CX Files

Colson Hillier is the CMO of Alorica. He is based in New Jersey in the US. Mark called Colson for this interview because the most recent Gartner …

Stefan Freyer is the Managing Director of Orphoz (a McKinsey company supporting cross-industry transformation and project management) - he is based in Berlin, Germany.

Stefan recently talked to Mark about the disconnect …

Natasha Rantanshi-Stein is the founder at Surfboard - a service that has reinvented workforce management (WFM) by turning it into team planning. Surfboard is focused on team planning for CX and this is a fast-moving …

Sara Sloman is the Director of Future Fleet at Paythru. Sara is based in the UK.

Sara's role is to imagine the future of the Electric Vehicle (EV) …

Annelien Marcus is a Recruitment Manager at Clarion People, based just outside of London in the UK... her focus is contact centre and CX recruitment so Peter Ryan called to ask about the latest recruitment trends and …

Cathy Jooste is the CCO and US Nearshore director at Atento. She is based in Florida in the US.

Nearshoring is a strategy that is changing fast, especially because of the Covid experience where long distance travel …

Daniel Hay is the CX and Digital Transformation Leader at Dow (Latam). He is based in São Paulo, Brazil.

With a 125-year history, Dow is one of the …

Faye Joubert is VP of Service Delivery at iSON Xperiences. She is based in Johannesburg, South Africa.

Faye talked to Peter about the importance of CX and BPO partnerships, especially in the post-pandemic business …

Nadia Pace is a board advisor and executive mentor - she holds non-executive positions on several corporate boards. She is based in Malta.

As a …

Steven Van Belleghem is an author and keynote speaker with a strong focus on CX. Based in Belgium, Steven has now written four books focused on CX and has spoken at around 1,000 events in over 40 countries.

In this …

Paul O'Hara is EVP of Business Development at Teleperformance EMEA. He is based in the Newcastle area of the UK.

Paul is on a mission to demonstrate …

Wiktor Doktór is the founder and CEO of Pro Progressio, he is based in Warsaw, Poland.

Pro Progressio supports the BPO and CX industry in Poland with …

The Ryan Strategic Advisory Front Office BPO Omnibus Survey for 2022 is now published! In this edition of CX Files, Peter talks about the results - …

Jacqui Turner is the founder of Turner Corner Learning Solutions, based in the UK. She specialises in customer service and team leader coaching.

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Ivan Kotzev is a research analyst at NelsonHall - he is focused on CX transformation. In this episode, Ivan looks to the future. How is CX …

Mike Pipicello is the VP of Client Services for GlobalStep. He is based in Montreal, Quebec, Canada.

GlobalStep is focused on gaming and digital services so in this edition we are focused on games and player experience …

Robin Harrison is the Group Chief Marketing Officer at Webhelp. He is based in the UK.

Robin has some strong views on the post-pandemic return to normal. Both employees and customers have changed, so CX strategies also …

It's International Women's Day this week so Peter talked to two inspirational female CX leaders... and name-checked many others that we have also featured on the CX Files!

Alexandra Fus, Operations Manager at Valoris …

Paula Kennedy Garcia is the global head of Trust & Safety and Content Moderation at Concentrix. Paula is based in Belfast.

In this episode, Paula …

Stephen Loynd is a great friend of the CX Files. He is the founder and principal analyst at TrendzOwl, based in Virginia, US.

Stephen joins the CX Files this time to explore the effect of the Great Resignation on jobs …

Terry Rybolt is the Chief Revenue Officer of GigCX platform LiveXchange - he is based in Boston, MA. 

Terry has just published a new book called …

Shira Dodi is the VP of Global Support at Checkmarx in Israel.

In this episode Shira talks about cybersecurity, data protection, and how CX companies can protect important customer data.

https://checkmarx.com/

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Episode 200 of CX Files and we are talking to the person who gave this show it's name, William Carson, Director of Market Engagement at Ascensos in London, UK.

William talks about the post-covid Ascensos Local …

Scott Broetzmann, President of Customer Care Management and Consulting

Scott is based in Virginia, close to Washington DC. His company has been …

Lisa Stoner is the global head of support operations at Uber, based in San Francisco, California. Lisa is also on the General Member Board of Transcom.

In this episode Lisa explore some of the challenges of …

A look ahead at CX in 2022 with...

