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CX Files

Oct 21, 2021

Steve Soechtig is the Global CEO of Ogilvy Experience. He is based in Denver, Colorado.

Steve is focused on the entire customer journey and how brands can create a fantastic customer experience so in this episode he talks about how to build better, longer-lasting customer relationships with a focus on CX.

Oct 14, 2021

Professor Moira Clark is a Professor of Strategic Marketing at Henley Business School in the UK. She is also the founder and director of the Henley Centre for Customer Management. 

In this episode Professor Clark explores the need to build back better post-pandemic CX and also the total lifetime value of customers.

Oct 7, 2021

Tijana Dmitrovic is the CEO of Contact Service based in Belgrade, Serbia.

She started out in the industry as an agent and is now in the c-suite so how can more CX focused organizations offer a stronger career path to their employees? Tijana talks to Peter Ryan about her own experience and how Contact Service aims to...

Sep 30, 2021

Darren Arnold and George Todd are the founders of Intersect-HP in South Africa. Their mission is to create genuine employee engagement for customer service teams.

Why do so many companies say they value their team yet fail to really engage them?

Sep 23, 2021

Jo Causon is the CEO of the Institute of Customer Service - she is based in London in the UK.

The ICS is the UKs independent professional customer service body. They offer professional qualifications along with research, advice, and they regularly lobby the government and media to ensure the importance of customer...