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CX Files

Mar 29, 2019

Miya Knights is the head of industry insight at Eagle Eye Solutions. She is the director and publisher of retail technology magazine. She has a long history in both retail and technology journalism and analysis and she is the co-author of a recent book titled Amazon - how the world’s most relentless retailer will...


Mar 25, 2019

Peter Ryan is the Principal Analyst at Ryan Strategic Advisory and is a great friend of CX Files. On Monday March 25th he presented the latest RSA research - the 2019 Front Office BPO Omnibus Survey. This outlines the most popular locations for contact centres globally. In a CX Files exclusive this episode is being...


Mar 22, 2019

Maxine Holt is a research director, leading the security practice at industry analyst Ovum. Maxine will be delivering a keynote speech on trends in cybersecurity at the CXOutsourcers conference in Windsor on March 25th. In this podcast we explore some of the issues around protecting customer data and how GDPR...


Mar 15, 2019

David Rumble is a Managing Partner at GoBeyond, a consulting firm based in the the UK that specialises in complex CX transition. Dave is a well known international expert on offshore outsourcing and he will be speaking about offshoring strategies later this month at the CX Outsourcers Mindshare event in Windsor, UK.

In...


Mar 8, 2019

Nuno Horta is head of innovation at Grupo Ageas, based in Lisbon Portugal. Ageas is based in Belgium and is the largest insurance company there although they operate across 14 different countries.

Nuno talks about how insurance is changing and how insurance companies can improve the customer experience through the use...