CX Files

Shira Dodi - Checkmarx - Cybersecurity And CX

03 Feb 2022

Contributed by Lukas

Shira Dodi is the VP of Global Support at Checkmarx in Israel. In this episode Shira talks about cybersecurity, data protection, and how CX companie...

William Carson - Ascensos - Planning For CX After Covid

27 Jan 2022

Contributed by Lukas

Episode 200 of CX Files and we are talking to the person who gave this show it's name, William Carson, Director of Market Engagement at Ascensos in Lo...

Scott Broetzmann - CCMC - What Causes Customer Rage And How Can You Handle It?

20 Jan 2022

Contributed by Lukas

Scott Broetzmann, President of Customer Care Management and Consulting Scott is based in Virginia, close to Washington DC. His company has been survey...

Lisa Stoner - Uber - CX Innovation And Hyper-Growth

13 Jan 2022

Contributed by Lukas

Lisa Stoner is the global head of support operations at Uber, based in San Francisco, California. Lisa is also on the General Member Board of Transcom...

CX In 2022 With Stephen Loynd & Lian Rowlands

06 Jan 2022

Contributed by Lukas

A look ahead at CX in 2022 with... Lian Rowlands, Director of partnerships at Conversations By Ami Royal Wootton Bassett, UK https://www.meetami.ai/ h...

Peter Ryan & Mark Hillary on The Major CX Issues For 2022

30 Dec 2021

Contributed by Lukas

Happy New Year! Peter Ryan, Principal, Ryan Strategic Advisory (Montreal, Canada) and Mark Hillary, CEO of Carnaby Content (São Paulo, Brazil) explor...

TTEC & Teleperformance Review Of 2021 and 2022 Preview

23 Dec 2021

Contributed by Lukas

Review of 2021 and a look ahead to 2022 featuring: Alistair Niederer, EMEA Head of TTEC Paul O'Hara, SVP Business Development, Teleperformance EMEA Pe...

2021 Offshore BPO Confidence Index - Cognitive Copy and Ryan Strategic Advisory

16 Dec 2021

Contributed by Lukas

Cognitive Copy and Ryan Strategic Advisory recently published the 2021 Offshore BPO Confidence Index. This research gauges BPO confidence in 12 global...

Gill Marchbank - ResQ - Building World Class Culture In EX & CX

09 Dec 2021

Contributed by Lukas

Gill Marchbank is CEO and co-founder of ResQ, based in Hull, UK. ResQ is a customer service specialist that was recently named a 3-star company by the...

Steve Gush - Sitel Group - Digital CX Now And In 2022

02 Dec 2021

Contributed by Lukas

Steve Gush is the head of EXP+ solutions EMEA at Sitel. He is based in Edinburgh, Scotland. EXP+ is the digital solutions division of Sitel so in this...

Ian Jackson - Enshored - CX and e-Commerce for the giants and innovative startups

25 Nov 2021

Contributed by Lukas

Ian Jackson is the CEO at Enshored, based in Los Angeles, California. Enshored is focused on innovative startups - especially e-commerce - but in thi...

Hui Wu-Curtis - SupportU - Impact Sourcing For CX

18 Nov 2021

Contributed by Lukas

Hui Wu-Curtis is the COO at SupportU based in Phoenix, AZ. In this episode, she talks to Peter Ryan about CX impact sourcing and how it can be used do...

Tariq Alinur - Brayn CX - The Growth In Video Chat For CX

11 Nov 2021

Contributed by Lukas

Tariq Alinur is the founder and CEO of Brayn CX, based in Miami. We have all become more used to using Teams and Zoom for work during Covid, but are c...

Tamar Ravelli - Talingual - How Is BPO Recruitment Recovering After Covid?

04 Nov 2021

Contributed by Lukas

Tamar Ravelli Is an international recruitment consultant at Talingual, based in Belfast, Northern Ireland. Tamar is focused on multilingual recruitmen...

