CX Files

Yoni Epstein - itelbpo - "We found a new gear in the gearbox..."

15 Apr 2020

Contributed by Lukas

Yoni Epstein is the founding chairman and CEO of itelBPO, based in Montego Bay, Jamaica. ItelBPO has become a leader in the nearshore BPO industry in ...

Mike Aoki - Blending Customer Service And Sales

09 Apr 2020

Contributed by Lukas

Mike Aoki founded Reflective Keynotes almost 20 years ago. The company is based in Toronto Canada and is focused on customer service and sales trainin...

Matt Sims - 4t4Consult - What is the 'new normal' after COVID-19

08 Apr 2020

Contributed by Lukas

Matt Sims is the founding director of 4t4Consult, based in the UK. Until last year he was the CEO of Teleperformance in the UK and South Africa. In th...

Nic Marshall - Res-Q - Reacting Quickly To The COVID-19 Pandemic

07 Apr 2020

Contributed by Lukas

Nic Marshall is the CEO of Res-Q, based in Hull in the UK. Res-Q is an owner-operated contact centre company with around 1,100 agents over two sites i...

International CX Analyst Discussion on COVID-19

06 Apr 2020

Contributed by Lukas

This analyst discussion recorded on April 6, 2020 explores some of the CX industry issues regarding the COVID-19 pandemic. What do you need to do now ...

Brendan Kiely - ThinScale - WAHA & The Tech Supporting Working From Home

03 Apr 2020

Contributed by Lukas

Brendan Kiely is the CEO and co-founder of ThinScale, based in Dublin, Ireland. ThinScale is one of the fastest growing technology companies in the ar...

Audrey William - Ecosystm - BCP For Contact Centers in the COVID-19 Era

02 Apr 2020

Contributed by Lukas

Audrey William is a Principal Advisor at Ecosystm, based in Sydney, Australia. Before Ecosystem Audrey spent over 18 years at Frost and Sullivan so sh...

Dave Rizzo - Teleperformance - COVID-19 and Quickly Shifting To WAHA

01 Apr 2020

Contributed by Lukas

Dave Rizzo is the APAC President of Teleperformance. He participated in a 45-min webinar on 31 March 2020 focused on the Covid-19 coronavirus pandemic...

Pedro Lozano - Sitel Group - Leading Clients Past The Covid-19 Crisis

31 Mar 2020

Contributed by Lukas

Pedro Lozano is the EMEA CEO of Sitel Group. Sitel has over 80,000 in their team across the world. Like other CX specialists they are currently in a r...

James Dodkins - The CX Rock Star on his new ACXS online course

30 Mar 2020

Contributed by Lukas

James Dodkins is better known as the CX Rock Star. He recently launched his Accredited CX Specialist (ACXS) course online. It's great timing as many p...

Mark Davies & Philip Clarke - Hunch - Strategic Innovation and CX

27 Mar 2020

Contributed by Lukas

Mark Davies featured on this podcast last year when he was at PA Consulting. He recently joined Hunch, a strategic innovation consulting practice base...

John Devlin - Ascensos - Switching To Work From Home In A Crisis Situation

26 Mar 2020

Contributed by Lukas

This is another emergency episode of CX Files focused on how people in the CX industry are reacting to the Covid-19 coronavirus. In this episode, John...

Jim Farnsworth - SYKES - Covid-19 - building a fast work from home strategy

25 Mar 2020

Contributed by Lukas

Jim Farnsworth is one of the leading experts on designing work at home CX solutions globally. Based in Denver, Colorado, Jim is the EVP for Business D...

BONUS: Coronavirus Insight with Rob van Herpen, CCO of 5CA (95% of workforce work from home)

20 Mar 2020

Contributed by Lukas

BONUS EPISODE: Rob van Herpen is the Chief Customer Officer and North America General Manager of 5CA. 5CA is a CX specialist, based in the Netherlands...

Annette Franz - CX Journey - Customer Understanding And Journey Mapping

20 Mar 2020

Contributed by Lukas

Annette Franz is the founder of CX Journey and author of a recently published book titled 'Customer Understanding.' She is based in Orange County CA a...

