CX Strategy: What Now?

Recording of industry experts' panel debate


Industry analyst

Ryan Strategic Advisory

Peter Ryan

SVP Operations 

5CA

Robèrt van Diem

Industry analyst

Founder: TrendzOwl

Stephen Loynd

CX Guru

 Carnaby / CX Files

Mark Hillary

Listen to the debate or check out some bite-sized highlights below

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Debate Highlights

Watch a recording of the Debate

Your Global CX Experts

All-round manager with over 20 years experience in various C-level positions at international BPO service providers driving Customer Experience

SVP Operations

5CA

Robèrt van Diem

Seasoned BPO Advisor with specialty in Customer Experience Excellence, 

Work-at-Home Delivery, 

Business Continuity Planning and Offshoring

Industry Analyst

Ryan Strategic Advisory

Peter Ryan

Industry analyst on the information and communications revolution spreading across the planet, and leading commentator on the potential impacts of emerging technologies

Stephen Loynd

Industry Analyst

Founder @ TrendzOwl

British/Irish writer and analyst. Former technology director turned communication adviser via his experience writing books and blogs on technology, work, and globalization

Mark Hillary

CX Guru

CX Files / Carnaby Content 

CX Insights

Case for Multisourcing

" One of the subjects that I know we will be discussing is the case for multisourcing in a post-covid business environment. This is an area that I have been thinking about a lot recently – I can remember a wave of interest in multisourcing about five years ago that just slowly dissipated. "

Modern CX

"Contact center services a decade ago focused on voice calls and email. Some social media support was just starting at that time, but if you go back another couple of years then it really was just those two channels. Now, every major social channel has to be supported."

Debate Invitation

" We can’t meet at conferences right now so the very least anyone planning a new webinar can do is to ensure it’s interesting and this one should hit the ball out of the park. "

WFH Takes Center Stage

"Many in the BPO and CX community were forced to move to a WFH business model because of the Covid-19 pandemic, but at 5CA we didn’t miss a beat. All our advisors already worked from home – and have been doing for many years."

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