CX Files

Paula Kennedy Garcia is the Vice President of strategic projects and corporate strategy at Concentrix, based in the UK. Paula manages the Solv project which is a Concentrix solution focused on working on a CX solution within the gig economy.

In this edition of the podcast she explains how the gig economy works for CX and what it can offer to companies designing their customer service.

https://www.linkedin.com/in/paula-kennedy-garcia-1b90b81/

https://www.concentrix.com/

Paula Kennedy Garcia is the Vice President of strategic projects and corporate strategy at Concentrix, based in the UK. Paula manages the Solv project which is a Concentrix solution focused on working on a CX solution within the gig economy.

In this edition of the podcast she explains how the gig economy works for CX and what it can offer to companies designing their customer service.

www.linkedin.com/in/paula-kennedy-garcia-1b90b81

www.concentrix.com

John Linkous is the Founder and Principal Adviser at Phalanx Security, based out of Baltimore in the US. He has a long track record as an expert on cyber crime so in this edition of the podcast we continued exploring the recent Capital One hack, but also looked at social networks and personalization. Can companies keep on collecting the personal data of their customers if they are not protecting it? When will the pushback begin?

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

http://www.phalanxsec.com

John Linkous is the Founder and Principal Adviser at Phalanx Security, based out of Baltimore in the US. He has a long track record as an expert on cyber crime so in this edition of the podcast we continued exploring the recent Capital One hack, but also looked at social networks and personalization. Can companies keep on collecting the personal data of their customers if they are not protecting it? When will the pushback begin?

www.linkedin.com/in/jlinkous

www.phalanxsec.com

Peter Zaitsev is the founder and CEO of Percona, based in the US. Percona designs, supports, and advises on databases. They help companies manage data and keep it safe.

This episode was inspired by the recent Capital One hack, where personal details of over 100m customers was compromised. Peter talks about keeping customer data safe, GDPR, Cambridge Analytica, and much more...

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

https://www.percona.com/

Peter Zaitsev is the founder and CEO of Percona, based in the US. Percona designs, supports, and advises on databases. They help companies manage data and keep it safe.

This episode was inspired by the recent Capital One hack, where personal details of over 100m customers was compromised. Peter talks about keeping customer data safe, GDPR, Cambridge Analytica, and much more...

www.linkedin.com/in/peterzaitsev

www.percona.com

Alistair Niederer is the CEO of Egeria Insights, a recently formed company launched by the Resolver Group, the leading complaint and dispute resolution organisation in the UK. Egeria Insights is focused on helping companies understand how to manage customer conflict and even predict it.

In the podcast, Alistair explains the importance of managing customer conflict well and how complaining customers can actually be turned into fans.

https://www.resolvergroup.com/

https://www.linkedin.com/company/egeria-insights/

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

https://www.youtube.com/watch?v=7tgjOCOiUpE

Alistair Niederer is the CEO of Egeria Insights, a company launched by the Resolver Group, the leading complaint and dispute resolution organisation. EI is focused on helping companies understand how to manage customer conflict and even predict it.

Alistair explains the importance of managing customer conflict well and how complaining customers can actually be turned into fans.

www.resolvergroup.com/

www.linkedin.com/company/egeria-insights/

www.linkedin.com/in/aniederer/

In this episode of the podcast we are exploring the perception and reality of working in different global locations after the news this week that airlines such as BA and Lufthansa are not flying to Cairo because of "security concerns." How do executives working in BPO and CX separate perceived risk from reality?

Steve Weston and Peter Ryan discuss the Egypt problem and also explore other locations and how to evaluate risk.

Steve Weston is the Managing Partner at SK Weston & Co. He is based in Washington DC and is one of the leading US contact centre advisers, with particular expertise in global locations - in short he has advised many companies on where to locate their cx function either offshore or through working with a partner.

Peter Ryan is the founder and principal analyst at Ryan Strategic Advisory, based in Montreal Canada. He is well known globally as one of the leading authorities on Business process outsourcing and contact centres.

https://www.linkedin.com/in/steve-weston-1843152/

https://www.skwestoncompany.org/

https://www.linkedin.com/in/peter-ryan-2b39b71/

https://ryanadvisory.com/

https://ryanadvisory.com/flight-cancellations-highlight-perception-problem-for-egyptian-bpo/

In this episode we are exploring the perception and reality of working in global locations after the news this week that BA and Lufthansa are refusing to fly to Cairo. How do executives separate perceived risk from reality?

Steve Weston and Peter Ryan discuss the Egypt problem and also explore other locations and how to evaluate risk.

https://www.linkedin.com/in/steve-weston-1843152/

https://www.skwestoncompany.org/

https://www.linkedin.com/in/peter-ryan-2b39b71/

https://ryanadvisory.com/