CX Files

James Dodkins is better known as the CX Rock Star. He blends music and business insight when helping companies improve their CX. Customer Experience magazine recently called him the #1 CX Influencer in the UK. In this episode we discuss how companies need to change so they function more like a football team, how to hire the right people for great CX, and how to explore collaboration. https://www.linkedin.com/in/jamesdodkins/ https://www.rockstar.cx/

Gary Slade is the UK and South Africa CEO of Teleperformance. In over 30 years working in CX he believes that this is the most exciting time to be in the industry. In the interview Gary talks about security, offshoring, content moderation, innovation, and work at home agents - it's a real look ahead to CX trends in 2020! https://www.teleperformance.com/ https://www.linkedin.com/in/garyslade1/

Peter Ryan is the principal analyst at Ryan Strategic Advisory, based in Montreal Canada. Peter is well-known globally as a leading expert on CX and he is almost always on the road visiting companies all over the world. In this end of year episode Peter talks about 2019 and what to look for in 2020 - happy new year! https://ryanadvisory.com/ https://www.linkedin.com/in/peter-ryan-montreal/

Stephen Loynd is the principal analyst at TrendzOwl, based in Washington DC. He is a well-known global CX commentator and in this episode he looks back at some key events in 2019 and predicts what to look for in the CX industry in 2020. https://www.trendzowl.com/ https://www.linkedin.com/in/stephenloynd/

Daniel Hong is VP & Research Director, Digital Customer & Collaboration Practice and Healthcare Practice at Forrester Research, based in San Francisco. In this episode Daniel explores his thoughts on RPA, AI, automation more generally, and how roles and responsibilities are changing in the CX environment. He also looks ahead to CX trends worth watching in 2020. http://forrester.com/ https://www.linkedin.com/in/danielhong1/

John Devlin is the Founder and CEO of Ascensos. He is based in the UK and spoke to CX Files from his office in Romania. John talks about retaining the human touch in CX, even in the face of so many emerging technologies. He also explores retail CX, using RPA to reduce repetitive tasks in the contact centre, and how Amazon may change all our shopping habits with the Echo. https://www.linkedin.com/in/john-devlin-ascensos-4731521/ https://www.ascensos.com/

Rachel Robinson is the Executive Vice President of Public Sector Services at Teleperformance, based in Bristol UK. Rachel recently published an opinion paper titled 'The Future For Government Contact Centre Services' and so in this episode we explore the difference between public sector bodies serving citizens and private sector companies servicing customers. Click on Rachel's LinkedIn here to access the paper: https://www.linkedin.com/in/rachel-robinson-003a3546/ https://teleperformance.com/

BONUS EPISODE! Peter Ryan leads a conversation with Felix Serrano and Adrian Smith based on their recent visit to the BPESA Global Business Services Investor Conference in Durban. Felix Serrano Co-Founder & Chief Executive Officer at Activus Connect https://www.linkedin.com/in/felixserrano3/ https://activusconnect.com/ Adrian Smith Chief Executive Officer / CEO of ATAC Inc. https://www.linkedin.com/in/atacinc/ https://www.atacinc.ca/ Peter Ryan Principal at Ryan Strategic Advisory https://ryanadvisory.com/ https://www.linkedin.com/in/peter-ryan-montreal/

Colson Hillier is the Chief Marketing Officer at Alorica, based in New Jersey, US. Alorica is a global CX company with over 100,000 employees - the largest CX specialist based in the US. Colson talked on this podcast episode about the need to manage automation projects and digital transformation. https://www.linkedin.com/in/colsonhillier https://www.alorica.com

Nicky Pharaoh is the Managing Director and owner of The Learning Curve - a people assessment and development company focused on behavioural change inside companies. Nicky talks on the podcast about employee behaviour and how management structures can be applied inside customer service organisations. - what is changing in modern companies? www.linkedin.com/in/nickypharoah/ www.tlcglobal.co/