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CX Files

Jun 13, 2024

Stephen Loynd is the founder and principal analyst at TrendzOwl. He is based in Virginia, close to Washington DC.

Stephen has just published a new book this week. It's called "The Widening Turn: America & the Accelerating Sweep of Innovation."

The book explores how new technologies, such as AI, are redefining work,...

Jun 6, 2024

Erin Broecker is the Senior Director for Global Content Strategy at Teleperformance. She is based in Sacramento, California.

Erin is focused on content. How it is created and how it is published. She is endlessly thinking about how people within our industry learn about CX strategies. Erin plans which...

May 30, 2024

Michael Morrison is the Chief Revenue Officer at NCRI Inc. He is based in Toronto, Canada. Peter called Michael to talk about CX and BPO in Canada and how Canada has played a dual role as a nearshore BPO destination for the US as well as being an important market for customer service itself... come and listen to a...

May 22, 2024


May 16, 2024

Seandette Wiltshire is the founder and director of strategy and operations at The Contact Hub. She is based in Christ Church, Barbados.

The Contact Hub offers contact center and marketing services to companies in Barbados - and beyond. In this conversation with Peter Ryan, Seandette talks about creating a new BPO in...