CX Files
317 episodes - English - Latest episode: 11 days ago - ★★★★★ - 5 ratingsCX 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 what customers really expect from brands today.
Homepage Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed
Episodes
Paula Kennedy Garcia - CX Digital Delivery
April 18, 2024 09:17 - 14 minutes - 19.7 MBCX Outsourcers Special Edition: For the next two weeks CX Files will be published on both Monday and Thursday giving previews of the talks that will be taking place in Atlanta at the CX Outsourcers conference on May 1/2... --- Paula Kennedy Garcia is an old friend of the CX Files. She has senior experience in several leading BPOs and is know as a leader in CX innovation and new delivery models. Paula is based in Belfast. In this conversation with Mark Hillary she talks about her planne...
Alex Mead - Total CX - Bahrain For Nearshore And Offshore CX
April 11, 2024 19:58 - 27 minutes - 37.8 MBAlex Mead is the CEO of Total CX. He is based in Bahrain. Alex is a long time friend of the CX Files and he has featured before talking about the need for better CX advice and expertise across the industry. In this discussion with Peter he is talking about Bahrain and the opportunity for this region to emerge as a nearshoring BPO destination... Bahrain may not have been on your radar before, but listen to Alex and it may well be! https://www.linkedin.com/in/alexmead/ https://total-cx....
Nirali Amin - LivePerson - The State Of Customer Conversations And The AI Gap
April 04, 2024 18:50 - 31 minutes - 44.1 MBNirali Amin is the SVP Global Solutions and Success at LivePerson. She is based in the US. LivePerson recently published a report focused on the state of customer conversations and the emerging "AI gap" between the willingness of customers to use and accept AI customer service solutions and the willingness of executives to roll out these solutions. This gap points to a bigger picture that is focused on the digital transformation of customer service processes. Mark Hillary called Nirali t...
Chris Hague - yoummday - CCW Berlin Feedback And The Future Of CX
March 28, 2024 04:00 - 45 minutes - 63.5 MBChris Hague is the head of marketing at yoummday. He is based in Prague, in the Czech Republic. Chris was at the recent CCW conference in Berlin and he posted some of his thoughts online about his views on the future of BPO - based on the conference trends. In this conversation with Mark Hillary, Chris explores some feedback from the CCW conference and also asks what the BPO or CX specialist of the future needs to look like? Chris talks about the discussion in Berlin affecting all profes...
Rod Jones - "75 Not Out" And Looking Back At Half A Century Of CX
March 21, 2024 04:00 - 33 minutes - 46.9 MBRod Jones is a legend in the CX industry. Based in Johannesburg, South Africa, Rod is now a speaker, trainer, and coach - focusing his experience of contact centers and CX on the next generation of managers. Rod was 75 a few days back and he started his first business in 1972 - so he has experienced CX and customer service processes up close, or as an advisor, for over half a century. There are very few people in the industry with this level of experience so Mark Hillary and Peter Ryan c...
Matt Kendall - BPO Bullhorn - A New Newsletter For The BPO & CX Community
March 14, 2024 08:19 - 40 minutes - 55.9 MBMatt Kendall founded Cognitive Copy, a B2B copywriting and ghost-writing specialist. He is based in Madrid, Spain. He recently launched a newsletter focused only on the BPO and CX community called BPO Bullhorn... Mark Hillary called Matt to talk about BPO Bullhorn and why newsletters are still a useful way to build a community. Matt also reminded Mark that he has been on the podcast back in 2021 - Mark forgot this during the introduction! Here is that earlier show... https://cxfiles....
Dr Lollie Mancey - UCD Innovation Academy - Resilience And Work/Life Balance In The CX Workplace
March 07, 2024 13:42 - 36 minutes - 50.1 MBDr Lollie Mancey is an anthropologist and AI ethicist based in Dublin, Ireland. She is the Programme Director for Innovation and Entrepreneurship (Digital tech and resilience) at the University College Dublin Innovation Academy. Lollie is focused on workplace performance and this includes how work/life balance should be managed and what causes anxiety and other issues that may damage work perforamnce, home life, or both. Lollie isn't focused specifically on CX, but her research covers work...
