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.
Professor Moira Clark - Henley Business School - Customer TLV And Building Back Better CX
Professor Moira Clark is a Professor of Strategic Marketing at Henley Business School in the UK. She is also the founder and director of the Henley Centre for Customer Management.
In this episode Professor Clark explores the need to build back better post-pandemic CX and also the total lifetime value of customers.
Tijana Dmitrovic - Contact Service - How To Build A Career In CX
Tijana Dmitrovic is the CEO of Contact Service based in Belgrade, Serbia.
She started out in the industry as an agent and is now in the c-suite so how can more CX focused organizations offer a stronger career path to their employees? Tijana talks to Peter Ryan about her own experience and how Contact Service aims to help people build long-term CX careers.
Darren Arnold & George Todd - Intersect-HP - Genuine Employee Engagement In CX
Darren Arnold and George Todd are the founders of Intersect-HP in South Africa. Their mission is to create genuine employee engagement for customer service teams.
Why do so many companies say they value their team yet fail to really engage them?
Jo Causon - ICS - Building Back With Better CX
Jo Causon is the CEO of the Institute of Customer Service - she is based in London in the UK.
The ICS is the UKs independent professional customer service body. They offer professional qualifications along with research, advice, and they regularly lobby the government and media on CX standards.
In this episode Jo talks about building back with better CX as we emerge from the pandemic.
Mark Trimble - Powerland - CX And The Cloud
Mark Trimble is a Senior Account Executive at Powerland based in Saskatoon, Canada. Powerland is an IT services provider focused on cloud-based services and they have extensive experience working with BPO and CX clients. In the podcast Mark talks about how the cloud and SaaS model is changing CX.
Vidya Ravichandran - Glowtouch - Diversity And Inclusion In CX and BPO
Vidya Ravichandran is President of Glowtouch Technologies, based in Louisville, Kentucky, US. GlowTouch is a strategic outsourcing partner, providing personalized contact center, BPO, and ITO solutions.
In this episode, Vidya talks about the importance of Diversity and Inclusion in the CX industry. Why should CX companies pay attention to diversity and is more inclusion better for business?