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CX Files

Feb 26, 2021

Randy Arellano has a long history in CX - he has worked at several of the major CX suppliers. In 2018 he joined Auxillium with the mission of making high quality CX available to smaller companies and start ups. His mission was to take the standards and processes used by the big players and to apply this to smaller...


Feb 19, 2021

Stuart Ravens founded Corax Insights in London at the start of 2021, but he has a long history as an industry analyst (Navigant and Ovum) focused on energy and utilities. In this episode of the podcast, Stuart talks about the transition to renewable energy and the relationship between energy companies and their...


Feb 12, 2021

William Carson is the director of market engagement at Ascensos. He is based in London and away from Ascensos he is also a frequent CX commentator and council member of the GSA.

Ascensos has a strong focus on retail CX so in this episode CX Files talks to William about the failure of department stores and the dramatic...


Feb 5, 2021

Jim Farnsworth is a veteran of the CX industry. He is currently an Executive Vice President at SYKES and is well known as one of the leading thinkers in the business. He is based in Denver, Colorado.

In this interview, Jim talks about the adaptation of CX and contact centers and how modern CX needs to embrace the role...