPOs
16 Mar 2023
Contributed by Lukas
Stuart Knight is a technology executive with over 25 years experience leading multiple organizations in CIO and CTO roles. He is on the Leadership Tea...
Nathan Muniz - 247SECRETARY.COM - Impact Sourcing And Building Community in Philippines BPO
02 Mar 2023
Contributed by Lukas
Nathan Muniz is the founder of 247SECRETARY.COM. He is based in Ocala, Florida. 247SECRETARY.COM is a BPO that works with agents in the Philippines. N...
Marianne Rutz - Rutz Consulting - How To Avoid CX Breakdowns
23 Feb 2023
Contributed by Lukas
Marianne Rutz is the founder of Rutz Consulting. She has a long track record of advising BPO and customer service operations and she also hosts the po...
Michelle Cirocco - Televerde - CX Offers A Second Chance For Incarcerated Women
16 Feb 2023
Contributed by Lukas
Imagine if you were defined by the worst mistake you made for the rest of your life And denied of opportunity, growth and personal success at every ...
Alistair Niederer - Planning For Permanent WFH And Hybrid
10 Feb 2023
Contributed by Lukas
Alistair Niederer is well known as a leader in the CX industry. He has led several major companies and was heading the Davies Group customer experienc...
John Sills - MD at The Foundation and Author of 'The Human Experience'
02 Feb 2023
Contributed by Lukas
John Sills is MD at The Foundation, based in London. The Foundation is a management consultancy focused on growth, but in this episode of CX Files Mar...
Paige Webster - Global Site Selectors - Global BPO Site Selection
26 Jan 2023
Contributed by Lukas
Paige Webster is the Founder and CEO of Webster Global Site Selectors. He is based in Phoenix, Arizona. Paige is focused on site selection and economi...
Justin Custer - ChatLingual - The Power of Digital Chat: How it Transforms CX
19 Jan 2023
Contributed by Lukas
Justin Custer is the Founder and CEO of ChatLingual. He is based in Boulder, Colorado. This CX Files episode delves into how digital chat is revolutio...
Stephanie Todd - Soul CX - How Can The Airlines Recover From Their CX Disaster?
12 Jan 2023
Contributed by Lukas
Stephanie Todd is based in Minneapolis, Minnesota. She is the founder and CEO of advisory firm Soul CX and has a history managing travel and airline c...
Mark Walton - Cloudbase Partners - WFH Audits and Health & Safety For Home Workers
05 Jan 2023
Contributed by Lukas
Mark Walton spent the past couple of years as CEO of specialist work-from-home BPO company Sensée. He stood down in May 2022 and then launched Cloudb...
CX In 2023 - Digital, Voice, And Other Trends With A Panel Of Expert Analysts
29 Dec 2022
Contributed by Lukas
It's the end of 2022. In the last few days of the year you may be away from the office taking it easy, so why not catch up with this final CX Files fo...
Mark Hillary and Peter Ryan Look Back At The Best Of CX Files In 2022
22 Dec 2022
Contributed by Lukas
There is no guest this week because your hosts Mark Hillary and Peter Ryan decided to talk about their own CX highlights from 2022 as well as their fa...
The Best CX Podcasters Looking Back At 2022 And Forward To 2023
15 Dec 2022
Contributed by Lukas
CX Files is not the only CX podcast out there! You probably know that already, but in this episode we have invited other CX podcasting peers to join u...
Steve Mosser - Sensée - Building A Positive Team Culture In WFH CX
08 Dec 2022
Contributed by Lukas
Steve Mosser is the Group CEO and Head of Innovation at Sensée. He is based in London, UK. Sensée is a homeworking specialist. They design customer ...
Martin Roe - CCI Global - Exploring BPO & CX In Africa
01 Dec 2022
Contributed by Lukas
Everyone is familiar with South Africa as a CX destination. Maybe you have also worked with Egypt and a few others too, but Martin Roe, the CEO of CCI...
Roger Beadle - Limitless - GigCX And The Future Of Flexible CX
24 Nov 2022
Contributed by Lukas
Roger Beadle is the founder and CEO of Limitless. Roger is based in London, UK. Peter Ryan caught up with Roger to talk about GigCX and how it offers ...
Chris Gillen - A Closer Look - Travel CX Over The Holidays And Into 2023
16 Nov 2022
Contributed by Lukas
Chris Gillen is the CEO of A Closer Look. He is based near to Atlanta, GA. A Closer Look is focused on CX market research and explores most of the maj...
Jonathan Steiman - Peak Support - From CX Analyst To Building A New BPO Company
10 Nov 2022
Contributed by Lukas
Jonathan Steiman is the CEO and founder of Peak Support. He is based in Cambridge, Massachusetts. Jonathan worked as an analyst with Peter in the pas...
Jonas Berggren - Transcom - GigCX And A Flexible Future For CX & BPO
02 Nov 2022
Contributed by Lukas
Jonas Berggren is the head of business development for Transcom - focused on leading the northern European division (baltics and nordics). He recently...
