CX Files

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 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://know...

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 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 a...

Steve 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,...

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 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....

Loren 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 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/vit...

Mark 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 2...

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 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 201...

Melissa O'Brien is the Research Vice President for customer engagement, retail and travel at HfS Research - she is based in Boston, Massachusetts. HfS is known globally as one of the most innovative analyst firms focused on BPO and CX. Melissa looked back at the key CX trends from 2018 and ahead to what we should be expecting as the key trends for 2019. https://www.linkedin.com/in/melissa-o-brien/...

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 events of 2018 and what we can look forward to in 2019. Enjoy it and HAPPY NEW CX YEAR! https://www.linkedin.com/in/peter-ryan-2b39b71/ https://ryanadvisory.com/  

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 CX and BPO and he is known globally as an expert in this area.  In this edition, we looked back at CX in 2018 and forward to the main trends worth watching for in 2019. https://www.linkedin.com/in/steve-weston-1843152/

Andrei Lepeyev is the Director of the Software Development Department at IBA Group in Minsk, Belarus. Andrei is leading teams focused on Mainframes, Machine Learning, Robotic Process Automation (RPA), Artificial Intelligence (AI) and explains how these technologies are helping the clients of IBA improve the CX they offer to their customers. https://www.linkedin.com/in/andrei-lepeyev-416a8380/ http...

Stefan Osthaus is an author, keynote speaker and CX expert based in Dusseldorf, Germany. He is the founder and managing director of experience5, focused on helping companies to manage CX and employee experience (EX) together. In the podcast Stefan talks about customer centricity, building a CX strategy and how to combine a CX and EX strategy. https://www.linkedin.com/in/stefanosthaus/ https://www....

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. Jim has been a senior executive at several of the most important global CX specialists and he even built in own company in this business - and sold it. In this interview we focused on contact centres with agents working from home. https://www.linked...

Graham Brown is the Chief Sales and Marketing Officer at Hinduja Global Solutions (HGS), based in London, UK. We talked about how emerging technologies are changing contact centres and even the contracts that brands sign with CX experts. Are we now in a world where brands pay CX experts only for positive outcomes and experiences? https://www.teamhgs.com/ https://www.linkedin.com/in/graham-brown-74...

Traci Freeman is known to everyone in the BPO industry in South Africa. Based in Johannesburg, Traci runs Believe Consulting and advises BPESA. She was previously the Rockefeller Foundation representative for South Africa. We talked about Impact Sourcing and how it can create real jobs and create real help and growth from outsourcing contracts. https://www.linkedin.com/in/tracifreeman/ https://twi...

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 for the contact centre - and the team working inside contact centres. www.itelbpo.com    

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 redesign Voice Of the Customer (VOC) projects to better capture customer emotions. Morris is based in London. https://www.linkedin.com/in/morrispentel/ https://www.cxfo.org/  

Thomas Reby is a Senior Strategy Manager at Google in Ireland. He is an  internationally experienced CX professional, with proven track record of leading   multi-national teams and business programs in the Service and Commerce industries. In this episode, Thomas and I are talking about the length of customer service interactions - from 2 minutes to 40 years... NOTE: Thomas is speaking on this podc...

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 previously the head of social customer care at Dell - a company he stayed at for 17 years. Royal Canin is one of the leading premium pet brands globally. If you have a dog or cat then you probably know of their food and associated products. They supply fo...

Stephen Loynd is the global program director of the digital transformation practice at Frost & Sullivan and is therefore well known internationally as a leading futurist and CX expert. Stephen is constantly on the road speaking at major conferences and I caught up with him on the phone from his base in Washington DC. We talked about emerging CX technologies and how the contact centre agent role is...

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 interesting job title and I know from working with William in the past that he has many interesting ideas about CX. Concentrix is an American CX firm, but they deliver services globally from over 125 different locations with over 100,000 employees. In J...

Simon Dillsworth is Executive Business Partner at Praxidia, which is a management consulting firm spun out of CX firm Teleperformance at the start of 2018. Simon has a long track record in both management consulting and CX and the Praxidia team will be speaking at the CX Tech conference in London on October 12th. I will be speaking at the event and my focus is how the CX specialists are charging f...

Matt Sims has spent his entire career focused on designing customer experience. He is now the CEO of Teleperformance UK and South Africa. Teleperformance is possibly the largest CX-focused company in the world with 223,000 employees, located in 76 countries, and revenue just below of $5bn. The Teleperformance UK team will be speaking at the CX Tech event in London on October 12, focused on the hum...

Calum Chace is an expert on artificial intelligence (AI). He graduated from Oxford university after studying philosophy and found that the science fiction books he loved were really just philosophy in fancy dress. Calum has now written several books on AI and is in demand globally as an expert speaker and advisor. He will be speaking at the CX Tech event in London on October 12. https://cxtech.eve...