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CX Files

Mar 31, 2022

Jacqui Turner is the founder of Turner Corner Learning Solutions, based in the UK. She specialises in customer service and team leader coaching.

Peter called Jacqui to explore the role of coaching and the evolving role of the agent inside customer service solutions.

Jacqui started a regular LinkedIn post called the...

Mar 25, 2022

Ivan Kotzev is a research analyst at NelsonHall - he is focused on CX transformation. In this episode, Ivan looks to the future. How is CX transforming in the post-pandemic environment and which technologies and innovations should you be watching out for?

Mar 17, 2022

Mike Pipicello is the VP of Client Services for GlobalStep. He is based in Montreal, Quebec, Canada.

GlobalStep is focused on gaming and digital services so in this edition we are focused on games and player experience - is this hi-tech sector ahead of other industries for CX design?

Mar 10, 2022

Robin Harrison is the Group Chief Marketing Officer at Webhelp. He is based in the UK.

Robin has some strong views on the post-pandemic return to normal. Both employees and customers have changed, so CX strategies also need to evolve.

This is a view that CX Files endorses - as can be clearly heard in the introduction...

Mar 3, 2022

It's International Women's Day this week so Peter talked to two inspirational female CX leaders... and name-checked many others that we have also featured on the CX Files!

Alexandra Fus, Operations Manager at Valoris in Bucharest, Romania and Kathia Yacaman, EVP at Grupo Karim’s in Honduras talk about what has changed...