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CX Files

CX Files features your hosts, CX industry analysts Mark Hillary and Peter Ryan, speaking each week to leading analysts, thinkers, and practitioners focused on managing the Customer Experience (CX). In each episode Mark and Peter talk to their guests about the future of CX, the important trends, and what customers really expect from brands today.

info_outline Paula Kennedy Garcia - CX Digital Delivery 04/18/2024
info_outline Alex Mead - Total CX - Bahrain For Nearshore And Offshore CX 04/11/2024
info_outline Nirali Amin - LivePerson - The State Of Customer Conversations And The AI Gap 04/04/2024
info_outline Chris Hague - yoummday - CCW Berlin Feedback And The Future Of CX 03/28/2024
info_outline Rod Jones - "75 Not Out" And Looking Back At Half A Century Of CX 03/21/2024
info_outline Matt Kendall - BPO Bullhorn - A New Newsletter For The BPO & CX Community 03/14/2024
info_outline Dr Lollie Mancey - UCD Innovation Academy - Resilience And Work/Life Balance In The CX Workplace 03/07/2024
info_outline Bruce Winder - The Future Opportunities And Challenges For CX In Retail 02/29/2024
info_outline Vaishali Dialani - Konabos - CX And Data-Driven Analytic Decisions 02/22/2024
info_outline Rob Dwyer - Happitu - What Can We Learn From CX Podcasting? 02/16/2024
info_outline BONUS - Sensée Buys The Contact Company ... CX Files talks to both CEOs 02/08/2024
info_outline Mike Harfield - Sigma Connected - Developing Great Career Options For CX Teams 02/08/2024
info_outline Nina Čaprić - NCR Voyix - How BPOs Can Manage Government Relationships 02/01/2024
info_outline Jo Garland : Remote Employee Engagement In Contact Centers (WFH) 01/25/2024
info_outline Randy Arellano - DATAMARK - BPO Has Transformed In The 2020s And This Change Favors Mid-Size CX Experts 01/19/2024
info_outline More Than AI: The Less Obvious CX Predictions For 2024 01/11/2024
info_outline CX Files Year In Review: Mark Hillary and Peter Ryan look back at 2023 12/21/2023
info_outline Adrian Swinscoe - Punk CX - Defining A Punk Future For CX 12/14/2023
info_outline Southeastern - Managing CX For A Railway And Building A Great CX Partnership 12/07/2023
info_outline Sidharth Mukherjee - Teleperformance - How CX Can Really Use Generative AI 11/30/2023
info_outline Andrew McNeile - ThinScale - WFH Security And How Covid Changed BPO Forever 11/23/2023
info_outline Sagufta Janif - Outsource Fiji - How Is A South Pacific Island Nation Succeeding At BPO? 11/16/2023
info_outline Chris Hague - Yoummday - Is Traditional BPO Dead Or Just Evolving? 11/09/2023
info_outline Nerys Corfield - Injection Consulting - What's Going Wrong With Digital CX? 11/02/2023
info_outline Dianne McCoubrey - Grypp - The Future For Video In Customer Service Interactions 10/26/2023
info_outline Mike Butler & David Neale - Nutun CX - When ESG And CSR Lead To A Dramatic Improvement In CX 10/19/2023
info_outline Diane Edwards - Mona School of Business & Management - Data Protection In Jamaica 10/12/2023
info_outline Michele Rowan - WFH Alliance - Is WFH And Hybrid Now Permanent In CX And BPO? 10/05/2023
info_outline Terry Rybolt - LiveXchange - GigCX And The Benefits Of A Flexible Workforce 09/28/2023
info_outline Beza Tekola - Suture BPO - Improving The Patient Experience In Healthcare 09/21/2023