CX Files

Ed Thomas is the Principal Analyst for technology thematic research at GlobalData PLC.

He was recently speaking about AI and CX at the CX Outsourcers conference in Windsor, UK. After his talk, I asked Ed to explain some of his thoughts about AI for the podcast. Are companies really getting value from AI today? Listen to Ed's thoughts here…

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

https://www.globaldata.com/

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

Ed Thomas is the Principal Analyst for technology thematic research at GlobalData PLC.

He was recently speaking about AI and CX at the CX Outsourcers conference in Windsor, UK. After his talk, I asked Ed to explain some of his thoughts about AI for the podcast. Are companies really getting value from AI today? Listen to Ed’s thoughts here…

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

https://www.globaldata.com/

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

Miya Knights is the head of industry insight at Eagle Eye Solutions. She is the director and publisher of retail technology magazine. She has a long history in both retail and technology journalism and analysis and she is the co-author of a recent book titled Amazon - how the world's most relentless retailer will continue to revolutionise commerce.

Miya talked to CX Files on the edge of the CXOutsourcers conference, hence the occasional background noise on this edition of the podcast.

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

http://www.retailtechnology.co.uk/

Miya Knights is the head of industry insight at Eagle Eye Solutions. She is the director and publisher of retail technology magazine. She has a long history in both retail and technology journalism and analysis and she is the co-author of a recent book titled Amazon - how the world’s most relentless retailer will continue to revolutionise commerce. Miya talked to CX Files on the edge of the CXOutsourcers conference.

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

http://www.retailtechnology.co.uk/

Peter Ryan is the Principal Analyst at Ryan Strategic Advisory and is a great friend of CX Files. On Monday March 25th he presented the latest RSA research - the 2019 Front Office BPO Omnibus Survey. This outlines the most popular locations for contact centres globally. In a CX Files exclusive this episode is being released earlier than usual so it is published simultaneously with his live speech at the CX Outsourcers conference in Windsor, UK.

https://ryanadvisory.com/

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

Peter Ryan is the Principal Analyst at Ryan Strategic Advisory and is a great friend of CX Files. On Monday March 25th he presented the latest RSA research - the 2019 Front Office BPO Omnibus Survey. This outlines the most popular locations for contact centres globally. In a CX Files exclusive this episode is being released simultaneously with his live speech at the CX Outsourcers conference in Windsor, UK.

https://ryanadvisory.com/

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

Maxine Holt is a research director, leading the security practice at industry analyst Ovum. Maxine will be delivering a keynote speech on trends in cybersecurity at the CXOutsourcers conference in Windsor on March 25th. In this podcast we explore some of the issues around protecting customer data and how GDPR is looking, one year into enforcement.

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

https://ovum.informa.com/

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

Maxine Holt is a research director, leading the security practice at industry analyst Ovum. Maxine will be delivering a keynote speech on trends in cybersecurity at the CXOutsourcers conference in Windsor on March 25th. In this podcast we explore some of the issues around protecting customer data and how GDPR is looking, one year into enforcement.

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

https://ovum.informa.com/

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

David Rumble is a Managing Partner at GoBeyond, a consulting firm based in the the UK that specialises in complex CX transition.

I asked Dave about some of the current trends around offshoring and CX, especially the main drivers for offshoring today and how companies are coping with different service delivery models, such as the cloud.

https://gobeyond.uk.com/

https://www.linkedin.com/in/david-rumble-4a4a09b/

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

David Rumble is a Managing Partner at GoBeyond, a consulting firm based in the the UK that specialises in complex CX transition. Dave is a well known international expert on offshore outsourcing and he will be speaking about offshoring strategies later this month at the CX Outsourcers Mindshare event in Windsor, UK.

In the podcast I asked Dave about some of the current trends around offshoring and CX, especially the main drivers for offshoring today and how companies are coping with different service delivery models, such as the cloud.

https://gobeyond.uk.com/

https://www.linkedin.com/in/david-rumble-4a4a09b/

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