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CX Files

Jun 27, 2024

Alexandra da Silva Rodrigues has many years experience designing and supporting CX in various major hotel groups. She is now the Global Head of Reservations and Customer Services at Generator & Freehand hotels. Alexandra is based in Barcelona, Spain.

Mark Hillary called Alexandra to talk about CX in hotels generally,...

Jun 20, 2024

Andreas Helland is the CEO & Co-Founder at Atender Group. He is based in Bergen, Norway. Atender Group is based in Norway, but has their main operational facility in Málaga, Spain.

Andreas talked to Peter Ryan about how a company that mostly serves customers in the Nordics region manages to do this from a sunny...

Jun 13, 2024

Stephen Loynd is the founder and principal analyst at TrendzOwl. He is based in Virginia, close to Washington DC.

Stephen has just published a new book this week. It's called "The Widening Turn: America & the Accelerating Sweep of Innovation."

The book explores how new technologies, such as AI, are redefining work,...

Jun 6, 2024

Erin Broecker is the Senior Director for Global Content Strategy at Teleperformance. She is based in Sacramento, California.

Erin is focused on content. How it is created and how it is published. She is endlessly thinking about how people within our industry learn about CX strategies. Erin plans which...