CX Files

Mark Walton is the CEO, of Sensée. He is based in Shrewsbury in the UK. Sensée is one of the leading work-from-home customer service specialists in Europe with 17 years experience of managing WFH customer service solutions. In the podcast, Mark looks to the future and the lessons Sensée learned long before the pandemic. https://www.linkedin.com/in/mark-walton-0627a74/ https://www.sensee.co.uk/index.html

Richard Farrand is a senior director at Conduent, based in Kuala Lumpur, Malaysia. He is responsible for the APAC CX business and globally for resource planning. Richard was previously the Global COO for Bank of America IT and BPO systems and before that he was leading IT and BPO inside HSBC. In the interview we talked about how CX is transforming companies and how better design thinking can lead to great CX. https://www.linkedin.com/in/richardfarrand/ https://www.conduent.com/

Special Edition of the CX Files focused on the recent violence in South Africa. What will it mean for BPO and continued confidence in South Africa? Peter Ryan Principal at Ryan Strategic Advisory https://www.linkedin.com/in/peter-ryan-montreal/ Mark Essey CEO, Capability BPO https://www.linkedin.com/in/markessey/ Stephen Loynd Founder and Principal at TrendzOwl https://www.linkedin.com/in/stephenloynd/ Dave Rumble Co-founder, The Knowledge Group https://www.linkedin.com/in/david-rumble-4a4a09b/

Huw Davies is the co-founder and Chief Commercial Officer at Ozone API - Ozone helps banks to plug into Open Banking standards. Huw is on the board of advisers of the Emerging Payments Association and was previously the Ecosystem Development Director at Open Banking - the implementation entity created by the UK government to define and build Open Banking. https://ozoneapi.com/ https://www.linkedin.com/in/huwwilliamdavies/

Numrah Irfan is the VP of Client Success at WatServ. She is based in Toronto, Canada. WatServ is a specialist in advising and implementing cloud computing systems. In this episode, Numrah talks about how companies can use cloud strategies to ensure they always have enough storage and access to computing power. It's a chance to build back better after the pandemic. https://www.linkedin.com/in/numrah-irfan-1904b717/ https://watserv.com/

Lian Rowlands is the director of partnerships at Conversations by Ami. She is based near Swindon in the UK. Ami is a chatbot that has helped millions of customers, but chatbots have a bad reputation. How can it be improved? https://www.linkedin.com/in/lian-rowlands-a26119/ https://www.meetami.ai/

GigCX Discussion In this episode of CX Files we talk to a leading management consultant, a provider of a GigCX platform, and a user of GigCX to ask what is GigCX and why is it taking off in 2021? http://j.mp/gigcx GUESTS ON THIS EPISODE: Vinay Gupta, Senior Expert, McKinsey & Company https://www.mckinsey.com/ https://www.linkedin.com/in/vinay-gupta-b3028a16/ Terry Rybolt, Chief Revenue Officer, LiveXchange https://livexchange.com/ https://www.linkedin.com/in/terry-rybolt-808361/ Mahesh Raghuram, Director of Customer Service, NewAge Products https://newageproducts.com/ca/ https://www.linkedin.com/in/mahesh-raghuram-8600a726/

What is Contact Center Implementation? How do you create a new contact center in 2021? How do captive centers or BPOs enter into new locations and build a contact center? Victor Pereda is CEO of Nearsol, based in Irvine, CA. Nearsol is a BPO, but also has a background in real estate and still advises on how how to build the ideal contact center. https://www.linkedin.com/in/victor-pereda-56068117/ https://nearsol.us/

Alex Mead has a long track record in CX director roles in various brands. He is presently based in Bahrain and is the Executive Director of Customer Service Experience for a new Middle East startup that is still in stealth mode - brand to be revealed in a few months. Alex has been vocal about the sheer number of lists of top 50 or top 100 CX gurus so the CX Files contacted him to find out if there is a better way for us to all judge who are the real experts in CX? https://www.linkedin.com/in/alexmead/

Helen Hickin is the founder and CEO of ICON Communication Centres, based in Prague in the Czech Republic. ICON is focused on CX, inside sales, and account management for B2B brands. Most of the time when we focus on CX strategy we tend to focus on B2C - the end consumers - but B2B remains critically important and has also changed with the pandemic. In this edition, Peter Ryan talks to Helen about what has changed in B2B CX and what is coming next in this space... https://www.linkedin.com/in/helen-hickin/ https://www.theiconadvantage.com/