Shows / CX Files
CX Files
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 each episode Mark and Peter talk to their guests about the future of CX, the important trends, and what customers really expect from brands today.
Episodes
CX FilesNeil Rae - CCO of VXI Global Solutions - RPA and Automation
Neil Rae is the Chief Customer Officer of VXI Global Solutions. The company HQ is Los Angeles, although Neil is based in Toronto. With 43 global locations from…
CX FilesAdrian Swinscoe - Punk CX - Getting Back To Basics
Adrian Swinscoe is an adviser, writer, and speaker with a focus on CX and customer service. He writes regularly about CX in the business journal Forbes and he…
CX FilesCX Files Will Soon Be A Book!
CX Files is about to become a book and the launch event will be in Las Vegas this coming June! See you there... CX Outsourcers…
CX FilesSimon Foot - CX Company - Chatbots and Conversational AI
The CX Company has been designing chatbots and conversational AI systems for 15 years. Their software engages over 4 million customers every day. Simon Foot is…
CX FilesMatt Sims - 4t4Consult - Where is the CX Focus in 2020?
Matt Sims is the founding director of 4t4Consult, based in the UK. Until last year he was the CEO of Teleperformance in the UK and South Africa. He has taken…
CX FilesMartin Hill-Wilson - Emotive CX
Martin Hill-Wilson is one of the best-known CX advisors from the UK. He has been training, advising, and mentoring CX leaders for decades now and his company…
CX FilesThe CX Rock Star - James Dodkins
James Dodkins is better known as the CX Rock Star. He blends music and business insight when helping companies improve their CX. Customer Experience magazine…
CX FilesGary Slade - Teleperformance - A Look Ahead to CX In 2020
Gary Slade is the UK and South Africa CEO of Teleperformance. In over 30 years working in CX he believes that this is the most exciting time to be in the…
CX FilesPeter Ryan - Ryan Strategic Advisory - CX in 2019 and 2020
Peter Ryan is the principal analyst at Ryan Strategic Advisory, based in Montreal Canada. Peter is well-known globally as a leading expert on CX and he is…
CX FilesStephen Loynd - TrendzOwl - CX in 2019 and 2020
Stephen Loynd is the principal analyst at TrendzOwl, based in Washington DC. He is a well-known global CX commentator and in this episode he looks back at some…
CX FilesDaniel Hong - Forrester Research - AI, Automation, and CX in 2020
Daniel Hong is VP & Research Director, Digital Customer & Collaboration Practice and Healthcare Practice at Forrester Research, based in San Francisco. In this…
CX FilesJohn Devlin - Ascensos - CX With A Human Touch, Retail, RPA, and Alexa
John Devlin is the Founder and CEO of Ascensos. He is based in the UK and spoke to CX Files from his office in Romania. John talks about retaining the human…
CX FilesRachel Robinson - Teleperformance - The Future For Government CX
Rachel Robinson is the Executive Vice President of Public Sector Services at Teleperformance, based in Bristol UK. Rachel recently published an opinion paper…
CX FilesBONUS EPISODE: South Africa And CX in 2020
BONUS EPISODE! Peter Ryan leads a conversation with Felix Serrano and Adrian Smith based on their recent visit to the BPESA Global Business Services Investor…
CX FilesColson Hillier - Alorica - Digital Transformation & Automation
Colson Hillier is the Chief Marketing Officer at Alorica, based in New Jersey, US. Alorica is a global CX company with over 100,000 employees - the largest CX…
CX FilesNicky Pharaoh - The Learning Curve - Managing People in CX
Nicky Pharaoh is the Managing Director and owner of The Learning Curve - a people assessment and development company focused on behavioural change inside…
CX FilesJulian Burnett - IBM - CX and Retail Strategy
Julian Burnett is Vice President of Global Markets in the Distribution Sector at IBM. He is an expert on the retail industry with senior experience in several…
CX FilesStephen Loynd - TrendzOwl - Digital Transformation and the future for CX
Stephen Loynd is the founder and principal analyst at TrendzOwl. He is based in Washington DC and for many years he headed the digital transformation practice…
CX FilesDave Rizzo - Teleperformance Innovation Experience Center
Dave Rizzo is the President of the Asia Pacific region for Teleperformance. The CX giant just launched their Teleperformance Innovation Experience Center…
CX FilesSarah Burnett - Everest Group - PEAK Matrix RPA Research
Sarah Burnett is EVP at Everest Group with a focus on digital systems, AI and automation. She is the chair of BCS (British Computer Society) Women, she founded…
CX FilesVit Horky - NICE InContact - Where Is The Real Omnichannel?
