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CX Files

Mar 14, 2024

Matt Kendall founded Cognitive Copy, a B2B copywriting and ghost-writing specialist. He is based in Madrid, Spain. He recently launched a newsletter focused only on the BPO and CX community called BPO Bullhorn... 

Mark Hillary called Matt to talk about BPO Bullhorn and why newsletters are still a useful way to build a...


Mar 7, 2024

Dr Lollie Mancey is an anthropologist and AI ethicist based in Dublin, Ireland. She is the Programme Director for Innovation and Entrepreneurship (Digital tech and resilience) at the University College Dublin Innovation Academy.

Lollie is focused on workplace performance and this includes how work/life balance should be...


Feb 29, 2024

Bruce Winder is the president at Bruce Winder Retail. He is a leading analyst focused on the retail sector, with a long history of senior management roles in the retail industry. Bruce is based in Toronto, Canada.

Bruce talked to Peter Ryan about trends and challenges for CX in retail in the 2020s.


Feb 22, 2024

Vaishali Dialani is a Senior CX Strategist at Konabos. She is based in Dubai, UAE.

Vaishali is passionate about how data can be used to help both customers and brands by identifying preferences and trends. Peter Ryan called Vaishali to talk about making better business decisions by using data-driven analytics.


Feb 16, 2024

Rob Dwyer is the VP of Customer Engagement at Happitu. He is based in Wichita, Kansas.

Rob also hosts the Next In Queue podcast - another CX-focused podcast. Peter Ryan called Rob to talk about CX lessons from his main day job, but also what he learns from talking to CX leaders across the world on his podcast.