CX Files

Alan Graham is the Chief Commercial Officer at Mindpearl, based in Cape Town, South Africa. Mindpearl was born in 1999 when a consortium of 11 European airlines decided they needed a better way to manage CX. They maintain a strong focus on travel, but have now expanded to support other industries such as retail and telecoms.

Alan talked to me about the issues faced by the travel industry and how to manage the 24/7 demands of customers.

www.linkedin.com/in/alan-graham-514101b/

www.mindpearl.com/

NOTE: Sound quality is below usual in this episode thanks to the conferencing system we were using having a 'muddy' effect on the sound - apologies... lesson is to call direct, not through conference lines :-(

Alan Graham is the Chief Commercial Officer at Mindpearl, based in Cape Town, South Africa. Mindpearl was born in 1999 when a consortium of 11 European airlines decided they needed a better way to manage CX. They maintain a strong focus on travel, but have now expanded to support other industries such as retail and telecoms.

Alan talked to me about the issues faced by the travel industry and how to manage the 24/7 demands of customers.

https://www.linkedin.com/in/alan-graham-514101b/

https://www.mindpearl.com/

Felix Serrano is the co-founder and CEO of Activus Connect. The company is a certified women and minority-owned customer engagement organisation and they are operating across all of the continental US and Puerto Rico - based out of Orlando, Florida.

Activus Connect is building a new platform for customer experience services modelled on the gig economy. In this episode, Felix explains how this can work and how the Work-At-Home agent strategy is developing rapidly.

https://www.linkedin.com/in/felixserrano3/

https://activusconnect.com/

Felix Serrano is the co-founder and CEO of Activus Connect. The company is a certified women and minority-owned customer engagement organisation operating across all of the continental US and Puerto Rico - based out of Orlando, Florida.

Activus Connect is building a new platform for CX services modelled on the gig economy. In this episode, Felix explains how this can work and how the Work-At-Home agent strategy is developing rapidly.

www.linkedin.com/in/felixserrano3

www.activusconnect.com

Robert Allman is the Group Senior Vice President for Customer Experience at Dimension Data. Based in Johannesburg, South Africa, Dimension Data operates all over the world managing and consulting on technology and they have a strong focus on CX and customer analytics.

Each year for the past 22 years, Dimension Data has published their annual Global CX benchmarking report - this is one of those reports that everyone in the industry looks out for because it has a long history and deep insights into what companies are really doing.

In this edition of CX Files I talk to Rob about the findings from the 2019 research.

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

https://www.dimensiondata.com/

Robert Allman is the Group Senior Vice President for CX at Dimension Data. Based in Johannesburg, South Africa, DD operates all over the world managing and consulting on technology.

For 22 years, DD has published their annual Global CX benchmarking report. In this edition of CX Files I talk to Rob about the findings from the 2019 research.

www.linkedin.com/in/roallman

www.dimensiondata.com

Ved Sen is a Digital Evangelist at Tata Consultancy Services (TCS), based in London. He is focused on digital strategy, acceleration and innovation.

Ved is also the author of a book titled Doing Digital, Connect, Quantify, Optimise - a guide to digital innovation and strategy for non-technical managers.

In this podcast we talk about CX, innovation, digital strategies, and tech to watch for in 2020.

www.tcs.com

https://leanpub.com/doingdigital

www.linkedin.com/in/vedsen

Ved Sen is a Digital Evangelist at Tata Consultancy Services (TCS). He is focused on digital strategy, acceleration and innovation and from his base in London he advises TCS clients on how to utilise new innovations, platforms, and business models.

Ved is also the author of a book titled Doing Digital, Connect, Quantify, Optimise - a guide to digital innovation and strategy for non-technical managers.

In the podcast we talk about the way that digital technologies are changing how companies interact with their customers and how managers can explore new innovations without affecting their day-to-day responsibilities. Ved also talks about some of the digital innovations we need to watch for over the next year.

https://leanpub.com/doingdigital

https://www.tcs.com/

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

Evan Jones is the CIO of Youth Employment Accelerator, Harambee, based in Johannesburg, South Africa. He is also the National Board Chairman of BPeSA, promoting and advising the wider BPO industry in South Africa.

In this episode of CX Files Evan talks about Impact Sourcing and how CX can be used to create employment and change lives across Africa, and beyond.

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

https://harambee.co.za/

Evan Jones is the CIO of Youth Employment Accelerator, Harambee, based in Johannesburg, South Africa. He is also the National Board Chairman of BPeSA, promoting and advising the wider BPO industry in South Africa.

In this episode of CX Files Evan talks about Impact Sourcing and how CX can be used to create employment and change lives across Africa, and beyond. 

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

https://harambee.co.za/