CX Files

CX Files

By Mark Hillary and Peter RyanBusinessManagement
Download on the App Store

CX Files episodes

  • Shai Berger - Fonolo - Managing Call-Backs

    Shai Berger is the CEO and co-founder of Fonolo, a technology company based in Toronto, Canada. Fonolo manages call-backs for contact centres eliminating the need for customers to wait on hold. In this podcast Shai explains how a simple change can have a dramatic effect on CX.

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

    https://fonolo.com/

    10 min
  • Shai Berger - Fonolo - Managing Call-Backs
    Shai Berger is the CEO and co-founder of Fonolo, a technology company based in Toronto, Canada. Fonolo manages call-backs for contact centres eliminating the need for customers to wait on hold. In this podcast Shai explains how a simple change can have a dramatic effect on CX.
    https://www.linkedin.com/in/shaiberger/
    https://fonolo.com/
    10 min
  • Rod Jones - The 5 Common CX Operational Challenges
    Rod Jones is a contact centre legend. Based in Johannesburg, South Africa, he has consulted and advised on contact centres for over 40 years. Contact Centre Helper magazine once called him the most trusted contact centre advisor *globally*.
    Rod recently mentioned to me that there are a few problems that come up in almost every engagement he works on so I called to ask him about these common issues.
    http://rodjones.co.za
    www.linkedin.com/in/rodjonessouthafrica
    16 min
  • Rod Jones - The 5 Common CX Operational Challenges

    Rod Jones is a contact centre legend. Based in Johannesburg, South Africa, he has consulted and advised on contact centres for over 40 years. Contact Centre Helper magazine once called him the most trusted contact centre advisor *globally*. His work takes him all over the world both to work with clients and to speak about his experience at conferences.

    Rod recently mentioned to me that there are a few problems that come up in almost every engagement he works on so I called to ask him about these common issues.

    rodjones.co.za

    www.linkedin.com/in/rodjonessouthafrica

    16 min
  • Srikanth Iyengar - Conduent - Evolution Of Modern CX
    Srikanth Iyengar is the Group CEO for Europe of Conduent, a major international business process service company with expertise in digital platforms and a tech-focused approach to CX.
    In our conversation Srikanth talks about the evolution of customer service away from the contact centre to a world of data analytics and technology platforms and what this means for the partners asked to provide this kind of expertise by their clients.
    www.conduent.com
    www.linkedin.com/in/srikanth-iyengar-a4ab314
    15 min
  • Srikanth Iyengar - Conduent - Evolution Of Modern CX

    Srikanth Iyengar is the Group CEO for Europe of Conduent, a major international business process service company with expertise in digital platforms and a technology-focused approach to customer experience.

    In our conversation Srikanth talks about the evolution of customer service away from the contact centre to a world of data analytics and technology platforms and what this means for the partners asked to provide this kind of expertise by their clients.

    www.conduent.com

    www.linkedin.com/in/srikanth-iyengar-a4ab314

    15 min
  • Steve Jones - Capgemini - Using Data For CX Insights
    Steve Jones is the Head of Insights and Data for Capgemini North America. He has a background managing both AI and Big Data for Capgemini and is a leading global expert on how companies use data for insights and improved CX.
    In this episode of CX Files he talks about using data insights to create great CX. He also explores the ethics of insights - can too much insight start to feel creepy as brands know everything about us?
    www.linkedin.com/in/stevegjones
    www.capgemini.com
    22 min
  • Steve Jones - Capgemini - Using Data For CX Insights

    Steve Jones is the Head of Insights and Data for Capgemini North America. He has a background managing both AI and Big Data for Capgemini and is a leading global expert on how companies use data for insights and improved CX.

    In this episode of CX Files he talks about using data insights to create great CX and the effect of emerging tech such as facial recognition. He also explores the ethics of insights - can too much insight start to feel creepy as brands know everything about us?

    www.linkedin.com/in/stevegjones

    www.capgemini.com

    22 min
  • Mark Davies - PA Consulting on Customer 4.0

    Mark Davies is a business design expert at PA Consulting with a focus on customer disruption and also author of a recent study titled Customer 4.0. This research explores different demographic groups and how different behaviours are making modern customers extremely complex.

    In this episode we explore some of the findings from the Customer 4.0 research - in particular why brands just don't understand customer needs.

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

    https://www.paconsulting.com/

    37 min
  • Mark Davies - PA Consulting on Customer 4.0
    Mark Davies is a business design expert at PA Consulting with a focus on customer disruption and also author of a recent study titled Customer 4.0. This research explores different demographic groups and how different behaviours are making modern customers extremely complex.
    In this episode we explore some of the findings from the Customer 4.0 research - in particular why brands just don't understand customer needs.
    https://www.linkedin.com/in/tmdavies/
    https://www.paconsulting.com/
    37 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…