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CX FILES




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CHRIS HAGUE - YOUMMDAY - IS TRADITIONAL BPO DEAD OR JUST EVOLVING?



Nov 9, 2023



Chris Hague is the head of marketing at Yoummday. He is based in Prague in the
Czech Republic. Yoummday is based in Germany and offers a platform-based
approach to CX that resembles the GigCX we have often talked about on CX Files,
but in the interview Chris explains how Yoummday differs from the classic gig...





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NERYS CORFIELD - INJECTION CONSULTING - WHAT'S GOING WRONG WITH DIGITAL CX?



Nov 2, 2023



Nerys Corfield is the founder and director of Injection Consulting. She is based
in South Wales, close to Newport.

Nerys posted on LinkedIn recently about how a retail bank is using digital
non-voice customer service channels - it wasn't a compliment. Peter called Nerys
to discuss why so many organisations are getting...





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DIANNE MCCOUBREY - GRYPP - THE FUTURE FOR VIDEO IN CUSTOMER SERVICE INTERACTIONS



Oct 26, 2023



Dianne McCoubrey is the VP of Sales at Grypp. She is based in Toronto, Canada.

Grypp helps customer service agents to get closer to customers by providing an
immersive video experience.

In this conversation, between Mark Hillary and Dianne, the CX Files explores how
video can be used to improve customer...





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MIKE BUTLER & DAVID NEALE - NUTUN CX - WHEN ESG AND CSR LEAD TO A DRAMATIC
IMPROVEMENT IN CX



Oct 19, 2023



David Neale is the Chief Growth Officer at Nutun CX. Mike Butler is the
Executive Director of Sales and Marketing at Nutun CX. David and Mike are both
based in the UK, but Nutun operations are in South Africa.

Every BPO says that they do Corporate Social Responsibility (CSR). Every annual
report features an update on...





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DIANE EDWARDS - MONA SCHOOL OF BUSINESS & MANAGEMENT - DATA PROTECTION IN
JAMAICA



Oct 12, 2023



Diane Edwards is Director of the consulting and professional services unit at
the Mona School of Business & Management in Kingston, Jamaica. 

Diane has a long history in BPO management and promotion and she led JAMPRO, the
Jamaican trade and investment agency for over 9 years, until 2022.

In this CX Files episode, Peter...





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ABOUT THE PODCAST

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.

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