Lian Rowlands, Director of partnerships at Conversations By Ami

Royal Wootton Bassett, UK

https://www.meetami.ai/

https://www.linkedin.com/in/lian-rowlands-a26119

Stephen Lloyd

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Happy New Year!

Peter Ryan, Principal, Ryan Strategic Advisory (Montreal, Canada) and Mark Hillary, CEO of Carnaby Content (São Paulo, Brazil) …

Review of 2021 and a look ahead to 2022 featuring:

Alistair Niederer, EMEA Head of TTEC

Paul O'Hara, SVP Business Development, Teleperformance EMEA

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Cognitive Copy and Ryan Strategic Advisory recently published the 2021 Offshore BPO Confidence Index. This research gauges BPO confidence in 12 global markets.

The report authors Matt Kendall and Peter Ryan explain the …

Gill Marchbank is CEO and co-founder of ResQ, based in Hull, UK. ResQ is a customer service specialist that was recently named a 3-star company by …

Steve Gush is the head of EXP+ solutions EMEA at Sitel. He is based in Edinburgh, Scotland.

EXP+ is the digital solutions division of Sitel so in …

Ian Jackson is the CEO at Enshored, based in Los Angeles, California. Enshored is focused on innovative startups - especially e-commerce - but in this episode he talks to Peter Ryan about startup e-commerce and what …

Hui Wu-Curtis is the COO at SupportU based in Phoenix, AZ.

In this episode, she talks to Peter Ryan about CX impact sourcing and how it can be used domestically inside the US as well as internationally.

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Tariq Alinur is the founder and CEO of Brayn CX, based in Miami.

We have all become more used to using Teams and Zoom for work during Covid, but are customers now demanding video chat for service? Tariq believes there …

Tamar Ravelli Is an international recruitment consultant at Talingual, based in Belfast, Northern Ireland.

Tamar is focused on multilingual …

Hailey Corr is a senior marketing manager at Vistio. She is based in Puerta Vallarta in Mexico. Vistio's software helps agents inside contact centers deliver a better customer experience by guiding them automatically to …

Steve Soechtig is the Global CEO of Ogilvy Experience. He is based in Denver, Colorado.

Steve is focused on the entire customer journey and how …

Professor Moira Clark is a Professor of Strategic Marketing at Henley Business School in the UK. She is also the founder and director of the Henley …

Tijana Dmitrovic is the CEO of Contact Service based in Belgrade, Serbia.

She started out in the industry as an agent and is now in the c-suite so how can more CX focused organizations offer a stronger career path to …

Darren Arnold and George Todd are the founders of Intersect-HP in South Africa. Their mission is to create genuine employee engagement for customer …

Jo Causon is the CEO of the Institute of Customer Service - she is based in London in the UK.

The ICS is the UKs independent professional customer service body. They offer professional qualifications along with …

Mark Trimble is a Senior Account Executive at Powerland based in Saskatoon, Canada. Powerland is an IT services provider focused on cloud-based services and they have extensive experience working with BPO and CX …

Vidya Ravichandran is President of Glowtouch Technologies, based in Louisville, Kentucky, US. GlowTouch is a strategic outsourcing partner, providing …

Greg Murphy is the EVP North America of Instanda, he is based in Minnesota. The company provides SaaS cloud-based insurance policy admin services to …

Gareth Richards is the co-founder and CEO of Help With My Visa! 

In this edition of the podcast, Gareth explains what travelers are looking for when applying for visas, how agencies supplying these documents can prove …

An electric vehicle (EV) is plugged into the ChargePoint network every 2 seconds, but is the charging infrastructure for EVs being upgraded fast …

Tom Doran is the Head of Remote Working at health insurance company Bupa. He is based in Manchester.

Bupa was founded in the UK in 1947, but has been expanding overseas since the 1970s and is now a global company with …

Sure is a Guernsey-based telecoms firm with a 125-year heritage. Charlotte Dunsterville is the Chief Consumer Officer and therefore leads all consumer engagement - including sales and customer service.

Sure has a focus …

Mark Walton is the CEO, of Sensée. He is based in Shrewsbury in the UK. Sensée is one of the leading work-from-home customer service specialists in Europe with 17 years experience of managing WFH customer service …

Richard Farrand is a senior director at Conduent, based in Kuala Lumpur, Malaysia. He is responsible for the APAC CX business and globally for resource planning.

