CX Files

著者： Mark Hillary and Peter Ryan
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  • 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
  • Mark Lowe - Managing Risk and Security in CX

    Mark Lowe - Managing Risk and Security in CX
    2024/12/19

    Mark Lowe is an expert in business risk and security. He is based in Genoa, Italy. Mark is a faculty Member of the ASERI Postgraduate School of Economics and International Relations at the Università Cattolica del Sacro Cuore in Milan. He is also a columinst in the Italian financial journal Fondia & Sicav.

    Risk and security are particularly important for CX executives. Who can forget how impossible it was to contact an airline as the Covid pandemic started? Companies managing customer data also have very detailed private data, including payment details - this has to be kept secure.

    Over the past year or so there has been constant disruption. Politics, climate change, and unexpected events... how do companies focused on CX manage risk and security?

    Peter Ryan called Mark at his base in Italy to talk about this in our final interview on CX Files this year...

    https://www.linkedin.com/in/lowemw/
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    38 分
  • Jose Paz - Startups BPO - CX Recruitment In Honduras and US Nearshore

    Jose Paz - Startups BPO - CX Recruitment In Honduras and US Nearshore
    2024/12/05

    Jose Paz is the founder and CEO of Startups BPO. He is based in Tegucigalpa, Honduras.

    Jose has been living and breathing BPO recruitment for many years. In this conversation with Peter Ryan he explores CX recruitment trends in Honduras and the wider nearshore US area.

    What are agents expecting when they apply for CX jobs in the 2020s and what is the reality? How can modern CX brands be creating real careers in CX? How is skills-based hiring changing BPO and CX recruitment? How is AI changing the way that companies hire?

    https://www.linkedin.com/in/jose-paz-8883b968/

    https://www.startupshonduras.com/
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    34 分
  • Claas van Delden - yoummday - Will Gig CX Replace The Multilingual Hub?

    Claas van Delden - yoummday - Will Gig CX Replace The Multilingual Hub?
    2024/11/28

    Claas van Delden is the Chief Growth Officer at yoummday. He is based in Munich, Germany.

    Yoummday is a proprietary technology platform for managing remote workforces - what we have summarized on this podcast in the past as 'Gig CX'. Yoummday has a diverse global talent pool of 15,000+ sales and customer care freelancers available.

    Mark Hillary called Claas to talk about the issues around providing support to customers in multiple languages and whether the platform-based appproach is replacing the more traditional multilingual hubs used by BPO companies...

    Claas talks about this specific question and outlines how Gig CX really works in this interview.

    https://www.linkedin.com/in/claas-van-delden-b7b3b2/

    https://www.yoummday.com/en

    CX Report 2025: https://business.yoummday.com/en/yoummday-cx-report-2025
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    30 分

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