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CX Files

Aug 30, 2019

Ian Jacobs is a principal analyst at Forrester Research, based in San Francisco, California. His focus is customer service and digital transformation so he is well placed to comment on the way that brands are using technology to try improving CX.

In this episode Ian explores automation, chatbots, smart speakers, and how...


Aug 23, 2019

Paula Kennedy Garcia is the Vice President of strategic projects and corporate strategy at Concentrix, based in the UK. Paula manages the Solv project which is a Concentrix solution focused on working on a CX solution within the gig economy.

In this edition of the podcast she explains how the gig economy works for CX...


Aug 16, 2019

John Linkous is the Founder and Principal Adviser at Phalanx Security, based out of Baltimore in the US. He has a long track record as an expert on cyber crime so in this edition of the podcast we continued exploring the recent Capital One hack, but also looked at social networks and personalization. Can companies keep...


Aug 9, 2019

Peter Zaitsev is the founder and CEO of Percona, based in the US. Percona designs, supports, and advises on databases. They help companies manage data and keep it safe.

This episode was inspired by the recent Capital One hack, where personal details of over 100m customers was compromised. Peter talks about keeping...


Aug 2, 2019

Alistair Niederer is the CEO of Egeria Insights, a recently formed company launched by the Resolver Group, the leading complaint and dispute resolution organisation in the UK. Egeria Insights is focused on helping companies understand how to manage customer conflict and even predict it.

 

In the podcast, Alistair...