CX Files

Christine Bardwell is the Senior Principal Strategy for Oracle Loyalty and Commerce and she is responsible for all the global go to market strategy for Oracle Loyalty.

Before Oracle, Christine was an industry analyst at companies including IDC and Ovum and therefore she has spent several years analysing the markets that she now works on for Oracle.

In the podcast we explored smart speakers, China, Google, data analytics and the question of human or digital CX - a complete omnichannel of CX.

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

https://www.oracle.com/

Christine Bardwell is the Senior Principal Strategy for Oracle Loyalty and Commerce and she is responsible for all the global go to market strategy for Oracle Loyalty.

Christine was previously an industry analyst at companies including IDC and Ovum and therefore she has spent several years analysing the markets that she now works on for Oracle.

In CX Files we explore smart speakers, China, Google, data analytics and the question of human or digital CX.

www.linkedin.com/in/cbardwell

www.oracle.com

Sarah is the Chief Happiness Officer at Happy Coffee Consulting. She is also the Head of Customer Service at Sure Petcare managing a customer service team that works across borders using several languages. For CX Files she is speaking in her Happy Coffee capacity.

Sarah speaks on this podcast about Employee Experience and the importance of great managers and work culture - how does this influence CX?

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

https://www.happycoffeeconsulting.co.uk/

Sarah is the Chief Happiness Officer at Happy Coffee Consulting. She is also the Head of Customer Service at Sure Petcare managing a customer service team that works across borders using several languages. For CX Files she is speaking in her Happy Coffee capacity.

Sarah speaks on this podcast about Employee Experience and the importance of great managers and work culture - how does this influence CX?

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

https://www.happycoffeeconsulting.co.uk/

Amit Shankardass is the EVP of worldwide marketing at Teleperformance. Teleperformance has over 300,000 people delivering CX services to 170 markets from 80 different countries.

In this edition of the podcast, Amit talks about the differences between a human and digital focus on CX and how brands can achieve the best possible blend of both. If 80% of customers prefer to speak to a human, why is everyone automating CX?

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

www.teleperformance.com

Amit Shankardass is the Executive Vice President of worldwide marketing at Teleperformance. Teleperformance has over 300,000 people delivering CX services to 170 markets from 80 different countries.

In this edition of the podcast, Amit talks about the differences between a human and digital focus on CX and how brands can achieve the best possible blend of both. If 80% of customers prefer to speak to a human, why is everyone automating CX?

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

www.teleperformance.com

Vadim Anikanov is an independent analyst presently focused on researching the effect of smart speakers on CX. He has several decades of leadership experience inside the world of CX and was until recently the Head of Global Customer Operations at Digital Finance International, which is a member of the Finstar Financial Group.

In the podcast he explores how and why brands are using smart speakers such as the Echo and Home - are brands taking them seriously enough?

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

Until very recently Vadim Anikanov was the Head of Global Customer Operations at Digital Finance International, which is a member of the Finstar Financial Group. He has spent a couple of decades in various CX leadership roles and at present he is researching the effect of smart speakers on the customer experience.

Vadim is particularly interested in the way that smart speakers, such as the Amazon Echo and Google Home will change and influence customer behaviour in a way that allows much greater interactivity with brands. This is an important topic for executives managing CX today because there are now hundreds of millions of these smart speakers installed in homes globally.

Vadim is based between Salt Lake City and Moscow - I caught up with him at his Moscow office and asked him to explain some of his smart speaker research. Are brands taking smart speakers seriously enough?

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

Wendy Shlensky is the Global Head of PR and AR at Hinduja Global Services (HGS), based in New York. Wendy was a speaker at the recent CXOutsourcers event in Windsor, UK, so I called to catch up on her conference takeaways and views on the future for BPO and CX in 2019.

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

https://www.teamhgs.com/

https://knowledge-executive.com/cxoutsourcers/

Wendy Shlensky is the Global Head of PR and AR at Hinduja Global Services (HGS), based in New York. Wendy was a speaker at the recent CXOutsourcers event in Windsor, UK, so I called to catch up on her conference takeaways and views on the future for BPO and CX in 2019.

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

https://www.teamhgs.com/

https://knowledge-executive.com/cxoutsourcers/