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CX Files

Jul 27, 2023

Alistair Niederer is well known on the CX Files - he was a guest just a few months ago, but was invited back as he has now changed role and he published an important new white paper on ESG.

Most leaders are now concerned about their Environmental, Social, and corporate Governance (ESG) measures - but are they really...

Jul 24, 2023

It's the first CX Files Q&A session with Mark Hillary and Peter Ryan. Listen in to hear Mark and Peter answer audience questions and talk about the latest industry trends and news.

In this discussion Mark and Peter talk about:

  • Why are IVRs so bad?
  • Will AI drastically reduce agent numbers?
  • What are the latest trends in...

Jul 20, 2023

Keith Gait is the CEO of the CX Foundation. He is based in the UK. The CX Foundation publishes research, blogs, a podcast, and hosts many different events focused on CX. Member organisations are drawn from across the industry.

In this discussion Keith talks about the work of the CX Foundation, his new book "Definitely...

Jul 13, 2023

Caskey Ndaba is the Executive Head: Channel And Distribution at Momentum Metropolitan Insurance Africa. Both Caskey and Momentum Metropolitan are based in Johannesburg, South Africa.

For this interview Caskey was on the road so Peter Ryan called him in Windhoek, Namibia.

Caskey talked about the challenges of building...

Jul 6, 2023

Audrey William is the Principal Adviser at Ecosystm - she is based in Sydney Australia. In this conversation with Mark Hillary, Audrey talks about how companies can listen to their customers more effectively. This especially applies to collecting and using data more effectively to create insight into what...