loader from loading.io

Paula Kennedy Garcia : Trust & Safety in CX

CX Files

Release Date: 02/25/2022

Daniel Hay - Dow - Designing A Fantastic B2B Customer Experience show art Daniel Hay - Dow - Designing A Fantastic B2B Customer Experience

CX Files

Daniel Hay is the CX and Digital Transformation Leader at Dow (Latam). He is based in São Paulo, Brazil. With a 125-year history, Dow is one of the largest chemical producers in the world with products that include plastics, chemicals, and agricultural products - it's an enormous global B2B operation and Daniel explains how they have learned from B2C approaches to CX and how B2B is slightly different. 

info_outline
Faye Joubert - iSON Xperiences - CX Partnerships After The Pandemic show art Faye Joubert - iSON Xperiences - CX Partnerships After The Pandemic

CX Files

Faye Joubert is VP of Service Delivery at iSON Xperiences. She is based in Johannesburg, South Africa. Faye talked to Peter about the importance of CX and BPO partnerships, especially in the post-pandemic business environment where so many industries are coping with a rapid wave of change.

info_outline
Nadia Pace - Coaching for Success in CX show art Nadia Pace - Coaching for Success in CX

CX Files

Nadia Pace is a board advisor and executive mentor - she holds non-executive positions on several corporate boards. She is based in Malta. As a former CEO and with extensive CX experience, Nadia often advises on how to create success in the CX environment so Peter called to ask for her top advice.  

info_outline
Steven Van Belleghem - The Future of Customer Loyalty And CX show art Steven Van Belleghem - The Future of Customer Loyalty And CX

CX Files

Steven Van Belleghem is an author and keynote speaker with a strong focus on CX. Based in Belgium, Steven has now written four books focused on CX and has spoken at around 1,000 events in over 40 countries. In this episode of CX Files, Steven talks to Mark Hillary about the ideas contained in his most recent book and how customer loyalty will evolve in future.

info_outline
Paul O'Hara - Teleperformance - It's Time To Truly Value CX Partnerships show art Paul O'Hara - Teleperformance - It's Time To Truly Value CX Partnerships

CX Files

Paul O'Hara is EVP of Business Development at Teleperformance EMEA. He is based in the Newcastle area of the UK. Paul is on a mission to demonstrate the true value of great CX partnerships. Good CX can create value AND revenue and should not be seen as a cost to a business - if you design CX effectively then it can not only lead to happy customers, it can create more profit! Paul talked to Mark Hillary about a recent blog he wrote on this subject and how CX can be seen as more strategic than just contact center processes.  

info_outline
Wiktor Doktór - Pro Progressio - CX And BPO In Poland And The CEE Region show art Wiktor Doktór - Pro Progressio - CX And BPO In Poland And The CEE Region

CX Files

Wiktor Doktór is the founder and CEO of Pro Progressio, he is based in Warsaw, Poland. Pro Progressio supports the BPO and CX industry in Poland with research, advisory work, and events. Peter talked to Wiktor during a recent Pro Progressio event in Gdańsk about the CEE region and opportunities in Poland.

info_outline
The Top 5 Offshore BPO Destinations In 2022 show art The Top 5 Offshore BPO Destinations In 2022

CX Files

The Ryan Strategic Advisory Front Office BPO Omnibus Survey for 2022 is now published! In this edition of CX Files, Peter talks about the results - focusing on the top 5 countries globally - with a panel of leading global BPO and CX experts... the guests on this episode are: Peter Ryan Sean Goforth David Rumble Steve Weston Andrew Wrobel Ann Harts Marianne Rutz Rolana Rashwan

info_outline
Jacqui Turner - Coaching For CX Success And Leadership show art Jacqui Turner - Coaching For CX Success And Leadership

CX Files

Jacqui Turner is the founder of Turner Corner Learning Solutions, based in the UK. She specialises in customer service and team leader coaching. Peter called Jacqui to explore the role of coaching and the evolving role of the agent inside customer service solutions. Jacqui started a regular LinkedIn post called the 'Customer Service Dancing Queen' where she dances to music and talks about customer service issues every Friday. It started during the pandemic lockdowns, but continues to be popular today!  

info_outline
Ivan Kotzev - NelsonHall - CX Innovation & Transformation show art Ivan Kotzev - NelsonHall - CX Innovation & Transformation

CX Files

Ivan Kotzev is a research analyst at NelsonHall - he is focused on CX transformation. In this episode, Ivan looks to the future. How is CX transforming in the post-pandemic environment and which technologies and innovations should you be watching out for?  

info_outline
Mike Pipicello - GlobalStep - CX For Games And Gaming show art Mike Pipicello - GlobalStep - CX For Games And Gaming

CX Files

Mike Pipicello is the VP of Client Services for GlobalStep. He is based in Montreal, Quebec, Canada. GlobalStep is focused on gaming and digital services so in this edition we are focused on games and player experience - is this hi-tech sector ahead of other industries for CX design?

info_outline
 
More Episodes

Paula Kennedy Garcia is the global head of Trust & Safety and Content Moderation at Concentrix. Paula is based in Belfast.

In this episode, Paula explains to Peter the importance of a T&S strategy and how it's essential to protect both customers and employees when managing content moderation.

https://www.linkedin.com/in/paula-kennedy-garcia-1b90b81/

https://www.concentrix.com/