Michael Gray is the Chief Strategy and Marketing Officer at Spacial Working. He is based in London, UK.

Spacial Working is focused on helping companies to create a flexible work environment that embraces both working from home and working in offices. The aim is to create a flexible arrangement that works well for the company and employees.

The media often reports that WFH is finished and most employees are heading back into offices, but the reality is quite different. There is less WFH than during the pandemic period, but it has plateaued and is not dropping much further - so there is much more flexibility today compared to 2019.

But many companies still struggle to make it work well so what does Michael advise?

https://spacialworking.com/

https://www.linkedin.com/in/michaelgray7/

Summary:

In this CX Files episode, Mark Hillary speaks with Michael Gray, Chief Strategy Officer at Spacial Working, about what the pandemic really changed — and what it didn't — in customer experience operations. Gray explains that work-from-home in the contact center industry is not a temporary COVID experiment but part of a much longer evolution enabled by technology and workforce expectations. While some executives continue pushing return-to-office mandates, the evidence shows the future is hybrid: organizations must redesign recruitment, training, management, and performance measurement rather than simply sending agents home with laptops. Flexible working can improve retention and productivity, particularly for parents, carers, and geographically distant employees, but only if supported by proper monitoring, communication structures, and culture. The real challenge for CX leaders is no longer deciding whether remote work works — it is learning how to operationally manage a permanent hybrid workforce.

Disclosure:

Mark Hillary is a research adviser to Spacial Working

Jacqui Turner founded the Turner Corner Leadership Academy. She is based at Great Malvern, which is close to Stratford-Upon-Avon in the UK.

The academy is focused on customer service training, leadership programmes and coaching interventions. Training followed by coaching with Jacqui's team has been proven to make training much more effective, in terms of staff productivity, performance and business results.

In this discussion with Peter Ryan, Jacqui talks about vulnerable customers. How do businesses define their vulnerable customers and how can they design CX that works better for customers with special needs or the need for greater consideration?

Vulnerability in CX design is often overlooked, but it is essential and for many types of regulated business this is mandatory.

https://www.linkedin.com/in/jacqueline-turner-leadership-trainer/

https://turnercorner.co.uk/

SUMMARY:

Peter introduces Jacqui Turner, who emphasizes the importance of understanding and addressing vulnerabilities in customer service. Jacqui highlights that vulnerability can manifest in various forms, including age, health issues, financial struggles, and digital illiteracy. She stresses the need for organizations to have policies and training for handling vulnerable customers across different communication channels. Jacqui also advocates for AI technology to be designed with vulnerability in mind to maintain accessible communication.

Rob Joubert is the founder and CEO of Boomerang BPO. He is based in Cape Town, South Africa.

2025 was the 20th anniversary year for Boomerang, so at the end of the year Peter Ryan called Rob to talk about BPO and CX trends and what it takes to build a successful BPO operation from the ground up.

20 years into the journey, what has Rob learned about what clients want from a BPO partner in the 2020s?

https://www.linkedin.com/in/robert-joubert-89176011/

https://boomerangbpo.com/