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CX Files

Dec 4, 2020

Paula Kennedy-Garcia is VP of Strategic Projects and Corporate Strategy at Concentrix. She leads the Concentrix Gig platform - Solv.

In this episode, Paula gives an update on Solv, WFH, GigCX more generally, and what she is planning for 2021.

Nov 27, 2020

Terry Rybolt is the Chief Revenue Officer at LiveXchange. He is based in Boston, MA.

LiveXchange was one of the earliest Gig CX platforms and they continue to define the #GigCX environment. Terry recently co-wrote a book titled 'GigCX: Customer Service In The Twenty First Century'

Nov 20, 2020

Shannon Burch is the Contact Center Director at Western Financial Group, based in Alberta, Canada.

Shannon has deep experience of managing customer experience in Canadian financial service companies and she has managed CX in smaller high-growth companies AND large established banks. In this episode Shannon will talk...

Nov 13, 2020

Scott Newman is the founder and CEO of Transparent BPO. He is based in Maryland, US, although Transparent has extensive operations in the Philippines and Belize. 

In this episode, Scott talks about WFH going permanent, WFH security, and how smaller BPOs will build more CX resilience and agility for their clients in...

Nov 6, 2020

Ahmed Refky is CEO of Raya Contact Center, based in Cairo, Egypt. In this edition we look at CX in Egypt and how the region has recovered from the Egyptian Revolution almost a decade ago.