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CX Files

Mar 31, 2020

Pedro Lozano is the EMEA CEO of Sitel Group. Sitel has over 80,000 in their team across the world. Like other CX specialists they are currently in a race to move contact center agents into a work from home environment. In the podcast, Pedro talks about the immediate plans for Sitel, how he is advising clients, and what...

Mar 30, 2020

James Dodkins is better known as the CX Rock Star. He recently launched his Accredited CX Specialist (ACXS) course online. It's great timing as many people have some extra time on their hands at present. In this episode, James explains why the ACXS course is different to other CX accreditation.


Mar 27, 2020

Mark Davies featured on this podcast last year when he was at PA Consulting. He recently joined Hunch, a strategic innovation consulting practice based in London - his own focus is strategic innovation. In this episode we catch up with Mark again to explore how innovation is closely connected to the customer journey...

Mar 26, 2020

This is another emergency episode of CX Files focused on how people in the CX industry are reacting to the Covid-19 coronavirus.

In this episode, John Devlin, founder and CEO of Ascensos talks about how his company has quickly switched to a work from home model.

Mar 25, 2020

Jim Farnsworth is one of the leading experts on designing work at home CX solutions globally. Based in Denver, Colorado, Jim is the EVP for Business Development at SYKES.

In this episode, Jim gives an update on how SYKES has handled the crisis and what CX executives need to do right now and as we start pulling through...