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CX Files

Jul 11, 2024

Leigh Hopwood is the CEO of CCMA (Call Centre Management Association) and Chair of the European Customer Contact Alliance. She is based in London, UK.

Peter recently attended a CCMA event in Manchester focused on the buy-side - the companies that need to create their own CX team or buy in expertise from a specialist...


Jul 4, 2024

Sandra Busy is the Chief Executive Officer of Cnect Waies. Cnect Wales, (formerly The Welsh Contact Centre Forum), is Wales' premier networking organisation for business in Wales operating centralised services. They represent Wales and promote greater investment in BPO and CX in Wales.

The British general election is...


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,...