Bruce Winder - The Future Opportunities And Challenges For CX In Retail
February 29, 2024 15:05 - 25 minutes - 34.6 MBBruce Winder is the president at Bruce Winder Retail. He is a leading analyst focused on the retail sector, with a long history of senior management roles in the retail industry. Bruce is based in Toronto, Canada. Bruce talked to Peter Ryan about trends and challenges for CX in retail in the 2020s. https://www.linkedin.com/in/brucewindermba/ www.brucewinder.com
Vaishali Dialani - Konabos - CX And Data-Driven Analytic Decisions
February 22, 2024 04:00 - 22 minutes - 31.4 MBVaishali Dialani is a Senior CX Strategist at Konabos. She is based in Dubai, UAE. Vaishali is passionate about how data can be used to help both customers and brands by identifying preferences and trends. Peter Ryan called Vaishali to talk about making better business decisions by using data-driven analytics. https://www.linkedin.com/in/vaishalidialani/ https://konabos.com/
Rob Dwyer - Happitu - What Can We Learn From CX Podcasting?
February 16, 2024 09:47 - 31 minutes - 43.5 MBRob Dwyer is the VP of Customer Engagement at Happitu. He is based in Wichita, Kansas. Rob also hosts the Next In Queue podcast - another CX-focused podcast. Peter Ryan called Rob to talk about CX lessons from his main day job, but also what he learns from talking to CX leaders across the world on his podcast. https://www.linkedin.com/in/j-robert-dwyer/ https://happitu.com/ https://podcasts.apple.com/us/podcast/next-in-queue/id1586211868 https://happitu.com/learn/podcast
BONUS - Sensée Buys The Contact Company ... CX Files talks to both CEOs
February 08, 2024 18:58 - 15 minutes - 20.9 MBOn February 5, 2024, British contact centre company The Contact Company (TCC) was put into adminstration. Struggling to recover from a cyber attack in 2022, the previously successful company found itself in the red. On February 7, 2024, the UK media - starting with the Liverpool Echo - explained that the assets and business of TCC had all been sold to the British work-from-home specialist Sensée by the finance company FRP Advisory - the company called in to save the business. Mark Hillar...
Mike Harfield - Sigma Connected - Developing Great Career Options For CX Teams
February 08, 2024 13:00 - 27 minutes - 38.1 MBMike Harfield is the COO and Co-Founder at Sigma Connected Group. He is based close to Birmingham in the UK. In this epsiode of CX Files Mark Hillary speaks to Mike about developing careers in CX. He explains how his company has explored impact sourcing initiatives across South Africa and the UK and how a focus on training, support, and developing genuine career paths for people working in CX helps employees to perform better now - and creates options for their future. Mike is passionate...
Nina Čaprić - NCR Voyix - How BPOs Can Manage Government Relationships
February 01, 2024 13:40 - 29 minutes - 40.9 MBNina Čaprić is the Government Relations Manager EMEA at NCR Voyix. She is based in Belgrade, Serbia. Peter Ryan called Nina to talk about her role managing government relationships. How is the public sector different to the private sector and do BPOs need to behave in a different way when national - or regional - governments are the client? https://www.ncr.com/ https://www.linkedin.com/in/nina-capric/
Jo Garland : Remote Employee Engagement In Contact Centers (WFH)
January 25, 2024 13:36 - 26 minutes - 37.1 MBJo Garland is an experienced CX professional. She is based in Surrey in the UK, close to London. In this interview Jo is speaking in a personal capacity as Peter Ryan called to ask about her experience of a Master's Degree in Leadership at Henley Business School. Jo graduated in 2021 with a distinction so the research was clearly appreciated by the course supervisors. Jo used the experience of the pandemic to focus her research on how the CX and BPO environment changed because of the mov...
Randy Arellano - DATAMARK - BPO Has Transformed In The 2020s And This Change Favors Mid-Size CX Experts
January 19, 2024 14:35 - 30 minutes - 42.2 MBRandy Arellano is the head of sales and marketing at DATAMARK. He is based in Dallas, Texas. DATAMARK offers contact center and Business Process Outsourcing (BPO) services with delivery centers in the US, India, and Mexico. In this discussion with Mark Hillary, Randy talks about how rapidly the entire BPO landscape has progessed since the start of this decade. The period of the pandemic created a wave of flexible working practices and work-from-home (WFH) that has persisted across the i...
