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CX Files

Dec 27, 2019

Peter Ryan is the principal analyst at Ryan Strategic Advisory, based in Montreal Canada. Peter is well-known globally as a leading expert on CX and he is almost always on the road visiting companies all over the world. In this end of year episode Peter talks about 2019 and what to look for in 2020 - happy new year!

Dec 20, 2019

Stephen Loynd is the principal analyst at TrendzOwl, based in Washington DC. He is a well-known global CX commentator and in this episode he looks back at some key events in 2019 and predicts what to look for in the CX industry in 2020.

Dec 13, 2019

Daniel Hong is VP & Research Director, Digital Customer & Collaboration Practice and Healthcare Practice at Forrester Research, based in San Francisco.

In this episode Daniel explores his thoughts on RPA, AI, automation more generally, and how roles and responsibilities are changing in the CX environment. He also looks...

Dec 6, 2019

John Devlin is the Founder and CEO of Ascensos. He is based in the UK and spoke to CX Files from his office in Romania.

John talks about retaining the human touch in CX, even in the face of so many emerging technologies. He also explores retail CX, using RPA to reduce repetitive tasks in the contact centre, and how...

Nov 29, 2019

Rachel Robinson is the Executive Vice President of Public Sector Services at Teleperformance, based in Bristol UK.

Rachel recently published an opinion paper titled 'The Future For Government Contact Centre Services' and so in this episode we explore the difference between public sector bodies serving citizens and...