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CX Files

Dec 28, 2018

The final CX Files of 2018!

Peter Ryan is Principal of Ryan Strategic Advisory, based in Montreal Canada. Peter talked to me about some of the big CX events of 2018 and what we can look forward to in 2019. Enjoy it and HAPPY NEW CX YEAR!

Dec 21, 2018

Steve Weston is the Managing Partner of SK Weston & Co, based in Washington DC. Steve himself has over 25 years consulting experience in the field of CX and BPO and he is known globally as an expert in this area. 

In this edition, we looked back at CX in 2018 and forward to the main trends worth watching for in 2019.

Dec 14, 2018

Andrei Lepeyev is the Director of the Software Development Department at IBA Group in Minsk, Belarus. Andrei is leading teams focused on Mainframes, Machine Learning, Robotic Process Automation (RPA), Artificial Intelligence (AI) and explains how these technologies are helping the clients of IBA improve the CX...

Dec 7, 2018

Stefan Osthaus is an author, keynote speaker and CX expert based in Dusseldorf, Germany. He is the founder and managing director of experience5, focused on helping companies to manage CX and employee experience (EX) together.

In the podcast Stefan talks about customer centricity, building a CX strategy and how to...

Nov 30, 2018

Jim Farnsworth is a legend in the world of CX. Based in Denver, he is EVP and GM at SYKES, heading up their SykesHOME virtual contact centre solution.

Jim has been a senior executive at several of the most important global CX specialists and he even built in own company in this business - and sold it.

In this interview...