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CX Files

Mark Hillary - Analyst and CX Futurist

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CX Files
CX Files

CX Files

Mark Hillary - Analyst and CX Futurist

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About Us

CX Files features your host, writer and analyst Mark Hillary, speaking each week to leading analysts, thinkers, and practitioners focused on managing the Customer Experience (CX). In each episode Mark and his guests explore the future of CX, the important trends, and what customers really expect from brands today.

Latest Episodes

Vit Horky - Brand Embassy - Where Is The Real Omnichannel?

Vit Horky is the founder of Brand Embassy, which was recently sold to NICE InContact, where he is the Senior Director of Digital Experience. Based in Prague, in the Czech Republic Vit is an author (Check the January episode about his book) and expert on CX. This episode was recorded in person in São Paulo - Vit explains what he is working on, the sale of the business to NICE, and some new work he is doing on omnichannel. www.niceincontact.com www.linkedin.com/in/vithorky

15 MIN6 days ago
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Vit Horky - Brand Embassy - Where Is The Real Omnichannel?

Nicola Collister - Woven - CX Cost Is Killing Innovation

Nicola Collister is the group COO at Woven, based in the UK. Nicolawrote a recent blog on LinkedIn where she said that the focus on the cost of customer service is killing innovation in CX. In this podcast she explains her thinking further and asks how companies that are experts at CX can be strategic partners, not just suppliers. www.wearewoven.com www.linkedin.com/in/nicola-collister-7b34ba2

17 MIN1 weeks ago
Comments
Nicola Collister - Woven - CX Cost Is Killing Innovation

Mark Angus - Knowledge Executive - Blockchain in CX

Mark Angus is the CEO and Managing Editor of Knowledge Executive based in Johannesburg, South Africa. Knowledge Executive recently conducted research on behalf of the CX Blockchain Institute - featured here last week. In this episode, Mark talks about the new research and how CX executives can use blockchain. www.linkedin.com/in/mark-angus www.knowledge-executive.com www.cxblockchain.org

14 MIN2 weeks ago
Comments
Mark Angus - Knowledge Executive - Blockchain in CX

Shelli Ryan - The CX Blockchain Institute

Shelli Ryan is a co-founder and principal at the CX Blockchain Institute. This is a new organisation focused on exploring how CX can benefit from the use of blockchain. Shelli is based in Las Vegas. In the podcast she explains how blockchain can be a game changer for CX. www.linkedin.com/in/shelliryan www.cxblockchain.org

12 MIN3 weeks ago
Comments
Shelli Ryan - The CX Blockchain Institute

Ian Barkin - SYKES - Automation, RPA, and Tech in CX

Ian Barkin is the Chief Strategy and Marketing Office at Sykes, based in Tampa, Florida. He has a long history in innovation and automation strategy and if you have taken an RPA course on LinkedIn then he probably wrote it. In the podcast Ian explores RPA, innovation, and the future development of customer experience processes where technology blends with more traditional human customer service. www.linkedin.com/in/ianbarkin www.sykes.com

28 MINSEP 13
Comments
Ian Barkin - SYKES - Automation, RPA, and Tech in CX

Clinton Cohen - iContact BPO - Recruitment And Super Agents In CX

Clinton Cohen is Managing Director of iContact BPO in Johannesburg, South Africa. He published a recent blog focused on the way recruitment is changing in CX and how agents need new skills. In this episode, I ask him about the points he raised. Are we really about to see an end of contact centre attrition? If skills are increasing so fast in contact centres then how do you keep those people and give them a career? www.icontactbpo.co.za www.linkedin.com/in/clinton-cohen-ba181095

13 MINSEP 6
Comments
Clinton Cohen - iContact BPO - Recruitment And Super Agents In CX

Ian Jacobs - Forrester Research - CX Emotion, Engagement, And Smart Speakers

Ian Jacobs is a principal analyst at Forrester Research, based in San Francisco, California. His focus is customer service and digital transformation so he is well placed to comment on the way that brands are using technology to try improving CX. In this episode Ian explores automation, chatbots, smart speakers, and how to manage emotion in brand to customer interactions. www.forrester.com www.linkedin.com/in/iangjacobs

21 MINAUG 30
Comments
Ian Jacobs - Forrester Research - CX Emotion, Engagement, And Smart Speakers

Paula Kennedy Garcia - Concentrix - SOLVing The Gig Economy In CX

Paula Kennedy Garcia is the Vice President of strategic projects and corporate strategy at Concentrix, based in the UK. Paula manages the Solv project which is a Concentrix solution focused on working on a CX solution within the gig economy. In this edition of the podcast she explains how the gig economy works for CX and what it can offer to companies designing their customer service. www.linkedin.com/in/paula-kennedy-garcia-1b90b81 www.concentrix.com

13 MINAUG 23
Comments
Paula Kennedy Garcia - Concentrix - SOLVing The Gig Economy In CX

John Linkous - Phalanx Security - CX And Customer Data Security

John Linkous is the Founder and Principal Adviser at Phalanx Security, based out of Baltimore in the US. He has a long track record as an expert on cyber crime so in this edition of the podcast we continued exploring the recent Capital One hack, but also looked at social networks and personalization. Can companies keep on collecting the personal data of their customers if they are not protecting it? When will the pushback begin? www.linkedin.com/in/jlinkous www.phalanxsec.com

12 MINAUG 16
Comments
John Linkous - Phalanx Security - CX And Customer Data Security

Peter Zaitsev - Percona - Data Security And CX

Peter Zaitsev is the founder and CEO of Percona, based in the US. Percona designs, supports, and advises on databases. They help companies manage data and keep it safe. This episode was inspired by the recent Capital One hack, where personal details of over 100m customers was compromised. Peter talks about keeping customer data safe, GDPR, Cambridge Analytica, and much more... www.linkedin.com/in/peterzaitsev www.percona.com

17 MINAUG 9
Comments
Peter Zaitsev - Percona - Data Security And CX

Latest Episodes

Vit Horky - Brand Embassy - Where Is The Real Omnichannel?

