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CX Files

Jul 29, 2021

Mark Walton is the CEO, of Sensée. He is based in Shrewsbury in the UK. Sensée is one of the leading work-from-home customer service specialists in Europe with 17 years experience of managing WFH customer service solutions.

In the podcast, Mark looks to the future and the lessons Sensée learned long before...

Jul 22, 2021

Richard Farrand is a senior director at Conduent, based in Kuala Lumpur, Malaysia. He is responsible for the APAC CX business and globally for resource planning.

Richard was previously the Global COO for Bank of America IT and BPO systems and before that he was leading IT and BPO inside HSBC.

In the interview we talked...

Jul 16, 2021

Special Edition of the CX Files focused on the recent violence in South Africa. What will it mean for BPO and continued confidence in South Africa?


Peter Ryan

Principal at Ryan Strategic Advisory


Mark Essey

CEO, Capability BPO

Jul 15, 2021

Huw Davies is the co-founder and Chief Commercial Officer at Ozone API - Ozone helps banks to plug into Open Banking standards.

Huw is on the board of advisers of the Emerging Payments Association and was previously the Ecosystem Development Director at Open Banking - the implementation entity created by the UK...

Jul 8, 2021

Numrah Irfan is the VP of Client Success at WatServ. She is based in Toronto, Canada. WatServ is a specialist in advising and implementing cloud computing systems.

In this episode, Numrah talks about how companies can use cloud strategies to ensure they always have enough storage and access to computing power. It's a...