CX Files
322 episodes - English - Latest episode: 6 days ago - ★★★★★ - 5 ratingsCX Files features your hosts, CX industry analysts Mark Hillary and Peter Ryan, speaking each week to leading analysts, thinkers, and practitioners focused on managing the Customer Experience (CX). In each episode Mark and Peter talk to their guests about the future of CX, the important trends, and what customers really expect from brands today.
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Episodes
Rachel Robinson - Teleperformance - The Future For Government CX
November 29, 2019 08:00 - 11 minutes - 16 MBRachel Robinson is the Executive Vice President of Public Sector Services at Teleperformance, based in Bristol UK. Rachel recently published an opinion paper titled 'The Future For Government Contact Centre Services' and so in this episode we explore the difference between public sector bodies serving citizens and private sector companies servicing customers. Click on Rachel's LinkedIn here to access the paper: https://www.linkedin.com/in/rachel-robinson-003a3546/ https://teleperform...
BONUS EPISODE: South Africa And CX in 2020
November 26, 2019 15:54 - 20 minutes - 28.8 MBBONUS EPISODE! Peter Ryan leads a conversation with Felix Serrano and Adrian Smith based on their recent visit to the BPESA Global Business Services Investor Conference in Durban. Felix Serrano Co-Founder & Chief Executive Officer at Activus Connect https://www.linkedin.com/in/felixserrano3/ https://activusconnect.com/ Adrian Smith Chief Executive Officer / CEO of ATAC Inc. https://www.linkedin.com/in/atacinc/ https://www.atacinc.ca/ Peter Ryan Principal at Ryan Str...
Colson Hillier - Alorica - Digital Transformation & Automation
November 22, 2019 07:00 - 25 minutes - 34.6 MBColson 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 largest CX specialist based in the US. Colson talked on this podcast episode about the need to manage automation projects and digital transformation. https://www.linkedin.com/in/colsonhillier https://www.alorica.com
Nicky Pharaoh - The Learning Curve - Managing People in CX
November 15, 2019 08:00 - 12 minutes - 18 MBNicky Pharaoh is the Managing Director and owner of The Learning Curve - a people assessment and development company focused on behavioural change inside companies. Nicky talks on the podcast about employee behaviour and how management structures can be applied inside customer service organisations. - what is changing in modern companies? www.linkedin.com/in/nickypharoah/ www.tlcglobal.co/
Julian Burnett - IBM - CX and Retail Strategy
November 08, 2019 08:40 - 24 minutes - 33.4 MBJulian 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 several retailers. Before IBM he was the CIO at House of Fraser, the CTO at John Lewis, and the CTO and Sainsbury's… In the podcast, he talks about subscriptions, budget retail, Amazon, and the future for retail CX. www.linkedin.com/in/julian-burnett-2182511/ www.ibm.com
Stephen Loynd - TrendzOwl - Digital Transformation and the future for CX
November 01, 2019 13:34 - 23 minutes - 32.9 MBStephen Loynd is the founder and principal analyst at TrendzOwl. He is based in Washington DC and for many years he headed the digital transformation practice at Frost and Sullivan. In this episode, Stephen introduces TrendzOwl and explores the Fourth Industrial Revolution - how is technology changing society and forcing brands to rethink how they manage the customer experience? How can executives stay ahead of the competition when the rules of competition are being changed at such a pace?...
Dave Rizzo - Teleperformance Innovation Experience Center
October 25, 2019 15:10 - 10 minutes - 14.6 MBDave Rizzo is the President of the Asia Pacific region for Teleperformance. The CX giant just launched their Teleperformance Innovation Experience Center (TIEC) in Silicon Valley California. In this episode, recorded in California, Dave explains the need for innovation in CX and why they launched the TIEC now. https://teleperformance.com/ https://www.linkedin.com/in/dave-rizzo-7037763/
Sarah Burnett - Everest Group - PEAK Matrix RPA Research
October 18, 2019 08:00 - 20 minutes - 9.52 MBSarah 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, she founded the BCS AI Accelerator, and she is a tech mentor at Durham university helping women into careers in IT. Sarah recently published a research paper title the PEAK Matrix Assessment for RPA, assessing all the top Robotic Process Automation companies - over 20 of them. In this podcast she talks about the RPA market now and in the future...