More Than AI: The Less Obvious CX Predictions For 2024
January 11, 2024 12:41 - 33 minutes - 46.5 MBEvery analyst and journalist is saying that AI will be important in 2024. It's obvious... but what are the less obvious predictions we can make for CX trends in the new year? CX Files host Peter Ryan (Canada) hosted a discussion focused on CX in 2024 featuring: https://www.linkedin.com/in/peter-ryan-montreal/ Mark Hillary CX Files co-host (Brazil) https://www.linkedin.com/in/markhillary/ Lian Rowlands Principal Consultant, Tayma Solutions (UK) https://www.linkedin.com/in/lia...
CX Files Year In Review: Mark Hillary and Peter Ryan look back at 2023
December 21, 2023 04:00 - 22 minutes - 30.5 MBIt's the festive season. Mark and Peter have decorated the podcast for Christmas. Although many people will now be off work for the Holidays there are millions of CX agents out there still helping customers to get their presents on time. In this final CX Files of 2023, Mark and Peter look back at the key CX trends of 2023 and some of their favourite interviews from the year. CX Files will return on January 11 with a panel of expert analysts exploring the trends to watch for in 2024. ht...
Adrian Swinscoe - Punk CX - Defining A Punk Future For CX
December 14, 2023 04:06 - 32 minutes - 45.1 MBAdrian Swinscoe is well known in the CX community as an adviser, speaker, and writer. His Punk CX book argued for a new approach to CX and he also publishes the Punk CX podcast. Adrian also writes about CX in the business magazine Forbes. He is based in Edinburgh, Scotland. In this conversation with Peter Ryan, Adrian argues for a new approach to designing and managing CX - especially when hiring a customer service specialist. He argues for genuine partnership rather than the traditional c...
Southeastern - Managing CX For A Railway And Building A Great CX Partnership
December 07, 2023 17:47 - 34 minutes - 47.4 MBIn this discussion, Mark Hillary talks to Christine Heynes, Head of Customer Transformation, and Yvonne Quinn, Head of Customer Relations, at Southeastern Railway in the UK. Southeastern is the public-facing name of SE Trains Ltd - a train operating company that serves the south east area of England. Southeastern serves the main London stations of Charing Cross, Waterloo East, Cannon Street, London Bridge, St Pancras, Victoria and Blackfriars. The network has route mileage of 540 miles...
Sidharth Mukherjee - Teleperformance - How CX Can Really Use Generative AI
November 30, 2023 04:00 - 23 minutes - 32.6 MBSidharth Mukherjee is the Chief Digital Officer at Teleperformance. He is based in San Francisco, California. Sid is focused on all things digital and CX and in this conversation with Peter Ryan he talks about the explosion in interest in Generative AI in 2023 and how it can really be applied to improve the customer experience. https://www.linkedin.com/in/sidmuk/ https://www.teleperformance.com
Andrew McNeile - ThinScale - WFH Security And How Covid Changed BPO Forever
November 23, 2023 04:00 - 32 minutes - 44.7 MBAndrew McNeile is the Chief Customer Officer of ThinScale Technology. He is based in Dublin, Ireland. ThinScale enables remote and hybrid work using bring-your-own-device by ensuring that remote employees can connect securely. The company saw a boom as the pandemic forced office workers to work from home, but what does the situation look like now? Is WFH and hybrid here to stay in CX and BPO? Mark Hillary called Andrew at his base in Dublin to catch up and see how he thinks BPO will e...
Sagufta Janif - Outsource Fiji - How Is A South Pacific Island Nation Succeeding At BPO?
November 16, 2023 04:00 - 24 minutes - 34.1 MBSagufta Janif is the Executive Director of Outsource Fiji. She is based in Suva, Fiji. Fiji is located in the South Pacific, east of Australia and north of New Zealand. It is an island country with a population of approximately one million people, but Fiji has been punching above its weight in CX and BPO. What is Fiji offering and why are so many companies interested in BPO from Fiji? Peter Ryan called Sagufta at her base in Suva to explore these questions. https://www.linkedin.com/...