Barry Matthews - Open Assembly - The Future Of Work (And CX)
27 Oct 2022
Contributed by Lukas
Barry Matthews is the CEO of Open Assembly. He is based just outside Oxford, in the UK. Open Assembly co-creates the future of work with organizatio...
Leigh Hopwood - CCMA - Our Industry Will Thrive Through Learning
19 Oct 2022
Contributed by Lukas
Leigh Hopwood is CEO of the Call Centre Management Association - based in London, UK. Leigh recently published an article in a special report on the f...
David Powers - Rooter Hero - Managing CX When Callers Have A Disaster On Their Hands!
13 Oct 2022
Contributed by Lukas
David Powers is the Chief Experience Officer at Rooter Hero. He is based in Los Angeles, CA. David has written extensively on CX, including a book cal...
Rick Collins - Marsh - Managing Risk And Fraud In CX
06 Oct 2022
Contributed by Lukas
Rick A. Collins is a SVP at Marsh USA. He is based in New York City and his focus is consultative analysis and implementation of creative and novel id...
Stephen Loynd - What Is The Metaverse And Why Does It Matter For CX?
29 Sep 2022
Contributed by Lukas
Stephen Loynd is an old friend of CX Files. Both Mark and Peter have know him for many years. He is the founder of TrendzOwl, based in Arlington, VA, ...
Ben Jones - Sigma Connected Group - Key Lessons From CXO 2022
22 Sep 2022
Contributed by Lukas
Ben Jones is the Group CCO at Sigma Connected Group. He is based in Birmingham in the UK. Ben attended the CX Outsourcers event in Las Vegas last week...
Ricardo Pedroza - PROCOLOMBIA - BPO and CX in Colombia
15 Sep 2022
Contributed by Lukas
Ricardo Pedroza is the USA Executive Director of PROCOLOMBIA - the government agency focused on developing business, foreign investment, and tourism f...
BPO In Georgia With Sean Goforth & Lynda Arsenault
07 Sep 2022
Contributed by Lukas
Peter Ryan called on Sean Goforth and Lynda Arsenault to give their feedback on a visit by a group of international BPO influencers and advisers to Ge...
Victor Pereda - Nearsol - How Startups and Hypergrowth Companies Manage CX
01 Sep 2022
Contributed by Lukas
Victor Pereda is the CEO of Nearsol. He is based in Irvine, CA. Victor and Nearsol have advised many startups on how to manage the transition from in-...
Indu Badlani - Project Space and StaffingExpert - Career Development in CX
25 Aug 2022
Contributed by Lukas
Indu Badlani is the CEO at business process management experts Project Space and co-founder of StaffingExpert - a recruitment company focused on BPO a...
Simon Yoxon-Grant - TLScontact - The Recovery Of The Travel Industry
17 Aug 2022
Contributed by Lukas
Simon Yoxon-Grant is the CEO of TLScontact. He is based in the UK. TLS is focused on providing visa and consular services so if you have had to travel...
Claas van Delden - Yoummday - CX Acquisition And Expansion In Europe
11 Aug 2022
Contributed by Lukas
Claas van Delden is the Chief Growth Officer of Yoummday. He is based in Munich, Germany. Yoummday is a highly flexible work-from-home CX specialist t...
Cheryl Paarwater - Call Lab BPO - Impact Sourcing And Creating Employment Opportunities With CX In South Africa
04 Aug 2022
Contributed by Lukas
Cheryl Paarwater is Managing Director at Enerlytics & Call Lab BPO. She is based in Cape Town, South Africa. In this conversation with Peter Ryan, Che...
Andrew Hall - Quantanite - Content Moderation And Post-Covid CX Offshoring
28 Jul 2022
Contributed by Lukas
Andrew Hall is the Chief Commerical Officer at Quantanite. He is based in Milton Keynes, in the UK. In this interview he talks to Mark Hillary about s...
Tony Won - Is Gaming Player Support The Same as Customer Service?
22 Jul 2022
Contributed by Lukas
Tony Won has a long career as a leading player support specialist in the gaming industry. Previously he was the head of player support at Riot Games a...
Hemant Puthli - Neo Group - ESG & CSR In CX/IT/BPO
14 Jul 2022
Contributed by Lukas
Hemant Puthli is MD and Partner at Neo Group. He is based in Mumbai, India. Neo Group recently conducted a detailed study of business service and IT c...
Bill Colton - Global Telesourcing - Could Celebrities Help BPOs Find Talent?
08 Jul 2022
Contributed by Lukas
Bill Colton is the CEO at Global Telesourcing. He is based in Arlington, VA, USA. In this conversation with Peter Ryan, Bill talks about how celebriti...
Colson Hillier - Alorica - Building CX Resilience And Innovation
30 Jun 2022
Contributed by Lukas
Colson Hillier is the CMO of Alorica. He is based in New Jersey in the US. Mark called Colson for this interview because the most recent Gartner Magic...
Stefan Freyer - Orphoz (McKinsey & Co) - Connecting A CX Vision To CX Implementation
23 Jun 2022
Contributed by Lukas
Stefan Freyer is the Managing Director of Orphoz (a McKinsey company supporting cross-industry transformation and project management) - he is based in...
