CX Strategy: What Now?

Recording of industry experts' panel debate


Stephen Loynd

Peter Ryan

Robèrt van Diem

Mark Hillary

Industry analyst

Founder: TrendzOwl

Industry analyst

Ryan Strategic Advisory

SVP Operations 

5CA

CX Guru

 Carnaby / CX Files

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

Mark Hillary

Stephen Loynd

Peter Ryan

Robèrt van Diem

CX Guru

CX Files / Carnaby Content 

Industry Analyst

Founder @ TrendzOwl

Industry Analyst

Ryan Strategic Advisory

SVP Operations

5CA

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

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

Seasoned BPO Advisor with specialty in Customer Experience Excellence, 

Work-at-Home Delivery, 

Business Continuity Planning and Offshoring

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

CX Insights

Modern CX

WFH Takes Center Stage

"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."

"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."

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. "

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. "

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