CX Files

Thomas Reby is a Senior Strategy Manager at Google in Ireland. He is an internationally experienced CX professional, with proven track record of leading multi-national teams and business programs in the Service and Commerce industries.

In this episode, Thomas and I are talking about the length of customer service interactions - from 2 minutes to 40 years... NOTE: Thomas is speaking on this podcast in a personal capacity and not representing a view from Google on CX strategy.

www.google.com

www.linkedin.com/in/thomasreby/

Thomas Reby is a Senior Strategy Manager at Google in Ireland. He is an internationally experienced CX professional, with proven track record of leading multi-national teams and business programs in the Service and Commerce industries.

In this episode, Thomas and I are talking about the length of customer service interactions - from 2 minutes to 40 years...

NOTE: Thomas is speaking on this podcast in a personal capacity ONLY.

www.google.com

www.linkedin.com/in/thomasreby

Giovanni Tavani is the director of Global Customer Care and Social Media at Royal Canin, based in France. He recently joined Royal Canin and was previously the head of social customer care at Dell - a company he stayed at for 17 years.

Royal Canin is one of the leading premium pet brands globally. If you have a dog or cat then you probably know of their food and associated products. They supply food mixed for each individual breed and have a great reputation for high quality.

https://www.royalcanin.com/

Giovanni Tavani is the director of Global Customer Care and Social Media at Royal Canin, based in France. He recently joined Royal Canin and was previously the head of social customer care at Dell - a company he stayed at for 17 years.

Royal Canin is one of the leading premium pet brands globally. If you have a dog or cat then you probably know of their food and associated products. They supply food mixed for each individual breed and have a great reputation for high quality.

https://www.royalcanin.com/

 

Stephen Loynd is the global program director of the digital transformation practice at Frost & Sullivan and is therefore well known internationally as a leading futurist and CX expert.

Stephen is constantly on the road speaking at major conferences and I caught up with him on the phone from his base in Washington DC.

We talked about emerging CX technologies and how the contact centre agent role is evolving in new directions.

https://ww2.frost.com/

https://twitter.com/loyndsview

Stephen Loynd is the global program director of the digital transformation practice at Frost & Sullivan and is therefore well known internationally as a leading futurist and CX expert.

Stephen is constantly on the road speaking at major conferences and I caught up with him on the phone from his base in Washington DC.

We talked about emerging CX technologies and how the contact centre agent role is evolving in new directions.

https://ww2.frost.com/

https://twitter.com/loyndsview

In this edition of the podcast I'm speaking with William Carson from Concentrix. William is based in London and is a CX Growth Hacker, which is an interesting job title and I know from working with William in the past that he has many interesting ideas about CX.

Concentrix is an American CX firm, but they deliver services globally from over 125 different locations with over 100,000 employees. In June they acquired Convergys, arguably an even bigger company with around 130,000 employees and revenue of around $3bn. The two companies have yet to announce how they will formally merge, but those details are expected soon and it will create a global CX juggernaut.

I asked William about CX sales trends - in particular how automation and emerging technologies are changing the way CX services are priced and consumed by clients.

https://www.concentrix.com/

William Carson is based in London and is a CX Growth Hacker for Concentrix. Concentrix is an American CX firm, but they deliver services globally from over 125 different locations with over 100,000 employees. In June they acquired Convergys, arguably an even bigger company with around 130,000 employees and revenue of around $3bn.

I asked William how automation and emerging technologies are changing the way CX services are priced and consumed by clients.

https://www.concentrix.com/

Simon Dillsworth is Executive Business Partner at Praxidia, which is a management consulting firm spun out of CX firm Teleperformance at the start of 2018.

Simon has a long track record in both management consulting and CX and the Praxidia team will be speaking at the CX Tech conference in London on October 12th. I will be speaking at the event and my focus is how the CX specialists are charging for emerging technologies and automation. I caught up with Simon to get his thoughts on this subject.

NOTE: At one point Simon says "per hour per hour" instead of "per hour per FTE" - just as clarification.

http://cxtech.events

https://www.praxidia.com/

Simon Dillsworth is Executive Business Partner at Praxidia, which is a management consulting firm spun out of CX firm Teleperformance at the start of 2018.

Simon has a long track record in both management consulting and CX and the Praxidia team will be speaking at the CX Tech conference in London on October 12th. I will be speaking at the event and my focus is how the CX specialists are charging for emerging technologies and automation. I caught up with Simon to get his thoughts on this subject.

NOTE: At one point Simon says "per hour per hour" instead of "per hour per FTE" - just as clarification.

http://cxtech.events

https://www.praxidia.com/