CX Files

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 Development at SYKES. In this episode, Jim gives an update on how SYKES has handled the crisis and what CX executives need to do right now and as we start pulling through the immediate crisis - how will their team need to change? https://www.sykes.com...

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. 95% of the 5CA workforce works from home so I called Rob to ask for advice on how this works and what advice he would give to managers who need to urgently get their team working from home. Feel free to contact Rob directly if you feel that you cou...

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 and is well known internationally as a leading CX expert. She leads CX workshops, coaches individuals or teams, consults and speaks at major conferences. On the podcast Annette explores the themes in her book, especially focusing on customer journey m...

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 maintain your CX?   Peter Ryan (Canada) Principal, Ryan Strategic Advisory https://ryanadvisory.com/ https://www.linkedin.com/in/peter-ryan-montreal/   Stephen Loynd (USA) Principal, Trendzowl https://www.trendzowl.com/ https://www.linkedin.com/in/st...

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 for customer engagement. Andrew is responding in this podcast to the recent episode on 'Emotive CX' featuring Martin Hill-Wilson. Andrew defends the use of automation and innovation, but also emphasises how to retain the human touch. https://www.lin...

Ian Golding is the executive director, knowledge and academics, at The Customer Institute, an independent not for profit institution focused on best practice in customer experience.  Ian is a well known global speaker and adviser on CX - he was recently ranked the #2 most important CX influencer in the UK by CX magazine and he can often be found jetting around the world to deliver keynotes and run...

Jeff Toister founded Toister Performance Solutions in 2005 to help companies improve employee performance. The company focuses exclusively on helping companies develop customer-focused cultures . Jeff is based in San Diego, CA. In this episode Jeff talks about metrics, building great relationships and the one big mistake behind every failed CX strategy.   https://www.toistersolutions.com/ https://...

Michael Valdsgaard was until recently the senior VP of digital transformation at IKEA. He led the team that created the hugely successful IKEA Place app that allowed customers to see furniture in their home before they bought anything through the magic of Augmented Reality (AR). His new company, London Dynamics, is on a mission to help retailers use AR more effectively to improve CX. https://www.l...

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 locations from the west coast of the US to the Philippines, and over 35,000 employees they are a major player in designing CX solutions. In this edition of the podcast Neil talks about RPA and how VXI is moving from a walk to a run with automation. https:...

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 Forbes and he has published several books on CX, including Punk CX in 2019. In the podcast we explore Adrian's view on Punk CX and how to plan for a back to basics strategy. https://www.linkedin.com/in/adrianswinscoe/ http://www.adrianswinscoe.com/

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-executive.com/product/cxo/ Mark Hillary https://www.linkedin.com/in/markhillary/

The CX Company has been designing chatbots and conversational AI systems for 15 years. Their software engages over 4 million customers every day.  Simon Foot is the UK and Ireland Director of The CX Company and he talked to me about the opportunities for chatbots and why there are so many disappointing chatbot implementations. https://www.linkedin.com/in/simonfoot/   https://www.cxcompany.com/  

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 has taken some time off to go running and fishing, but now he is back in the CX market as an adviser. In the podcast he explains what his clients are looking for - both from the perspective of CX suppliers and their clients. https://4t4consult.co.uk/ h...

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 company Brainfood Consulting is presently focused on emotive CX for customer interactions. In this episode of CX Files Martin focuses on emotive CX and how we can avoid losing the human touch when planning customer interactions that use some automati...

James Dodkins is better known as the CX Rock Star. He blends music and business insight when helping companies improve their CX. Customer Experience magazine recently called him the #1 CX Influencer in the UK.  In this episode we discuss how companies need to change so they function more like a football team, how to hire the right people for great CX, and how to explore collaboration. https://www....

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 the industry. In the interview Gary talks about security, offshoring, content moderation, innovation, and work at home agents - it's a real look ahead to CX trends in 2020! https://www.teleperformance.com/ https://www.linkedin.com/in/garyslade1/

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 he is almost always on the road visiting companies all over the world. In this end of year episode Peter talks about 2019 and what to look for in 2020 - happy new year! https://ryanadvisory.com/ https://www.linkedin.com/in/peter-ryan-montreal/

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 back at some key events in 2019 and predicts what to look for in the CX industry in 2020. https://www.trendzowl.com/ https://www.linkedin.com/in/stephenloynd/  

Daniel Hong is VP & Research Director, Digital Customer & Collaboration Practice and Healthcare Practice at Forrester Research, based in San Francisco. In this episode Daniel explores his thoughts on RPA, AI, automation more generally, and how roles and responsibilities are changing in the CX environment. He also looks ahead to CX trends worth watching in 2020. http://forrester.com/ https://www.li...

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 human touch in CX, even in the face of so many emerging technologies. He also explores retail CX, using RPA to reduce repetitive tasks in the contact centre, and how Amazon may change all our shopping habits with the Echo. https://www.linkedin.com/i...

Rachel 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 acc...

BONUS 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....

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 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 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 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-burne...