CX Files

Victor van Baal is the GTM lead and MD of Qelp at Sykes Digital Services (SDS) and Amahl Williams is a director of SDS. Victor is based in Amsterdam in the Netherlands and Amahl is based just outside of Boston, Massachusetts in the US. In this episode we focused on post-Covid digital transformation, innovation, and automation - including RPA. www.linkedin.com/in/amahlwilliams www.linkedin.com/in/vanbaal www.sykes.com/digital

In this final 2020 episode of CX Files, we brought together some leading CX experts and analysts to look at the key trends in 2020 and what might happen in 2021. Featuring: Marianne Rutz, founder of Rutz Consulting https://www.linkedin.com/in/marianne-rutz-351b0a5/ https://rutzconsulting.com/ Stephen Loynd, founder and principal analyst at TrendzOwl https://www.linkedin.com/in/stephenloynd/ https://www.trendzowl.com/ Peter Ryan, founder and principal of Ryan Strategic Advisory https://ryanadvisory.com/ https://www.linkedin.com/in/peter-ryan-montreal/

Jonas Dahlberg is the CEO and President of Transcom. He is based in Stockholm, Sweden. Transcom has a team of over 26,000 people working across 22 countries using 33 languages. Jonas likes to say that they are big enough to really matter, but small enough to still listen to their clients. In this episode Jonas talks about BPO and CX in the post-covid environment - will contact centers change in 2021? https://www.linkedin.com/in/jonas-dahlberg-033b3925/ https://www.transcom.com/en

Robèrt van Diem is the Senior VP of Operations at 5CA, He is based in the Netherlands. Robèrt has a long history leading operations at companies including Xerox and Conduent before his present role at 5CA. 5CA is an almost exclusively work from home company so in this episode we explore how remote-first really works for 5CA. https://www.5ca.com/ https://www.linkedin.com/in/rob%C3%A8rt-van-diem/

Ian Sanders has had a long career in events and ticketing, most recently as the Senior Commercial Director at Ticketmaster in the UK. Ian is based in Manchester. In this episode, Peter Ryan talks to Ian about how events companies can build close customer relationships and what may happen to the industry in a post-covid environment. Ian is also host of the Cold War Conversations podcast - one of the most popular history podcasts globally, go and subscribe to that one after you hear his thoughts on CX! https://www.linkedin.com/in/ian-sanders-mcr/

Paula Kennedy-Garcia is VP of Strategic Projects and Corporate Strategy at Concentrix. She leads the Concentrix Gig platform - Solv. In this episode, Paula gives an update on Solv, WFH, GigCX more generally, and what she is planning for 2021. https://www.linkedin.com/in/paula-kennedy-garcia-1b90b81/ https://www.solvnow.com/

Terry Rybolt is the Chief Revenue Officer at LiveXchange. He is based in Boston, MA. LiveXchange was one of the earliest Gig CX platforms and they continue to define the #GigCX environment. Terry recently co-wrote a book titled 'GigCX: Customer Service In The Twenty First Century' https://www.linkedin.com/in/terry-rybolt-808361/ https://livexchange.com/ http://j.mp/gigcx

Shannon Burch is the Contact Center Director at Western Financial Group, based in Alberta, Canada. Shannon has deep experience of managing customer experience in Canadian financial service companies and she has managed CX in smaller high-growth companies AND large established banks. In this episode Shannon will talk about the difference between these types of organization and the differences in CX strategy they require. https://www.linkedin.com/in/shannon-burch-1321ba12/ https://www.linkedin.com/company/westernfinancialgroup/

Scott Newman is the founder and CEO of Transparent BPO. He is based in Maryland, US, although Transparent has extensive operations in the Philippines and Belize. In this episode, Scott talks about WFH going permanent, WFH security, and how smaller BPOs will build more CX resilience and agility for their clients in 2021. https://transparentbpo.com/ https://www.linkedin.com/in/scott-newman-01381021/

Ahmed Refky is CEO of Raya Contact Center, based in Cairo, Egypt. In this edition we look at CX in Egypt and how the region has recovered from the Egyptian Revolution almost a decade ago. https://www.linkedin.com/in/ahmedrefky/ https://rayacc.com/