CX Files

What's happening in Belarus and how does it affect the wider IT and CX business community? On this episode, three experts on Belarus, and the region, discuss the recent disputed election and the subsequent turmoil in Eastern Europe.

Featuring:

Michael Zdanowski
Head of Energy & Environment at Madano
https://www.linkedin.com/in/michael-zdanowski-2545322/
https://madano.com/

Andrew Wrobel
Founding partner of Emerging Europe
https://www.linkedin.com/in/andrewwrob/
https://emerging-europe.com/

Peter Ryan
Principal at Ryan Strategic Advisory
https://www.linkedin.com/in/peter-ryan-montreal/
https://ryanadvisory.com/

What's happening in Belarus and how does it affect the wider IT and CX business community? On this episode, three experts on Belarus, and the region, discuss the recent disputed election and the subsequent turmoil in Eastern Europe.

Featuring:

Michael Zdanowski Head of Energy & Environment at Madano https://www.linkedin.com/in/michael-zdanowski-2545322/ https://madano.com/

Andrew Wrobel Founding partner of Emerging Europe https://www.linkedin.com/in/andrewwrob/ https://emerging-europe.com/

Peter Ryan Principal at Ryan Strategic Advisory https://www.linkedin.com/in/peter-ryan-montreal/ https://ryanadvisory.com/

Kelvin Plomer is director of player experience at Jagex, based in Cambridge in the UK. Jagex is well known for their classic RPG, Runescape, but they have several other games in their portfolio.

In this episode Kelvin talks about managing player experience and how this differs from traditional CX. He talks about supporting players and employees mental health and the post-Covid WFH experience.

Gaming is a positive experience for most players, but where can problems develop?

https://www.linkedin.com/in/kelvin-plomer-a3142913/

https://www.jagex.com/

Kelvin Plomer is director of player experience at Jagex, based in Cambridge in the UK. Jagex is well known for their classic RPG, Runescape, but they have several other games in their portfolio.

In this episode Kelvin talks about managing player experience and how this differs from traditional CX. He talks about supporting players and employees mental health and the post-Covid WFH experience. 

Gaming is a positive experience for most players, but where can problems develop?

https://www.linkedin.com/in/kelvin-plomer-a3142913/

https://www.jagex.com/

Are you remote-friendly or remote-first? What's the difference? Trust and transparency to start with. Zoom Happy Hours are not going to make a difference if you don't build a culture that embraces everyone in your distributed team and measure them by output - not hours at the desk.

5CA is almost 100% WFH - all the agents are WAHA. Their B2B sales head Marcel Stroop talks to CX Files about how you can embrace remote working and how it can improve CX.

www.linkedin.com/in/marcelstroop

www.5ca.com

Are you remote-friendly or remote-first? What's the difference? Trust and transparency to start with. Zoom Happy Hours are not going to make a difference if you don't build a culture that embraces everyone in your distributed team and measure them by output - not hours at the desk.

5CA is almost 100% WFH - all the agents are WAHA. Their B2B sales head Marcel Stroop talks to CX Files about how you can embrace remote working and how it can improve CX.

www.linkedin.com/in/marcelstroop

www.5ca.com

Simon Dillsworth is the Managing Director for Consulting at Ember Group, based in London, UK.

Ember Group recently published a research paper on the opportunities around a combination of CX and the gig economy - analysts are already calling this GigCX.

On the podcast, Simon explains why GigCX is happening now and the opportunities it creates.

https://www.linkedin.com/in/simon-dillsworth-sd/

https://www.embergroup.co.uk/

Simon Dillsworth is the Managing Director for Consulting at Ember Group, based in London, UK.

Ember Group recently published a research paper on the opportunities around a combination of CX and the gig economy - analysts are already calling this GigCX.

On the podcast, Simon explains why GigCX is happening now and the opportunities it creates.

https://www.linkedin.com/in/simon-dillsworth-sd/

https://www.embergroup.co.uk/

Merijn te Booij spent the past 4 years as the CMO of Genesys. Since last month he has been the EVP and GM for Employee Engagement. Genesys offers contact centre technology solutions from cloud to chatbots to personalisation with AI. The company is based in California, but has a presence in over 100 countries.

In the podcast, Merijn talks about the evolution of WFH, the tech needed to get it right, new metrics, and how to engage with blended CX solutions.

www.linkedin.com/in/merijntebooij

www.genesys.com

Merijn te Booij spent the past 4 years as the CMO of Genesys. Since last month he has been the EVP and GM for Employee Engagement. Genesys offers contact centre technology solutions from cloud to chatbots to personalisation with AI. The company is based in California, but has a presence in over 100 countries.

In the podcast, Merijn talks about the evolution of WFH, the tech needed to get it right, new metrics, and how to engage with blended CX solutions.

www.linkedin.com/in/merijntebooij

www.genesys.com