CX Files

Sure is a Guernsey-based telecoms firm with a 125-year heritage. Charlotte Dunsterville is the Chief Consumer Officer and therefore leads all consumer engagement - including sales and customer service.

Sure has a focus on telecoms for islands - from the Channel Islands down to the South Atlantic.

In the podcast, Charlotte talks about managing B2B and B2C processes together and how to blend sales targets with customer service.

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

https://business.sure.com/about/

Mark Walton is the CEO, of Sensée. He is based in Shrewsbury in the UK. Sensée is one of the leading work-from-home customer service specialists in Europe with 17 years experience of managing WFH customer service solutions.

In the podcast, Mark looks to the future and the lessons Sensée learned long before the pandemic.

https://www.linkedin.com/in/mark-walton-0627a74/

https://www.sensee.co.uk/index.html

Richard Farrand is a senior director at Conduent, based in Kuala Lumpur, Malaysia. He is responsible for the APAC CX business and globally for resource planning.

Richard was previously the Global COO for Bank of America IT and BPO systems and before that he was leading IT and BPO inside HSBC.

In the interview we talked about how CX is transforming companies and how better design thinking can lead to great CX.

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

https://www.conduent.com/

Special Edition of the CX Files focused on the recent violence in South Africa. What will it mean for BPO and continued confidence in South Africa?

Peter Ryan

Principal at Ryan Strategic Advisory

https://www.linkedin.com/in/peter-ryan-montreal/

Mark Essey

CEO, Capability BPO

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

Stephen Loynd

Founder and Principal at TrendzOwl

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

Dave Rumble

Co-founder, The Knowledge Group

https://www.linkedin.com/in/david-rumble-4a4a09b/

Huw Davies is the co-founder and Chief Commercial Officer at Ozone API - Ozone helps banks to plug into Open Banking standards.

Huw is on the board of advisers of the Emerging Payments Association and was previously the Ecosystem Development Director at Open Banking - the implementation entity created by the UK government to define and build Open Banking.

https://ozoneapi.com/

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

Numrah Irfan is the VP of Client Success at WatServ. She is based in Toronto, Canada. WatServ is a specialist in advising and implementing cloud computing systems.

In this episode, Numrah talks about how companies can use cloud strategies to ensure they always have enough storage and access to computing power. It's a chance to build back better after the pandemic.

https://www.linkedin.com/in/numrah-irfan-1904b717/

https://watserv.com/

Lian Rowlands is the director of partnerships at Conversations by Ami. She is based near Swindon in the UK.

Ami is a chatbot that has helped millions of customers, but chatbots have a bad reputation. How can it be improved?

https://www.linkedin.com/in/lian-rowlands-a26119/

https://www.meetami.ai/

GigCX Discussion

In this episode of CX Files we talk to a leading management consultant, a provider of a GigCX platform, and a user of GigCX to ask what is GigCX and why is it taking off in 2021?

http://j.mp/gigcx

GUESTS ON THIS EPISODE:

Vinay Gupta, Senior Expert, McKinsey & Company

https://www.mckinsey.com/

https://www.linkedin.com/in/vinay-gupta-b3028a16/

Terry Rybolt, Chief Revenue Officer, LiveXchange

https://livexchange.com/

https://www.linkedin.com/in/terry-rybolt-808361/

Mahesh Raghuram, Director of Customer Service, NewAge Products

https://newageproducts.com/ca/

https://www.linkedin.com/in/mahesh-raghuram-8600a726/

What is Contact Center Implementation? How do you create a new contact center in 2021? How do captive centers or BPOs enter into new locations and build a contact center?

Victor Pereda is CEO of Nearsol, based in Irvine, CA. Nearsol is a BPO, but also has a background in real estate and still advises on how how to build the ideal contact center.

https://www.linkedin.com/in/victor-pereda-56068117/

https://nearsol.us/

Alex Mead has a long track record in CX director roles in various brands. He is presently based in Bahrain and is the Executive Director of Customer Service Experience for a new Middle East startup that is still in stealth mode - brand to be revealed in a few months.

Alex has been vocal about the sheer number of lists of top 50 or top 100 CX gurus so the CX Files contacted him to find out if there is a better way for us to all judge who are the real experts in CX?

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