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CX Files

Apr 30, 2020

Alistair Niederer is the North America CEO of Ember Group, based in Toronto. He has a long track record in CX having previously been CEO at Praxidia and almost 6 years as CEO at Teleperformance UK and South Africa.

Alistair recently published a blog talking of a third wave of customer service and how working from home...

Apr 28, 2020

Rod Jones is a contact centre strategic adviser, industry analyst, and consultant. He is based in Johannesburg, South Africa, and he is something of a legend in the CX analyst circles. 

Rod has spent 50 days in lockdown so far and has been using his time to call CX analysts and operators to ask about a path to the new...

Apr 24, 2020

Syamant Sandhir is Director of learning and technology at Futurescape, based in Gurgaon, India.

Futurescape is focused on helping companies meet Environmental, Social and Governance goals (ESG), with a focus on how issues such as sustainability affect the customer experience.

In this episode we explore CX and...

Apr 17, 2020

Audrey William is a Principal Advisor at Ecosystm, based in Sydney, Australia. She recently published a research paper on the contact centre industry in 2019. 

In this episode Audrey talks about contact centres, apps, personalisation, and the importance of great customer journey analytics.

Apr 16, 2020

Marianne Rutz founded Rutz consulting over 20 years ago and she had advised companies such as Hertz, Thomas Cook, Ralph Lauren and Banco Santander. She is based in Stirling, in Scotland.

Her focus is operational excellence for contact centres and she also hosts a podcast titled The Operational Excellence Show.

I asked...