CX Files

Kathy Juve is the EVP, Customer Experience Technology & Insights Division, at Concentrix. She is based in Orlando, Florida.

Kathy is focused on looking forward to the future of CX - especially looking how customers are behaving, emerging technologies, and digital transformation.

In this episode Kathy talks about the rush to digital transformation as a response to the Covid-19 coronavirus pandemic.

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

https://www.concentrix.com/

Kathy Juve is the EVP, Customer Experience Technology & Insights Division, at Concentrix. She is based in Orlando, Florida.

Kathy is focused on looking forward to the future of CX - especially looking how customers are behaving, emerging  technologies, and digital transformation.

In this episode Kathy talks about the rush to digital transformation as a response to the Covid-19 coronavirus pandemic.

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

https://www.concentrix.com/

Jerry Leisure is the CEO and founder of Officium Labs, based in Silicon Valley, California.

Officium Labs has created a CX Marketplace that blends traditional BPO operators as partners with independent gig workers allowing them to offer a highly flexible CX service that has elements of the gig economy with more traditional CX.

Jerry has been closely linked to the games industry so in this interview we focus on exploring how the CX marketplace works, how gaming companies are calculating the ROI of their CX spend, and how Jerry thinks CX will look in the new normal after covid-19.

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

https://www.officiumlabs.io/

Jerry Leisure is the CEO and founder of Officium Labs, based in Silicon Valley, California.

Officium Labs has created a CX Marketplace that blends traditional BPO operators as partners with independent gig workers allowing them to offer a highly flexible CX service that has elements of the gig economy with more traditional CX.

Jerry has been closely linked to the games industry so in this interview we focus on exploring how the CX marketplace works, how gaming companies are calculating the ROI of their CX spend, and how Jerry thinks CX will look in the new normal after covid-19.

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

https://www.officiumlabs.io/

Every year, Ryan Strategic Advisory publishes their list of the top 5 most favoured offshore contact centre delivery points. The 2020 Front Office Omnibus Survey, is being announced by Peter Ryan simultaneously with the publication of this special bonus edition of the podcast - so if you can see this then the results are now public.

In this episode Peter talks about the research and the top 5 locations... use the links to access the research.

https://ryanadvisory.com/

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

Every year, Ryan Strategic Advisory publishes their list of the top 5 most favoured offshore contact centre delivery points. The 2020 Front Office Omnibus Survey,  is being announced by Peter Ryan simultaneously with the publication of this special bonus edition of the podcast - so if you can see this then the results are now public.

In this episode Peter talks about the research and the top 5 locations... use the links to access the research.

https://ryanadvisory.com/

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

Alistair Niederer is the North America CEO of Ember Group, based in Toronto. He has a long track record in CX having previously been CEO at Praxidia and almost 6 years as CEO at Teleperformance UK and South Africa.

Alistair recently published a blog talking of a third wave of customer service and how working from home will be the new normal. In this episode he talks about the path to a new normal for customer service.

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

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

Alistair Niederer is the North America CEO of Ember Group, based in Toronto. He has a long track record in CX having previously been CEO at Praxidia and almost 6 years as CEO at Teleperformance UK and South Africa.

Alistair recently published a blog talking of a third wave of customer service and how working from home will be the new normal. In this episode he talks about the path to a new normal for customer service.

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

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

Rod Jones is a contact centre strategic adviser, industry analyst, and consultant. He is based in Johannesburg, South Africa, and he is something of a legend in the CX analyst circles.

Rod has spent 50 days in lockdown so far and has been using his time to call CX analysts and operators to ask about a path to the new normal. This episode features me (Mark Hillary) and is just a taster of the full interview. Follow these links to hear the complete conversation:

https://rodjones.co.za/covid-19/

https://youtu.be/2b3r-SCB5Hc

Rod Jones is a contact centre strategic adviser, industry analyst, and consultant. He is based in Johannesburg, South Africa, and he is something of a legend in the CX analyst circles. 

Rod has spent 50 days in lockdown so far and has been using his time to call CX analysts and operators to ask about a path to the new normal. This episode features me (Mark Hillary) and is just a taster of the full interview. Follow these links to hear the complete conversation:

https://rodjones.co.za/covid-19/

https://youtu.be/2b3r-SCB5Hc