Vit Horky is the founder of Brand Embassy, which was recently sold to NICE InContact, where he is the Senior Director of Digital Experience. Based in Prague…
CX FilesNicola Collister - Woven - CX Cost Is Killing Innovation
Nicola Collister is the group COO at Woven, based in the north west of England. Woven is a customer service company that aims to focus on value creation rather…
CX FilesMark Angus - Knowledge Executive - Blockchain in CX
Mark Angus is the CEO and Managing Editor of Knowledge Executive based in Johannesburg, South Africa. Knowledge Executive recently conducted research on behalf…
CX FilesShelli Ryan - The CX Blockchain Institute
Shelli Ryan is a co-founder and principal at the CX Blockchain Institute. This is a new organisation focused on exploring how CX can benefit from the use of…
CX FilesIan Barkin - SYKES - Automation, RPA, and Tech in CX
Ian Barkin is the Chief Strategy and Marketing Office at SYKES, based in Tampa, Florida. He has a long history in innovation and automation strategy and if you…
CX FilesClinton Cohen - iContact BPO - Recruitment And Super Agents In CX
Clinton Cohen is Managing Director of iContact BPO in Johannesburg, South Africa. He published a recent blog focused on the way recruitment is changing in CX…
CX FilesIan Jacobs - Forrester Research - CX Emotion, Engagement, And Smart Speakers
Ian Jacobs is a principal analyst at Forrester Research, based in San Francisco, California. His focus is customer service and digital transformation so he is…
CX FilesPaula Kennedy Garcia - Concentrix - SOLVing The Gig Economy In CX
Paula Kennedy Garcia is the Vice President of strategic projects and corporate strategy at Concentrix, based in the UK. Paula manages the Solv project which is…
CX FilesJohn Linkous - Phalanx Security - CX And Customer Data Security
John Linkous is the Founder and Principal Adviser at Phalanx Security, based out of Baltimore in the US. He has a long track record as an expert on cyber crime…
CX FilesPeter Zaitsev - Percona - Data Security And CX
Peter Zaitsev is the founder and CEO of Percona, based in the US. Percona designs, supports, and advises on databases. They help companies manage data and keep…
CX FilesAlistair Niederer - Egeria Insights - Customer Complaints & Disputes
Alistair Niederer is the CEO of Egeria Insights, a recently formed company launched by the Resolver Group, the leading complaint and dispute resolution…
CX FilesSteve Weston & Peter Ryan : CX In Egypt - Perception and Reality?
In this episode of the podcast we are exploring the perception and reality of working in different global locations after the news this week that airlines such…
CX FilesAlan Graham - Mindpearl - Travel and CX
NOTE: Sound quality is below usual in this episode thanks to the conferencing system we were using having a 'muddy' effect on the sound - apologies... lesson…
CX FilesFelix Serrano - Activus Connect - Platforms and the CX gig economy
Felix Serrano is the co-founder and CEO of Activus Connect. The company is a certified women and minority-owned customer engagement organisation and they are…
CX FilesRob Allman - Dimension Data - Global CX Benchmarking Research
Robert Allman is the Group Senior Vice President for Customer Experience at Dimension Data. Based in Johannesburg, South Africa, Dimension Data operates all…
CX FilesVed Sen - TCS - Digital Strategy, CX, and Innovation
Ved Sen is a Digital Evangelist at Tata Consultancy Services (TCS). He is focused on digital strategy, acceleration and innovation and from his base in London…
CX FilesEvan Jones - Harambee - How CX Can Create Employment
Evan Jones is the CIO of Youth Employment Accelerator, Harambee, based in Johannesburg, South Africa. He is also the National Board Chairman of BPeSA…
CX FilesShai 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…
CX FilesRod 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…
CX FilesSrikanth 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…
CX FilesSteve 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…
CX FilesMark 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…
CX FilesChristine Bardwell - Oracle - An Omnichannel Future For CX
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…
CX FilesSarah Metcalfe - EX, CX, And Great Managers
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…
CX FilesAmit Shankardass - Digital vs Human CX
Amit Shankardass is the Executive Vice President of worldwide marketing at Teleperformance. Teleperformance has over 300,000 people delivering CX services to…
CX FilesVadim Anikanov - Smart Speakers Alexa/Home/Siri
Until very recently Vadim Anikanov was the Head of Global Customer Operations at Digital Finance International, which is a member of the Finstar Financial…
CX FilesWendy Shlensky - HGS - CXOutsourcers and BPO in 2019
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…
CX FilesEd Thomas - GlobalData - AI and CX
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…
CX FilesMiya Knights - Amazon and Retail
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…
CX FilesPeter Ryan - 2019 Front Office BPO Omnibus Survey Results
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 -…
CX FilesMaxine Holt - Ovum - Cybersecurity
Maxine Holt is a research director, leading the security practice at industry analyst Ovum. Maxine will be delivering a keynote speech on trends in…
CX FilesDavid Rumble - gobeyond - offshoring
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…
CX FilesNuno Horta - Grupo Ageas
Nuno Horta is head of innovation at Grupo Ageas, based in Lisbon Portugal. Ageas is based in Belgium and is the largest insurance company there although they…
CX FilesTamar Ravelli - Talingual
Tamar Ravelli is an international recruitment consultant at Talingual. Talingual is a recruitment company, based in Belfast, focused on helping contact centres…
CX FilesMike Havard - Ember Group
Mike Havard is Director of Ember Group. Ember Group is a customer engagement and CX professional service business based in the UK. Mike talked about how brands…
CX FilesAtul Vashistha - Neo Group - Third Party Outsourcing Risk And CX
Atul Vashistha, is the Chairman and CEO of Neo Group. Neo Group was founded in 1999 and is a US-based consulting and advisory firm focused on global services…
CX FilesSteve Morrell - ContactBabel
Steve Morrell is the Managing Director of ContactBabel. ContactBabel is an industry analyst firm, which studies the global contact centre and customer…
CX FilesPatrick O'Brien, GlobalData Retail - Retail and CX in 2019
Patrick O' Brien is the UK research director at Global Data Retail and has a long career researching retail trends in the UK and across Europe. Global Data…
CX FilesLoren Moss, Unido Digital - Demographics and CX Channels
Loren Moss is the founder of Unido Digital, based in Medellín, Colombia. He is a CX analyst with expert knowledge of FinTech and Intelligent Automation. In…
CX FilesVit Horky - Customer Service In The Transhuman Age
Vit Horky is the co-founder and CEO of Brand Embassy, based in Prague. Brand Embassy is focused on helping companies move to digital customer service. He…