CX Files

CX Files

By Mark Hillary and Peter RyanBusinessManagement
Download on the App Store

CX Files episodes

  • 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/
    12 min
  • 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/

    12 min
  • 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/

    21 min
  • 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
    21 min
  • 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
    25 min
  • 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

    25 min
  • 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/

    13 min
  • 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/
    13 min
  • Julian Burnett - IBM - CX and Retail Strategy

    Julian Burnett is Vice President of Global Markets in the Distribution Sector at IBM. He is an expert on the retail industry with senior experience in several retailers. Before IBM he was the CIO at House of Fraser, the CTO at John Lewis, and the CTO and Sainsbury's…

    In the podcast, he talks about subscriptions, budget retail, Amazon, and the future for retail CX.

    www.linkedin.com/in/julian-burnett-2182511/

    www.ibm.com

    25 min
  • Julian Burnett - IBM - CX and Retail Strategy
    Julian Burnett is Vice President of Global Markets in the Distribution Sector at IBM. He is an expert on the retail industry with senior experience in several retailers. Before IBM he was the CIO at House of Fraser, the CTO at John Lewis, and the CTO and Sainsbury's… 
    In the podcast, he talks about subscriptions, budget retail, Amazon, and the future for retail CX.
    www.linkedin.com/in/julian-burnett-2182511/
    www.ibm.com
    25 min

About CX Files

From the publisher's feed

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…