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CX Files

May 27, 2021

Michele Rowan is president of the WFH Alliance, an industry forum that organizes workshops, events and toolkits all focused on helping companies implement WFH programs. Michele is based in Dallas, Texas.

Michele has a background leading the customer contact team at Hilton Hotels and overseeing their own move into WFH...

May 20, 2021

Jeff Pappas is the EVP of Site Selection and Brokerage at ESRP, based in Dallas, Texas. Jeff has two decades experience helping companies select the best site for their business - including contact centers and BPO operations.

In this episode Jeff talks about the process involved in deciding where to locate a contact...

May 14, 2021

Annelien Marcus is director and recruitment manager at Clarion People, based in London. In this episode she talks about the changing nature of CX recruitment and the skills needed to be a  modern CX professional.

May 7, 2021

Miya Knights is the Director and publisher of Retail Technology, possibly the first dedicated retail technology trade journal in the UK. She is based in Brighton, in the UK.

Miya is also the global content strategist for Poq, a platform that enables retailers to build apps extremely quickly and she has written several...