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CX Files

Mar 28, 2024

Chris Hague is the head of marketing at yoummday. He is based in Prague, in the Czech Republic.

Chris was at the recent CCW conference in Berlin and he posted some of his thoughts online about his views on the future of BPO - based on the conference trends. In this conversation with Mark Hillary, Chris explores some...


Mar 21, 2024

Rod Jones is a legend in the CX industry.

Based in Johannesburg, South Africa, Rod is now a speaker, trainer, and coach - focusing his experience of contact centers and CX on the next generation of managers.

Rod was 75 a few days back and he started his first business in 1972 - so he has experienced CX and customer...


Mar 14, 2024

Matt Kendall founded Cognitive Copy, a B2B copywriting and ghost-writing specialist. He is based in Madrid, Spain. He recently launched a newsletter focused only on the BPO and CX community called BPO Bullhorn... 

Mark Hillary called Matt to talk about BPO Bullhorn and why newsletters are still a useful way to build a...


Mar 7, 2024

Dr Lollie Mancey is an anthropologist and AI ethicist based in Dublin, Ireland. She is the Programme Director for Innovation and Entrepreneurship (Digital tech and resilience) at the University College Dublin Innovation Academy.

Lollie is focused on workplace performance and this includes how work/life balance should be...


Feb 29, 2024

Bruce Winder is the president at Bruce Winder Retail. He is a leading analyst focused on the retail sector, with a long history of senior management roles in the retail industry. Bruce is based in Toronto, Canada.

Bruce talked to Peter Ryan about trends and challenges for CX in retail in the 2020s.