CX Files
Episodes
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...
Shep Hyken
31 Aug 2018
Contributed by Lukas
In this edition of the podcast I'm really pleased to be speaking with one of the most important experts and advisors on customer experience strategy g...
Peter Ryan, Founder of Ryan Strategic Advisory
24 Aug 2018
Contributed by Lukas
Peter Ryan, is the Founder of Ryan Strategic Advisory. He is one of the most respected CX analysts in the world today and is constantly on the road, e...
Are Regional Trade Associations Stuck In The Past?
17 Aug 2018
Contributed by Lukas
In this bonus episode before the season of interviews begins, Mark Hillary asks if the regional trade associations charged with promoting CX and BPO a...
CX Files
25 Jul 2018
Contributed by Lukas
It's CX Files featuring your host, Mark Hillary. This podcast will feature the best thinkers and leaders in Customer Experience (CX) globally. There a...