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CX Files

Sep 30, 2021

Darren Arnold and George Todd are the founders of Intersect-HP in South Africa. Their mission is to create genuine employee engagement for customer service teams.

Why do so many companies say they value their team yet fail to really engage them?

Sep 23, 2021

Jo Causon is the CEO of the Institute of Customer Service - she is based in London in the UK.

The ICS is the UKs independent professional customer service body. They offer professional qualifications along with research, advice, and they regularly lobby the government and media to ensure the importance of customer...

Sep 16, 2021

Mark Trimble is a Senior Account Executive at Powerland based in Saskatoon, Canada. Powerland is an IT services provider focused on cloud-based services and they have extensive experience working with BPO and CX clients. In the podcast Mark talks about how the cloud and SaaS model is changing CX.

Sep 9, 2021

Vidya Ravichandran is President of Glowtouch Technologies, based in Louisville, Kentucky, US. GlowTouch is a strategic outsourcing partner, providing personalized contact center, business processing, and technology outsourcing solutions.

In this episode, Vidya talks about the importance of Diversity and Inclusion in the...

Sep 2, 2021

Greg Murphy is the EVP North America of Instanda, he is based in Minnesota. The company provides SaaS cloud-based insurance policy admin services to insurance companies - allowing them to rapidly trial or launch new services. 

In this episode Greg talks about how insurance is changing and the renewed focus on insurance...