Hailey Corr - Vistio - Best Practice In CX Automation

28 Oct 2021

Contributed by Lukas

Hailey Corr is a senior marketing manager at Vistio. She is based in Puerta Vallarta in Mexico. Vistio's software helps agents inside contact centers ...

Steve Soechtig - Ogilvy Experience - Building Long-Term Customer Relationships With CX

21 Oct 2021

Contributed by Lukas

Steve Soechtig is the Global CEO of Ogilvy Experience. He is based in Denver, Colorado. Steve is focused on the entire customer journey and how brands...

Professor Moira Clark - Henley Business School - Customer TLV And Building Back Better CX

14 Oct 2021

Contributed by Lukas

Professor Moira Clark is a Professor of Strategic Marketing at Henley Business School in the UK. She is also the founder and director of the Henley Ce...

Tijana Dmitrovic - Contact Service - How To Build A Career In CX

07 Oct 2021

Contributed by Lukas

Tijana Dmitrovic is the CEO of Contact Service based in Belgrade, Serbia. She started out in the industry as an agent and is now in the c-suite so how...

Darren Arnold & George Todd - Intersect-HP - Genuine Employee Engagement In CX

30 Sep 2021

Contributed by Lukas

Darren Arnold and George Todd are the founders of Intersect-HP in South Africa. Their mission is to create genuine employee engagement for customer se...

Jo Causon - ICS - Building Back With Better CX

23 Sep 2021

Contributed by Lukas

Jo Causon is the CEO of the Institute of Customer Service - she is based in London in the UK. The ICS is the UKs independent professional customer ser...

Mark Trimble - Powerland - CX And The Cloud

16 Sep 2021

Contributed by Lukas

Mark Trimble is a Senior Account Executive at Powerland based in Saskatoon, Canada. Powerland is an IT services provider focused on cloud-based servic...

Vidya Ravichandran - Glowtouch - Diversity And Inclusion In CX and BPO

09 Sep 2021

Contributed by Lukas

Vidya Ravichandran is President of Glowtouch Technologies, based in Louisville, Kentucky, US. GlowTouch is a strategic outsourcing partner, providing ...

Greg Murphy - Instanda - CX And Insurance In The Cloud

02 Sep 2021

Contributed by Lukas

Greg Murphy is the EVP North America of Instanda, he is based in Minnesota. The company provides SaaS cloud-based insurance policy admin services to...

Gareth Richards - Help With My Visa! - Travel CX After The Pandemic

26 Aug 2021

Contributed by Lukas

Gareth Richards is the co-founder and CEO of Help With My Visa!  In this edition of the podcast, Gareth explains what travelers are looking for when ...

Tanya Sinclair - ChargePoint - How Do We Improve The EV User Experience?

19 Aug 2021

Contributed by Lukas

An electric vehicle (EV) is plugged into the ChargePoint network every 2 seconds, but is the charging infrastructure for EVs being upgraded fast enoug...

Tom Doran - Bupa - WFH CX Strategy Before And After Covid

12 Aug 2021

Contributed by Lukas

Tom Doran is the Head of Remote Working at health insurance company Bupa. He is based in Manchester. Bupa was founded in the UK in 1947, but has been...

Charlotte Dunsterville - Sure - Managing B2B, B2C, Sales And CX All Together!

05 Aug 2021

Contributed by Lukas

Sure is a Guernsey-based telecoms firm with a 125-year heritage. Charlotte Dunsterville is the Chief Consumer Officer and therefore leads all consumer...

Mark Walton - Sensée - The Emergency Is Over, Time For WFH To Get Professional

29 Jul 2021

Contributed by Lukas

Mark Walton is the CEO, of Sensée. He is based in Shrewsbury in the UK. Sensée is one of the leading work-from-home customer service specialists in...

Richard Farrand - Conduent - Designing And Transforming For Great CX

22 Jul 2021

Contributed by Lukas

Richard Farrand is a senior director at Conduent, based in Kuala Lumpur, Malaysia. He is responsible for the APAC CX business and globally for resourc...

