CX Files

Jim Farnsworth is one of the leading experts on designing work at home CX solutions globally. Based in Denver, Colorado, Jim is the EVP for Business Development at SYKES.

In this episode, Jim gives an update on how SYKES has handled the crisis and what CX executives need to do right now and as we start pulling through the immediate crisis - how will their team need to change?

www.sykes.com

www.linkedin.com/in/jifarnsworth

Jim Farnsworth is one of the leading experts on designing work at home CX solutions globally. Based in Denver, Colorado, Jim is the EVP for Business Development at SYKES.

In this episode, Jim gives an update on how SYKES has handled the crisis and what CX executives need to do right now and as we start pulling through the immediate crisis - how will their team need to change?

https://www.sykes.com/ https://www.linkedin.com/in/jifarnsworth/

BONUS EPISODE: Rob van Herpen is the Chief Customer Officer and North America General Manager of 5CA. 5CA is a CX specialist, based in the Netherlands. 95% of the 5CA workforce works from home so I called Rob to ask for advice on how this works and what advice he would give to managers who need to urgently get their team working from home.

Feel free to contact Rob directly if you feel that you could benefit from some work from home advice directly.

www.linkedin.com/in/robvherpen

www.5ca.com

BONUS EPISODE: Rob van Herpen is the Chief Customer Officer and North America General Manager of 5CA. 5CA is a CX specialist, based in the Netherlands. 95% of the 5CA workforce works from home so I called Rob to ask for advice on how this works and what advice he would give to managers who need to urgently get their team working from home.

Feel free to contact Rob directly if you feel that you could benefit from some work from home advice directly.

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

https://www.5ca.com/

Annette Franz is the founder of CX Journey and author of a recently published book titled 'Customer Understanding.' She is based in Orange County CA and is well known internationally as a leading CX expert. She leads CX workshops, coaches individuals or teams, consults and speaks at major conferences.

On the podcast Annette explores the themes in her book, especially focusing on customer journey mapping.

www.linkedin.com/in/annette-franz

https://cx-journey.com

Annette Franz is the founder of CX Journey and author of a recently published book titled 'Customer Understanding.' She is based in Orange County CA and is well known internationally as a leading CX expert. She leads CX workshops, coaches individuals or teams, consults and speaks at major conferences.

On the podcast Annette explores the themes in her book, especially focusing on customer journey mapping.

https://www.linkedin.com/in/annette-franz/

https://cx-journey.com/

This analyst discussion recorded on March 18, 2020 explores some of the CX industry issues regarding the COVID-19 pandemic. What do you need to do to maintain your CX?

Peter Ryan (Canada)

Principal, Ryan Strategic Advisory

https://ryanadvisory.com/

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

Stephen Loynd (USA)

Principal, Trendzowl

https://www.trendzowl.com/

https://www.linkedin.com/in/stephenloynd/l

Mark Hillary (Brazil)

CEO, Carnaby Content

www.carnabysp.com

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

Rod Jones (South Africa)

Founder, Rod Jones Consulting

https://rodjones.co.za/

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

Analyst discussion recorded March 18, 2020 on the COVID-19 pandemic.

Peter Ryan (Canada)

Principal, Ryan Strategic Advisory

https://ryanadvisory.com

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

Stephen Loynd (USA)

Principal, Trendzowl

www.trendzowl.com

www.linkedin.com/in/stephenloynd/l

Rod Jones (South Africa)

Founder, Rod Jones Consulting

https://rodjones.co.za

www.linkedin.com/in/rodjonessouthafrica

Andrew Hall is the Director of Strategic Engagement at Webhelp UK. He just recently joined Webhelp from Capgemini, where he was the head of innovation for customer engagement.

Andrew is responding in this podcast to the recent episode on 'Emotive CX' featuring Martin Hill-Wilson. Andrew defends the use of automation and innovation, but also emphasises how to retain the human touch.

www.linkedin.com/in/andrewghall

www.webhelp.com

Andrew Hall is the Director of Strategic Engagement at Webhelp UK. He just recently joined Webhelp from Capgemini, where he was the head of innovation for customer engagement.

Andrew is responding in this podcast to the recent episode on 'Emotive CX' featuring Martin Hill-Wilson. Andrew defends the use of automation and innovation, but also emphasises how to retain the human touch.

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

https://www.webhelp.com