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CX Files

May 29, 2020

Phil Jones is Senior VP for Strategic Business Development at Teleperformance UK and South Africa.

He gave CX Files an advance look at a new white paper TP UK is publishing on how the CX industry is responding to the Covid-19 pandemic. It explores innovation, collaboration, and the New Normal. In the podcast Phil talks...

May 22, 2020

Graham Brown is the Chief Sales and Marketing Officer at Hinduja Global Solutions, also know as HGS. He is based in the UK.

I called Graham to ask him about the New Normal for BPO and CX - how can contact centres function in a world of social distancing?

May 15, 2020

Kathy Juve is the EVP, Customer Experience Technology & Insights Division, at Concentrix. She is based in Orlando, Florida.

Kathy is focused on looking forward to the future of CX - especially looking how customers are behaving, emerging  technologies, and digital transformation.

In this episode Kathy talks about the...

May 8, 2020

Jerry Leisure is the CEO and founder of Officium Labs, based in Silicon Valley, California.

Officium Labs has created a CX Marketplace that blends traditional BPO operators as partners with independent gig workers allowing them to offer a highly flexible CX service that has elements of the gig economy with more...

May 7, 2020

Every year, Ryan Strategic Advisory publishes their list of the top 5 most favoured offshore contact centre delivery points. The 2020 Front Office Omnibus Survey,  is being announced by Peter Ryan simultaneously with the publication of this special bonus edition of the podcast - so if you can see this then the results...