SPECIAL EDITION: Violence In South Africa

16 Jul 2021

Contributed by Lukas

Special Edition of the CX Files focused on the recent violence in South Africa. What will it mean for BPO and continued confidence in South Africa?  ...

Huw Davies - Ozone API - Can Open Banking Improve Bank CX?

15 Jul 2021

Contributed by Lukas

Huw Davies is the co-founder and Chief Commercial Officer at Ozone API - Ozone helps banks to plug into Open Banking standards. Huw is on the board of...

Numrah Irfan - WatServ - Building Back Better With The Cloud

08 Jul 2021

Contributed by Lukas

Numrah Irfan is the VP of Client Success at WatServ. She is based in Toronto, Canada. WatServ is a specialist in advising and implementing cloud compu...

Lian Rowlands - Conversations By Ami - How Can We Improve ChatBots In CX?

01 Jul 2021

Contributed by Lukas

Lian Rowlands is the director of partnerships at Conversations by Ami. She is based near Swindon in the UK. Ami is a chatbot that has helped millions ...

GigCX Discussion Featuring McKinsey, LiveXchange, and NewAge Products

25 Jun 2021

Contributed by Lukas

GigCX Discussion In this episode of CX Files we talk to a leading management consultant, a provider of a GigCX platform, and a user of GigCX to ask wh...

Victor Pereda - Nearsol - How To Implement A New Contact Center

17 Jun 2021

Contributed by Lukas

What is Contact Center Implementation? How do you create a new contact center in 2021? How do captive centers or BPOs enter into new locations and bui...

Alex Mead - Who Decides On Who Is Really A CX Guru?

10 Jun 2021

Contributed by Lukas

Alex Mead has a long track record in CX director roles in various brands. He is presently based in Bahrain and is the Executive Director of Customer ...

Helen Hickin - ICON Communication Centres - The Evolution Of B2B CX And Inside Sales

03 Jun 2021

Contributed by Lukas

Helen Hickin is the founder and CEO of ICON Communication Centres, based in Prague in the Czech Republic. ICON is focused on CX, inside sales, and acc...

Michele Rowan - WFH Alliance - After The Pandemic WFH Is Here To Stay

27 May 2021

Contributed by Lukas

Michele Rowan is president of the WFH Alliance, an industry forum that organizes workshops, events and toolkits all focused on helping companies imple...

Jeff Pappas - ESRP - Where Should You Locate A Contact Center?

20 May 2021

Contributed by Lukas

Jeff Pappas is the EVP of Site Selection and Brokerage at ESRP, based in Dallas, Texas. Jeff has two decades experience helping companies select the ...

Annelien Marcus - Clarion People - Recruitment And The Modern CX Professional

14 May 2021

Contributed by Lukas

Annelien Marcus is director and recruitment manager at Clarion People, based in London. In this episode she talks about the changing nature of CX recr...

Miya Knights - Retail And CX In The Post-Pandemic Next Normal

07 May 2021

Contributed by Lukas

Miya Knights is the Director and publisher of Retail Technology, possibly the first dedicated retail technology trade journal in the UK. She is based ...

WFH: Securing The Future For Your Organization

30 Apr 2021

Contributed by Lukas

Mark Hillary, from CX Files, published a new book this week (WFH: Securing The Future For Your Organization) co-authored with Andrew McNeile, the CCO ...

Alistair Niederer - TTEC - CX Is About Orchestration Not Outsourcing!

23 Apr 2021

Contributed by Lukas

Alistair Niederer is the EMEA head of TTEC. He is based in London in the UK. Alistair has published several articles recently suggested that we need t...

Tugs Smith - ATAC Inc - The Value Of WFH Certification

16 Apr 2021

Contributed by Lukas

ATAC is a Canadian based virtual service BPO. They have been a Canadian trailblazer since 2011 and have always focused on work-from-home (WFH) agents....

