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CX Files

Nov 28, 2024

Claas van Delden  is the Chief Growth Officer at yoummday. He is based in Munich, Germany.

Yoummday is a proprietary technology platform for managing remote workforces - what we have summarized on this podcast in the past as 'Gig CX'. Yoummday has a diverse global talent pool of 15,000+ sales and customer care...


Nov 21, 2024

Ted Nardin is the VP of Customer Success & Value Add at Teleperformance Jamaica.

Ted has spent years researching CX. He recently joined Teleperformance and Mark saw a LinkedIn update with this new job title focusing on customer success and value add.

Mark called Ted to discuss this idea. How can BPOs put...


Nov 14, 2024

John Dinardo is the CEO and president of Nordia, a Canadian CX specialist with over 10,000 employees on the team. Nordia is the largest BPO in Canada.

Peter Ryan and John are both based in Montreal, so this is a local Canadian edition.

Bell Canada created Nordia back in 1999, but a quarter of a century on they are now...


Nov 7, 2024

Vidya Ravichandran is the CEO of UnifyCX. She is based in Louisville, Kentucky, USA.

In this conversation with Peter Ryan, Vidya talks about the evolution of GlowTouch Technologies into UnifyCX, how technology is changing the BPO industry, and how CX and BPO is evolving as technology solutions become more integral to...


Nov 4, 2024

The new (July 2024) UK government just announced their budget plans for the year ahead. Several measures look like they could impact the BPO and CX industries. In this special extra edition of the CX Files, Peter Ryan called a few UK-based friends of the podcast to ask for their views on the challenges and...