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CX Files

Apr 8, 2021

It's that time of the year again! Ryan Strategic Advisory asks hundreds of CX decision-makers every year to talk about their most favored locations for BPO and other trends affecting the marketplace. In this episode of CX Files, Peter talks about the top 5 global locations for BPO based on his research in 2021.


Apr 1, 2021

Simon Dillsworth is the UK Managing Director of Davies Consulting (Davies Group acquired Ember Group - you may have heard Simon a year ago on this podcast when he was with Ember).

In this episode, Simon talks about Intelligent Automation (IA) and Digital Transformation - especially in the post-Covid era. What is IA and...

Mar 26, 2021

Chris Gillen is the CEO of A Closer Look, based in Atlanta, Georgia.

A Closer Look focuses on data and human intelligence and in this episode of the podcast Chris explores the effect of the Covid-19 pandemic on customer experience and behavior in travel and leisure. What is the pre and post pandemic view on travel and...

Mar 19, 2021

Rob van Herpen is the Regional Vice President for North America at 5CA. He is based in North California.

5CA has a two-decade history of work-from-home (WFH) CX and Rob was here on CX Files a year ago helping companies quickly move to WFH in the early stages of the pandemic.

Now he is back and talking more strategically...

Mar 12, 2021

The CX rules have been rewritten by the Covid-19 pandemic. That's the conventional wisdom, as analysts talk about the New Normal... but Rick Denton, the Managing Principal of EX4CX says we should not forget what has not been changed by Covid.

Rick is based in Dallas, Texas, and on this episode of CX Files he talks about...