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CX Files

Feb 23, 2023

Marianne Rutz is the founder of Rutz Consulting. She has a long track record of advising BPO and customer service operations and she also hosts the popular Operational Excellence Podcast. She is based in Scotland.

Peter Ryan heard an episode of Operational Excellence focused on the topic 'Where is your CX going wrong?'...

Feb 16, 2023

Imagine if you were defined by the worst mistake you made for the rest of your life

And denied of opportunity, growth and personal success at every turn. That’s how it is today for more than 200,000 incarcerated women in the United States. They, like all of us, made a mistake. Only their lapse in judgment came with...

Feb 10, 2023

Alistair Niederer is well known as a leader in the CX industry. He has led several major companies and was heading the Davies Group customer experience consulting business when the pandemic arrived in 2020 - leading to many months stuck in lockdown in a Toronto apartment. 

Now back in his London base, Alistair is a...

Feb 2, 2023

John Sills is MD at The Foundation, based in London.

The Foundation is a management consultancy focused on growth, but in this episode of CX Files Mark Hillary talked to him about his new book 'The Human Experience.' Published by Bloomsbury the book is out TODAY so this is a CX Files exclusive - probably the first media...