Vit Horky - NICE InContact - Where Is The Real Omnichannel?
October 11, 2019 08:00 - 15 minutes - 7.4 MBVit 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 Prague, in the Czech Republic Vit is an author (Check the January episode about his book) and expert on CX. This episode was recorded in person in São Paulo - Vit explains what he is working on, the sale of the business to NICE, and some new work he is doing on omnichannel. www.niceincontact.com www.linkedin.com/in/vithorky
Nicola Collister - Woven - CX Cost Is Killing Innovation
October 04, 2019 08:00 - 17 minutes - 8.09 MBNicola 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 creation rather than just cost reduction - as we know this is quite different from the usual pitch a customer service supplier makes. Nicola wrote a recent blog on LinkedIn where she said that the focus on the cost of customer service is killing innovation. In this podcast she explains this further and asks how companies that are experts at CX can ...
Mark Angus - Knowledge Executive - Blockchain in CX
September 27, 2019 08:00 - 14 minutes - 7.08 MBMark Angus is the CEO and Managing Editor of Knowledge Executive based in Johannesburg, South Africa. Knowledge Executive recently conducted research on behalf of the CX Blockchain Institute - featured here last week. In this episode, Mark talks about the new research and how CX executives can use blockchain. https://www.linkedin.com/in/mark-angus/ https://knowledge-executive.com/ https://www.cxblockchain.org/
Shelli Ryan - The CX Blockchain Institute
September 20, 2019 18:49 - 12 minutes - 5.94 MBShelli 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 use of blockchain. Shelli is based in Las Vegas. In the podcast she explains how blockchain can be a game changer for CX. https://www.linkedin.com/in/shelliryan/ https://www.cxblockchain.org/
Ian Barkin - SYKES - Automation, RPA, and Tech in CX
September 13, 2019 08:00 - 28 minutes - 13.2 MBIan Barkin is the Chief Strategy and Marketing Office at SYKES, based in Tampa, Florida. He has a long history in innovation and automation strategy and if you have taken an RPA course on LinkedIn then he probably wrote it. In the podcast Ian explores RPA, innovation, and the future development of customer experience processes where technology blends with more traditional human customer service. https://www.linkedin.com/in/ianbarkin/ https://www.sykes.com/
Clinton Cohen - iContact BPO - Recruitment And Super Agents In CX
September 06, 2019 08:00 - 13 minutes - 6.53 MBClinton Cohen is Managing Director of iContact BPO in Johannesburg, South Africa. He published a recent blog focused on the way recruitment is changing in CX and how agents need new skills to cope with emerging tech and multiple channels. In this episode, I ask him about the points he raised. Are we really about to see an end of contact centre attrition? If skills are increasing so fast in contact centres then how do you keep those people and give them a career? https://icontactbpo.co.za...
Ian Jacobs - Forrester Research - CX Emotion, Engagement, And Smart Speakers
August 30, 2019 08:00 - 21 minutes - 10.2 MBIan Jacobs is a principal analyst at Forrester Research, based in San Francisco, California. His focus is customer service and digital transformation so he is well placed to comment on the way that brands are using technology to try improving CX. In this episode Ian explores automation, chatbots, smart speakers, and how to manage emotion in brand to customer interactions. https://www.forrester.com https://www.linkedin.com/in/iangjacobs/
Paula Kennedy Garcia - Concentrix - SOLVing The Gig Economy In CX
August 23, 2019 08:00 - 13 minutes - 6.21 MBPaula Kennedy Garcia is the Vice President of strategic projects and corporate strategy at Concentrix, based in the UK. Paula manages the Solv project which is a Concentrix solution focused on working on a CX solution within the gig economy. In this edition of the podcast she explains how the gig economy works for CX and what it can offer to companies designing their customer service. https://www.linkedin.com/in/paula-kennedy-garcia-1b90b81/ https://www.concentrix.com/
John Linkous - Phalanx Security - CX And Customer Data Security
August 16, 2019 08:00 - 12 minutes - 6.14 MBJohn 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 cyber crime so in this edition of the podcast we continued exploring the recent Capital One hack, but also looked at social networks and personalization. Can companies keep on collecting the personal data of their customers if they are not protecting it? When will the pushback begin? https://www.linkedin.com/in/jlinkous/ http://www.phalanxsec...
