CX Files

Simon Dillsworth is Executive Business Partner at Praxidia, which is a management consulting firm spun out of CX firm Teleperformance at the start of 2018. Simon has a long track record in both management consulting and CX and the Praxidia team will be speaking at the CX Tech conference in London on October 12th. I will be speaking at the event and my focus is how the CX specialists are charging for emerging technologies and automation. I caught up with Simon to get his thoughts on this subject. NOTE: At one point Simon says "per hour per hour" instead of "per hour per FTE" - just as clarification. http://cxtech.events https://www.praxidia.com/

Matt Sims has spent his entire career focused on designing customer experience. He is now the CEO of Teleperformance UK and South Africa. Teleperformance is possibly the largest CX-focused company in the world with 223,000 employees, located in 76 countries, and revenue just below of $5bn. The Teleperformance UK team will be speaking at the CX Tech event in London on October 12, focused on the human-AI connection and how humans are unlikely to be entirely replaced by AI in the near future for CX tasks. In this podcast we explore this subject - are the robots really taking over? www.teleperformance.com http://cxtech.events

Calum Chace is an expert on artificial intelligence (AI). He graduated from Oxford university after studying philosophy and found that the science fiction books he loved were really just philosophy in fancy dress. Calum has now written several books on AI and is in demand globally as an expert speaker and advisor. He will be speaking at the CX Tech event in London on October 12. https://cxtech.events/ https://amzn.to/2QqnsWx https://calumchace.wordpress.com/

This episode features Daniel Hulme. Daniel is the CEO of Satalia, a London-based company that provides Artificial Intelligence solutions to solve industries hardest problems. He is also the Director of UCL's Business Analytics MSc, applying Artificial Intelligence to solve business, governmental and social problems. He is a serial speaker for Google and TEDx, and is a faculty member of Singularity University. Both Daniel and I will be speaking at the CX Tech conference in London on October 12. Go to cxtech.events for more information. Daniel talks about Big Data, AI, and how humans and intelligent systems can work together to improve CX. www.satalia.com cxtech.events

In this edition of the podcast I'm really pleased to be speaking with one of the most important experts and advisors on customer experience strategy globally - Shep Hyken. Shep is a best selling author, trainer, advisor, speaker and all round expert on CX. He advises several Fortune 100 companies and has been focused on this for over 35 years now. Anyone that has searched LinkedIn or Twitter for information on CX will know Shep because he is a very active publisher. In our conversation we covered a wide range of topics from the customer journey, the changing nature of the agent job, tools that can help to improve CX, and how executives can focus on productivity in addition to improving CX. Visit Shep's website for more information: http://www.Hyken.com

Peter Ryan, is the Founder of Ryan Strategic Advisory. He is one of the most respected CX analysts in the world today and is constantly on the road, either advising clients or speaking at conferences. In this interview, Mark Hillary speaks to Peter about CX and automation. How are tools such as AI and RPA affecting CX and how are companies pricing all these new technologies?

In this bonus episode before the season of interviews begins, Mark Hillary asks if the regional trade associations charged with promoting CX and BPO around the world are actually doing their job - or just stuck in the past?

It's CX Files featuring your host, Mark Hillary. This podcast will feature the best thinkers and leaders in Customer Experience (CX) globally. There are no ads, just great content, so subscribe today.