CX Files

CX Files

By Mark Hillary and Peter RyanBusinessManagement
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CX Files episodes

  • Stephen Loynd - TrendzOwl - Digital Transformation and the future for CX
    Stephen Loynd is the founder and principal analyst at TrendzOwl. He is based in Washington DC and for many years he headed the digital transformation practice at Frost and Sullivan.
    In this episode, Stephen explores the Fourth Industrial Revolution - how is technology changing society and forcing brands to rethink how they manage the customer experience?
    www.trendzowl.com
    www.linkedin.com/in/stephenloynd
    24 min
  • Stephen Loynd - TrendzOwl - Digital Transformation and the future for CX

    Stephen Loynd is the founder and principal analyst at TrendzOwl. He is based in Washington DC and for many years he headed the digital transformation practice at Frost and Sullivan.

    In this episode, Stephen introduces TrendzOwl and explores the Fourth Industrial Revolution - how is technology changing society and forcing brands to rethink how they manage the customer experience? How can executives stay ahead of the competition when the rules of competition are being changed at such a pace?

    www.trendzowl.com/

    www.linkedin.com/in/stephenloynd/

    24 min
  • Dave Rizzo - Teleperformance Innovation Experience Center
    Dave Rizzo is the President of the Asia Pacific region for Teleperformance. The CX giant just launched their Teleperformance Innovation Experience Center (TIEC) in Silicon Valley California. In this episode, recorded in California, Dave explains the need for innovation in CX and why they launched the TIEC now.
    https://teleperformance.com
    www.linkedin.com/in/dave-rizzo-7037763/
    11 min
  • Dave Rizzo - Teleperformance Innovation Experience Center

    Dave Rizzo is the President of the Asia Pacific region for Teleperformance. The CX giant just launched their Teleperformance Innovation Experience Center (TIEC) in Silicon Valley California. In this episode, recorded in California, Dave explains the need for innovation in CX and why they launched the TIEC now.

    https://teleperformance.com/

    https://www.linkedin.com/in/dave-rizzo-7037763/

    11 min
  • Sarah Burnett - Everest Group - PEAK Matrix RPA Research
    Sarah Burnett is EVP at Everest Group with a focus on digital systems, AI and automation. She is the chair of BCS Women, she founded the BCS AI Accelerator, and she is a tech mentor at Durham university.
    Sarah recently published a research paper title the PEAK Matrix Assessment for RPA, assessing all the top Robotic Process Automation companies - over 20 of them. In this podcast she talks about the RPA market now and in the future.
    www.everestgrp.com
    www.linkedin.com/in/sarahburnett
    21 min
  • Sarah Burnett - Everest Group - PEAK Matrix RPA Research

    Sarah Burnett is EVP at Everest Group with a focus on digital systems, AI and automation. She is the chair of BCS (British Computer Society) Women, she founded the BCS AI Accelerator, and she is a tech mentor at Durham university helping women into careers in IT.

    Sarah recently published a research paper title the PEAK Matrix Assessment for RPA, assessing all the top Robotic Process Automation companies - over 20 of them. In this podcast she talks about the RPA market now and in the future.

    https://www.everestgrp.com/

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

    21 min
  • Vit Horky - NICE InContact - Where Is The Real Omnichannel?
    Vit Horky is the founder of Brand Embassy, which was recently sold to NICE InContact, where he is the Senior Director of Digital Experience. Based in Prague, in the Czech Republic Vit is an author (Check the January episode about his book) and expert on CX.
    This episode was recorded in person in São Paulo - Vit explains what he is working on, the sale of the business to NICE, and some new work he is doing on omnichannel.
    www.niceincontact.com
    www.linkedin.com/in/vithorky
    16 min
  • Vit Horky - NICE InContact - Where Is The Real Omnichannel?

    Vit Horky is the founder of Brand Embassy, which was recently sold to NICE InContact, where he is the Senior Director of Digital Experience. Based in Prague, in the Czech Republic Vit is an author (Check the January episode about his book) and expert on CX.

    This episode was recorded in person in São Paulo - Vit explains what he is working on, the sale of the business to NICE, and some new work he is doing on omnichannel.

    www.niceincontact.com

    www.linkedin.com/in/vithorky

    16 min
  • Nicola Collister - Woven - CX Cost Is Killing Innovation

    Nicola Collister is the group COO at Woven, based in the north west of England. Woven is a customer service company that aims to focus on value creation rather than just cost reduction - as we know this is quite different from the usual pitch a customer service supplier makes.

    Nicola wrote a recent blog on LinkedIn where she said that the focus on the cost of customer service is killing innovation. In this podcast she explains this further and asks how companies that are experts at CX can be strategic partners, not just suppliers.

    https://wearewoven.com/

    https://www.linkedin.com/in/nicola-collister-7b34ba2/

    18 min
  • Nicola Collister - Woven - CX Cost Is Killing Innovation
    Nicola Collister is the group COO at Woven, based in the UK.
    Nicola wrote a recent blog on LinkedIn where she said that the focus on the cost of customer service is killing innovation in CX. In this podcast she explains her thinking further and asks how companies that are experts at CX can be strategic partners, not just suppliers.
    www.wearewoven.com
    www.linkedin.com/in/nicola-collister-7b34ba2
    18 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…