BONUS: Coronavirus Analyst Insights "Plan For 18 Months of Disruption"

18 Mar 2020

Contributed by Lukas

This analyst discussion recorded on March 18, 2020 explores some of the CX industry issues regarding the COVID-19 pandemic. What do you need to do to ...

Andrew Hall - Webhelp - Innovation, Automation, and Emotive CX

13 Mar 2020

Contributed by Lukas

Andrew Hall is the Director of Strategic Engagement at Webhelp UK. He just recently joined Webhelp from Capgemini, where he was the head of innovation...

Ian Golding - The Customer Institute - What Can You Do To Deliver Great CX?

06 Mar 2020

Contributed by Lukas

Ian Golding is the executive director, knowledge and academics, at The Customer Institute, an independent not for profit institution focused on best p...

Jeff Toister - The 1 Mistake Behind All Failed CX Strategies

28 Feb 2020

Contributed by Lukas

Jeff Toister founded Toister Performance Solutions in 2005 to help companies improve employee performance. The company focuses exclusively on helping ...

Michael Valdsgaard (London Dynamics and formerly IKEA) - Augmented Reality For Retail CX

21 Feb 2020

Contributed by Lukas

Michael Valdsgaard was until recently the senior VP of digital transformation at IKEA. He led the team that created the hugely successful IKEA Place a...

Neil Rae - CCO of VXI Global Solutions - RPA and Automation

14 Feb 2020

Contributed by Lukas

Neil Rae is the Chief Customer Officer of VXI Global Solutions. The company HQ is Los Angeles, although Neil is based in Toronto. With 43 global locat...

Adrian Swinscoe - Punk CX - Getting Back To Basics

07 Feb 2020

Contributed by Lukas

Adrian Swinscoe is an adviser, writer, and speaker with a focus on CX and customer service. He writes regularly about CX in the business journal Forbe...

CX Files Will Soon Be A Book!

05 Feb 2020

Contributed by Lukas

CX Files is about to become a book and the launch event will be in Las Vegas this coming June! See you there... CX Outsourcers https://knowledge-execu...

Simon Foot - CX Company - Chatbots and Conversational AI

31 Jan 2020

Contributed by Lukas

The CX Company has been designing chatbots and conversational AI systems for 15 years. Their software engages over 4 million customers every day.  Si...

Matt Sims - 4t4Consult - Where is the CX Focus in 2020?

24 Jan 2020

Contributed by Lukas

Matt Sims is the founding director of 4t4Consult, based in the UK. Until last year he was the CEO of Teleperformance in the UK and South Africa. He ha...

Martin Hill-Wilson - Emotive CX

17 Jan 2020

Contributed by Lukas

Martin Hill-Wilson is one of the best-known CX advisors from the UK. He has been training, advising, and mentoring CX leaders for decades now and his ...

The CX Rock Star - James Dodkins

10 Jan 2020

Contributed by Lukas

James Dodkins is better known as the CX Rock Star. He blends music and business insight when helping companies improve their CX. Customer Experience m...

Gary Slade - Teleperformance - A Look Ahead to CX In 2020

03 Jan 2020

Contributed by Lukas

Gary Slade is the UK and South Africa CEO of Teleperformance. In over 30 years working in CX he believes that this is the most exciting time to be in ...

Peter Ryan - Ryan Strategic Advisory - CX in 2019 and 2020

27 Dec 2019

Contributed by Lukas

Peter Ryan is the principal analyst at Ryan Strategic Advisory, based in Montreal Canada. Peter is well-known globally as a leading expert on CX and h...

Stephen Loynd - TrendzOwl - CX in 2019 and 2020

20 Dec 2019

Contributed by Lukas

Stephen Loynd is the principal analyst at TrendzOwl, based in Washington DC. He is a well-known global CX commentator and in this episode he looks bac...

Daniel Hong - Forrester Research - AI, Automation, and CX in 2020

13 Dec 2019

Contributed by Lukas

Daniel Hong is VP & Research Director, Digital Customer & Collaboration Practice and Healthcare Practice at Forrester Research, based in San Francisco...

