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CX Files

Aug 14, 2020

Kelvin Plomer is director of player experience at Jagex, based in Cambridge in the UK. Jagex is well known for their classic RPG, Runescape, but they have several other games in their portfolio.

In this episode Kelvin talks about managing player experience and how this differs from traditional CX. He talks about...

Aug 7, 2020

Are you remote-friendly or remote-first? What's the difference? Trust and transparency to start with. Zoom Happy Hours are not going to make a difference if you don't build a culture that embraces everyone in your distributed team and measure them by output - not hours at the desk.

5CA is almost 100% WFH - all the...

Jul 31, 2020

Simon Dillsworth is the Managing Director for Consulting at Ember Group, based in London, UK.

Ember Group recently published a research paper on the opportunities around a combination of CX and the gig economy - analysts are already calling this GigCX.

On the podcast, Simon explains why GigCX is happening now and the...

Jul 24, 2020

Merijn te Booij spent the past 4 years as the CMO of Genesys. Since last month he has been the EVP and GM for Employee Engagement. Genesys offers contact centre technology solutions from cloud to chatbots to personalisation with AI. The company is based in California, but has a presence in over 100 countries.

In the...

Jul 17, 2020

Lynda Arsenault is a partner focused on investment attraction at FDI Business Diplomacy, based in Canada.

CX, BPO, and Shared Services are all regularly involved in helping regions create jobs and boosting the local economy. How do these regions make their offer more attractive so they can encourage companies to invest...