CX Files

著者： Mark Hillary and Peter Ryan
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  • サマリー

  • 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.
    (C) IT Decisions and Carnaby Content 2018-2024
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あらすじ・解説

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.
(C) IT Decisions and Carnaby Content 2018-2024
マネジメント 経済学
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エピソード
  • John Dinardo - Nordia - BPO In Canada And Beyond 🇨🇦

    John Dinardo - Nordia - BPO In Canada And Beyond 🇨🇦
    2024/11/14

    John Dinardo is the CEO and president of Nordia, a Canadian CX specialist with over 10,000 employees on the team. Nordia is the largest BPO in Canada.

    Peter Ryan and John are both based in Montreal, so this is a local Canadian edition.

    Bell Canada created Nordia back in 1999, but a quarter of a century on they are now looking at many new opportuntiies and areas of business. John talked about expansion beyond Canada and also about the complexities of managing customer service processes in both English and French.

    https://www.linkedin.com/in/john-dinardo-nordia/

    https://www.fr.nordia.ca/
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    21 分
  • Vidya Ravichandran - UnifyCX - GlowTouch is now UnifyCX And The Tech Future For CX

    Vidya Ravichandran - UnifyCX - GlowTouch is now UnifyCX And The Tech Future For CX
    2024/11/07

    Vidya Ravichandran is the CEO of UnifyCX. She is based in Louisville, Kentucky, USA.

    In this conversation with Peter Ryan, Vidya talks about the evolution of GlowTouch Technologies into UnifyCX, how technology is changing the BPO industry, and how CX and BPO is evolving as technology solutions become more integral to customer interactions.

    As customers demand more complex solutions the BPO community is adopting or building different tech solutions - using AI in particular. But should BPOs buy off-the-shelf tools or create their own and attempt to lead their sector? In this conversation Vidya talks about how BPO is evolving and how the new brand wants to be seen as a CX leader.

    https://www.linkedin.com/in/vidya-ravichandran-53423b2/

    https://www.unifycx.com/
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    28 分
  • EXTRA SHOW: How Does the UK 2024 Budget Impact BPO and CX?

    EXTRA SHOW: How Does the UK 2024 Budget Impact BPO and CX?
    2024/11/04

    The new (July 2024) UK government just announced their budget plans for the year ahead. Several measures look like they could impact the BPO and CX industries. In this special extra edition of the CX Files, Peter Ryan called a few UK-based friends of the podcast to ask for their views on the challenges and opportunities they can see in the latest UK budget...

    Featuring a discussion with...

    Alistair Niederer, CEO, NeedleRock

    https://www.linkedin.com/in/aniederer/

    http://www.needlerock.net/

    Lian Rowlands, Principal Consultant, Tayma Solutions

    https://www.linkedin.com/in/lian-rowlands-a26119/

    David Rumble, Managing Partner, On Consultancy

    https://www.linkedin.com/in/david-rumble-4a4a09b/

    https://www.linkedin.com/company/on-consultancy/
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    22 分

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