Peter Ryan : Ryan Strategic Advisory : Front Office BPO Omnibus Survey 2021 Results

08 Apr 2021

Contributed by Lukas

It's that time of the year again! Ryan Strategic Advisory asks hundreds of CX decision-makers every year to talk about their most favored locations fo...

Simon Dillsworth : Davies Consulting : Intelligent Automation; Striking The Balance Between Cost And Driving Customer Loyalty

01 Apr 2021

Contributed by Lukas

Simon Dillsworth is the UK Managing Director of Davies Consulting (Davies Group acquired Ember Group - you may have heard Simon a year ago on this pod...

Chris Gillen : A Closer Look : Travel & Leisure CX Before And After Covid

26 Mar 2021

Contributed by Lukas

Chris Gillen is the CEO of A Closer Look, based in Atlanta, Georgia. A Closer Look focuses on data and human intelligence and in this episode of the p...

Rob van Herpen : 5CA : How WFH Will Evolve In 2021

19 Mar 2021

Contributed by Lukas

Rob van Herpen is the Regional Vice President for North America at 5CA. He is based in North California. 5CA has a two-decade history of work-from-hom...

Rick Denton - EX4CX - 2020 The Year (NOT) Everything Changed For CX

12 Mar 2021

Contributed by Lukas

The CX rules have been rewritten by the Covid-19 pandemic. That's the conventional wisdom, as analysts talk about the New Normal... but Rick Denton, t...

Discussion: Where Are The Emerging BPO Destinations In 2021?

05 Mar 2021

Contributed by Lukas

The Ryan Strategic Advisory annual BPO survey will be published next month - featuring the most desirable global BPO locations. In this preview Peter ...

Randy Arellano : Auxillium : Can Smaller Companies Also Outsource Their CX?

26 Feb 2021

Contributed by Lukas

Randy Arellano has a long history in CX - he has worked at several of the major CX suppliers. In 2018 he joined Auxillium with the mission of making h...

Stuart Ravens : Corax Insights : Do Energy And Utility Companies Even Think About CX?

19 Feb 2021

Contributed by Lukas

Stuart Ravens founded Corax Insights in London at the start of 2021, but he has a long history as an industry analyst (Navigant and Ovum) focused on e...

William Carson : Ascensos : Retail And CX - Is The Future Phygital?

12 Feb 2021

Contributed by Lukas

William Carson is the director of market engagement at Ascensos. He is based in London and away from Ascensos he is also a frequent CX commentator and...

Jim Farnsworth : SYKES : Transforming Agents Into Ambassadors

05 Feb 2021

Contributed by Lukas

Jim Farnsworth is a veteran of the CX industry. He is currently an Executive Vice President at SYKES and is well known as one of the leading thinkers ...

Ted Nardin & Brian Kearney : 5th Talent : What CX Leaders Need To Understand About WFH

29 Jan 2021

Contributed by Lukas

Ted Nardin and Brian Kearney founded research and advisory firm 5th Talent and are based in the US. During the Covid-19 pandemic they asked 4,000 cont...

Nate Brown : Officium Labs : Experts Not Agents - Redefining The People Who Work In CX

22 Jan 2021

Contributed by Lukas

Nate Brown is the Chief Experience Officer at Officium Labs and the co-founder of the CX community CX Accelerator. He is based in Nashville Tennessee....

Megan Neale : Limitless Technology - How GigCX Will Redefine CX In 2021

15 Jan 2021

Contributed by Lukas

GigCX is often compared to traditional contact centers or BPO, but there is an opportunity to re-think how customer service is designed throughout the...

Victor van Baal & Amahl Williams : SDS : CX Automation, Innovation and Transformation In 2021

08 Jan 2021

Contributed by Lukas

Victor van Baal is the GTM lead and MD of Qelp at Sykes Digital Services (SDS) and Amahl Williams is a director of SDS. Victor is based in Amsterdam i...

