CX Files

Steve Morrell is the Managing Director of ContactBabel. ContactBabel is an industry analyst firm, which studies the global contact centre and customer engagement industries. They recently published the 18th annual edition of their contact centre decision makers guide, which analyses the customer service industry with feedback from over 200 companies. In the podcast Steve talks about this research, customer demographics, and compares CX in the UK and USA. http://www.contactbabel.com/ https://www.linkedin.com/in/steve-morrell-680b921/ https://www.linkedin.com/pulse/2018-19-uk-contact-centre-decision-makers-guide-now-steve-morrell/

Patrick O' Brien is the UK research director at Global Data Retail and has a long career researching retail trends in the UK and across Europe. Global Data publishes over 15,000 reports and forecasts a year analysing 500,000 companies in 80 different countries. In the podcast, Patrick explains his thoughts on retail trends for 2019 and how CX will play a major role in shaping the future of retail. https://www.linkedin.com/in/patrick-o-brien-741a053b/ https://www.globaldata.com/

Loren Moss is the founder of Unido Digital, based in Medellín, Colombia. He is a CX analyst with expert knowledge of FinTech and Intelligent Automation. In this interview, Loren and I spoke about CX channels and their connection to customer demographics. http://www.unidodigital.com/ https://www.linkedin.com/in/lorenmoss/

Vit Horky is the co-founder and CEO of Brand Embassy, based in Prague. Brand Embassy is focused on helping companies move to digital customer service. He recently published a book titled 'Customer Service in the Transhuman Age' and this podcast is focused on learning more about the book... Where is CX going in 2019 - and beyond? www.brandembassy.com https://hubs.ly/H0g5tND0 www.linkedin.com/in/vithorky

Mark Angus is the CEO of publisher and research company Knowledge Executive, based in Johannesburg, South Africa. Together with Peter Ryan of Ryan Strategic Advisory he is hosting a new conference focused on the companies that deliver CX - CX Outsourcers. In this special bonus edition of CX Files, Mark explains what to expect from the next CX Outsourcers conference which will take place in March 2019 in Windsor, UK. https://www.linkedin.com/in/mark-angus http://www.knowledge-executive.com

Jens Butler is the Director of Services, CX, and Sourcing for Tech Research Asia, based in Sydney, Australia. He is one of the best known analysts focused on sourcing and CX in the region and is in demand as CX analyst and speaker globally. I caught up with Jens to ask for his views in CX trends in 2018 and what to expect in 2019. This is the final CX Files episode focused on looking ahead to 2019 - now we are living 2019! https://www.linkedin.com/in/jensbutler/ http://techresearch.asia/

Melissa O'Brien is the Research Vice President for customer engagement, retail and travel at HfS Research - she is based in Boston, Massachusetts. HfS is known globally as one of the most innovative analyst firms focused on BPO and CX. Melissa looked back at the key CX trends from 2018 and ahead to what we should be expecting as the key trends for 2019. https://www.linkedin.com/in/melissa-o-brien/ https://www.hfsresearch.com/

The final CX Files of 2018! Peter Ryan is Principal of Ryan Strategic Advisory, based in Montreal Canada. Peter talked to me about some of the big CX events of 2018 and what we can look forward to in 2019. Enjoy it and HAPPY NEW CX YEAR! https://www.linkedin.com/in/peter-ryan-2b39b71/ https://ryanadvisory.com/

Steve Weston is the Managing Partner of SK Weston & Co, based in Washington DC. Steve himself has over 25 years consulting experience in the field of CX and BPO and he is known globally as an expert in this area. In this edition, we looked back at CX in 2018 and forward to the main trends worth watching for in 2019. https://www.linkedin.com/in/steve-weston-1843152/

Andrei Lepeyev is the Director of the Software Development Department at IBA Group in Minsk, Belarus. Andrei is leading teams focused on Mainframes, Machine Learning, Robotic Process Automation (RPA), Artificial Intelligence (AI) and explains how these technologies are helping the clients of IBA improve the CX they offer to their customers. https://www.linkedin.com/in/andrei-lepeyev-416a8380/ https://ibagroupit.com/en/ NOTE: IBA HQ is in Prague, although Andrei is based in Minsk.