Steve Soechtig is the Global CEO of Ogilvy Experience. He is based in Denver, Colorado. Steve is focused on the entire customer journey and how brands can create a fantastic customer experience so in this episode he talks about how to build better, longer-lasting customer relationships with a focus on CX. https://www.linkedin.com/in/ssoechtig/ https://www.ogilvy.com/

CX Files

Steve Soechtig - Ogilvy Experience - Building Long-Term Customer Relationships With 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. https://www.henley.ac.uk/people/professor-moira-clark https://www.henley.ac.uk/

Professor Moira Clark - Henley Business School - Customer TLV And Building Back Better 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. https://www.linkedin.com/in/tdmitrovic/ http://www.contactservice.info/

Tijana Dmitrovic - Contact Service - How To Build A Career 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? https://www.linkedin.com/in/darrenarnold-intersect-hp/ https://www.linkedin.com/in/georgectodd/ https://intersect-hp.com/

Darren Arnold & George Todd - Intersect-HP - Genuine Employee Engagement In 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 to ensure the importance of customer service is better understood. In this episode Jo talks about building back with better CX as we emerge from the pandemic. https://www.linkedin.com/in/jo-causon-8b53652/ https://www.instituteofcustomerservice.com/

Jo Causon - ICS - Building Back With Better CX

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. https://www.linkedin.com/in/mark-trimble-3414441/ https://powerland.ca/

Mark Trimble - Powerland - CX And The Cloud

Vidya Ravichandran is President of Glowtouch Technologies, based in Louisville, Kentucky, US. GlowTouch is a strategic outsourcing partner, providing personalized contact center, business processing, and technology outsourcing 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? https://www.linkedin.com/in/vidya-ravichandran-53423b2/ https://www.linkedin.com/company/glowtouch-technologies/

Vidya Ravichandran - Glowtouch - Diversity And Inclusion In CX and BPO

Greg Murphy is the EVP North America of Instanda, he is based in Minnesota. The company provides SaaS cloud-based insurance policy admin services to insurance companies - allowing them to rapidly trial or launch new services.  In this episode Greg talks about how insurance is changing and the renewed focus on insurance CX. https://instanda.com/ https://www.linkedin.com/in/gregmurphy24/  

Greg Murphy - Instanda - CX And Insurance In The Cloud

Gareth Richards is the co-founder and CEO of Help With My Visa!  In this edition of the podcast, Gareth explains what travelers are looking for when applying for visas, how agencies supplying these documents can prove their own CX, and what the post-vaccine environment will mean for travel-focused firms like his own.  https://www.linkedin.com/in/garethrichards0103/ https://helpwithmyvisa.com/

Gareth Richards - Help With My Visa! - Travel CX After The Pandemic

An electric vehicle (EV) is plugged into the ChargePoint network every 2 seconds, but is the charging infrastructure for EVs being upgraded fast enough for drivers? The UK will ban petrol and diesel vehicle sales from 2030 and many countries have similar deadlines so what will the future driving experience be like? Tanya Sinclair is the UK and Ireland policy director of ChargePoint - Tanya is based in London, UK. In this episode Tanya talks about the future of EVs and the user experience we can expect. https://www.linkedin.com/in/tanyasinclair/ https://www.chargepoint.com/

Tanya Sinclair - ChargePoint - How Do We Improve The EV User Experience?

Tom Doran is the Head of Remote Working at health insurance company Bupa. He is based in Manchester. Bupa was founded in the UK in 1947, but has been expanding overseas since the 1970s and is now a global company with over 31 million customers. Tom was managing WFH CX long before the pandemic and had to help the rest of the company move home in March 2020 so in the podcast he talks abut WFH strategy before, during, and after Covid. https://www.linkedin.com/in/tom-doran-75907917/ https://www.bupa.co.uk/

Tom Doran - Bupa - WFH CX Strategy Before And After Covid

Sure is a Guernsey-based telecoms firm with a 125-year heritage. Charlotte Dunsterville is the Chief Consumer Officer and therefore leads all consumer engagement - including sales and customer service. Sure has a focus on telecoms for islands - from the Channel Islands down to the South Atlantic. In the podcast, Charlotte talks about managing B2B and B2C processes together and how to blend sales targets with customer service. https://www.linkedin.com/in/charlottedunsterville/ https://business.sure.com/about/

Charlotte Dunsterville - Sure - Managing B2B, B2C, Sales And CX All Together!

Mark Walton is the CEO, of Sensée. He is based in Shrewsbury in the UK. Sensée is one of the leading work-from-home customer service specialists in Europe with 17 years experience of managing WFH customer service solutions. In the podcast, Mark looks to the future and the lessons Sensée learned long before the pandemic. https://www.linkedin.com/in/mark-walton-0627a74/ https://www.sensee.co.uk/index.html  

Mark Walton - Sensée - The Emergency Is Over, Time For WFH To Get Professional

Richard Farrand is a senior director at Conduent, based in Kuala Lumpur, Malaysia. He is responsible for the APAC CX business and globally for resource planning. Richard was previously the Global COO for Bank of America IT and BPO systems and before that he was leading IT and BPO inside HSBC. In the interview we talked about how CX is transforming companies and how better design thinking can lead to great CX. https://www.linkedin.com/in/richardfarrand/ https://www.conduent.com/

Richard Farrand - Conduent - Designing And Transforming For Great CX

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.

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