Analyst Views On CX In 2021 - Marianne Rutz, Stephen Loynd, Peter Ryan

30 Dec 2020

Contributed by Lukas

In this final 2020 episode of CX Files, we brought together some leading CX experts and analysts to look at the key trends in 2020 and what might happ...

Jonas Dahlberg - Transcom - CX In A Post-Covid World

23 Dec 2020

Contributed by Lukas

Jonas Dahlberg is the CEO and President of Transcom. He is based in Stockholm, Sweden. Transcom has a team of over 26,000 people working across 22 cou...

Robèrt van Diem - 5CA - The Real Opportunities For WFH In 2021

18 Dec 2020

Contributed by Lukas

Robèrt van Diem is the Senior VP of Operations at 5CA, He is based in the Netherlands. Robèrt has a long history leading operations at companies in...

Ian Sanders - CX For Ticketing And Events

11 Dec 2020

Contributed by Lukas

Ian Sanders has had a long career in events and ticketing, most recently as the Senior Commercial Director at Ticketmaster in the UK. Ian is based in ...

Paula Kennedy-Garcia - Solv - Gig CX Is Already The New Normal

04 Dec 2020

Contributed by Lukas

Paula Kennedy-Garcia is VP of Strategic Projects and Corporate Strategy at Concentrix. She leads the Concentrix Gig platform - Solv. In this episode, ...

Terry Rybolt - LiveXchange - CX + The Gig Economy = GigCX

27 Nov 2020

Contributed by Lukas

Terry Rybolt is the Chief Revenue Officer at LiveXchange. He is based in Boston, MA. LiveXchange was one of the earliest Gig CX platforms and they con...

Shannon Burch - Western Financial Group - Building CX Strategies For Smaller Or Established Companies

20 Nov 2020

Contributed by Lukas

Shannon Burch is the Contact Center Director at Western Financial Group, based in Alberta, Canada. Shannon has deep experience of managing customer ex...

Scott Newman - Transparent BPO - Multisourcing And The New Normal For BPO In 2021

13 Nov 2020

Contributed by Lukas

Scott Newman is the founder and CEO of Transparent BPO. He is based in Maryland, US, although Transparent has extensive operations in the Philippines ...

Ahmed Refky - Raya - CX & BPO In Egypt

06 Nov 2020

Contributed by Lukas

Ahmed Refky is CEO of Raya Contact Center, based in Cairo, Egypt. In this edition we look at CX in Egypt and how the region has recovered from the Egy...

Andrew McNeile - ThinScale Technology - Why WFH BPO Needs BYOD

30 Oct 2020

Contributed by Lukas

Andrew McNeile is the Chief Customer Officer of ThinScale Technology, based in Dublin, Ireland. ThinScale was recently mention on this podcast by Mich...

Pratik Salia - Knowmax - Knowledge Management and CX

23 Oct 2020

Contributed by Lukas

Pratik Salia is the Senior Product Marketing Manager at Knowmax, based in Gurgaon, India. Knowledge Management is becoming a strong CX differentiator ...

Michael DeSalles - Frost & Sullivan - Covid-19 And The BPO Road To 2021

16 Oct 2020

Contributed by Lukas

Michael DeSalles is a Principal Analyst on the North American Customer Care team at industry analyst firm Frost & Sullivan. He recently published a pa...

Anny Serrano (OneStar Solutions) and Jason Heil (Redial BPO) - BPO On The Border In Mexico

09 Oct 2020

Contributed by Lukas

Nearshoring has been a popular CX and BPO option for many years, but what about super-nearshoring from the border between the US and Mexico. Is there ...

How Has The Pandemic Affected Contact Centers In The Philippines? (with Transcom and Teleperformance)

02 Oct 2020

Contributed by Lukas

In this episode we will hear from two BPO leaders focused on how the Philippines is recovering from the Covid-19 pandemic. Don Berryman is the Execut...