Vit Horky is the founder of Brand Embassy, which was recently sold to NICE InContact, where he is the Senior Director of Digital Experience. Based in Prague, in the Czech Republic Vit is an author (Check the January episode about his book) and expert on CX. This episode was recorded in person in São Paulo - Vit explains what he is working on, the sale of the business to NICE, and some new work he is doing on omnichannel. www.niceincontact.com www.linkedin.com/in/vithorky

15 MIN6 days ago
Comments
Vit Horky - Brand Embassy - Where Is The Real Omnichannel?

Nicola Collister - Woven - CX Cost Is Killing Innovation

Nicola Collister is the group COO at Woven, based in the UK. Nicolawrote a recent blog on LinkedIn where she said that the focus on the cost of customer service is killing innovation in CX. In this podcast she explains her thinking further and asks how companies that are experts at CX can be strategic partners, not just suppliers. www.wearewoven.com www.linkedin.com/in/nicola-collister-7b34ba2

17 MIN1 weeks ago
Comments
Nicola Collister - Woven - CX Cost Is Killing Innovation

Mark Angus - Knowledge Executive - Blockchain in CX

Mark Angus is the CEO and Managing Editor of Knowledge Executive based in Johannesburg, South Africa. Knowledge Executive recently conducted research on behalf of the CX Blockchain Institute - featured here last week. In this episode, Mark talks about the new research and how CX executives can use blockchain. www.linkedin.com/in/mark-angus www.knowledge-executive.com www.cxblockchain.org

14 MIN2 weeks ago
Comments
Mark Angus - Knowledge Executive - Blockchain in CX

Shelli Ryan - The CX Blockchain Institute

Shelli Ryan is a co-founder and principal at the CX Blockchain Institute. This is a new organisation focused on exploring how CX can benefit from the use of blockchain. Shelli is based in Las Vegas. In the podcast she explains how blockchain can be a game changer for CX. www.linkedin.com/in/shelliryan www.cxblockchain.org

12 MIN3 weeks ago
Comments
Shelli Ryan - The CX Blockchain Institute

Ian Barkin - SYKES - Automation, RPA, and Tech in CX

Ian Barkin is the Chief Strategy and Marketing Office at Sykes, based in Tampa, Florida. He has a long history in innovation and automation strategy and if you have taken an RPA course on LinkedIn then he probably wrote it. In the podcast Ian explores RPA, innovation, and the future development of customer experience processes where technology blends with more traditional human customer service. www.linkedin.com/in/ianbarkin www.sykes.com

28 MINSEP 13
Comments
Ian Barkin - SYKES - Automation, RPA, and Tech in CX

Clinton Cohen - iContact BPO - Recruitment And Super Agents In CX

Clinton Cohen is Managing Director of iContact BPO in Johannesburg, South Africa. He published a recent blog focused on the way recruitment is changing in CX and how agents need new skills. In this episode, I ask him about the points he raised. Are we really about to see an end of contact centre attrition? If skills are increasing so fast in contact centres then how do you keep those people and give them a career? www.icontactbpo.co.za www.linkedin.com/in/clinton-cohen-ba181095

13 MINSEP 6
Comments
Clinton Cohen - iContact BPO - Recruitment And Super Agents In CX

Ian Jacobs - Forrester Research - CX Emotion, Engagement, And Smart Speakers

Ian Jacobs is a principal analyst at Forrester Research, based in San Francisco, California. His focus is customer service and digital transformation so he is well placed to comment on the way that brands are using technology to try improving CX. In this episode Ian explores automation, chatbots, smart speakers, and how to manage emotion in brand to customer interactions. www.forrester.com www.linkedin.com/in/iangjacobs

21 MINAUG 30
Comments
Ian Jacobs - Forrester Research - CX Emotion, Engagement, And Smart Speakers

Paula Kennedy Garcia - Concentrix - SOLVing The Gig Economy In CX

Paula Kennedy Garcia is the Vice President of strategic projects and corporate strategy at Concentrix, based in the UK. Paula manages the Solv project which is a Concentrix solution focused on working on a CX solution within the gig economy. In this edition of the podcast she explains how the gig economy works for CX and what it can offer to companies designing their customer service. www.linkedin.com/in/paula-kennedy-garcia-1b90b81 www.concentrix.com

13 MINAUG 23
Comments
Paula Kennedy Garcia - Concentrix - SOLVing The Gig Economy In CX

John Linkous - Phalanx Security - CX And Customer Data Security

John Linkous is the Founder and Principal Adviser at Phalanx Security, based out of Baltimore in the US. He has a long track record as an expert on cyber crime so in this edition of the podcast we continued exploring the recent Capital One hack, but also looked at social networks and personalization. Can companies keep on collecting the personal data of their customers if they are not protecting it? When will the pushback begin? www.linkedin.com/in/jlinkous www.phalanxsec.com

12 MINAUG 16
Comments
John Linkous - Phalanx Security - CX And Customer Data Security

Peter Zaitsev - Percona - Data Security And CX

Peter Zaitsev is the founder and CEO of Percona, based in the US. Percona designs, supports, and advises on databases. They help companies manage data and keep it safe. This episode was inspired by the recent Capital One hack, where personal details of over 100m customers was compromised. Peter talks about keeping customer data safe, GDPR, Cambridge Analytica, and much more... www.linkedin.com/in/peterzaitsev www.percona.com

17 MINAUG 9
Comments
Peter Zaitsev - Percona - Data Security And CX