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CX Files

Jul 31, 2020

Simon Dillsworth is the Managing Director for Consulting at Ember Group, based in London, UK.

Ember Group recently published a research paper on the opportunities around a combination of CX and the gig economy - analysts are already calling this GigCX.

On the podcast, Simon explains why GigCX is happening now and the...

Jul 24, 2020

Merijn te Booij spent the past 4 years as the CMO of Genesys. Since last month he has been the EVP and GM for Employee Engagement. Genesys offers contact centre technology solutions from cloud to chatbots to personalisation with AI. The company is based in California, but has a presence in over 100 countries.

In the...

Jul 17, 2020

Lynda Arsenault is a partner focused on investment attraction at FDI Business Diplomacy, based in Canada.

CX, BPO, and Shared Services are all regularly involved in helping regions create jobs and boosting the local economy. How do these regions make their offer more attractive so they can encourage companies to invest...

Jul 13, 2020

Dr Julian Raabe is an expert partner at McKinsey & Co, based in Munich, Germany. He leads the McKinsey customer operations practice for Western Europe.

In the podcast, Julian talks about recent McKinsey research in hyper-personalization, omnichannel, innovation, digital transformation, and the 'next normal' for BPO and...

Jul 10, 2020

The CX Files episode for July 10 with Dr Julian Raabe of McKinsey will appear in your podcast app on Monday July 13. Sorry for the delay, but it will be with you soon!