Peter Zaitsev - Percona - Data Security And CX
August 09, 2019 08:00 - 17 minutes - 8.37 MBPeter Zaitsev is the founder and CEO of Percona, based in the US. Percona designs, supports, and advises on databases. They help companies manage data and keep it safe. This episode was inspired by the recent Capital One hack, where personal details of over 100m customers was compromised. Peter talks about keeping customer data safe, GDPR, Cambridge Analytica, and much more... https://www.linkedin.com/in/peterzaitsev/ https://www.percona.com/
Alistair Niederer - Egeria Insights - Customer Complaints & Disputes
August 02, 2019 15:15 - 15 minutes - 7.12 MBAlistair Niederer is the CEO of Egeria Insights, a recently formed company launched by the Resolver Group, the leading complaint and dispute resolution organisation in the UK. Egeria Insights is focused on helping companies understand how to manage customer conflict and even predict it. In the podcast, Alistair explains the importance of managing customer conflict well and how complaining customers can actually be turned into fans. https://www.resolvergroup.com/ https://www.linkedi...
Steve Weston & Peter Ryan : CX In Egypt - Perception and Reality?
July 26, 2019 12:04 - 18 minutes - 8.74 MBIn this episode of the podcast we are exploring the perception and reality of working in different global locations after the news this week that airlines such as BA and Lufthansa are not flying to Cairo because of "security concerns." How do executives working in BPO and CX separate perceived risk from reality? Steve Weston and Peter Ryan discuss the Egypt problem and also explore other locations and how to evaluate risk. Steve Weston is the Managing Partner at SK Weston & Co. He is bas...
Alan Graham - Mindpearl - Travel and CX
July 19, 2019 15:33 - 14 minutes - 6.85 MBNOTE: Sound quality is below usual in this episode thanks to the conferencing system we were using having a 'muddy' effect on the sound - apologies... lesson is to call direct, not through conference lines :-( Alan Graham is the Chief Commercial Officer at Mindpearl, based in Cape Town, South Africa. Mindpearl was born in 1999 when a consortium of 11 European airlines decided they needed a better way to manage CX. They maintain a strong focus on travel, but have now expanded to support oth...
Felix Serrano - Activus Connect - Platforms and the CX gig economy
July 12, 2019 08:00 - 14 minutes - 6.87 MBFelix Serrano is the co-founder and CEO of Activus Connect. The company is a certified women and minority-owned customer engagement organisation and they are operating across all of the continental US and Puerto Rico - based out of Orlando, Florida. Activus Connect is building a new platform for customer experience services modelled on the gig economy. In this episode, Felix explains how this can work and how the Work-At-Home agent strategy is developing rapidly. https://www.linkedin.com...
Rob Allman - Dimension Data - Global CX Benchmarking Research
July 05, 2019 13:27 - 30 minutes - 14.4 MBRobert Allman is the Group Senior Vice President for Customer Experience at Dimension Data. Based in Johannesburg, South Africa, Dimension Data operates all over the world managing and consulting on technology and they have a strong focus on CX and customer analytics. Each year for the past 22 years, Dimension Data has published their annual Global CX benchmarking report - this is one of those reports that everyone in the industry looks out for because it has a long history and deep insig...
Ved Sen - TCS - Digital Strategy, CX, and Innovation
June 28, 2019 08:00 - 25 minutes - 11.9 MBVed Sen is a Digital Evangelist at Tata Consultancy Services (TCS). He is focused on digital strategy, acceleration and innovation and from his base in London he advises TCS clients on how to utilise new innovations, platforms, and business models. Ved is also the author of a book titled Doing Digital, Connect, Quantify, Optimise - a guide to digital innovation and strategy for non-technical managers. In the podcast we talk about the way that digital technologies are changing how compani...
