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CX Files

Oct 30, 2020

Andrew McNeile is the Chief Customer Officer of ThinScale Technology, based in Dublin, Ireland.

ThinScale was recently mention on this podcast by Michael DeSalles of Frost & Sullivan. This episode is a follow-up and asks why BPOs are buying and shipping millions of dollars worth of laptops when they could use BYOD?

Oct 23, 2020

Pratik Salia is the Senior Product Marketing Manager at Knowmax, based in Gurgaon, India.

Knowledge Management is becoming a strong CX differentiator and Pratik has a unique insight with his product being used now in over 30 countries. In this discussion with Peter Ryan he explores the importance of KM to CX.

Oct 16, 2020

Michael DeSalles is a Principal Analyst on the North American Customer Care team at industry analyst firm Frost & Sullivan. He recently published a paper exploring how the BPO and CX industry is reacting to the Covid-19 pandemic. In the podcast, he talks about this article and the CX road into 2021.

Oct 9, 2020

Nearshoring has been a popular CX and BPO option for many years, but what about super-nearshoring from the border between the US and Mexico. Is there an advantage to be working right on the border?

Hosted by Peter Ryan and featuring Jason Heil, Co-founder and VP of Business Development at Redial BPO and Anny Serrano,...

Oct 2, 2020

In this episode we will hear from two BPO leaders focused on how the Philippines is recovering from the Covid-19 pandemic.

Don Berryman is the Executive Vice President and Chief Commercial Officer of Transcom North America.

Mike Lytle, is the COO of Teleperformance in the Philippines