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CX Files

100 EpisodesProduced by Mark Hillary and Peter RyanWebsite

CX Files features your hosts, CX industry analysts Mark Hillary and Peter Ryan, speaking each week to leading analysts, thinkers, and practitioners focused on managing the Customer Experience (CX). In each episode Mark and Peter talk to their guests about the future of CX, the important trends, and … read more

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Colson Hillier - Alorica - Building CX Resilience And Innovation

June 30th, 2022

29:36

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 - Orphoz (McKinsey & Co) - Connecting A CX Vision To CX Implementation

June 23rd, 2022

17:16

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 Ratanshi-Stein - Surfboard - Turning WFM For CX Into Team Planning

June 16th, 2022

23:43

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 - Paythru - CX for EVs And Sustainable Transport

June 9th, 2022

23:16

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 - Clarion People - Post-Covid CX Recruitment

June 2nd, 2022

22:34

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 - Atento - The Evolution Of CX Nearshoring

May 27th, 2022

17:42

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 - Dow - Designing A Fantastic B2B Customer Experience

May 19th, 2022

21:23

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 - iSON Xperiences - CX Partnerships After The Pandemic

May 12th, 2022

27:02

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 - Coaching for Success in CX

May 5th, 2022

27:58

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 - The Future of Customer Loyalty And CX

April 28th, 2022

26:56

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 - Teleperformance - It's Time To Truly Value CX Partnerships

April 21st, 2022

18:28

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 - Pro Progressio - CX And BPO In Poland And The CEE Region

April 14th, 2022

29:20

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 Top 5 Offshore BPO Destinations In 2022

April 7th, 2022

38:27

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 - Coaching For CX Success And Leadership

March 31st, 2022

34:01

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

Ivan Kotzev - NelsonHall - CX Innovation & Transformation

March 25th, 2022

23:49

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 - GlobalStep - CX For Games And Gaming

March 17th, 2022

27:54

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 - Webhelp - The Post-Covid Evolution Of CX

March 10th, 2022

25:55

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 …

Let's Hear It For The CX Women With Alexandra Fus And Kathia Yacaman

March 3rd, 2022

27:12

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 : Trust & Safety in CX

February 25th, 2022

20:31

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 - TrendzOwl - CX And The Great Resignation

February 17th, 2022

32:21

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 - LiveXchange - Don't Fear The GigCX Worker!

February 10th, 2022

35:33

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 - Checkmarx - Cybersecurity And CX

February 3rd, 2022

25:58

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/

William Carson - Ascensos - Planning For CX After Covid

January 27th, 2022

33:00

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 - CCMC - What Causes Customer Rage And How Can You Handle It?

January 20th, 2022

43:15

Scott Broetzmann, President of Customer Care Management and Consulting

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

Lisa Stoner - Uber - CX Innovation And Hyper-Growth

January 13th, 2022

33:09

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 …

CX In 2022 With Stephen Loynd & Lian Rowlands

January 6th, 2022

20:32

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

Peter Ryan & Mark Hillary on The Major CX Issues For 2022

December 30th, 2021

25:31

Happy New Year!

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

TTEC & Teleperformance Review Of 2021 and 2022 Preview

December 23rd, 2021

24:11

Review of 2021 and a look ahead to 2022 featuring:

Alistair Niederer, EMEA Head of TTEC

Paul O'Hara, SVP Business Development, Teleperformance EMEA

2021 Offshore BPO Confidence Index - Cognitive Copy and Ryan Strategic Advisory

December 16th, 2021

13:16

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 - ResQ - Building World Class Culture In EX & CX

December 9th, 2021

16:21

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 - Sitel Group - Digital CX Now And In 2022

December 2nd, 2021

21:24

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 - Enshored - CX and e-Commerce for the giants and innovative startups

November 25th, 2021

17:36

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 - SupportU - Impact Sourcing For CX

November 18th, 2021

21:47

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.

Tariq Alinur - Brayn CX - The Growth In Video Chat For CX

November 11th, 2021

22:34

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 - Talingual - How Is BPO Recruitment Recovering After Covid?

November 4th, 2021

14:48

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

Tamar is focused on multilingual …

Hailey Corr - Vistio - Best Practice In CX Automation

October 28th, 2021

17:37

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 - Ogilvy Experience - Building Long-Term Customer Relationships With CX

October 21st, 2021

34:25

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 - Henley Business School - Customer TLV And Building Back Better CX

October 14th, 2021

18:31

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 - Contact Service - How To Build A Career In CX

October 7th, 2021

17:31

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 & George Todd - Intersect-HP - Genuine Employee Engagement In CX

September 30th, 2021

24:26

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 - ICS - Building Back With Better CX

September 23rd, 2021

12:10

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 - Powerland - CX And The Cloud

September 16th, 2021

16:24

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 - Glowtouch - Diversity And Inclusion In CX and BPO

September 9th, 2021

22:31

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

Greg Murphy - Instanda - CX And Insurance In The Cloud

September 2nd, 2021

18:53

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 - Help With My Visa! - Travel CX After The Pandemic

August 26th, 2021

19:54

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 …

Tanya Sinclair - ChargePoint - How Do We Improve The EV User Experience?

August 19th, 2021

22:06

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 - Bupa - WFH CX Strategy Before And After Covid

August 12th, 2021

18:51

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 …

Charlotte Dunsterville - Sure - Managing B2B, B2C, Sales And CX All Together!

