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CX Files

Mar 30, 2023

Kirk Laughlin is the Founder and Chief Analyst at Nearshore Americas. He is based in Connecticut in the US. Nearshore Americas is the definitive authority on knowledge service exports across the Caribbean and North, Central and South America. 

Kirk recently hosted the CrossConnect Forum in London. This event was focused...

Mar 23, 2023

Chandni Bhatt is the Senior UK Manager for Member Happiness at Beauty Pie. She is based close to London in the UK.

Beauty Pie is a member and subscription-based service offering cosmetics and beauty products to customers in the UK and US. In this discussion with Peter Ryan, Chandni talks about how D2C customer...

Mar 16, 2023

Matt Sims is the President EMEA at Alorica. He is based in the UK.

Headquartered in the US, Alorica has recently been leaning into Europe so Mark Hillary called Matt to explore the differences between the European and American CX markets and how economic uncertainty may affect CX and BPO strategies.

Mar 16, 2023

Stuart Knight is a technology executive with over 25 years experience leading multiple organizations in CIO and CTO roles. He is on the Leadership Team at flōswitch and he is based in Cardiff, Wales.

In this conversation with Peter Ryan, Stuart talks about the issues of technology redundancy and how BPOs need to...

Mar 2, 2023

Nathan Muniz is the founder of 247SECRETARY.COM. He is based in Ocala, Florida.

247SECRETARY.COM is a BPO that works with agents in the Philippines. Nathan has worked hard to specifically make his team a valued part of the local community in a great example of impact sourcing in one of the most popular destinations for...