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CX Files

Jan 27, 2022

Episode 200 of CX Files and we are talking to the person who gave this show it's name, William Carson, Director of Market Engagement at Ascensos in London, UK.

William talks about the post-covid Ascensos Local initiative and how to plan for the future of CX more generally.

Jan 20, 2022

Scott Broetzmann, President of Customer Care Management and Consulting

Scott is based in Virginia, close to Washington DC. His company has been surveying American consumers on anger and rage for almost two decades.

In this episode he talks about what causes customer rage and how to handle it - can it be avoided by...

Jan 13, 2022

Lisa Stoner is the global head of support operations at Uber, based in San Francisco, California. Lisa is also on the General Member Board of Transcom.

In this episode Lisa explore some of the challenges of hyper-growth, multiple customer channels, and how to innovate without breaking your day-to-day service to the...

Jan 6, 2022

A look ahead at CX in 2022 with...

Lian Rowlands, Director of partnerships at Conversations By Ami

Royal Wootton Bassett, UK


Stephen Lloyd

Founder and Principal analyst at TrendzOwl

Virginia, USA