Chris Hague - Yoummday - Is Traditional BPO Dead Or Just Evolving?
November 09, 2023 19:19 - 33 minutes - 46.6 MBChris Hague is the head of marketing at Yoummday. He is based in Prague in the Czech Republic. Yoummday is based in Germany and offers a platform-based approach to CX that resembles the GigCX we have often talked about on CX Files, but in the interview Chris explains how Yoummday differs from the classic gig approach. Mark Hillary called Chris after reading an article Chris published asking if the traditional BPO model - contact center and customer service employees - is dead... Chris ar...
Nerys Corfield - Injection Consulting - What's Going Wrong With Digital CX?
November 02, 2023 13:42 - 23 minutes - 33 MBNerys Corfield is the founder and director of Injection Consulting. She is based in South Wales, close to Newport. Nerys posted on LinkedIn recently about how a retail bank is using digital non-voice customer service channels - it wasn't a compliment. Peter called Nerys to discuss why so many organisations are getting voice right, but are not paying attention to chat, email, and texting... why are so many companies dropping the ball when it comes to digital channels? https://www.linkedin...
Dianne McCoubrey - Grypp - The Future For Video In Customer Service Interactions
October 26, 2023 13:06 - 31 minutes - 43.9 MBDianne McCoubrey is the VP of Sales at Grypp. She is based in Toronto, Canada. Grypp helps customer service agents to get closer to customers by providing an immersive video experience. In this conversation, between Mark Hillary and Dianne, the CX Files explores how video can be used to improve customer service interactions. Why is it not used more often today and can it be more than just a video call between a customer and agent? https://www.linkedin.com/in/dianne-mccoubrey-7a87b510/ ...
Mike Butler & David Neale - Nutun CX - When ESG And CSR Lead To A Dramatic Improvement In CX
October 19, 2023 13:30 - 31 minutes - 44.2 MBDavid Neale is the Chief Growth Officer at Nutun CX. Mike Butler is the Executive Director of Sales and Marketing at Nutun CX. David and Mike are both based in the UK, but Nutun operations are in South Africa. Every BPO says that they do Corporate Social Responsibility (CSR). Every annual report features an update on Environmental, Social, and corporate Governance (ESG) these days... but are BPOs and clients really taking this seriously? The team at Nutun believes that their approach rai...
Diane Edwards - Mona School of Business & Management - Data Protection In Jamaica
October 12, 2023 15:06 - 29 minutes - 41.2 MBDiane Edwards is Director of the consulting and professional services unit at the Mona School of Business & Management in Kingston, Jamaica. Diane has a long history in BPO management and promotion and she led JAMPRO, the Jamaican trade and investment agency for over 9 years, until 2022. In this CX Files episode, Peter Ryan talks with Diane about the compliance implications of the Jamaican Data Protection Act 2020. This law comes into force on December 1, 2023 and many companies are sti...
Michele Rowan - WFH Alliance - Is WFH And Hybrid Now Permanent In CX And BPO?
October 05, 2023 19:25 - 23 minutes - 32.6 MBMichele Rowan is the founder and president of the Work From Home Alliance. She is based in Virginia in the US. The CX Files talked to Michele over two years ago in 2021. At that time we were leaving the worst period of the pandemic - the lockdowns were over and a vaccine was just starting to roll out. Michele then predicted that WFH and hybrid working would remain a permanent feature of BPO and CX. The new normal would include WFH. Mark Hillary caught up with Michele to see what the WFH ...
Terry Rybolt - LiveXchange - GigCX And The Benefits Of A Flexible Workforce
September 28, 2023 18:54 - 28 minutes - 39 MBTerry Rybolt is the Chief Revenue Officer at LiveXchange Technologies. He is based in Boston. LiveXchange is a platform that allows companies to augment their existing customer service processes with a team of gig workers - a bench of GigCX. This talent can be called on daily or occasionally, as and when it is required. It works for companies that manage their CX internally and also if a BPO is managing the process. Terry recently published a new book - co-authored with Mark Hillary - on...
