CX Files

Professor Moira Clark is a Professor of Strategic Marketing at Henley Business School in the UK. She is also the founder and director of the Henley Centre for Customer Management.

In this episode Professor Clark explores the need to build back better post-pandemic CX and also the total lifetime value of customers.

https://www.henley.ac.uk/people/professor-moira-clark

https://www.henley.ac.uk/

Tijana Dmitrovic is the CEO of Contact Service based in Belgrade, Serbia.

She started out in the industry as an agent and is now in the c-suite so how can more CX focused organizations offer a stronger career path to their employees? Tijana talks to Peter Ryan about her own experience and how Contact Service aims to help people build long-term CX careers.

https://www.linkedin.com/in/tdmitrovic/

http://www.contactservice.info/

Darren Arnold and George Todd are the founders of Intersect-HP in South Africa. Their mission is to create genuine employee engagement for customer service teams.

Why do so many companies say they value their team yet fail to really engage them?

https://www.linkedin.com/in/darrenarnold-intersect-hp/

https://www.linkedin.com/in/georgectodd/

https://intersect-hp.com/

Jo Causon is the CEO of the Institute of Customer Service - she is based in London in the UK.

The ICS is the UKs independent professional customer service body. They offer professional qualifications along with research, advice, and they regularly lobby the government and media to ensure the importance of customer service is better understood.

In this episode Jo talks about building back with better CX as we emerge from the pandemic.

https://www.linkedin.com/in/jo-causon-8b53652/

https://www.instituteofcustomerservice.com/

Mark Trimble is a Senior Account Executive at Powerland based in Saskatoon, Canada. Powerland is an IT services provider focused on cloud-based services and they have extensive experience working with BPO and CX clients. In the podcast Mark talks about how the cloud and SaaS model is changing CX.

https://www.linkedin.com/in/mark-trimble-3414441/

https://powerland.ca/

Vidya Ravichandran is President of Glowtouch Technologies, based in Louisville, Kentucky, US. GlowTouch is a strategic outsourcing partner, providing personalized contact center, business processing, and technology outsourcing solutions.

In this episode, Vidya talks about the importance of Diversity and Inclusion in the CX industry. Why should CX companies pay attention to diversity and is more inclusion better for business?

https://www.linkedin.com/in/vidya-ravichandran-53423b2/

https://www.linkedin.com/company/glowtouch-technologies/

Greg Murphy is the EVP North America of Instanda, he is based in Minnesota. The company provides SaaS cloud-based insurance policy admin services to insurance companies - allowing them to rapidly trial or launch new services.

In this episode Greg talks about how insurance is changing and the renewed focus on insurance CX.

https://instanda.com/

https://www.linkedin.com/in/gregmurphy24/

Gareth Richards is the co-founder and CEO of Help With My Visa!

In this edition of the podcast, Gareth explains what travelers are looking for when applying for visas, how agencies supplying these documents can prove their own CX, and what the post-vaccine environment will mean for travel-focused firms like his own.

https://www.linkedin.com/in/garethrichards0103/

https://helpwithmyvisa.com/

An electric vehicle (EV) is plugged into the ChargePoint network every 2 seconds, but is the charging infrastructure for EVs being upgraded fast enough for drivers? The UK will ban petrol and diesel vehicle sales from 2030 and many countries have similar deadlines so what will the future driving experience be like?

Tanya Sinclair is the UK and Ireland policy director of ChargePoint - Tanya is based in London, UK. In this episode Tanya talks about the future of EVs and the user experience we can expect.

https://www.linkedin.com/in/tanyasinclair/

https://www.chargepoint.com/

Tom Doran is the Head of Remote Working at health insurance company Bupa. He is based in Manchester.

Bupa was founded in the UK in 1947, but has been expanding overseas since the 1970s and is now a global company with over 31 million customers.

Tom was managing WFH CX long before the pandemic and had to help the rest of the company move home in March 2020 so in the podcast he talks abut WFH strategy before, during, and after Covid.

https://www.linkedin.com/in/tom-doran-75907917/

https://www.bupa.co.uk/