John Devlin - Ascensos - CX With A Human Touch, Retail, RPA, and Alexa

06 Dec 2019

Contributed by Lukas

John Devlin is the Founder and CEO of Ascensos. He is based in the UK and spoke to CX Files from his office in Romania. John talks about retaining the...

Rachel Robinson - Teleperformance - The Future For Government CX

29 Nov 2019

Contributed by Lukas

Rachel Robinson is the Executive Vice President of Public Sector Services at Teleperformance, based in Bristol UK. Rachel recently published an opinio...

BONUS EPISODE: South Africa And CX in 2020

26 Nov 2019

Contributed by Lukas

BONUS EPISODE! Peter Ryan leads a conversation with Felix Serrano and Adrian Smith based on their recent visit to the BPESA Global Business Services I...

Colson Hillier - Alorica - Digital Transformation & Automation

22 Nov 2019

Contributed by Lukas

Colson Hillier is the Chief Marketing Officer at Alorica, based in New Jersey, US. Alorica is a global CX company with over 100,000 employees - the la...

Nicky Pharaoh - The Learning Curve - Managing People in CX

15 Nov 2019

Contributed by Lukas

Nicky Pharaoh is the Managing Director and owner of The Learning Curve - a people assessment and development company focused on behavioural change ins...

Julian Burnett - IBM - CX and Retail Strategy

08 Nov 2019

Contributed by Lukas

Julian Burnett is Vice President of Global Markets in the Distribution Sector at IBM. He is an expert on the retail industry with senior experience in...

Stephen Loynd - TrendzOwl - Digital Transformation and the future for CX

01 Nov 2019

Contributed by Lukas

Stephen Loynd is the founder and principal analyst at TrendzOwl. He is based in Washington DC and for many years he headed the digital transformation ...

Dave Rizzo - Teleperformance Innovation Experience Center

25 Oct 2019

Contributed by Lukas

Dave Rizzo is the President of the Asia Pacific region for Teleperformance. The CX giant just launched their Teleperformance Innovation Experience Cen...

Sarah Burnett - Everest Group - PEAK Matrix RPA Research

18 Oct 2019

Contributed by Lukas

Sarah Burnett is EVP at Everest Group with a focus on digital systems, AI and automation. She is the chair of BCS (British Computer Society) Women, sh...

Vit Horky - NICE InContact - Where Is The Real Omnichannel?

11 Oct 2019

Contributed by Lukas

Vit Horky is the founder of Brand Embassy, which was recently sold to NICE InContact, where he is the Senior Director of Digital Experience. Based in ...

Nicola Collister - Woven - CX Cost Is Killing Innovation

04 Oct 2019

Contributed by Lukas

Nicola Collister is the group COO at Woven, based in the north west of England. Woven is a customer service company that aims to focus on value creati...

Mark Angus - Knowledge Executive - Blockchain in CX

27 Sep 2019

Contributed by Lukas

  Mark Angus is the CEO and Managing Editor of Knowledge Executive based in Johannesburg, South Africa. Knowledge Executive recently conducted resear...

Shelli Ryan - The CX Blockchain Institute

20 Sep 2019

Contributed by Lukas

Shelli Ryan is a co-founder and principal at the CX Blockchain Institute. This is a new organisation focused on exploring how CX can benefit from the ...

Ian Barkin - SYKES - Automation, RPA, and Tech in CX

13 Sep 2019

Contributed by Lukas

Ian Barkin is the Chief Strategy and Marketing Office at SYKES, based in Tampa, Florida. He has a long history in innovation and automation strategy a...

Clinton Cohen - iContact BPO - Recruitment And Super Agents In CX

06 Sep 2019

Contributed by Lukas

Clinton Cohen is Managing Director of iContact BPO in Johannesburg, South Africa. He published a recent blog focused on the way recruitment is changin...

Ian Jacobs - Forrester Research - CX Emotion, Engagement, And Smart Speakers

30 Aug 2019

Contributed by Lukas

Ian Jacobs is a principal analyst at Forrester Research, based in San Francisco, California. His focus is customer service and digital transformation ...

Paula Kennedy Garcia - Concentrix - SOLVing The Gig Economy In CX

23 Aug 2019

Contributed by Lukas

Paula Kennedy Garcia is the Vice President of strategic projects and corporate strategy at Concentrix, based in the UK. Paula manages the Solv project...