Emelie Hedén Edlund - McKinsey - Where Is The Next Normal For Retail?

25 Sep 2020

Contributed by Lukas

Emelie Hedén Edlund is a design director at McKinsey Design. She is based in Stockholm Sweden. Emelie is experienced in design thinking and has a ba...

Simon Knudsen : Transcom : FLEX vs GigCX - Are The Contact Centers Getting Flexible?

18 Sep 2020

Contributed by Lukas

Simon Knudsen is the CEO at Xzakt Kundrelation - a Transcom company. He is based in Stockholm, Sweden. Simon heads the FLEX model Transcom has recentl...

Stephanie Reeves Millner - Teleperformance - US Retail In The Next Normal

11 Sep 2020

Contributed by Lukas

Stephanie Reeves Millner is Vice President of CX Management at Teleperformance US. She is also a board member of TP Women and she is based in Phoenix,...

Peter Ryan - Ryan Strategic Advisory - WFH, GigCX And Looking Ahead To CX in 2021

04 Sep 2020

Contributed by Lukas

Peter Ryan is the Principal Analyst at Ryan Strategic Advisory. He is one of the best-known commentators on CX and contact centres globally. Peter is ...

Mark Hillary - CX Is Leading Other Industries To The New Normal

28 Aug 2020

Contributed by Lukas

Something new - just Mark Hillary alone this week. It's an experiment, but next week will be the usual interview format... Mark explores how the CX in...

Belarus - What's Happening And Why Now?

21 Aug 2020

Contributed by Lukas

What's happening in Belarus and how does it affect the wider IT and CX business community? On this episode, three experts on Belarus, and the region, ...

Kelvin Plomer - Jagex - Gaming And Managing Player Experience

14 Aug 2020

Contributed by Lukas

Kelvin Plomer is director of player experience at Jagex, based in Cambridge in the UK. Jagex is well known for their classic RPG, Runescape, but they ...

Marcel Stroop - 5CA - The Difference Between Remote-Friendly And Remote-First Companies

07 Aug 2020

Contributed by Lukas

Are you remote-friendly or remote-first? What's the difference? Trust and transparency to start with. Zoom Happy Hours are not going to make a differe...

Simon Dillsworth - Ember Group - The Gig Economy + WFH = GigCX

31 Jul 2020

Contributed by Lukas

Simon Dillsworth is the Managing Director for Consulting at Ember Group, based in London, UK. Ember Group recently published a research paper on the o...

Merijn te Booij - Genesys - A WFH Evolution And How It Changes Corporate Culture

24 Jul 2020

Contributed by Lukas

Merijn te Booij spent the past 4 years as the CMO of Genesys. Since last month he has been the EVP and GM for Employee Engagement. Genesys offers cont...

Lynda Arsenault - FDI Business Diplomacy - FDI and Investment In Regions For CX And BPO

17 Jul 2020

Contributed by Lukas

Lynda Arsenault is a partner focused on investment attraction at FDI Business Diplomacy, based in Canada. CX, BPO, and Shared Services are all regular...

Dr Julian Raabe - McKinsey & Co - Hyper-personalization, Transformation, and CX Innovation

13 Jul 2020

Contributed by Lukas

Dr Julian Raabe is an expert partner at McKinsey & Co, based in Munich, Germany. He leads the McKinsey customer operations practice for Western Europe...

CX Files - July 10 McKinsey episode will be with you on July 13

10 Jul 2020

Contributed by Lukas

The CX Files episode for July 10 with Dr Julian Raabe of McKinsey will appear in your podcast app on Monday July 13. Sorry for the delay, but it will ...

Luuk Houtepen - SThree - Are Contact Centers Hiring More Tech Expertise?

03 Jul 2020

Contributed by Lukas

Luuk Houtepen is the BD Director for SThree DACH and Chairman of APSCo Germany - The Association of Professional Staffing Companies. He is based in Mu...

