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CX Files

Sep 18, 2020

Simon Knudsen is the CEO at Xzakt Kundrelation - a Transcom company. He is based in Stockholm, Sweden.

Simon heads the FLEX model Transcom has recently launched. FLEX aims to offer GigCX-style flexibility inside the traditional contact center.

Which is better? Listen to the podcast to hear Simon's view.

Sep 11, 2020

Stephanie Reeves Millner is Vice President of CX Management at Teleperformance US. She is also a board member of TP Women and she is based in Phoenix, Arizona. One of her key areas of focus is American retail which is an industry that has seen a lot of change in the past 6 months.

On the podcast Stephanie talks about

Sep 4, 2020

Peter Ryan is the Principal Analyst at Ryan Strategic Advisory. He is one of the best-known commentators on CX and contact centres globally. Peter is based in Montreal, Canada.

In this episode, Peter talks about WFH going permanent, the development of GigCX, and what we might expect in CX in 2021.

Aug 28, 2020

Something new - just Mark Hillary alone this week. It's an experiment, but next week will be the usual interview format...

Mark explores how the CX industry has managed to innovate and adapt to the new normal after Covid-19, but so many other industries are struggling. What can they learn from CX?

Aug 21, 2020

What's happening in Belarus and how does it affect the wider IT and CX business community? On this episode, three experts on Belarus, and the region, discuss the recent disputed election and the subsequent turmoil in Eastern Europe.


Michael Zdanowski
Head of Energy & Environment at...