August 5th, 2021

21:02

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 - Sensée - The Emergency Is Over, Time For WFH To Get Professional

July 29th, 2021

29:57

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 - Conduent - Designing And Transforming For Great CX

July 22nd, 2021

22:10

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: Violence In South Africa

July 16th, 2021

22:45

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 - Ozone API - Can Open Banking Improve Bank CX?

July 15th, 2021

26:17

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 - WatServ - Building Back Better With The Cloud

July 8th, 2021

22:40

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 - Conversations By Ami - How Can We Improve ChatBots In CX?

July 1st, 2021

24:08

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 Featuring McKinsey, LiveXchange, and NewAge Products

June 25th, 2021

28:58

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 …

Victor Pereda - Nearsol - How To Implement A New Contact Center

June 17th, 2021

12:38

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 - Who Decides On Who Is Really A CX Guru?

June 10th, 2021

13:26

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 - ICON Communication Centres - The Evolution Of B2B CX And Inside Sales

June 3rd, 2021

19:39

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 - WFH Alliance - After The Pandemic WFH Is Here To Stay

May 27th, 2021

16:33

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

Jeff Pappas - ESRP - Where Should You Locate A Contact Center?

May 20th, 2021

30:18

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 - Clarion People - Recruitment And The Modern CX Professional

May 14th, 2021

20:09

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.

Miya Knights - Retail And CX In The Post-Pandemic Next Normal

May 7th, 2021

19:24

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

WFH: Securing The Future For Your Organization

April 30th, 2021

25:52

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 - TTEC - CX Is About Orchestration Not Outsourcing!

April 23rd, 2021

13:01

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 …

Tugs Smith - ATAC Inc - The Value Of WFH Certification

April 16th, 2021

15:57

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 …

Peter Ryan : Ryan Strategic Advisory : Front Office BPO Omnibus Survey 2021 Results

April 8th, 2021

18:44

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 : Davies Consulting : Intelligent Automation; Striking The Balance Between Cost And Driving Customer Loyalty

April 1st, 2021

18:28

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 : A Closer Look : Travel & Leisure CX Before And After Covid

March 26th, 2021

22:27

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 : 5CA : How WFH Will Evolve In 2021

March 19th, 2021

29:38

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 …

Rick Denton - EX4CX - 2020 The Year (NOT) Everything Changed For CX

March 12th, 2021

20:23

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, …

Discussion: Where Are The Emerging BPO Destinations In 2021?

March 5th, 2021

27:55

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 : Auxillium : Can Smaller Companies Also Outsource Their CX?

February 26th, 2021

16:54

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 : Corax Insights : Do Energy And Utility Companies Even Think About CX?

February 19th, 2021

22:19

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 : Ascensos : Retail And CX - Is The Future Phygital?

February 12th, 2021

23:49

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 : SYKES : Transforming Agents Into Ambassadors

February 5th, 2021

21:16

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 & Brian Kearney : 5th Talent : What CX Leaders Need To Understand About WFH

January 29th, 2021

32:09

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 : Officium Labs : Experts Not Agents - Redefining The People Who Work In CX

January 22nd, 2021

16:06

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 …

Megan Neale : Limitless Technology - How GigCX Will Redefine CX In 2021

January 15th, 2021

31:46

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 & Amahl Williams : SDS : CX Automation, Innovation and Transformation In 2021

January 8th, 2021

24:06

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, …

Analyst Views On CX In 2021 - Marianne Rutz, Stephen Loynd, Peter Ryan

December 30th, 2020

24:24

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 - Transcom - CX In A Post-Covid World

December 23rd, 2020

15:37

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 - 5CA - The Real Opportunities For WFH In 2021

December 18th, 2020

20:41

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 - CX For Ticketing And Events

December 11th, 2020

23:11

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 - Solv - Gig CX Is Already The New Normal

December 4th, 2020

15:35

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 - LiveXchange - CX + The Gig Economy = GigCX

November 27th, 2020

26:11

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 - Western Financial Group - Building CX Strategies For Smaller Or Established Companies

November 20th, 2020

16:47

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 - Transparent BPO - Multisourcing And The New Normal For BPO In 2021

November 13th, 2020

24:21

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 - Raya - CX & BPO In Egypt

November 6th, 2020

19:57

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 - ThinScale Technology - Why WFH BPO Needs BYOD

October 30th, 2020

14:49

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

ThinScale was recently mention on this podcast by …

Pratik Salia - Knowmax - Knowledge Management and CX

October 23rd, 2020

14:28

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 - Frost & Sullivan - Covid-19 And The BPO Road To 2021

October 16th, 2020

12:01

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

Anny Serrano (OneStar Solutions) and Jason Heil (Redial BPO) - BPO On The Border In Mexico

October 9th, 2020

28:03

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 …

How Has The Pandemic Affected Contact Centers In The Philippines? (with Transcom and Teleperformance)

October 2nd, 2020

21:32

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 - McKinsey - Where Is The Next Normal For Retail?

September 25th, 2020

15:47

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 : Transcom : FLEX vs GigCX - Are The Contact Centers Getting Flexible?

September 18th, 2020

16:18

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 - Teleperformance - US Retail In The Next Normal

September 11th, 2020

12:22

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 - Ryan Strategic Advisory - WFH, GigCX And Looking Ahead To CX in 2021

September 4th, 2020

12:07

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 …

Mark Hillary - CX Is Leading Other Industries To The New Normal

August 28th, 2020

9:18

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 …

Belarus - What's Happening And Why Now?

August 21st, 2020

23:46

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 - Jagex - Gaming And Managing Player Experience

August 14th, 2020

29:23

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 …

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