Brian Kearney & Ted Nardin - 5th Talent - We Asked 4000+ Agents What They Think Of WFH

26 Jun 2020

Contributed by Lukas

4,133 Participants 25 locations 7 countries What do they really think about working from home? Brian Kearney and Ted Nardin are the co-founders of 5th...

Stephen Loynd - TrendzOwl 🦉- Analysis On The New Normal

19 Jun 2020

Contributed by Lukas

Stephen Loynd is the principal analyst at TrendzOwl based in Arlington, Virginia. Last March he was on this podcast and he predicted 18-24 months of b...

Brian Pritchard - LiveXchange - The New Normal Needs Agility, Not Just WFH

12 Jun 2020

Contributed by Lukas

Brian Pritchard is the founder and CEO of LiveXChange Corporation, based in Toronto, Canada. His company offers a virtual contact centre solution - in...

Robin Hoekstra - Outworx - The Human Touch Is The New Normal For CX

05 Jun 2020

Contributed by Lukas

Robin Hoekstra is CEO at Outworx, based in Durban South Africa. Outworx focuses on CX and back office BPO solutions. Most of the coverage by analysts ...

Phil Jones - Teleperformance - CX, Innovation, and The New Normal

29 May 2020

Contributed by Lukas

Phil Jones is Senior VP for Strategic Business Development at Teleperformance UK and South Africa. He gave CX Files an advance look at a new white pap...

Graham Brown - HGS - A New Normal... The Future Of BPO And CX

22 May 2020

Contributed by Lukas

Graham Brown is the Chief Sales and Marketing Officer at Hinduja Global Solutions, also know as HGS. He is based in the UK. I called Graham to ask him...

Kathy Juve - Concentrix - 3 Years Of Digital Transformation In 3 Weeks

15 May 2020

Contributed by Lukas

Kathy Juve is the EVP, Customer Experience Technology & Insights Division, at Concentrix. She is based in Orlando, Florida. Kathy is focused on lookin...

Jerry Leisure - Officium Labs - Creating A CX Marketplace That Embraces BPO And The Gig Economy

08 May 2020

Contributed by Lukas

Jerry Leisure is the CEO and founder of Officium Labs, based in Silicon Valley, California. Officium Labs has created a CX Marketplace that blends tra...

Peter Ryan - Ryan Strategic Advisory - The Top 5 Most Favoured Locations For Contact Centres in 2020

07 May 2020

Contributed by Lukas

Every year, Ryan Strategic Advisory publishes their list of the top 5 most favoured offshore contact centre delivery points. The 2020 Front Office Omn...

Alistair Niederer - Ember Group - Riding The Third Wave To A New Normal Of WAHA And Gigs

30 Apr 2020

Contributed by Lukas

Alistair Niederer is the North America CEO of Ember Group, based in Toronto. He has a long track record in CX having previously been CEO at Praxidia a...

Rod Jones: Lessons From The Lockdown With Mark Hillary

28 Apr 2020

Contributed by Lukas

Rod Jones is a contact centre strategic adviser, industry analyst, and consultant. He is based in Johannesburg, South Africa, and he is something of a...

Syamant Sandhir - Futurescape - Sustainable CX (ESG)

24 Apr 2020

Contributed by Lukas

Syamant Sandhir is Director of learning and technology at Futurescape, based in Gurgaon, India. Futurescape is focused on helping companies meet Envir...

Audrey William - Ecosystm - Apps, Personalisation, & The Customer Journey

17 Apr 2020

Contributed by Lukas

Audrey William is a Principal Advisor at Ecosystm, based in Sydney, Australia. She recently published a research paper on the contact centre industry ...

Marianne Rutz - Rutz Consulting - The Key Steps To A Fast Work-From-Home Strategy

16 Apr 2020

Contributed by Lukas

Marianne Rutz founded Rutz consulting over 20 years ago and she had advised companies such as Hertz, Thomas Cook, Ralph Lauren and Banco Santander. Sh...