CX Files

Melissa O'Brien is the Research Vice President for customer engagement, retail and travel at HfS Research - she is based in Boston, Massachusetts. HfS is known globally as one of the most innovative analyst firms focused on BPO and CX.

Melissa looked back at the key CX trends from 2018 and ahead to what we should be expecting as the key trends for 2019.

https://www.linkedin.com/in/melissa-o-brien/

https://www.hfsresearch.com/

Melissa O'Brien is the Research Vice President for customer engagement, retail and travel at HfS Research - she is based in Boston, Massachusetts. HfS is known globally as one of the most innovative analyst firms focused on BPO and CX.

Melissa looked back at the key CX trends from 2018 and ahead to what we should be expecting as the key trends for 2019.

https://www.linkedin.com/in/melissa-o-brien/

https://www.hfsresearch.com/

The final CX Files of 2018!

Peter Ryan is Principal of Ryan Strategic Advisory, based in Montreal Canada. Peter talked to me about some of the big CX events of 2018 and what we can look forward to in 2019. Enjoy it and HAPPY NEW CX YEAR!

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

https://ryanadvisory.com/

The final CX Files of 2018!

Peter Ryan is Principal of Ryan Strategic Advisory, based in Montreal Canada. Peter talked to me about some of the big CX events of 2018 and what we can look forward to in 2019. Enjoy it and HAPPY NEW CX YEAR!

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

https://ryanadvisory.com/

Steve Weston is the Managing Partner of SK Weston & Co, based in Washington DC. Steve himself has over 25 years consulting experience in the field of CX and BPO and he is known globally as an expert in this area.

In this edition, we looked back at CX in 2018 and forward to the main trends worth watching for in 2019.

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

Steve Weston is the Managing Partner of SK Weston & Co, based in Washington DC. Steve himself has over 25 years consulting experience in the field of CX and BPO and he is known globally as an expert in this area. 

In this edition, we looked back at CX in 2018 and forward to the main trends worth watching for in 2019.

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

Andrei Lepeyev is the Director of the Software Development Department at IBA Group in Minsk, Belarus. Andrei is leading teams focused on Mainframes, Machine Learning, Robotic Process Automation (RPA), Artificial Intelligence (AI) and explains how these technologies are helping the clients of IBA improve the CX they offer to their customers.

https://www.linkedin.com/in/andrei-lepeyev-416a8380/

https://ibagroupit.com/en/

NOTE: IBA HQ is in Prague, although Andrei is based in Minsk.

Andrei Lepeyev is the Director of the Software Development Department at IBA Group in Minsk, Belarus. Andrei is leading teams focused on Mainframes, Machine Learning, Robotic Process Automation (RPA), Artificial Intelligence (AI) and explains how these technologies are helping the clients of IBA improve the CX they offer to their customers.

https://www.linkedin.com/in/andrei-lepeyev-416a8380/

https://ibagroupit.com/en/

NOTE: IBA HQ is in Prague, although Andrei is based in Minsk.

Stefan Osthaus is an author, keynote speaker and CX expert based in Dusseldorf, Germany. He is the founder and managing director of experience5, focused on helping companies to manage CX and employee experience (EX) together.

In the podcast Stefan talks about customer centricity, building a CX strategy and how to combine a CX and EX strategy.

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

https://www.experience5.de/en/

Stefan Osthaus is an author, keynote speaker and CX expert based in Dusseldorf, Germany. He is the founder and managing director of experience5, focused on helping companies to manage CX and employee experience (EX) together.

In the podcast Stefan talks about customer centricity, building a CX strategy and how to combine a CX and EX strategy.

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

https://www.experience5.de/en/