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CX Files

Dec 21, 2023

It's the festive season. Mark and Peter have decorated the podcast for Christmas. Although many people will now be off work for the Holidays there are millions of CX agents out there still helping customers to get their presents on time.

In this final CX Files of 2023, Mark and Peter look back at the key CX trends of...

Dec 14, 2023

Adrian Swinscoe is well known in the CX community as an adviser, speaker, and writer. His Punk CX book argued for a new approach to CX and he also publishes the Punk CX podcast. Adrian also writes about CX in the business magazine Forbes. He is based in Edinburgh, Scotland.

In this conversation with Peter Ryan, Adrian...

Dec 7, 2023

In this discussion, Mark Hillary talks to Christine Heynes, Head of Customer Transformation, and Yvonne Quinn, Head of Customer Relations, at Southeastern Railway in the UK. Southeastern is the public-facing name of SE Trains Ltd - a train operating company that serves the south east area of England.