CX Files

Rob van Herpen is the Regional Vice President for North America at 5CA. He is based in North California. 5CA has a two-decade history of work-from-home (WFH) CX and Rob was here on CX Files a year ago helping companies quickly move to WFH in the early stages of the pandemic. Now he is back and talking more strategically about how WFH will evolve, embracing hiring from anywhere and 'fans of brands.' https://www.linkedin.com/in/robvherpen/ https://5ca.com/

The CX rules have been rewritten by the Covid-19 pandemic. That's the conventional wisdom, as analysts talk about the New Normal... but Rick Denton, the Managing Principal of EX4CX says we should not forget what has not been changed by Covid. Rick is based in Dallas, Texas, and on this episode of CX Files he talks about what we need to focus on to build a post-pandemic CX strategy. https://www.linkedin.com/in/rickdenton/ https://www.ex4cx.com/

The Ryan Strategic Advisory annual BPO survey will be published next month - featuring the most desirable global BPO locations. In this preview Peter Ryan talks to Lian Rowlands from Conversations by Ami (UK), Dave Rumble from The Knowledge Group (UK), and CX analyst Jesús Hoyos (USA) on what makes a great post-Covid BPO destination. https://www.linkedin.com/in/lian-rowlands-a26119/ https://www.meetami.ai/ https://www.linkedin.com/in/jesushoyos/ http://cx2advisory.com https://www.linkedin.com/in/david-rumble-4a4a09b/ https://www.linkedin.com/company/welovetoknow/about/

Randy Arellano has a long history in CX - he has worked at several of the major CX suppliers. In 2018 he joined Auxillium with the mission of making high quality CX available to smaller companies and start ups. His mission was to take the standards and processes used by the big players and to apply this to smaller projects. In this episode, Randy describes how he managed to achieve this goal and how a CX supplier can serve a client even when they are only working with a few agents. Randy is based in Denver, Colorado. https://www.linkedin.com/in/randyarellano/ https://auxilliumusa.com/about-us/

Stuart Ravens founded Corax Insights in London at the start of 2021, but he has a long history as an industry analyst (Navigant and Ovum) focused on energy and utilities. In this episode of the podcast, Stuart talks about the transition to renewable energy and the relationship between energy companies and their customers - do energy companies even think about the customer experience at all? https://www.linkedin.com/in/stuartravens/ https://www.coraxinsights.com/

William Carson is the director of market engagement at Ascensos. He is based in London and away from Ascensos he is also a frequent CX commentator and council member of the GSA. Ascensos has a strong focus on retail CX so in this episode CX Files talks to William about the failure of department stores and the dramatic rise of brands such as Shein, BooHoo, and Asos. How does CX work in a modern retail industry? www.ascensos.com www.linkedin.com/in/william-carson-ascensos www.gsa-uk.com/Associates

Jim Farnsworth is a veteran of the CX industry. He is currently an Executive Vice President at SYKES and is well known as one of the leading thinkers in the business. He is based in Denver, Colorado. In this interview, Jim talks about the adaptation of CX and contact centers and how modern CX needs to embrace the role of the agent - they are on the frontline and they are the experts. https://www.linkedin.com/in/jifarnsworth/ https://www.sykes.com/

Ted Nardin and Brian Kearney founded research and advisory firm 5th Talent and are based in the US. During the Covid-19 pandemic they asked 4,000 contact center agents about their WFH experience. Now they are back with new research focused on what CX leaders have learned and need to know about WFH. https://www.5thtalent.com/work-at-home-study-november-2020 https://www.5thtalent.com/post/what-leaders-should-know-about-work-at-home-fatigue https://www.linkedin.com/in/briankearney-meaningfulwork/ https://www.linkedin.com/in/tnardin/ https://www.5thtalent.com

Nate Brown is the Chief Experience Officer at Officium Labs and the co-founder of the CX community CX Accelerator. He is based in Nashville Tennessee. In this episode, Nate talks about the people who work in CX. How do we fix the "minimum wage" reputation of CX and how do companies attract the best talent and start treating them like experts? https://www.officiumlabs.io/ https://www.linkedin.com/in/cxaccelerator/ https://www.cxaccelerator.com/

GigCX is often compared to traditional contact centers or BPO, but there is an opportunity to re-think how customer service is designed throughout the entire customer journey. Megan Neale is co-founder and COO of Limitless Technology, based in London. She explains how the Limitless platform works and how we need to re-think GigCX and what it can offer. www.linkedin.com/in/meganneale-belimitless www.limitlesstech.com