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CX Files

Aug 28, 2020

Something new - just Mark Hillary alone this week. It's an experiment, but next week will be the usual interview format...

Mark explores how the CX industry has managed to innovate and adapt to the new normal after Covid-19, but so many other industries are struggling. What can they learn from CX?

Aug 21, 2020

What's happening in Belarus and how does it affect the wider IT and CX business community? On this episode, three experts on Belarus, and the region, discuss the recent disputed election and the subsequent turmoil in Eastern Europe.


Michael Zdanowski
Head of Energy & Environment at...

Aug 14, 2020

Kelvin Plomer is director of player experience at Jagex, based in Cambridge in the UK. Jagex is well known for their classic RPG, Runescape, but they have several other games in their portfolio.

In this episode Kelvin talks about managing player experience and how this differs from traditional CX. He talks about...

Aug 7, 2020

Are you remote-friendly or remote-first? What's the difference? Trust and transparency to start with. Zoom Happy Hours are not going to make a difference if you don't build a culture that embraces everyone in your distributed team and measure them by output - not hours at the desk.

5CA is almost 100% WFH - all the...