Natasha Ratanshi-Stein - Surfboard - Turning WFM For CX Into Team Planning
16 Jun 2022
Contributed by Lukas
Natasha Rantanshi-Stein is the founder at Surfboard - a service that has reinvented workforce management (WFM) by turning it into team planning. Surfb...
Sara Sloman - Paythru - CX for EVs And Sustainable Transport
09 Jun 2022
Contributed by Lukas
Sara Sloman is the Director of Future Fleet at Paythru. Sara is based in the UK. Sara's role is to imagine the future of the Electric Vehicle (EV) mar...
Annelien Marcus - Clarion People - Post-Covid CX Recruitment
02 Jun 2022
Contributed by Lukas
Annelien Marcus is a Recruitment Manager at Clarion People, based just outside of London in the UK... her focus is contact centre and CX recruitment s...
Cathy Jooste - Atento - The Evolution Of CX Nearshoring
27 May 2022
Contributed by Lukas
Cathy Jooste is the CCO and US Nearshore director at Atento. She is based in Florida in the US. Nearshoring is a strategy that is changing fast, espec...
Daniel Hay - Dow - Designing A Fantastic B2B Customer Experience
19 May 2022
Contributed by Lukas
Daniel Hay is the CX and Digital Transformation Leader at Dow (Latam). He is based in São Paulo, Brazil. With a 125-year history, Dow is one of the l...
Faye Joubert - iSON Xperiences - CX Partnerships After The Pandemic
12 May 2022
Contributed by Lukas
Faye Joubert is VP of Service Delivery at iSON Xperiences. She is based in Johannesburg, South Africa. Faye talked to Peter about the importance of CX...
Nadia Pace - Coaching for Success in CX
05 May 2022
Contributed by Lukas
Nadia Pace is a board advisor and executive mentor - she holds non-executive positions on several corporate boards. She is based in Malta. As a former...
Steven Van Belleghem - The Future of Customer Loyalty And CX
28 Apr 2022
Contributed by Lukas
Steven Van Belleghem is an author and keynote speaker with a strong focus on CX. Based in Belgium, Steven has now written four books focused on CX and...
Paul O'Hara - Teleperformance - It's Time To Truly Value CX Partnerships
21 Apr 2022
Contributed by Lukas
Paul O'Hara is EVP of Business Development at Teleperformance EMEA. He is based in the Newcastle area of the UK. Paul is on a mission to demonstrate t...
Wiktor Doktór - Pro Progressio - CX And BPO In Poland And The CEE Region
14 Apr 2022
Contributed by Lukas
Wiktor Doktór is the founder and CEO of Pro Progressio, he is based in Warsaw, Poland. Pro Progressio supports the BPO and CX industry in Poland with...
The Top 5 Offshore BPO Destinations In 2022
07 Apr 2022
Contributed by Lukas
The Ryan Strategic Advisory Front Office BPO Omnibus Survey for 2022 is now published! In this edition of CX Files, Peter talks about the results - fo...
Jacqui Turner - Coaching For CX Success And Leadership
31 Mar 2022
Contributed by Lukas
Jacqui Turner is the founder of Turner Corner Learning Solutions, based in the UK. She specialises in customer service and team leader coaching. Peter...
Ivan Kotzev - NelsonHall - CX Innovation & Transformation
25 Mar 2022
Contributed by Lukas
Ivan Kotzev is a research analyst at NelsonHall - he is focused on CX transformation. In this episode, Ivan looks to the future. How is CX transformin...
Mike Pipicello - GlobalStep - CX For Games And Gaming
17 Mar 2022
Contributed by Lukas
Mike Pipicello is the VP of Client Services for GlobalStep. He is based in Montreal, Quebec, Canada. GlobalStep is focused on gaming and digital servi...
Robin Harrison - Webhelp - The Post-Covid Evolution Of CX
10 Mar 2022
Contributed by Lukas
Robin Harrison is the Group Chief Marketing Officer at Webhelp. He is based in the UK. Robin has some strong views on the post-pandemic return to nor...
Let's Hear It For The CX Women With Alexandra Fus And Kathia Yacaman
03 Mar 2022
Contributed by Lukas
It's International Women's Day this week so Peter talked to two inspirational female CX leaders... and name-checked many others that we have also feat...
Paula Kennedy Garcia : Trust & Safety in CX
25 Feb 2022
Contributed by Lukas
Paula Kennedy Garcia is the global head of Trust & Safety and Content Moderation at Concentrix. Paula is based in Belfast. In this episode, Paula expl...
Stephen Loynd - TrendzOwl - CX And The Great Resignation
17 Feb 2022
Contributed by Lukas
Stephen Loynd is a great friend of the CX Files. He is the founder and principal analyst at TrendzOwl, based in Virginia, US. Stephen joins the CX Fil...
Terry Rybolt - LiveXchange - Don't Fear The GigCX Worker!
10 Feb 2022
Contributed by Lukas
Terry Rybolt is the Chief Revenue Officer of GigCX platform LiveXchange - he is based in Boston, MA. Terry has just published a new book called "Don...