Michael DeSalles is a Principal Analyst on the North American Customer Care team at industry analyst firm Frost & Sullivan. He recently published a paper exploring how the BPO and CX industry is reacting to the Covid-19 pandemic. In the podcast, he talks about this article and the CX road into 2021. <a href= "https://www.linkedin.com/in/michael-desalles-82519114/">https://www.linkedin.com/in/michael-desalles-82519114/</a> <a href= "https://www.frost.com/">https://www.frost.com/</a>

Pratik Salia - Knowmax - Knowledge Management and CX

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.