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CX Files

Jun 30, 2022

Colson Hillier is the CMO of Alorica. He is based in New Jersey in the US. Mark called Colson for this interview because the most recent Gartner Magic Quadrant mentioned several examples of post-pandemic innovation and resilience being adopted by Alorica - such as virtual contact centers, GigCX, and permanently...

Jun 23, 2022

Stefan Freyer is the Managing Director of Orphoz (a McKinsey company supporting cross-industry transformation and project management) - he is based in Berlin, Germany.

Stefan recently talked to Mark about the disconnect between grand visions of CX and the reality on the ground when implementing a project - so Mark...

Jun 16, 2022

Natasha Rantanshi-Stein is the founder at Surfboard - a service that has reinvented workforce management (WFM) by turning it into team planning. Surfboard is focused on team planning for CX and this is a fast-moving area, especially since the pandemic created a sudden wave of flexible and home-based workers. Listen to...

Jun 9, 2022

Sara Sloman is the Director of Future Fleet at Paythru. Sara is based in the UK.

Sara's role is to imagine the future of the Electric Vehicle (EV) market - in particular for fleet users. She is focused on designing infrastructure, software, and payment systems that can make life easier for EV users - especially when out...

Jun 2, 2022

Annelien Marcus is a Recruitment Manager at Clarion People, based just outside of London in the UK... her focus is contact centre and CX recruitment so Peter Ryan called to ask about the latest recruitment trends and how the post-Covid recovery is shaping up.