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CX Files

Nov 30, 2018

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...

Nov 23, 2018

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...

Nov 18, 2018

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...

Nov 10, 2018

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.



Nov 2, 2018

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.