CX Files

Syamant Sandhir is Director of learning and technology at Futurescape, based in Gurgaon, India. Futurescape is focused on helping companies meet Environmental, Social and Governance goals (ESG), with a focus on how issues such as sustainability affect the customer experience. In this episode we explore CX and sustainability. https://www.linkedin.com/in/syamant/ https://www.futurescape.in/

Audrey William is a Principal Advisor at Ecosystm, based in Sydney, Australia. She recently published a research paper on the contact centre industry in 2019. In this episode Audrey talks about contact centres, apps, personalisation, and the importance of great customer journey analytics. https://www.linkedin.com/in/audrey-william-3a4a04/ https://www.ecosystm360.com/

Marianne Rutz founded Rutz consulting over 20 years ago and she had advised companies such as Hertz, Thomas Cook, Ralph Lauren and Banco Santander. She is based in Stirling, in Scotland. Her focus is operational excellence for contact centres and she also hosts a podcast titled The Operational Excellence Show. I asked Marianne to tell me about some of the problems of trying to shift very quickly to a work from home strategy - just as many companies are doing right now. https://rutzconsulting.com/ https://www.linkedin.com/in/marianne-rutz-351b0a5/

Yoni Epstein is the founding chairman and CEO of itelBPO, based in Montego Bay, Jamaica. ItelBPO has become a leader in the nearshore BPO industry in recent years with a move into Mexico, the Bahamas, work from home agents in the USA itself, and a new centre under construction in St Lucia. I called Yoni at his home to catch up on the effect on his business, the nearshore market in general and what he is advising his clients to do right now. https://itelbpo.com/ https://www.linkedin.com/in/yoni-epstein-94213831/

Mike Aoki founded Reflective Keynotes almost 20 years ago. The company is based in Toronto Canada and is focused on customer service and sales training as well as advisory work. Mike has a strong focus on helping teams to blend customer service with sales so in this episode we focused on some of the issues this can cause. https://www.linkedin.com/in/mikeaoki/ https://twitter.com/mikeaoki

Matt Sims is the founding director of 4t4Consult, based in the UK. Until last year he was the CEO of Teleperformance in the UK and South Africa. In this episode of the podcast Matt takes us on a journey from talking about the difficulties of an overnight pivot to a work from home strategy to the future new normal for the CX industry. https://4t4consult.co.uk/ https://www.linkedin.com/in/matthew-sims-7892542/

Nic Marshall is the CEO of Res-Q, based in Hull in the UK. Res-Q is an owner-operated contact centre company with around 1,100 agents over two sites in the UK. In this episode of CX Files, Nic talks about Res-Q reacted to the crisis and where he sees the new normal in future. www.resqcs.co.uk https://www.linkedin.com/in/nic-marshall-67072111/

This analyst discussion recorded on April 6, 2020 explores some of the CX industry issues regarding the COVID-19 pandemic. What do you need to do now and how long will this last? Peter Ryan (Canada) Principal, Ryan Strategic Advisory https://ryanadvisory.com/ https://www.linkedin.com/in/peter-ryan-montreal/ Stephen Loynd (USA) Principal, Trendzowl https://www.trendzowl.com/ https://www.linkedin.com/in/stephenloynd/l Mark Hillary (Brazil) CEO, Carnaby Content www.carnabysp.com https://www.linkedin.com/in/markhillary/ Rod Jones (South Africa) Founder, Rod Jones Consulting https://rodjones.co.za/ https://www.linkedin.com/in/rodjonessouthafrica/

Brendan Kiely is the CEO and co-founder of ThinScale, based in Dublin, Ireland. ThinScale is one of the fastest growing technology companies in the areas of Windows thin client, desktop virtualization and server-based computing. This technology is vital for building a secure work-from-home strategy and most of the major CX companies use ThinScale to deliver a work-at-home-agent (WAHA) solution. Brendan talks about the advantages of WAHA and how the technology keeps customer data secure. https://www.linkedin.com/in/brendanjkiely/ https://www.thinscale.com/

Audrey William is a Principal Advisor at Ecosystm, based in Sydney, Australia. Before Ecosystem Audrey spent over 18 years at Frost and Sullivan so she is well known as an experienced and insightful industry analyst A few days ago Audrey published a blog on LinkedIn focused on BCP for contact centres. In the podcast she talks about the article and gives advice on BCP. https://www.linkedin.com/in/audrey-william-3a4a04/ https://www.ecosystm360.com/