Richard was previously the Global COO for Bank of America …

Special Edition of the CX Files focused on the recent violence in South Africa. What will it mean for BPO and continued confidence in South Africa?

Huw Davies is the co-founder and Chief Commercial Officer at Ozone API - Ozone helps banks to plug into Open Banking standards.

Huw is on the board of advisers of the Emerging Payments Association and was previously the …

Numrah Irfan is the VP of Client Success at WatServ. She is based in Toronto, Canada. WatServ is a specialist in advising and implementing cloud computing systems.

In this episode, Numrah talks about how companies can …

Lian Rowlands is the director of partnerships at Conversations by Ami. She is based near Swindon in the UK.

Ami is a chatbot that has helped millions of customers, but chatbots have a bad reputation. How can it be …

GigCX Discussion

In this episode of CX Files we talk to a leading management consultant, a provider of a GigCX platform, and a user of GigCX to ask …

What is Contact Center Implementation? How do you create a new contact center in 2021? How do captive centers or BPOs enter into new locations and …

Alex Mead has a long track record in CX director roles in various brands. He is presently based in Bahrain and is the Executive Director of Customer …

Helen Hickin is the founder and CEO of ICON Communication Centres, based in Prague in the Czech Republic. ICON is focused on CX, inside sales, and account management for B2B brands.

Most of the time when we focus on CX …

Michele Rowan is president of the WFH Alliance, an industry forum that organizes workshops, events and toolkits all focused on helping companies …

Jeff Pappas is the EVP of Site Selection and Brokerage at ESRP, based in Dallas, Texas. Jeff has two decades experience helping companies select the best site for their business - including contact centers and BPO …

Annelien Marcus is director and recruitment manager at Clarion People, based in London. In this episode she talks about the changing nature of CX recruitment and the skills needed to be a  modern CX professional.

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Miya Knights is the Director and publisher of Retail Technology, possibly the first dedicated retail technology trade journal in the UK. She is based …

Mark Hillary, from CX Files, published a new book this week (WFH: Securing The Future For Your Organization) co-authored with Andrew McNeile, the CCO …

Alistair Niederer is the EMEA head of TTEC. He is based in London in the UK.

Alistair has published several articles recently suggested that we need to redefine CX outsourcing - even dropping the term outsourcing. His …

ATAC is a Canadian based virtual service BPO. They have been a Canadian trailblazer since 2011 and have always focused on work-from-home (WFH) agents.

Tugs Smith is the co-founder of ATAC and in this episode of CX Files …

It's that time of the year again! Ryan Strategic Advisory asks hundreds of CX decision-makers every year to talk about their most favored locations for BPO and other trends affecting the marketplace. In this episode of …

Simon Dillsworth is the UK Managing Director of Davies Consulting (Davies Group acquired Ember Group - you may have heard Simon a year ago on this …

Chris Gillen is the CEO of A Closer Look, based in Atlanta, Georgia.

A Closer Look focuses on data and human intelligence and in this episode of the podcast Chris explores the effect of the Covid-19 pandemic on customer …

Rob van Herpen is the Regional Vice President for North America at 5CA. He is based in North California.

5CA has a two-decade history of work-from-home (WFH) CX and Rob was here on CX Files a year ago helping companies …

The CX rules have been rewritten by the Covid-19 pandemic. That's the conventional wisdom, as analysts talk about the New Normal... but Rick Denton, …

The Ryan Strategic Advisory annual BPO survey will be published next month - featuring the most desirable global BPO locations. In this preview Peter Ryan talks to Lian Rowlands from Conversations by Ami (UK), Dave …

Randy Arellano has a long history in CX - he has worked at several of the major CX suppliers. In 2018 he joined Auxillium with the mission of making high quality CX available to smaller companies and start ups. His …

Stuart Ravens founded Corax Insights in London at the start of 2021, but he has a long history as an industry analyst (Navigant and Ovum) focused on energy and utilities. In this episode of the podcast, Stuart talks …

William Carson is the director of market engagement at Ascensos. He is based in London and away from Ascensos he is also a frequent CX commentator and council member of the GSA.

