CX Files

Dave Rizzo is the APAC President of Teleperformance. He participated in a 45-min webinar on 31 March 2020 focused on the Covid-19 coronavirus pandemic - hosted by Mark Hillary. This edition of CX Files is a short clip from the webinar. You can follow this link to hear the entire interview: https://ptdrv.linkedin.com/z68fjbm https://www.teleperformance.com/en-us/solutions/work-at-home https://www.linkedin.com/in/dave-rizzo-7037763/

Pedro Lozano is the EMEA CEO of Sitel Group. Sitel has over 80,000 in their team across the world. Like other CX specialists they are currently in a race to move contact center agents into a work from home environment. In the podcast, Pedro talks about the immediate plans for Sitel, how he is advising clients, and what he sees as the new normal in 2021. https://www.linkedin.com/in/plozanodecastro/ https://www.sitel.com/about/

James Dodkins is better known as the CX Rock Star. He recently launched his Accredited CX Specialist (ACXS) course online. It's great timing as many people have some extra time on their hands at present. In this episode, James explains why the ACXS course is different to other CX accreditation. LinkedIn: https://www.linkedin.com/in/jamesdodkins/ Rockstar CX: https://www.rockstar.cx/ ACXS Course: http://j.mp/rockstarcx

Mark Davies featured on this podcast last year when he was at PA Consulting. He recently joined Hunch, a strategic innovation consulting practice based in London - his own focus is strategic innovation. In this episode we catch up with Mark again to explore how innovation is closely connected to the customer journey and experience. Philip Clarke, the founder and managing partner at Hunch joins the conversation with Mark. http://www.brillianthunch.com/ https://www.linkedin.com/in/tmdavies/ https://www.linkedin.com/in/philipjaclarke/

This is another emergency episode of CX Files focused on how people in the CX industry are reacting to the Covid-19 coronavirus. In this episode, John Devlin, founder and CEO of Ascensos talks about how his company has quickly switched to a work from home model. https://www.ascensos.com/ https://www.linkedin.com/in/john-devlin-ascensos-4731521/

Jim Farnsworth is one of the leading experts on designing work at home CX solutions globally. Based in Denver, Colorado, Jim is the EVP for Business Development at SYKES. In this episode, Jim gives an update on how SYKES has handled the crisis and what CX executives need to do right now and as we start pulling through the immediate crisis - how will their team need to change? https://www.sykes.com/ https://www.linkedin.com/in/jifarnsworth/

BONUS EPISODE: Rob van Herpen is the Chief Customer Officer and North America General Manager of 5CA. 5CA is a CX specialist, based in the Netherlands. 95% of the 5CA workforce works from home so I called Rob to ask for advice on how this works and what advice he would give to managers who need to urgently get their team working from home. Feel free to contact Rob directly if you feel that you could benefit from some work from home advice directly. https://www.linkedin.com/in/robvherpen/ https://www.5ca.com/

Annette Franz is the founder of CX Journey and author of a recently published book titled 'Customer Understanding.' She is based in Orange County CA and is well known internationally as a leading CX expert. She leads CX workshops, coaches individuals or teams, consults and speaks at major conferences. On the podcast Annette explores the themes in her book, especially focusing on customer journey mapping. https://www.linkedin.com/in/annette-franz/ https://cx-journey.com/

This analyst discussion recorded on March 18, 2020 explores some of the CX industry issues regarding the COVID-19 pandemic. What do you need to do to maintain your CX? 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/

Andrew Hall is the Director of Strategic Engagement at Webhelp UK. He just recently joined Webhelp from Capgemini, where he was the head of innovation for customer engagement. Andrew is responding in this podcast to the recent episode on 'Emotive CX' featuring Martin Hill-Wilson. Andrew defends the use of automation and innovation, but also emphasises how to retain the human touch. https://www.linkedin.com/in/andrewghall/ https://www.webhelp.com