Podcast

A Conversation with IAOP’s Board: Impact, Trends and a Roadmap for the Future

June 10, 2020

The COVID-19 pandemic is more than just a health crisis; its ripple effect is impacting all of us and our work. Though...

CX Files: The human touch is the new normal for CX

June 5, 2020

Robin Hoekstra is CEO at Outworx, based in Durban South Africa. Outworx focuses on CX and back office BPO solutions. Most of...

IAOP Pulsecast : The evolution of socially responsible outsourcing

May 14, 2020

This is IAOP PULSEcast, where we explore topics big and small in the world of collaborative partnerships. From AI and RPA to...

CX Files: The Top 5 Most Favoured Locations For Contact Centres in 2020

May 7, 2020

Every year, Ryan Strategic Advisory publishes their list of the top 5 most favoured offshore contact centre delivery points. The 2020 Front...

CX Files: Riding The Third Wave To A New Normal Of WAHA And Gigs

April 30, 2020

Alistair Niederer is the North America CEO of Ember Group, based in Toronto. He has a long track record in CX having...

CX Files: The Key Steps To A Fast Work-From-Home Strategy

April 16, 2020

Marianne Rutz founded Rutz consulting over 20 years ago and she had advised companies such as Hertz, Thomas Cook, Ralph Lauren and...

CX Files: What is the ‘new normal’ after COVID-19

April 13, 2020

Matt Sims is the founding director of 4t4Consult, based in the UK. Until last year he was the CEO of Teleperformance in...

Coronavirus Analyst Insights “Plan For 18 Months of Disruption”

April 7, 2020

This analyst discussion recorded on March 18, 2020 explores some of the CX industry issues regarding the COVID-19 pandemic. What do you...

Near Futurist: Retail-The small business strikes back

Customer experience is a tool available to the smaller player as well as the larger enterprise – if only they’d use it,...

Near Futurist: How customer support and CX can be enhanced by artificial intelligence.

March 29, 2020

In the new episode of the Near Futurist, our editor’s independent podcast, Guy Clapperton talks to RealVNC about how customer support and...