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CX Files

Dec 30, 2021

Happy New Year!

Peter Ryan, Principal, Ryan Strategic Advisory (Montreal, Canada) and Mark Hillary, CEO of Carnaby Content (São Paulo, Brazil) explore some of the big picture CX issues for 2022.

Dec 23, 2021

Review of 2021 and a look ahead to 2022 featuring:

Alistair Niederer, EMEA Head of TTEC

Paul O'Hara, SVP Business Development, Teleperformance EMEA

Peter Ryan, Principal Analyst, Ryan Strategic Advisory

Dec 16, 2021

Cognitive Copy and Ryan Strategic Advisory recently published the 2021 Offshore BPO Confidence Index. This research gauges BPO confidence in 12 global markets.

The report authors Matt Kendall and Peter Ryan explain the key takeaways from the research in this episode.

Dec 9, 2021

Gill Marchbank is CEO and co-founder of ResQ, based in Hull, UK. ResQ is a customer service specialist that was recently named a 3-star company by the Best Companies organisation.

This is an accreditation focused on employee feedback and 3-stars means world-class - the only BPO with this accreditation in the UK.

In this...

Dec 2, 2021

Steve Gush is the head of EXP+ solutions EMEA at Sitel. He is based in Edinburgh, Scotland.

EXP+ is the digital solutions division of Sitel so in this episode Steve talks about how digital CX is changing customer interactions, agent support, and why we might all be interacting with brands using the metaverse in future!