Beza Tekola - Suture BPO - Improving The Patient Experience In Healthcare
September 21, 2023 13:43 - 26 minutes - 36.6 MBBeza Tekola is a doctor. She is a gastroenterologist based in Fairfax, Virginia. Beza founded Suture BPO to help manage the back office processes within healthcare organizations. In this conversation with Peter Ryan, Beza talks about why healthcare needs BPO expertise and what is especially important about the healthcare industry. https://www.linkedin.com/in/bezawittekola/ https://www.getsutured.com/
Jon Yarlett - Impact Sourcing Alliance - The Role of Impact Sourcing In BPO and CX
September 14, 2023 12:58 - 27 minutes - 38.6 MBJon Yarlett is the founder and COO of Intelligent Sourcing magazine. He recently founded a new trade association focused on impact sourcing titled the Impact Sourcing Alliance. The role of the new alliance is to support the education and information sharing of Impact Sourcing globally across the broad BPO and CX community. Jon is an old friend of CX Files and has often published articles by Peter and Mark in his magazine. In this discussion with Peter he explores why impact sourcing has ...
Cheryl Paarwater - Call-Lab BPO - Confidence in South Africa BPO
September 07, 2023 14:36 - 25 minutes - 35.9 MBCheryl Paarwater is the founder and Managing Director of Call Lab BPO - based in Cape Town, South Africa. Cape Town faced a recent wave of violence during a series of taxi strikes. Peter called Cheryl to find out what's really happening and why we should still have confidence in CX services from South Africa. https://www.linkedin.com/in/cheryl-paarwater/ https://call-lab.com/ https://www.bbc.com/news/world-africa-66445019
CX Files Is Back Tomorrow!
September 06, 2023 14:13 - 53 seconds - 1.25 MBThis is just a short alert to let you know that CX Files will be back from our summer break tomorrow - remember to tell your friends and contact Peter Ryan or Mark Hillary if you have ideas or questions for the show... https://cxfiles.libsyn.com/cxfiles
CX Files Is Taking A Summer Break - Back In September!
August 03, 2023 04:00 - 2 minutes - 3.46 MBFor 280 episodes Mark and Peter have always ensured there is a new CX Files episode every single week. However, as it is a very quiet time of year we decided this year that it's not fair on our guests to ask them to appear when few are listening. We will be back in the first week of September - see you then! If you are taking a summer break then have a great time (it's winter here in Brazil!) Mark Hillary and Peter Ryan
Alistair Niederer - NeedleRock - The Truth About ESG And BPOs
July 27, 2023 04:00 - 25 minutes - 35.6 MBAlistair Niederer is well known on the CX Files - he was a guest just a few months ago, but was invited back as he has now changed role and he published an important new white paper on ESG. Most leaders are now concerned about their Environmental, Social, and corporate Governance (ESG) measures - but are they really focusing on change or just how to score well in the audits? Alistair has been focused on exploring ESG in CX and BPO and he talks about his recent research in this episode. h...
CX FILES JULY Q&A - Mark Hillary & Peter Ryan
July 24, 2023 04:00 - 27 minutes - 37.4 MBIt's the first CX Files Q&A session with Mark Hillary and Peter Ryan. Listen in to hear Mark and Peter answer audience questions and talk about the latest industry trends and news. In this discussion Mark and Peter talk about: Why are IVRs so bad? Will AI drastically reduce agent numbers? What are the latest trends in WFH? Was Queen at Wembley 1986 the best concert movie ever? Tribute to our friend Dominic Pannell https://www.linkedin.com/in/markhillary/ https://www.linkedin.co...
Keith Gait - CX Foundation - Definitely CX 📚
July 20, 2023 04:00 - 24 minutes - 33.7 MBKeith Gait is the CEO of the CX Foundation. He is based in the UK. The CX Foundation publishes research, blogs, a podcast, and hosts many different events focused on CX. Member organisations are drawn from across the industry. In this discussion Keith talks about the work of the CX Foundation, his new book "Definitely CX", and looks to the future of CX - managing the cost of living crisis and predicting how the role of the agent may be about to change. https://www.cxfo.org/meet-the-team/...
