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CX Files

Apr 30, 2021

Mark Hillary, from CX Files, published a new book this week (WFH: Securing The Future For Your Organization) co-authored with Andrew McNeile, the CCO of Thinscale Technology in Dublin, Ireland. Shelli Ryan, founder and CEO of Adhoc Communications in Las Vegas, Nevada, contributed the foreword.

In this CX Files Mark...

Apr 23, 2021

Alistair Niederer is the EMEA head of TTEC. He is based in London in the UK.

Alistair has published several articles recently suggested that we need to redefine CX outsourcing - even dropping the term outsourcing. His argument is that CX requires orchestration, not outsourcing. CX suppliers should be genuine business...

Apr 16, 2021

ATAC is a Canadian based virtual service BPO. They have been a Canadian trailblazer since 2011 and have always focused on work-from-home (WFH) agents.

Tugs Smith is the co-founder of ATAC and in this episode of CX Files she talks about WFH both pre and post-pandemic and how ATAC quickly developed a certification program...

Apr 8, 2021

It's that time of the year again! Ryan Strategic Advisory asks hundreds of CX decision-makers every year to talk about their most favored locations for BPO and other trends affecting the marketplace. In this episode of CX Files, Peter talks about the top 5 global locations for BPO based on his research in 2021.


Apr 1, 2021

Simon Dillsworth is the UK Managing Director of Davies Consulting (Davies Group acquired Ember Group - you may have heard Simon a year ago on this podcast when he was with Ember).

In this episode, Simon talks about Intelligent Automation (IA) and Digital Transformation - especially in the post-Covid era. What is IA and...