John Linkous - Phalanx Security - CX And Customer Data Security

16 Aug 2019

Contributed by Lukas

John Linkous is the Founder and Principal Adviser at Phalanx Security, based out of Baltimore in the US. He has a long track record as an expert on cy...

Peter Zaitsev - Percona - Data Security And CX

09 Aug 2019

Contributed by Lukas

Peter Zaitsev is the founder and CEO of Percona, based in the US. Percona designs, supports, and advises on databases. They help companies manage data...

Alistair Niederer - Egeria Insights - Customer Complaints & Disputes

02 Aug 2019

Contributed by Lukas

Alistair Niederer is the CEO of Egeria Insights, a recently formed company launched by the Resolver Group, the leading complaint and dispute resolutio...

Steve Weston & Peter Ryan : CX In Egypt - Perception and Reality?

26 Jul 2019

Contributed by Lukas

In this episode of the podcast we are exploring the perception and reality of working in different global locations after the news this week that airl...

Alan Graham - Mindpearl - Travel and CX

19 Jul 2019

Contributed by Lukas

NOTE: Sound quality is below usual in this episode thanks to the conferencing system we were using having a 'muddy' effect on the sound - apologies......

Felix Serrano - Activus Connect - Platforms and the CX gig economy

12 Jul 2019

Contributed by Lukas

Felix Serrano is the co-founder and CEO of Activus Connect. The company is a certified women and minority-owned customer engagement organisation and t...

Rob Allman - Dimension Data - Global CX Benchmarking Research

05 Jul 2019

Contributed by Lukas

Robert Allman is the Group Senior Vice President for Customer Experience at Dimension Data. Based in Johannesburg, South Africa, Dimension Data opera...

Ved Sen - TCS - Digital Strategy, CX, and Innovation

28 Jun 2019

Contributed by Lukas

Ved Sen is a Digital Evangelist at Tata Consultancy Services (TCS). He is focused on digital strategy, acceleration and innovation and from his base i...

Evan Jones - Harambee - How CX Can Create Employment

21 Jun 2019

Contributed by Lukas

Evan Jones is the CIO of Youth Employment Accelerator, Harambee, based in Johannesburg, South Africa. He is also the National Board Chairman of BPeSA,...

Shai Berger - Fonolo - Managing Call-Backs

14 Jun 2019

Contributed by Lukas

  Shai Berger is the CEO and co-founder of Fonolo, a technology company based in Toronto, Canada. Fonolo manages call-backs for contact centres elimi...

Rod Jones - The 5 Common CX Operational Challenges

07 Jun 2019

Contributed by Lukas

Rod Jones is a contact centre legend. Based in Johannesburg, South Africa, he has consulted and advised on contact centres for over 40 years. Contact ...

Srikanth Iyengar - Conduent - Evolution Of Modern CX

31 May 2019

Contributed by Lukas

Srikanth Iyengar is the Group CEO for Europe of Conduent, a major international business process service company with expertise in digital platforms a...

Steve Jones - Capgemini - Using Data For CX Insights

24 May 2019

Contributed by Lukas

Steve Jones is the Head of Insights and Data for Capgemini North America. He has a background managing both AI and Big Data for Capgemini and is a lea...

Mark Davies - PA Consulting on Customer 4.0

17 May 2019

Contributed by Lukas

Mark Davies is a business design expert at PA Consulting with a focus on customer disruption and also author of a recent study titled Customer 4.0. Th...

Christine Bardwell - Oracle - An Omnichannel Future For CX

10 May 2019

Contributed by Lukas

Christine Bardwell is the Senior Principal Strategy for Oracle Loyalty and Commerce and she is responsible for all the global go to market strategy fo...

Sarah Metcalfe - EX, CX, And Great Managers

03 May 2019

Contributed by Lukas

Sarah is the Chief Happiness Officer at Happy Coffee Consulting. She is also the Head of Customer Service at Sure Petcare managing a customer service ...

Amit Shankardass - Digital vs Human CX

26 Apr 2019

Contributed by Lukas

Amit Shankardass is the Executive Vice President of worldwide marketing at Teleperformance. Teleperformance has over 300,000 people delivering CX serv...

