CX Files

Wendy Shlensky is the Global Head of PR and AR at Hinduja Global Services (HGS), based in New York. Wendy was a speaker at the recent CXOutsourcers event in Windsor, UK, so I called to catch up on her conference takeaways and views on the future for BPO and CX in 2019. https://www.linkedin.com/in/wendyshlensky/ https://www.teamhgs.com/ https://knowledge-executive.com/cxoutsourcers/

Ed Thomas is the Principal Analyst for technology thematic research at GlobalData PLC. He was recently speaking about AI and CX at the CX Outsourcers conference in Windsor, UK. After his talk, I asked Ed to explain some of his thoughts about AI for the podcast. Are companies really getting value from AI today? Listen to Ed's thoughts here… https://www.linkedin.com/in/edgthomas/ https://www.globaldata.com/ https://knowledge-executive.com/cxoutsourcers/

Miya Knights is the head of industry insight at Eagle Eye Solutions. She is the director and publisher of retail technology magazine. She has a long history in both retail and technology journalism and analysis and she is the co-author of a recent book titled Amazon - how the world's most relentless retailer will continue to revolutionise commerce. Miya talked to CX Files on the edge of the CXOutsourcers conference, hence the occasional background noise on this edition of the podcast. https://www.linkedin.com/in/miyaknights/ http://www.retailtechnology.co.uk/

Peter Ryan is the Principal Analyst at Ryan Strategic Advisory and is a great friend of CX Files. On Monday March 25th he presented the latest RSA research - the 2019 Front Office BPO Omnibus Survey. This outlines the most popular locations for contact centres globally. In a CX Files exclusive this episode is being released earlier than usual so it is published simultaneously with his live speech at the CX Outsourcers conference in Windsor, UK. https://ryanadvisory.com/ https://knowledge-executive.com/cxoutsourcers/

Maxine Holt is a research director, leading the security practice at industry analyst Ovum. Maxine will be delivering a keynote speech on trends in cybersecurity at the CXOutsourcers conference in Windsor on March 25th. In this podcast we explore some of the issues around protecting customer data and how GDPR is looking, one year into enforcement. https://www.linkedin.com/in/maxineholt/ https://ovum.informa.com/ https://knowledge-executive.com/cxoutsourcers/

David Rumble is a Managing Partner at GoBeyond, a consulting firm based in the the UK that specialises in complex CX transition. Dave is a well known international expert on offshore outsourcing and he will be speaking about offshoring strategies later this month at the CX Outsourcers Mindshare event in Windsor, UK. In the podcast I asked Dave about some of the current trends around offshoring and CX, especially the main drivers for offshoring today and how companies are coping with different service delivery models, such as the cloud. https://gobeyond.uk.com/ https://www.linkedin.com/in/david-rumble-4a4a09b/ https://knowledge-executive.com/cxoutsourcers/

Nuno Horta is head of innovation at Grupo Ageas, based in Lisbon Portugal. Ageas is based in Belgium and is the largest insurance company there although they operate across 14 different countries. Nuno talks about how insurance is changing and how insurance companies can improve the customer experience through the use of emerging technologies and just redefining their role in the life of the customer. www.linkedin.com/in/nunorhorta/ www.grupoageas.pt

Tamar Ravelli is an international recruitment consultant at Talingual. Talingual is a recruitment company, based in Belfast, focused on helping contact centres find staff, particularly multilingual centres who need people that are prepared to relocate for their job. Talingual published research suggesting that the place that young Germans want to live and work most is England. Given the uncertainty over Brexit I thought this sounded strange so I called her to ask about the research. www.talingual.com www.linkedin.com/in/tamar-ravelli-a384482

Mike Havard is Director of Ember Group. Ember Group is a customer engagement and CX professional service business based in the UK. Mike talked about how brands can become service champions and how Brexit is affecting CX in the UK. Mike was on the coast near Vancouver, Canada during this recording therefore you may hear gulls! www.embergroup.co.uk www.linkedin.com/in/mike-havard-5913401 http://knowledge-executive.com/cxoutsourcers

Atul Vashistha, is the Chairman and CEO of Neo Group. Neo Group was founded in 1999 and is a US-based consulting and advisory firm focused on global services and sourcing. Atul has written three books about globalisation and sourcing and he is on the US Department of Defense Business Board - an advisory body that provides the US government with private sector expertise. In the podcast Atul talks about managing the risk of working with other companies who deliver services to your customers. http://www.neogroup.com/ https://www.linkedin.com/in/atulvashistha/