CX Files

CX Files

By Mark Hillary and Peter RyanBusinessManagement
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CX Files episodes

  • Gary Slade - Teleperformance - A Look Ahead to CX In 2020
    Gary Slade is the UK and South Africa CEO of Teleperformance. In over 30 years working in CX he believes that this is the most exciting time to be in the industry. In the interview Gary talks about security, offshoring, content moderation, innovation, and work at home agents - it's a real look ahead to CX trends in 2020!
    www.teleperformance.com
    www.linkedin.com/in/garyslade1
    19 min
  • Gary Slade - Teleperformance - A Look Ahead to CX In 2020

    Gary Slade is the UK and South Africa CEO of Teleperformance. In over 30 years working in CX he believes that this is the most exciting time to be in the industry. In the interview Gary talks about security, offshoring, content moderation, innovation, and work at home agents - it's a real look ahead to CX trends in 2020!

    https://www.teleperformance.com/

    https://www.linkedin.com/in/garyslade1/

    19 min
  • Peter Ryan - Ryan Strategic Advisory - CX in 2019 and 2020
    Peter Ryan is the principal analyst at Ryan Strategic Advisory, based in Montreal Canada. Peter is well-known globally as a leading expert on CX and he is almost always on the road visiting companies all over the world. In this end of year episode Peter talks about 2019 and what to look for in 2020 - happy new year!
    www.ryanadvisory.com
    www.linkedin.com/in/peter-ryan-montreal
    14 min
  • Peter Ryan - Ryan Strategic Advisory - CX in 2019 and 2020

    Peter Ryan is the principal analyst at Ryan Strategic Advisory, based in Montreal Canada. Peter is well-known globally as a leading expert on CX and he is almost always on the road visiting companies all over the world. In this end of year episode Peter talks about 2019 and what to look for in 2020 - happy new year!

    https://ryanadvisory.com/

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

    14 min
  • Stephen Loynd - TrendzOwl - CX in 2019 and 2020

    Stephen Loynd is the principal analyst at TrendzOwl, based in Washington DC. He is a well-known global CX commentator and in this episode he looks back at some key events in 2019 and predicts what to look for in the CX industry in 2020.

    https://www.trendzowl.com/

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

    20 min
  • Stephen Loynd - TrendzOwl - CX in 2019 and 2020
    Stephen Loynd is the principal analyst at TrendzOwl, based in Washington DC. He is a well-known global CX commentator and in this episode he looks back at some key events in 2019 and predicts what to look for in the CX industry in 2020.
    www.trendzowl.com
    www.linkedin.com/in/stephenloynd
    20 min
  • Daniel Hong - Forrester Research - AI, Automation, and CX in 2020
    Daniel Hong is VP & Research Director, Digital Customer & Collaboration Practice and Healthcare Practice at Forrester Research, based in San Francisco.
    In this episode Daniel explores his thoughts on RPA, AI, automation more generally, and how roles and responsibilities are changing in the CX environment. He also looks ahead to CX trends worth watching in 2020.
    www.forrester.com
    www.linkedin.com/in/danielhong1
    24 min
  • Daniel Hong - Forrester Research - AI, Automation, and CX in 2020

    Daniel Hong is VP & Research Director, Digital Customer & Collaboration Practice and Healthcare Practice at Forrester Research, based in San Francisco.

    In this episode Daniel explores his thoughts on RPA, AI, automation more generally, and how roles and responsibilities are changing in the CX environment. He also looks ahead to CX trends worth watching in 2020.

    http://forrester.com/

    https://www.linkedin.com/in/danielhong1/

    24 min
  • 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
    24 min
  • 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/

    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…