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.