CX Files

By Mark Hillary and Peter Ryan

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... more

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FAQs about CX Files:

How many episodes does CX Files have?

The podcast currently has 546 episodes available.

CX Files episodes:

December 06, 2019 John Devlin - Ascensos - CX With A Human Touch, Retail, RPA, and Alexa
John Devlin is the Founder and CEO of Ascensos. He is based in the UK and spoke to CX Files from his office in Romania.

John talks about retaining the human touch in CX, even in the face of so many emerging technologies. He also explores retail CX, using RPA to reduce repetitive tasks in the contact centre, and how Amazon may change all our shopping habits with the Echo.

https://www.linkedin.com/in/john-devlin-ascensos-4731521/

https://www.ascensos.com/
...more
24min
December 06, 2019 John Devlin - Ascensos - CX With A Human Touch, Retail, RPA, and Alexa
John Devlin is the Founder and CEO of Ascensos. He is based in the UK and spoke to CX Files from his office in Romania.
John talks about retaining the human touch in CX, even in the face of so many emerging technologies. He also explores retail CX, using RPA to reduce repetitive tasks in the contact centre, and how Amazon may change all our shopping habits with the Echo.
www.linkedin.com/in/john-devlin-ascensos-4731521
www.ascensos.com
...more
24min
November 29, 2019 Rachel Robinson - Teleperformance - The Future For Government CX
Rachel Robinson is the Executive Vice President of Public Sector Services at Teleperformance, based in Bristol UK.

Rachel recently published an opinion paper titled 'The Future For Government Contact Centre Services' and so in this episode we explore the difference between public sector bodies serving citizens and private sector companies servicing customers.

Click on Rachel's LinkedIn here to access the paper:

https://www.linkedin.com/in/rachel-robinson-003a3546/

https://teleperformance.com/
...more
12min
November 29, 2019 Rachel Robinson - Teleperformance - The Future For Government CX
Rachel Robinson is the Executive Vice President of Public Sector Services at Teleperformance, based in Bristol UK.
Rachel recently published an opinion paper titled 'The Future For Government Contact Centre Services' and so in this episode we explore the difference between public sector bodies serving citizens and private sector companies servicing customers.
Click on Rachel's LinkedIn here to access the paper:
www.linkedin.com/in/rachel-robinson-003a3546/
www.teleperformance.com/
...more
12min
November 26, 2019 BONUS EPISODE: South Africa And CX in 2020
BONUS EPISODE!

Peter Ryan leads a conversation with Felix Serrano and Adrian Smith based on their recent visit to the BPESA Global Business Services Investor Conference in Durban.

Felix Serrano

Co-Founder & Chief Executive Officer at Activus Connect

https://www.linkedin.com/in/felixserrano3/

https://activusconnect.com/

Adrian Smith

Chief Executive Officer / CEO of ATAC Inc.

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

https://www.atacinc.ca/

Peter Ryan

Principal at Ryan Strategic Advisory

https://ryanadvisory.com/

https://www.linkedin.com/in/peter-ryan-montreal/
...more
21min
November 26, 2019 BONUS EPISODE: South Africa And CX in 2020
BONUS: Peter Ryan leads a conversation with Felix Serrano and Adrian Smith based on their recent visit to the BPESA Global Business Services Investor Conference in Durban.
Felix Serrano
CEO at Activus Connect
www.linkedin.com/in/felixserrano3
www.activusconnect.com
Adrian Smith
CEO of ATAC Inc.
www.linkedin.com/in/atacinc
www.atacinc.ca
Peter Ryan
Principal at Ryan Strategic Advisory
www.ryanadvisory.com
www.linkedin.com/in/peter-ryan-montreal
...more
21min
November 22, 2019 Colson Hillier - Alorica - Digital Transformation & Automation
Colson Hillier is the Chief Marketing Officer at Alorica, based in New Jersey, US.

Alorica is a global CX company with over 100,000 employees - the largest CX specialist based in the US. Colson talked on this podcast episode about the need to manage automation projects and digital transformation.

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

https://www.alorica.com
...more
25min
November 22, 2019 Colson Hillier - Alorica - Digital Transformation & Automation
Colson Hillier is the Chief Marketing Officer at Alorica, based in New Jersey, US.
Alorica is a global CX company with over 100,000 employees - the largest CX specialist based in the US. Colson talked on this podcast episode about the need to manage automation projects and digital transformation.
www.linkedin.com/in/colsonhillier
www.alorica.com
...more
25min
November 15, 2019 Nicky Pharaoh - The Learning Curve - Managing People in CX
Nicky Pharaoh is the Managing Director and owner of The Learning Curve - a people assessment and development company focused on behavioural change inside companies.

Nicky talks on the podcast about employee behaviour and how management structures can be applied inside customer service organisations. - what is changing in modern companies?

www.linkedin.com/in/nickypharoah/

www.tlcglobal.co/
...more
13min
November 15, 2019 Nicky Pharaoh - The Learning Curve - Managing People in CX
Nicky Pharaoh is the Managing Director and owner of The Learning Curve - a people assessment and development company focused on behavioural change inside companies.
Nicky talks on the podcast about employee behaviour and how management structures can be applied inside customer service organisations. - what is changing in modern companies?
www.linkedin.com/in/nickypharoah/
www.tlcglobal.co/
...more
13min

FAQs about CX Files:

How many episodes does CX Files have?

The podcast currently has 546 episodes available.