CX Files

Syamant Sandhir is Director of learning and technology at Futurescape, based in Gurgaon, India.

Futurescape is focused on helping companies meet Environmental, Social and Governance goals (ESG), with a focus on how issues such as sustainability affect the customer experience.

In this episode we explore CX and sustainability.

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

https://www.futurescape.in/

Syamant Sandhir is Director of learning and technology at Futurescape, based in Gurgaon, India.

Futurescape is focused on helping companies meet Environmental, Social and Governance goals (ESG), with a focus on how issues such as sustainability affect the customer experience.

In this episode we explore CX and sustainability.

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

https://www.futurescape.in/

Audrey William is a Principal Advisor at Ecosystm, based in Sydney, Australia. She recently published a research paper on the contact centre industry in 2019.

In this episode Audrey talks about contact centres, apps, personalisation, and the importance of great customer journey analytics.

https://www.linkedin.com/in/audrey-william-3a4a04/

https://www.ecosystm360.com/

Audrey William is a Principal Advisor at Ecosystm, based in Sydney, Australia. She recently published a research paper on the contact centre industry in 2019. 

In this episode Audrey talks about contact centres, apps, personalisation, and the importance of great customer journey analytics.

https://www.linkedin.com/in/audrey-william-3a4a04/

https://www.ecosystm360.com/

Marianne Rutz founded Rutz consulting over 20 years ago and she had advised companies such as Hertz, Thomas Cook, Ralph Lauren and Banco Santander. She is based in Stirling, in Scotland.

Her focus is operational excellence for contact centres and she also hosts a podcast titled The Operational Excellence Show.

I asked Marianne to tell me about some of the problems of trying to shift very quickly to a work from home strategy - just as many companies are doing right now.

https://rutzconsulting.com/

https://www.linkedin.com/in/marianne-rutz-351b0a5/

Marianne Rutz founded Rutz consulting over 20 years ago and she had advised companies such as Hertz, Thomas Cook, Ralph Lauren and Banco Santander. She is based in Stirling, in Scotland.

Her focus is operational excellence for contact centres and she also hosts a podcast titled The Operational Excellence Show.

I asked Marianne to tell me about some of the problems of trying to shift very quickly to a work from home strategy - just as many companies are doing right now.

https://rutzconsulting.com/

https://www.linkedin.com/in/marianne-rutz-351b0a5/

Yoni Epstein is the founding chairman and CEO of itelBPO, based in Montego Bay, Jamaica. ItelBPO has become a leader in the nearshore BPO industry in recent years with a move into Mexico, the Bahamas, work from home agents in the USA itself, and a new centre under construction in St Lucia.

I called Yoni at his home to catch up on the effect on his business, the nearshore market in general and what he is advising his clients to do right now.

https://itelbpo.com/

https://www.linkedin.com/in/yoni-epstein-94213831/

Yoni Epstein is the founding chairman and CEO of itelBPO, based in Montego Bay, Jamaica. ItelBPO has become a leader in the nearshore BPO industry in recent years with a move into Mexico, the Bahamas, work from home agents in the USA itself, and a new centre under construction in St Lucia.

I called Yoni at his home to catch up on the effect on his business, the nearshore market in general and what he is advising his clients to do right now.

https://itelbpo.com/

https://www.linkedin.com/in/yoni-epstein-94213831/

Mike Aoki founded Reflective Keynotes almost 20 years ago. The company is based in Toronto Canada and is focused on customer service and sales training as well as advisory work.

Mike has a strong focus on helping teams to blend customer service with sales so in this episode we focused on some of the issues this can cause.

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

https://twitter.com/mikeaoki

Mike Aoki founded Reflective Keynotes almost 20 years ago. The company is based in Toronto Canada and is focused on customer service and sales training as well as advisory work.

Mike has a strong focus on helping teams to blend customer service with sales so in this episode we focused on some of the issues this can cause.

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

https://twitter.com/mikeaoki