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CX Files

Feb 22, 2024

Vaishali Dialani is a Senior CX Strategist at Konabos. She is based in Dubai, UAE.

Vaishali is passionate about how data can be used to help both customers and brands by identifying preferences and trends. Peter Ryan called Vaishali to talk about making better business decisions by using data-driven analytics.


Feb 16, 2024

Rob Dwyer is the VP of Customer Engagement at Happitu. He is based in Wichita, Kansas.

Rob also hosts the Next In Queue podcast - another CX-focused podcast. Peter Ryan called Rob to talk about CX lessons from his main day job, but also what he learns from talking to CX leaders across the world on his podcast.


Feb 8, 2024

On February 5, 2024, British contact centre company The Contact Company (TCC) was put into adminstration. Struggling to recover from a cyber attack in 2022, the previously successful company found itself in the red.

On February 7, 2024, the UK media - starting with the Liverpool Echo - explained that the assets and...


Feb 8, 2024

Mike Harfield is the COO and Co-Founder at Sigma Connected Group. He is based close to Birmingham in the UK.

In this epsiode of CX Files Mark Hillary speaks to Mike about developing careers in CX. He explains how his company has explored impact sourcing initiatives across South Africa and the UK and how a focus on...


Feb 1, 2024

Nina Čaprić is the Government Relations Manager EMEA at NCR Voyix. She is based in Belgrade, Serbia.

Peter Ryan called Nina to talk about her role managing government relationships. How is the public sector different to the private sector and do BPOs need to behave in a different way when national - or regional -...