Welcome to 'CX in Action'

A global community of thinkers, influencers and practitioners working to impact and influence the future of CX


At TeleTech Consulting, we believe digital, mobile and omnichannel connections have changed customer experience forever. Some organizations are leading the game - others are still getting up to speed. We believe that by connecting the world’s leading minds and experts in CX we can create and promote action-oriented, forward-thinking insights that will help global organizations think differently about their customer experience – and act on it. CX in Action is the platform to make that happen.


CX in Action had its inaugural event in London in May 2016. A roundtable discussion to explore the role of human emotion when mapping the customer journey and how to measure emotion in customer experience.

Click here for Video Highlights

TeleTech Consulting has captured some of the key insights, ideas and case studies discussed by our guest panel of thought-leaders during the Roundtable and created a multimedia eBook.

Download the eBook


Subscribe to our monthly eNewsletter
for interviews with our community, articles and other new CX content

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The "Big CX Interview"

Each month, we interview a leading CX influencer or practitioner.  In June, Steven Walden interviewed David Pinder, an internationally recognized authority in Customer Value and Customer Experience thinking and practice. David is co-author of Creating and Delivering Your Value Proposition (Kogan Page 2009) and founder of Value Genie.

Watch the Interview

Featured in our Customer Strategist Journal


Six Ways to Add Emotion to Customer Initiatives

By Steven Walden

Read the Article


Giving Omnichannel Strategy a Data Twist

By Peter Dorrington

Read the Article

CX in Action Profile

Jorge Martínez-Arroyo

Head of Marketing and Branding, Banco Santander.
President of DEC (Associationfor CX Development)


Jorge is President and Founder of DEC, a Spanish association for the development of Client Experience. (Asociación para el Desarrollo de la Experiencia de Cliente) Made up of more than 100 members - top organizations and best brands like Coca-Cola, Microsoft, Mercedes-Benz, La Caixa, Iberia, Mapfre, Endesa, Telefónica, Correos, BCG, Accenture, Bain&Co, Metlife, Mahou, Gas Natural, E&Y, Evo Bank, Grupo Santander, Asisa, Mutua Madrileña, Everis, Toyota, Banco Popular, SAP, AENA, Metro Madrid, Deloitte or Zurich Insurance - DEC has quickly become a reference in the market for all companies and executives that believe customer experience is a key lever to sustainable and profitable P&L growth. DEC CX International Congress meets annually over 400 top executives and best world experts. Its publications, frameworks, reports and experts form the basis for graduate CX programs in Instituto de Empresa, EOI and La Salle Business School. DEC offers the leading certification for CX professionals in Europe.

Read the CX in Action interview with Jorge in the next edition of the eNewsletter


Meet our CX in Action Team

This month we asked, "What does CX in Action mean to you?"

Hear their answers below.


Willie Law
Principal, APAC

Matt Johns
Executive Director, CX


Steven Walden
CX Director, UK

Nik de Wilde
CX Director, Belgium


Tim Keefe
Principal, Americas

Thinking about your career in consulting?

If bringing your expertise and passion in CX to help transform some of the world’s leading brands ignites your curiosity, we’d love you to get in touch.

Mary Carol Gilreath
Executive Director, Global Talent

About TeleTech Consulting

CX in Action is an initiative created by TeleTech Consulting. We provide CX advisory, strategy execution and consulting services to leading global organizations seeking to differentiate, transform and grow by providing an exceptional customer experience.