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CX Files

Mar 26, 2021

Chris Gillen is the CEO of A Closer Look, based in Atlanta, Georgia.

A Closer Look focuses on data and human intelligence and in this episode of the podcast Chris explores the effect of the Covid-19 pandemic on customer experience and behavior in travel and leisure. What is the pre and post pandemic view on travel and...

Mar 19, 2021

Rob van Herpen is the Regional Vice President for North America at 5CA. He is based in North California.

5CA has a two-decade history of work-from-home (WFH) CX and Rob was here on CX Files a year ago helping companies quickly move to WFH in the early stages of the pandemic.

Now he is back and talking more strategically...

Mar 12, 2021

The CX rules have been rewritten by the Covid-19 pandemic. That's the conventional wisdom, as analysts talk about the New Normal... but Rick Denton, the Managing Principal of EX4CX says we should not forget what has not been changed by Covid.

Rick is based in Dallas, Texas, and on this episode of CX Files he talks about...

Mar 5, 2021

The Ryan Strategic Advisory annual BPO survey will be published next month - featuring the most desirable global BPO locations. In this preview Peter Ryan talks to Lian Rowlands from Conversations by Ami (UK), Dave Rumble from The Knowledge Group (UK), and CX analyst Jesús Hoyos (USA) on what makes a great post-Covid...