Evan Jones - Harambee - How CX Can Create Employment
June 21, 2019 08:00 - 13 minutes - 6.42 MBEvan Jones is the CIO of Youth Employment Accelerator, Harambee, based in Johannesburg, South Africa. He is also the National Board Chairman of BPeSA, promoting and advising the wider BPO industry in South Africa. In this episode of CX Files Evan talks about Impact Sourcing and how CX can be used to create employment and change lives across Africa, and beyond. https://www.linkedin.com/in/evanjonesbpo/ https://harambee.co.za/
Shai Berger - Fonolo - Managing Call-Backs
June 14, 2019 08:00 - 9 minutes - 4.42 MBShai Berger is the CEO and co-founder of Fonolo, a technology company based in Toronto, Canada. Fonolo manages call-backs for contact centres eliminating the need for customers to wait on hold. In this podcast Shai explains how a simple change can have a dramatic effect on CX. https://www.linkedin.com/in/shaiberger/ https://fonolo.com/
Rod Jones - The 5 Common CX Operational Challenges
June 07, 2019 08:00 - 15 minutes - 7.33 MBRod Jones is a contact centre legend. Based in Johannesburg, South Africa, he has consulted and advised on contact centres for over 40 years. Contact Centre Helper magazine once called him the most trusted contact centre advisor *globally*. His work takes him all over the world both to work with clients and to speak about his experience at conferences. Rod recently mentioned to me that there are a few problems that come up in almost every engagement he works on so I called to ask him about...
Srikanth Iyengar - Conduent - Evolution Of Modern CX
May 31, 2019 08:00 - 14 minutes - 6.82 MBSrikanth Iyengar is the Group CEO for Europe of Conduent, a major international business process service company with expertise in digital platforms and a technology-focused approach to customer experience. In our conversation Srikanth talks about the evolution of customer service away from the contact centre to a world of data analytics and technology platforms and what this means for the partners asked to provide this kind of expertise by their clients. www.conduent.com www.linkedin....
Steve Jones - Capgemini - Using Data For CX Insights
May 24, 2019 08:00 - 21 minutes - 10.3 MBSteve 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 leading global expert on how companies use data for insights and improved CX. In this episode of CX Files he talks about using data insights to create great CX and the effect of emerging tech such as facial recognition. He also explores the ethics of insights - can too much insight start to feel creepy as brands know everything about us? www.l...
Mark Davies - PA Consulting on Customer 4.0
May 17, 2019 08:00 - 36 minutes - 17.2 MBMark 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. This research explores different demographic groups and how different behaviours are making modern customers extremely complex. In this episode we explore some of the findings from the Customer 4.0 research - in particular why brands just don't understand customer needs. https://www.linkedin.com/in/tmdavies/ https://www.paconsulting.com/
Christine Bardwell - Oracle - An Omnichannel Future For CX
May 10, 2019 08:00 - 18 minutes - 8.77 MBChristine Bardwell is the Senior Principal Strategy for Oracle Loyalty and Commerce and she is responsible for all the global go to market strategy for Oracle Loyalty. Before Oracle, Christine was an industry analyst at companies including IDC and Ovum and therefore she has spent several years analysing the markets that she now works on for Oracle. In the podcast we explored smart speakers, China, Google, data analytics and the question of human or digital CX - a complete omnichannel of ...
Sarah Metcalfe - EX, CX, And Great Managers
May 03, 2019 08:00 - 16 minutes - 7.86 MBSarah is the Chief Happiness Officer at Happy Coffee Consulting. She is also the Head of Customer Service at Sure Petcare managing a customer service team that works across borders using several languages. For CX Files she is speaking in her Happy Coffee capacity. Sarah speaks on this podcast about Employee Experience and the importance of great managers and work culture - how does this influence CX? https://www.linkedin.com/in/sarahmetcalfecambs/ https://www.happycoffeeconsulting.co.uk/
Amit Shankardass - Digital vs Human CX
April 26, 2019 08:00 - 15 minutes - 7.31 MBAmit Shankardass is the Executive Vice President of worldwide marketing at Teleperformance. Teleperformance has over 300,000 people delivering CX services to 170 markets from 80 different countries. In this edition of the podcast, Amit talks about the differences between a human and digital focus on CX and how brands can achieve the best possible blend of both. If 80% of customers prefer to speak to a human, why is everyone automating CX? https://www.linkedin.com/in/amitshankardass/ ww...