Ascensos has a strong focus on retail CX …

Jim Farnsworth is a veteran of the CX industry. He is currently an Executive Vice President at SYKES and is well known as one of the leading thinkers …

Ted Nardin and Brian Kearney founded research and advisory firm 5th Talent and are based in the US. During the Covid-19 pandemic they asked 4,000 contact center agents about their WFH experience. Now they are back with …

Nate Brown is the Chief Experience Officer at Officium Labs and the co-founder of the CX community CX Accelerator. He is based in Nashville Tennessee.

In this episode, Nate talks about the people who work in CX. How do …

GigCX is often compared to traditional contact centers or BPO, but there is an opportunity to re-think how customer service is designed throughout the entire customer journey.

Megan Neale is co-founder and COO of …

Victor van Baal is the GTM lead and MD of Qelp at Sykes Digital Services (SDS) and Amahl Williams is a director of SDS. Victor is based in Amsterdam in the Netherlands and Amahl is based just outside of Boston, …

In this final 2020 episode of CX Files, we brought together some leading CX experts and analysts to look at the key trends in 2020 and what might …

Jonas Dahlberg is the CEO and President of Transcom. He is based in Stockholm, Sweden.

Transcom has a team of over 26,000 people working across 22 …

Robèrt van Diem is the Senior VP of Operations at 5CA, He is based in the Netherlands.

Robèrt has a long history leading operations at companies …

Ian Sanders has had a long career in events and ticketing, most recently as the Senior Commercial Director at Ticketmaster in the UK. Ian is based in Manchester.

In this episode, Peter Ryan talks to Ian about how events …

Paula Kennedy-Garcia is VP of Strategic Projects and Corporate Strategy at Concentrix. She leads the Concentrix Gig platform - Solv.

In this episode, …

Terry Rybolt is the Chief Revenue Officer at LiveXchange. He is based in Boston, MA.

LiveXchange was one of the earliest Gig CX platforms and they …

Shannon Burch is the Contact Center Director at Western Financial Group, based in Alberta, Canada.

Shannon has deep experience of managing customer experience in Canadian financial service companies and she has managed …

Scott Newman is the founder and CEO of Transparent BPO. He is based in Maryland, US, although Transparent has extensive operations in the Philippines and Belize. 

In this episode, Scott talks about WFH going permanent, …

Ahmed Refky is CEO of Raya Contact Center, based in Cairo, Egypt. In this edition we look at CX in Egypt and how the region has recovered from the …

Andrew McNeile is the Chief Customer Officer of ThinScale Technology, based in Dublin, Ireland.

ThinScale was recently mention on this podcast by …

Pratik Salia is the Senior Product Marketing Manager at Knowmax, based in Gurgaon, India.

Knowledge Management is becoming a strong CX differentiator and Pratik has a unique insight with his product being used now in …

Michael DeSalles is a Principal Analyst on the North American Customer Care team at industry analyst firm Frost & Sullivan. He recently published …

Nearshoring has been a popular CX and BPO option for many years, but what about super-nearshoring from the border between the US and Mexico. Is there …

In this episode we will hear from two BPO leaders focused on how the Philippines is recovering from the Covid-19 pandemic.

Don Berryman is the Executive Vice President and Chief Commercial Officer of Transcom North …

Emelie Hedén Edlund is a design director at McKinsey Design. She is based in Stockholm Sweden. Emelie is experienced in design thinking and has a …

Simon Knudsen is the CEO at Xzakt Kundrelation - a Transcom company. He is based in Stockholm, Sweden.

Simon heads the FLEX model Transcom has …

Stephanie Reeves Millner is Vice President of CX Management at Teleperformance US. She is also a board member of TP Women and she is based in Phoenix, Arizona. One of her key areas of focus is American retail which is …

Peter Ryan is the Principal Analyst at Ryan Strategic Advisory. He is one of the best-known commentators on CX and contact centres globally. Peter is based in Montreal, Canada.

In this episode, Peter talks about WFH …

Something new - just Mark Hillary alone this week. It's an experiment, but next week will be the usual interview format...

Mark explores how the CX industry has managed to innovate and adapt to the new normal after …

What's happening in Belarus and how does it affect the wider IT and CX business community? On this episode, three experts on Belarus, and the region, discuss the recent disputed election and the subsequent turmoil in …

Kelvin Plomer is director of player experience at Jagex, based in Cambridge in the UK. Jagex is well known for their classic RPG, Runescape, but they …