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Join me and the rest of the Get Out of Wrap TV gang as we talk about the big questions in the contact centre and CX world. On this episode we talked about what agents are saying their work lives are like in our industry. This is born out of my work with Calabrio on producing the Voice of the Agent r...

AI is moving fast. Faster than most organisations and people can emotionally keep up with. In this special episode of  Get Out of Wrap TV , I’m joined by  Kathryn Simmons Porter , founder of  Flourish , to explore what she calls  “The Trust Paradox”  – the growing tension between rapid AI adoption a...

In this episode of  Get Out of Wrap , I’m joined by the brilliant  Shameem Smillie  – CX leader, writer, speaker, one of the founding members of Women in CX, and Senior GTM Specialist for EMEA at Amazon. Shameem’s journey is anything but conventional. From leaving school with no qualifications, to s...

This is a milestone episode of  Get Out of Wrap  – and a meaningful one. For episode  250 , I’m joined by  Niki Ignatiou  and  Julia Rosell Jackson  from  ActionAid , an international charity working alongside women, girls and communities to tackle injustice at its roots. In this conversation we exp...

I sat down with my good friend Sham Aziz to talk about something that feels uncomfortable but necessary. - Flags on lampposts. - Protests outside hotels. - Intimidation & Fear dressed up as patriotism. But this wasn’t a political conversation, it was a human one. Sham spoke about growing up Brit...

A bit of a different episode this week, this time it was me as the guest and the host was Rob Wilkinson of CX Today and all round awesome human. In this CX Today interview,  I explain why the role of Team Leader is so demanding, why burnout is often invisible, and what organisations can do  right no...