Vadim Anikanov - Smart Speakers Alexa/Home/Siri
April 18, 2019 16:21 - 15 minutes - 7.46 MBUntil very recently Vadim Anikanov was the Head of Global Customer Operations at Digital Finance International, which is a member of the Finstar Financial Group. He has spent a couple of decades in various CX leadership roles and at present he is researching the effect of smart speakers on the customer experience. Vadim is particularly interested in the way that smart speakers, such as the Amazon Echo and Google Home will change and influence customer behaviour in a way that allows much gr...
Wendy Shlensky - HGS - CXOutsourcers and BPO in 2019
April 12, 2019 07:01 - 12 minutes - 5.95 MBWendy 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 event in Windsor, UK, so I called to catch up on her conference takeaways and views on the future for BPO and CX in 2019. https://www.linkedin.com/in/wendyshlensky/ https://www.teamhgs.com/ https://knowledge-executive.com/cxoutsourcers/
Ed Thomas - GlobalData - AI and CX
April 05, 2019 15:12 - 5 minutes - 2.73 MBEd Thomas is the Principal Analyst for technology thematic research at GlobalData PLC. He was recently speaking about AI and CX at the CX Outsourcers conference in Windsor, UK. After his talk, I asked Ed to explain some of his thoughts about AI for the podcast. Are companies really getting value from AI today? Listen to Ed’s thoughts here… https://www.linkedin.com/in/edgthomas/ https://www.globaldata.com/ https://knowledge-executive.com/cxoutsourcers/
Miya Knights - Amazon and Retail
March 29, 2019 06:10 - 18 minutes - 8.92 MBMiya 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 history in both retail and technology journalism and analysis and she is the co-author of a recent book titled Amazon - how the world’s most relentless retailer will continue to revolutionise commerce. Miya talked to CX Files on the edge of the CXOutsourcers conference, hence the occasional background noise on this edition of the podcast. ht...
Peter Ryan - 2019 Front Office BPO Omnibus Survey Results
March 25, 2019 09:37 - 13 minutes - 6.55 MBPeter 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 research - the 2019 Front Office BPO Omnibus Survey. This outlines the most popular locations for contact centres globally. In a CX Files exclusive this episode is being released earlier than usual so it is published simultaneously with his live speech at the CX Outsourcers conference in Windsor, UK. https://ryanadvisory.com/ https://knowledge...
Maxine Holt - Ovum - Cybersecurity
March 22, 2019 08:00 - 11 minutes - 5.51 MBMaxine Holt is a research director, leading the security practice at industry analyst Ovum. Maxine will be delivering a keynote speech on trends in cybersecurity at the CXOutsourcers conference in Windsor on March 25th. In this podcast we explore some of the issues around protecting customer data and how GDPR is looking, one year into enforcement. https://www.linkedin.com/in/maxineholt/ https://ovum.informa.com/ https://knowledge-executive.com/cxoutsourcers/
David Rumble - gobeyond - offshoring
March 15, 2019 09:00 - 14 minutes - 6.87 MBDavid 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 international expert on offshore outsourcing and he will be speaking about offshoring strategies later this month at the CX Outsourcers Mindshare event in Windsor, UK. In the podcast I asked Dave about some of the current trends around offshoring and CX, especially the main drivers for offshoring today and how companies are coping with differ...
Nuno Horta - Grupo Ageas
March 08, 2019 10:00 - 11 minutes - 5.51 MBNuno Horta is head of innovation at Grupo Ageas, based in Lisbon Portugal. Ageas is based in Belgium and is the largest insurance company there although they operate across 14 different countries. Nuno talks about how insurance is changing and how insurance companies can improve the customer experience through the use of emerging technologies and just redefining their role in the life of the customer. www.linkedin.com/in/nunorhorta/ www.grupoageas.pt
Tamar Ravelli - Talingual
March 01, 2019 08:46 - 16 minutes - 7.73 MBTamar Ravelli is an international recruitment consultant at Talingual. Talingual is a recruitment company, based in Belfast, focused on helping contact centres find staff, particularly multilingual centres who need people that are prepared to relocate for their job. Talingual published research suggesting that the place that young Germans want to live and work most is England. Given the uncertainty over Brexit I thought this sounded strange so I called her to ask about the research. www....
