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CX Files

Oct 27, 2022

Barry Matthews is the CEO of Open Assembly. He is based just outside Oxford, in the UK. 

Open Assembly co-creates the future of work with organizations, platforms, and people by providing content, community, and strategic advising services. They glean key insights from Harvard Business School faculty and researchers and...

Oct 19, 2022

Leigh Hopwood is CEO of the Call Centre Management Association - based in London, UK. Leigh recently published an article in a special report on the future of CX published by Intelligent Sourcing - the article was focused on the development of learning and training in CX.

Mark Hillary called Leigh to talk more about...

Oct 13, 2022

David Powers is the Chief Experience Officer at Rooter Hero. He is based in Los Angeles, CA.

David has written extensively on CX, including a book called 'The Blue Collar Call Center' and hosts his own podcast called 'Caffeinated CX.' 

David manages CX for Rooter Hero - a plumbing company that is expanding across the...

Oct 6, 2022

Rick A. Collins is a SVP at Marsh USA. He is based in New York City and his focus is consultative analysis and implementation of creative and novel ideas for risk management.

Peter Ryan met Rick at a recent conference focused on fraud and so they recorded a conversation about fraud and risk management and how this is an...