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CX Files

May 25, 2023

Shane Jackson is the founder of Knowledge Rhino. He is based in Sarasota, Florida.

Shane is focused on data, analytics, and workforce optimization. In this interview he talks to Peter Ryan about the value of workforce management (WFM) and how critical it is for an efficient CX process.

May 18, 2023

Sadiq Mohammed is the managing director of USMAART. He is based in Manchester in the UK. USMAART provides outsourcing consultancy support to retail, travel, energy and telecoms sector clients such as N Brown, Studio Retail, Music Magpie, Sky, Coast, Comparison Technology Ltd and many others.

Peter Ryan talked to Sadiq...

May 11, 2023

Peter Ryan has been talking to Marianne Withers for some time about the special needs of vulnerable customers. Marianne is the founder and CEO of The Verity Centre, a boutique contact centre and BPO in Portsmouth, UK. Marianne is joined in the discussion by Cath Wohlers, LIAISE Manager at England Illegal Money Lending...

May 9, 2023

Peter's recent article:


Peter Ryan leads a discussion on the recent wave of M&A activity in the BPO industry. What does it mean for CX innovation and diversity in the industry?

This emergency CX Files features these speakers joining Peter from his base...

May 4, 2023

Ian Barkin is a well-known expert inside the BPO industry. He is an entreprenuer and investor, has founded 4 companies, has written popular LinkedIn courses on automation, is an external adviser to Bain & Company ... the list could go on. Most recently in the BPO world he was the Chief Strategy and Marketing Officer at...