Mike Havard - Ember Group
February 22, 2019 16:13 - 16 minutes - 8.02 MBMike Havard is Director of Ember Group. Ember Group is a customer engagement and CX professional service business based in the UK. Mike talked about how brands can become service champions and how Brexit is affecting CX in the UK. Mike was on the coast near Vancouver, Canada during this recording therefore you may hear gulls! www.embergroup.co.uk www.linkedin.com/in/mike-havard-5913401 http://knowledge-executive.com/cxoutsourcers
Atul Vashistha - Neo Group - Third Party Outsourcing Risk And CX
February 15, 2019 09:00 - 10 minutes - 4.92 MBAtul 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 services and sourcing. Atul has written three books about globalisation and sourcing and he is on the US Department of Defense Business Board - an advisory body that provides the US government with private sector expertise. In the podcast Atul talks about managing the risk of working with other companies who deliver services to your customers....
Steve Morrell - ContactBabel
February 08, 2019 09:00 - 14 minutes - 6.65 MBSteve Morrell is the Managing Director of ContactBabel. ContactBabel is an industry analyst firm, which studies the global contact centre and customer engagement industries. They recently published the 18th annual edition of their contact centre decision makers guide, which analyses the customer service industry with feedback from over 200 companies. In the podcast Steve talks about this research, customer demographics, and compares CX in the UK and USA. http://www.contactbabel.com/ ht...
Patrick O'Brien, GlobalData Retail - Retail and CX in 2019
February 01, 2019 10:00 - 14 minutes - 7 MBPatrick 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 Data publishes over 15,000 reports and forecasts a year analysing 500,000 companies in 80 different countries. In the podcast, Patrick explains his thoughts on retail trends for 2019 and how CX will play a major role in shaping the future of retail. https://www.linkedin.com/in/patrick-o-brien-741a053b/ https://www.globaldata.com/
Loren Moss, Unido Digital - Demographics and CX Channels
January 25, 2019 10:34 - 20 minutes - 9.63 MBLoren Moss is the founder of Unido Digital, based in Medellín, Colombia. He is a CX analyst with expert knowledge of FinTech and Intelligent Automation. In this interview, Loren and I spoke about CX channels and their connection to customer demographics. http://www.unidodigital.com/ https://www.linkedin.com/in/lorenmoss/
Vit Horky - Customer Service In The Transhuman Age
January 18, 2019 10:00 - 13 minutes - 6.41 MBVit 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. He recently published a book titled 'Customer Service in the Transhuman Age' and this podcast is focused on learning more about the book... Where is CX going in 2019 - and beyond? www.brandembassy.com https://hubs.ly/H0g5tND0 www.linkedin.com/in/vithorky
Mark Angus - CXOutsourcers
January 17, 2019 13:58 - 9 minutes - 4.32 MBMark Angus is the CEO of publisher and research company Knowledge Executive, based in Johannesburg, South Africa. Together with Peter Ryan of Ryan Strategic Advisory he is hosting a new conference focused on the companies that deliver CX - CX Outsourcers. In this special bonus edition of CX Files, Mark explains what to expect from the next CX Outsourcers conference which will take place in March 2019 in Windsor, UK. https://www.linkedin.com/in/mark-angus http://www.knowledge-executive....
Jens Butler - Tech Research Asia
January 11, 2019 10:00 - 12 minutes - 6.06 MBJens 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 focused on sourcing and CX in the region and is in demand as CX analyst and speaker globally. I caught up with Jens to ask for his views in CX trends in 2018 and what to expect in 2019. This is the final CX Files episode focused on looking ahead to 2019 - now we are living 2019! https://www.linkedin.com/in/jensbutler/ http://techresearc...