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CX Files

Sep 25, 2020

Emelie Hedén Edlund is a design director at McKinsey Design. She is based in Stockholm Sweden. Emelie is experienced in design thinking and has a background in industrial design, trend forecasting and futurism as well as user and customer experience. She has been working with McKinsey on retail design and in this...

Sep 18, 2020

Simon Knudsen is the CEO at Xzakt Kundrelation - a Transcom company. He is based in Stockholm, Sweden.

Simon heads the FLEX model Transcom has recently launched. FLEX aims to offer GigCX-style flexibility inside the traditional contact center.

Which is better? Listen to the podcast to hear Simon's view.

Sep 11, 2020

Stephanie Reeves Millner is Vice President of CX Management at Teleperformance US. She is also a board member of TP Women and she is based in Phoenix, Arizona. One of her key areas of focus is American retail which is an industry that has seen a lot of change in the past 6 months.

On the podcast Stephanie talks about

Sep 4, 2020

Peter Ryan is the Principal Analyst at Ryan Strategic Advisory. He is one of the best-known commentators on CX and contact centres globally. Peter is based in Montreal, Canada.

In this episode, Peter talks about WFH going permanent, the development of GigCX, and what we might expect in CX in 2021.