Podcast
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1.7KCX Files: Leigh Hopwood – CCMA – CX From The Buyer’s Perspective
July 12, 2024
Leigh Hopwood is the CEO of CCMA (Call Centre Management Association) and Chair of the European Customer Contact Alliance. She is based...
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2.5KDeveloping Great Career Options For CX Teams
February 9, 2024
Mike Harfield is the COO and Co-Founder at Sigma Connected Group. He is based close to Birmingham in the UK. In this...
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1.4KWhat Is Happening With BPO Mega-Consolidation?
May 10, 2023
Peter Ryan leads a discussion on the recent wave of M&A activity in the BPO industry. What does it mean for CX...
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5.4KTalking Sourcing: Beyond Cloud
August 18, 2021
A few months ago we partnered with Capita to run a very successful webinar around the importance of cloud contact centre capabilities...
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5.7K
Gig CX Debate: Who is really using the gig economy in CX and why?
August 13, 2021
In the past year, Peter Ryan and I have turned down at least three serious offers to sponsor our podcast, the CX...
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4.2K
CX Files Special Edition: South Africa
July 16, 2021
Over the course of the last several days the situation in South Africa has degenerated badly through violence, looting and rioting. This...
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5.1KBeyond the balance sheet: business and social value
May 4, 2021
Outsourcing is often perceived as a means of saving money and obviously if it doesn’t work as a business proposition it wouldn’t...
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4.7K
CX Files: Do Energy And Utility Companies Even Think Of CX?
February 19, 2021
The latest CX Files podcast featured a focused on the energy and utilities sector – often a difficult industry for customer experience...
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4.7KCX Files: With Closing Stores And Shoppers Going Online, How Can CX Save Retail?
February 13, 2021
The latest CX Files podcast featured a deep dive into retail. Shops have suffered throughout the Covid-19 pandemic, but there was trouble...
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4.1K
CX Files : Transforming Agents Into Ambassadors
February 8, 2021
Jim Farnsworth is a veteran of the CX industry. He is currently an Executive Vice President at SYKES and is well known...
