Preview Mode Links will not work in preview mode

CX Files

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...

Nov 26, 2019


Peter Ryan leads a conversation with Felix Serrano and Adrian Smith based on their recent visit to the BPESA Global Business Services Investor Conference in Durban.


Felix Serrano

Co-Founder & Chief Executive Officer at Activus Connect

Nov 22, 2019

Colson Hillier is the Chief Marketing Officer at Alorica, based in New Jersey, US.

Alorica is a global CX company with over 100,000 employees - the largest CX specialist based in the US. Colson talked on this podcast episode about the need to manage automation projects and digital transformation.

Nov 15, 2019

Nicky Pharaoh is the Managing Director and owner of The Learning Curve - a people assessment and development company focused on behavioural change inside companies.

Nicky talks on the podcast about employee behaviour and how management structures can be applied inside customer service organisations. - what is changing...

Nov 8, 2019

Julian Burnett is Vice President of Global Markets in the Distribution Sector at IBM. He is an expert on the retail industry with senior experience in several retailers. Before IBM he was the CIO at House of Fraser, the CTO at John Lewis, and the CTO and Sainsbury's… 

In the podcast, he talks about subscriptions,...