CX Files

What's happening in Belarus and how does it affect the wider IT and CX business community? On this episode, three experts on Belarus, and the region, discuss the recent disputed election and the subsequent turmoil in Eastern Europe. Featuring: Michael Zdanowski Head of Energy & Environment at Madano https://www.linkedin.com/in/michael-zdanowski-2545322/ https://madano.com/ Andrew Wrobel Founding partner of Emerging Europe https://www.linkedin.com/in/andrewwrob/ https://emerging-europe.com/ Peter Ryan Principal at Ryan Strategic Advisory https://www.linkedin.com/in/peter-ryan-montreal/ https://ryanadvisory.com/

Kelvin Plomer is director of player experience at Jagex, based in Cambridge in the UK. Jagex is well known for their classic RPG, Runescape, but they have several other games in their portfolio. In this episode Kelvin talks about managing player experience and how this differs from traditional CX. He talks about supporting players and employees mental health and the post-Covid WFH experience. Gaming is a positive experience for most players, but where can problems develop? https://www.linkedin.com/in/kelvin-plomer-a3142913/ https://www.jagex.com/

Are you remote-friendly or remote-first? What's the difference? Trust and transparency to start with. Zoom Happy Hours are not going to make a difference if you don't build a culture that embraces everyone in your distributed team and measure them by output - not hours at the desk. 5CA is almost 100% WFH - all the agents are WAHA. Their B2B sales head Marcel Stroop talks to CX Files about how you can embrace remote working and how it can improve CX. www.linkedin.com/in/marcelstroop www.5ca.com

Simon Dillsworth is the Managing Director for Consulting at Ember Group, based in London, UK. Ember Group recently published a research paper on the opportunities around a combination of CX and the gig economy - analysts are already calling this GigCX. On the podcast, Simon explains why GigCX is happening now and the opportunities it creates. https://www.linkedin.com/in/simon-dillsworth-sd/ https://www.embergroup.co.uk/

Merijn te Booij spent the past 4 years as the CMO of Genesys. Since last month he has been the EVP and GM for Employee Engagement. Genesys offers contact centre technology solutions from cloud to chatbots to personalisation with AI. The company is based in California, but has a presence in over 100 countries. In the podcast, Merijn talks about the evolution of WFH, the tech needed to get it right, new metrics, and how to engage with blended CX solutions. www.linkedin.com/in/merijntebooij www.genesys.com

Lynda Arsenault is a partner focused on investment attraction at FDI Business Diplomacy, based in Canada. CX, BPO, and Shared Services are all regularly involved in helping regions create jobs and boosting the local economy. How do these regions make their offer more attractive so they can encourage companies to invest there and how has Covid-19 affected investment flows? Dubai DAFZA Webinar: https://j.mp/30mslFS https://www.linkedin.com/in/lynda-arsenault/ https://www.fdibd.com/

Dr Julian Raabe is an expert partner at McKinsey & Co, based in Munich, Germany. He leads the McKinsey customer operations practice for Western Europe. In the podcast, Julian talks about recent McKinsey research in hyper-personalization, omnichannel, innovation, digital transformation, and the 'next normal' for BPO and contact centers. http://mckinsey.com www.linkedin.com/in/dr-julian-raabe

The CX Files episode for July 10 with Dr Julian Raabe of McKinsey will appear in your podcast app on Monday July 13. Sorry for the delay, but it will be with you soon! www.mckinsey.com www.linkedin.com/in/dr-julian-raabe

Luuk Houtepen is the BD Director for SThree DACH and Chairman of APSCo Germany - The Association of Professional Staffing Companies. He is based in Munich. SThree is one of the largest global recruitment companies, focused primarily on technology and STEM. Luuk recently told me that the contact center industry has been hiring a lot more technology specialists - so in this edition of CX FIles I asked him about the trend for more tech in the contact center. https://www.linkedin.com/in/luukhoutepen/ https://www.sthree.com/

4,133 Participants 25 locations 7 countries What do they really think about working from home? Brian Kearney and Ted Nardin are the co-founders of 5th Talent. Their mission is to make work more meaningful, so they asked thousands of contact center workers what they really think about working from home. REPORT: https://bit.ly/wfh5thtalent www.5thtalent.com www.linkedin.com/in/briankearney-meaningfulwork www.linkedin.com/in/tnardin