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CX Files

Oct 5, 2023

Michele Rowan is the founder and president of the Work From Home Alliance. She is based in Virginia in the US.

The CX Files talked to Michele over two years ago in 2021. At that time we were leaving the worst period of the pandemic - the lockdowns were over and a vaccine was just starting to roll out. Michele then predicted that WFH and hybrid working would remain a permanent feature of BPO and CX. The new normal would include WFH.

Mark Hillary caught up with Michele to see what the WFH Alliance has been doing in the past two years and what Michele thinks of her prediction from 2021.

Michele also contributed a foreword to the recent book 'GigCX: The Benefits of a Flexible Workforce' by Mark Hillary, Terry Rybolt, and Brian Pritchard - as featured on the CX Files episode from last week.