Welcome to the CX Pod Europe from TTEC – your essential customer experience podcast providing thought leadership and executive insight on the latest customer and industry issues.

Tune in to this podcast, hosted by Neil Russell-Smith, for regular discussions and interviews with the brightest and best in CX. Listen, learn and gain your competitive edge.

About The CX Pod Europe

Neil Russell-Smith

Head of Marketing, EMEA

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As head Marketing for Europe, Middle-East and Africa at TTEC, I am responsible for the development and execution of TTEC's marketing strategy and value proposition across all channels and verticals in the EMEA region. For over 15 years I have planned and led comprehensive marketing strategies with a proven record of accomplishment across various industries and geographic markets.

I am an experienced, hard-working and creative Senior Marketing Professional that understands the importance of results that support our clients’ business goals and objectives. I partner with our sales and solutions teams to build customer experience and contact centre strategies that help simplify interactions and build customer engagement, across every phase of the lifecycle. My “door” is always open so please stop by or drop me a line as I am very excited to be here!




Iain Banks

Regional VP, International Markets

I am responsible for developing and delivering TTEC’s European business plan for sales, marketing and solutions. With more than 18 years in the Global BPO/Contact Centre environment I have a proven track record in delivering business results including: new logo sales, organic account growth, strategic account directorship and strong operational relationships.

I specialise on bringing deep industry expertise and a thorough understanding of the evolving customer experience market. This enables me to fully understand our clients’ mission, vision and challenges. Please don’t hesitate to connect with me about any questions or just to get to know one another better. After all, I’m here as a resource for you and your organisation.


Peter Dorrington

Director, Customer Insights, TTEC Digital

Inventor of the Customer Experience Vector (CXV), Peter is a seasoned information strategist and leader with nearly 20 years’ core business development and operational experience in data management, business intelligence & analytics for financial services, telecommunications, retail and public sectors.

Peter’s core strength is in building, developing and leading high-performance data & analytics teams and aligning them to the achievement of strategic business objectives that positively impact the bottom line. At TTEC, Peter is focused on using Customer Insights (analytics) to drive next the next generation of customer engagement.