Vadim Anikanov - Smart Speakers Alexa/Home/Siri

18 Apr 2019

Contributed by Lukas

Until very recently Vadim Anikanov was the Head of Global Customer Operations at Digital Finance International, which is a member of the Finstar Finan...

Wendy Shlensky - HGS - CXOutsourcers and BPO in 2019

12 Apr 2019

Contributed by Lukas

Wendy Shlensky is the Global Head of PR and AR at Hinduja Global Services (HGS), based in New York. Wendy was a speaker at the recent CXOutsourcers ev...

Ed Thomas - GlobalData - AI and CX

05 Apr 2019

Contributed by Lukas

Ed Thomas is the Principal Analyst for technology thematic research at GlobalData PLC. He was recently speaking about AI and CX at the CX Outsourcers ...

Miya Knights - Amazon and Retail

29 Mar 2019

Contributed by Lukas

Miya Knights is the head of industry insight at Eagle Eye Solutions. She is the director and publisher of retail technology magazine. She has a long h...

Peter Ryan - 2019 Front Office BPO Omnibus Survey Results

25 Mar 2019

Contributed by Lukas

Peter Ryan is the Principal Analyst at Ryan Strategic Advisory and is a great friend of CX Files. On Monday March 25th he presented the latest RSA res...

Maxine Holt - Ovum - Cybersecurity

22 Mar 2019

Contributed by Lukas

Maxine Holt is a research director, leading the security practice at industry analyst Ovum. Maxine will be delivering a keynote speech on trends in c...

David Rumble - gobeyond - offshoring

15 Mar 2019

Contributed by Lukas

David Rumble is a Managing Partner at GoBeyond, a consulting firm based in the the UK that specialises in complex CX transition. Dave is a well known ...

Nuno Horta - Grupo Ageas

08 Mar 2019

Contributed by Lukas

Nuno Horta is head of innovation at Grupo Ageas, based in Lisbon Portugal. Ageas is based in Belgium and is the largest insurance company there althou...

Tamar Ravelli - Talingual

01 Mar 2019

Contributed by Lukas

Tamar Ravelli is an international recruitment consultant at Talingual. Talingual is a recruitment company, based in Belfast, focused on helping contac...

Mike Havard - Ember Group

22 Feb 2019

Contributed by Lukas

Mike Havard is Director of Ember Group. Ember Group is a customer engagement and CX professional service business based in the UK. Mike talked about h...

Atul Vashistha - Neo Group - Third Party Outsourcing Risk And CX

15 Feb 2019

Contributed by Lukas

Atul Vashistha, is the Chairman and CEO of Neo Group. Neo Group was founded in 1999 and is a US-based consulting and advisory firm focused on global s...

Steve Morrell - ContactBabel

08 Feb 2019

Contributed by Lukas

Steve Morrell is the Managing Director of ContactBabel. ContactBabel is an industry analyst firm, which studies the global contact centre and customer...

Patrick O'Brien, GlobalData Retail - Retail and CX in 2019

01 Feb 2019

Contributed by Lukas

Patrick O' Brien is the UK research director at Global Data Retail and has a long career researching retail trends in the UK and across Europe. Global...

Loren Moss, Unido Digital - Demographics and CX Channels

25 Jan 2019

Contributed by Lukas

Loren Moss is the founder of Unido Digital, based in Medellín, Colombia. He is a CX analyst with expert knowledge of FinTech and Intelligent Automati...

Vit Horky - Customer Service In The Transhuman Age

18 Jan 2019

Contributed by Lukas

Vit Horky is the co-founder and CEO of Brand Embassy, based in Prague. Brand Embassy is focused on helping companies move to digital customer service....

Mark Angus - CXOutsourcers

17 Jan 2019

Contributed by Lukas

Mark Angus is the CEO of publisher and research company Knowledge Executive, based in Johannesburg, South Africa. Together with Peter Ryan of Ryan Str...

Jens Butler - Tech Research Asia

11 Jan 2019

Contributed by Lukas

Jens Butler is the Director of Services, CX, and Sourcing for Tech Research Asia, based in Sydney, Australia. He is one of the best known analysts foc...

