CX Files

CX Files

By Mark Hillary and Peter RyanBusinessManagement
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CX Files episodes

  • Mark Angus - Knowledge Executive - Blockchain in CX

    Mark Angus is the CEO and Managing Editor of Knowledge Executive based in Johannesburg, South Africa.

    Knowledge Executive recently conducted research on behalf of the CX Blockchain Institute - featured here last week. In this episode, Mark talks about the new research and how CX executives can use blockchain.

    https://www.linkedin.com/in/mark-angus/

    https://knowledge-executive.com/

    https://www.cxblockchain.org/

    15 min
  • Mark Angus - Knowledge Executive - Blockchain in CX
    Mark Angus is the CEO and Managing Editor of Knowledge Executive based in Johannesburg, South Africa.
    Knowledge Executive recently conducted research on behalf of the CX Blockchain Institute - featured here last week. In this episode, Mark talks about the new research and how CX executives can use blockchain.
    www.linkedin.com/in/mark-angus
    www.knowledge-executive.com
    www.cxblockchain.org
    15 min
  • Shelli Ryan - The CX Blockchain Institute
    Shelli Ryan is a co-founder and principal at the CX Blockchain Institute. This is a new organisation focused on exploring how CX can benefit from the use of blockchain.
    Shelli is based in Las Vegas. In the podcast she explains how blockchain can be a game changer for CX.
    www.linkedin.com/in/shelliryan
    www.cxblockchain.org
    13 min
  • Shelli Ryan - The CX Blockchain Institute

    Shelli Ryan is a co-founder and principal at the CX Blockchain Institute. This is a new organisation focused on exploring how CX can benefit from the use of blockchain.

    Shelli is based in Las Vegas. In the podcast she explains how blockchain can be a game changer for CX.

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

    https://www.cxblockchain.org/

    13 min
  • Ian Barkin - SYKES - Automation, RPA, and Tech in CX
    Ian Barkin is the Chief Strategy and Marketing Office at Sykes, based in Tampa, Florida. He has a long history in innovation and automation strategy and if you have taken an RPA course on LinkedIn then he probably wrote it.
    In the podcast Ian explores RPA, innovation, and the future development of customer experience processes where technology blends with more traditional human customer service.
    www.linkedin.com/in/ianbarkin
    www.sykes.com
    29 min
  • Ian Barkin - SYKES - Automation, RPA, and Tech in CX

    Ian Barkin is the Chief Strategy and Marketing Office at SYKES, based in Tampa, Florida. He has a long history in innovation and automation strategy and if you have taken an RPA course on LinkedIn then he probably wrote it.

    In the podcast Ian explores RPA, innovation, and the future development of customer experience processes where technology blends with more traditional human customer service.

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

    https://www.sykes.com/

    29 min
  • Clinton Cohen - iContact BPO - Recruitment And Super Agents In CX
    Clinton Cohen is Managing Director of iContact BPO in Johannesburg, South Africa. He published a recent blog focused on the way recruitment is changing in CX and how agents need new skills.
    In this episode, I ask him about the points he raised. Are we really about to see an end of contact centre attrition? If skills are increasing so fast in contact centres then how do you keep those people and give them a career?
    www.icontactbpo.co.za
    www.linkedin.com/in/clinton-cohen-ba181095
    14 min
  • Clinton Cohen - iContact BPO - Recruitment And Super Agents In CX

    Clinton Cohen is Managing Director of iContact BPO in Johannesburg, South Africa. He published a recent blog focused on the way recruitment is changing in CX and how agents need new skills to cope with emerging tech and multiple channels.

    In this episode, I ask him about the points he raised. Are we really about to see an end of contact centre attrition? If skills are increasing so fast in contact centres then how do you keep those people and give them a career?

    https://icontactbpo.co.za

    https://www.linkedin.com/in/clinton-cohen-ba181095/

    14 min
  • Ian Jacobs - Forrester Research - CX Emotion, Engagement, And Smart Speakers
    Ian Jacobs is a principal analyst at Forrester Research, based in San Francisco, California. His focus is customer service and digital transformation so he is well placed to comment on the way that brands are using technology to try improving CX.
    In this episode Ian explores automation, chatbots, smart speakers, and how to manage emotion in brand to customer interactions.
    www.forrester.com
    www.linkedin.com/in/iangjacobs
    22 min
  • Ian Jacobs - Forrester Research - CX Emotion, Engagement, And Smart Speakers

    Ian Jacobs is a principal analyst at Forrester Research, based in San Francisco, California. His focus is customer service and digital transformation so he is well placed to comment on the way that brands are using technology to try improving CX.

    In this episode Ian explores automation, chatbots, smart speakers, and how to manage emotion in brand to customer interactions.

    https://www.forrester.com

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

    22 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…