CX Files

CX Files

By Mark Hillary and Peter RyanBusinessManagement
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CX Files episodes

  • Lynda Arsenault - FDI Business Diplomacy - FDI and Investment In Regions For CX And BPO

    Lynda Arsenault is a partner focused on investment attraction at FDI Business Diplomacy, based in Canada.

    CX, BPO, and Shared Services are all regularly involved in helping regions create jobs and boosting the local economy. How do these regions make their offer more attractive so they can encourage companies to invest there and how has Covid-19 affected investment flows?

    Dubai DAFZA Webinar: https://j.mp/30mslFS

    https://www.linkedin.com/in/lynda-arsenault/

    https://www.fdibd.com/

    14 min
  • Lynda Arsenault - FDI Business Diplomacy - FDI and Investment In Regions For CX And BPO

    Lynda Arsenault is a partner focused on investment attraction at FDI Business Diplomacy, based in Canada.

    CX, BPO, and Shared Services are all regularly involved in helping regions create jobs and boosting the local economy. How do these regions make their offer more attractive so they can encourage companies to invest there and how has Covid-19 affected investment flows?

    Dubai DAFZA Webinar: https://j.mp/30mslFS 

    https://www.linkedin.com/in/lynda-arsenault/

    https://www.fdibd.com/

    14 min
  • Dr Julian Raabe - McKinsey & Co - Hyper-personalization, Transformation, and CX Innovation

    Dr Julian Raabe is an expert partner at McKinsey & Co, based in Munich, Germany. He leads the McKinsey customer operations practice for Western Europe.

    In the podcast, Julian talks about recent McKinsey research in hyper-personalization, omnichannel, innovation, digital transformation, and the 'next normal' for BPO and contact centers.

    http://mckinsey.com

    www.linkedin.com/in/dr-julian-raabe

    20 min
  • Dr Julian Raabe - McKinsey & Co - Hyper-personalization, Transformation, and CX Innovation

    Dr Julian Raabe is an expert partner at McKinsey & Co, based in Munich, Germany. He leads the McKinsey customer operations practice for Western Europe.

    In the podcast, Julian talks about recent McKinsey research in hyper-personalization, omnichannel, innovation, digital transformation, and the 'next normal' for BPO and contact centers.

    http://mckinsey.com

    www.linkedin.com/in/dr-julian-raabe

    20 min
  • Luuk Houtepen - SThree - Are Contact Centers Hiring More Tech Expertise?

    Luuk Houtepen is the BD Director for SThree DACH and Chairman of APSCo Germany - The Association of Professional Staffing Companies. He is based in Munich.

    SThree is one of the largest global recruitment companies, focused primarily on technology and STEM. Luuk recently told me that the contact center industry has been hiring a lot more technology specialists - so in this edition of CX FIles I asked him about the trend for more tech in the contact center.

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

    https://www.sthree.com/

    12 min
  • Luuk Houtepen - SThree - Are Contact Centers Hiring More Tech Expertise?

    Luuk Houtepen is the BD Director for SThree DACH and Chairman of APSCo Germany - The Association of Professional Staffing Companies. He is based in Munich.

    SThree is one of the largest global recruitment companies, focused primarily on technology and STEM. Luuk recently told me that the contact center industry has been hiring a lot more technology specialists - so in this edition of CX FIles I asked him about the trend for more tech in the contact center.

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

    https://www.sthree.com/

    12 min
  • Brian Kearney & Ted Nardin - 5th Talent - We Asked 4000+ Agents What They Think Of WFH

    4,133 Participants

    25 locations

    7 countries

    What do they really think about working from home?

    Brian Kearney and Ted Nardin are the co-founders of 5th Talent. Their mission is to make work more meaningful, so they asked thousands of contact center workers what they really think about working from home.

    REPORT: https://bit.ly/wfh5thtalent

    www.5thtalent.com

    www.linkedin.com/in/briankearney-meaningfulwork

    www.linkedin.com/in/tnardin

    24 min
  • Brian Kearney & Ted Nardin - 5th Talent - We Asked 4000+ Agents What They Think Of WFH

    4,133 Participants

    25 locations

    7 countries

    What do they really think about working from home?

    Brian Kearney and Ted Nardin are the co-founders of 5th Talent. Their mission is to make work more meaningful, so they asked thousands of contact center workers what they really think about working from home.

    REPORT: https://bit.ly/wfh5thtalent

    www.5thtalent.com

    www.linkedin.com/in/briankearney-meaningfulwork

    www.linkedin.com/in/tnardin

     

    24 min

About CX Files

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CX Files features your hosts, CX industry analysts Mark Hillary and Peter Ryan, speaking each week to leading analysts, thinkers, and practitioners focused on managing the Customer Experience (CX). In…