Melissa O'Brien - HfS Research

04 Jan 2019

Contributed by Lukas

Melissa O'Brien is the Research Vice President for customer engagement, retail and travel at HfS Research - she is based in Boston, Massachusetts. HfS...

Peter Ryan - Ryan Strategic Advisory (CX in 2019)

28 Dec 2018

Contributed by Lukas

The final CX Files of 2018! Peter Ryan is Principal of Ryan Strategic Advisory, based in Montreal Canada. Peter talked to me about some of the big CX ...

Steve Weston - SK Weston & Co

21 Dec 2018

Contributed by Lukas

Steve Weston is the Managing Partner of SK Weston & Co, based in Washington DC. Steve himself has over 25 years consulting experience in the field of ...

Andrei Lepeyev - IBA Group

14 Dec 2018

Contributed by Lukas

Andrei Lepeyev is the Director of the Software Development Department at IBA Group in Minsk, Belarus. Andrei is leading teams focused on Mainframes, M...

Stefan Osthaus - experience5

07 Dec 2018

Contributed by Lukas

Stefan Osthaus is an author, keynote speaker and CX expert based in Dusseldorf, Germany. He is the founder and managing director of experience5, focus...

Jim Farnsworth - SYKES

30 Nov 2018

Contributed by Lukas

Jim Farnsworth is a legend in the world of CX. Based in Denver, he is EVP and GM at SYKES, heading up their SykesHOME virtual contact centre solution....

Graham Brown - HGS

23 Nov 2018

Contributed by Lukas

Graham Brown is the Chief Sales and Marketing Officer at Hinduja Global Solutions (HGS), based in London, UK. We talked about how emerging technologie...

Traci Freeman - Believe Consulting

18 Nov 2018

Contributed by Lukas

Traci Freeman is known to everyone in the BPO industry in South Africa. Based in Johannesburg, Traci runs Believe Consulting and advises BPESA. She wa...

Yoni Epstein - itelbpo

10 Nov 2018

Contributed by Lukas

Yoni Epstein is the founder and chairman of itelbpo, based in Jamaica. In the podcast Yoni talks about automation, AI, bots, and what this all means f...

Morris Pentel - The CX Foundation

02 Nov 2018

Contributed by Lukas

Morris Pentel is Chairman of the CX Foundation, a private global foundation focused on best practice in CX. He talks on this episode about how to rede...

Thomas Reby - Google

26 Oct 2018

Contributed by Lukas

Thomas Reby is a Senior Strategy Manager at Google in Ireland. He is an internationally experienced CX professional, with proven track record of lead...

Giovanni Tavani - Royal Canin

19 Oct 2018

Contributed by Lukas

Giovanni Tavani is the director of Global Customer Care and Social Media at Royal Canin, based in France. He recently joined Royal Canin and was previ...

Stephen Loynd - Frost & Sullivan

12 Oct 2018

Contributed by Lukas

Stephen Loynd is the global program director of the digital transformation practice at Frost & Sullivan and is therefore well known internationally as...

William Carson - Concentrix

05 Oct 2018

Contributed by Lukas

In this edition of the podcast I'm speaking with William Carson from Concentrix. William is based in London and is a CX Growth Hacker, which is an int...

Simon Dillsworth - Praxidia

28 Sep 2018

Contributed by Lukas

Simon Dillsworth is Executive Business Partner at Praxidia, which is a management consulting firm spun out of CX firm Teleperformance at the start of ...

Matt Sims - CEO, Teleperformance UK & RSA

21 Sep 2018

Contributed by Lukas

Matt Sims has spent his entire career focused on designing customer experience. He is now the CEO of Teleperformance UK and South Africa. Teleperforma...

Calum Chace - AI and CX

14 Sep 2018

Contributed by Lukas

Calum Chace is an expert on artificial intelligence (AI). He graduated from Oxford university after studying philosophy and found that the science fic...

Daniel Hulme, CEO Satalia

07 Sep 2018

Contributed by Lukas

This episode features Daniel Hulme. Daniel is the CEO of Satalia, a London-based company that provides Artificial Intelligence solutions to solve indu...