Caskey Ndaba - Momentum Metropolitan Insurance - CX & Insurance In Africa
July 13, 2023 19:12 - 24 minutes - 34.2 MBCaskey Ndaba is the Executive Head: Channel And Distribution at Momentum Metropolitan Insurance Africa. Both Caskey and Momentum Metropolitan are based in Johannesburg, South Africa. For this interview Caskey was on the road so Peter Ryan called him in Windhoek, Namibia. Caskey talked about the challenges of building customer relationships in insurance when many customer interactions are difficult - for example, processing claims. He also talks about the differences in nuance between reg...
Audrey William - Ecosystm - Listening To Customers And Using Data To Create Better Insights
July 06, 2023 09:07 - 28 minutes - 40 MBAudrey William is the Principal Adviser at Ecosystm - she is based in Sydney Australia. In this conversation with Mark Hillary, Audrey talks about how companies can listen to their customers more effectively. This especially applies to collecting and using data more effectively to create insight into what their customers need. https://www.linkedin.com/in/audrey-william-3a4a04/ https://team.ecosystm.io/
Amy Bennet Roach - Blue Ocean Contact Centers - The Future For Flexible CX
June 29, 2023 10:09 - 28 minutes - 38.8 MBAmy Bennet Roach is the VP Sales and Marketing at Blue Ocean Contact Centers. She is based in Halifax, Nova Scotia, Canada. Amy talked to Peter Ryan about her views on the future for CX at present and in particular how smaller and medium-sized players can offer more agilty and flexibility when working with clients. Is smaller and more focused better? Amy also talks about her own experience as a podcaster (Deep CX) and the insight that she has gained by talking to many people across this ...
Peter Klayman - Bottle Rocket - Justifying Investment In CX
June 22, 2023 14:27 - 38 minutes - 53.9 MBPeter Klayman is the VP of Strategy at Bottle Rocket Studios. He is based in Denver, Colorado. Bottle Rocket is focused on the design of digital CX with a focus on helping to accelerate growth. In this conversation with Mark Hillary, Peter talks about how to justify investment in CX and how to start thinking of the complete customer journey - extending beyond just customer service and contact centers alone. All customer-facing functions need to be coordinated and working together. http...
Jeremiah Okello - Collins Consulting - Kenya And Emerging Africa Opportunities For CX And BPO
June 15, 2023 10:21 - 31 minutes - 42.9 MBJeremiah Okello is the founder and owner of Collins Consulting International, a consulting firm focused on CX and BPO outsourcing and based in Nairobi, Kenya. In this interview, Jeremiah talks about the CX market in Kenya and the wider emerging opportunities for CX in Africa with Peter Ryan. https://www.linkedin.com/in/jeremiah-okello-8875689/
CxO Glasgow Feedback / Stephen Loynd / Founder of TrendzOwl 🦉
June 08, 2023 19:44 - 27 minutes - 38.6 MBLast week, both Peter and Mark were at the CxO Glasgow conference in Scotland. Peter was one of the event organisers. Mark featured on a panel exploring the future of CX with Stephen Loynd, the founder and principal analyst at TrendzOwl. Once Mark was back home in São Paulo, he called Stephen at his base in Virginia, just outside Washington DC, to talk about the various discussions that took place in Scotland last week. https://cxoutsourcers.com/ https://www.linkedin.com/in/stephenloyn...
Barry Winkless - Cpl Group - What is The Future Of CX Work?
June 01, 2023 04:00 - 21 minutes - 29.4 MBBarry Winkless is the Chief Strategy Officer at Cpl Group and Head of the Future of Work Institute Cpl. He is based in Dublin, Ireland. CPL is a major HR and recruitment company that works across multiple industries - including CX. Barry is always considering the future of work for both employers and employees so in this discussion with both Peter Ryan and Mark Hillary he explores some of his ideas around how the evolution of work itself may change and affect CX executives. https://www.l...
Shane Jackson - Knowledge Rhino - The Value of WFM in CX
May 25, 2023 04:00 - 32 minutes - 45.2 MBShane Jackson is the founder of Knowledge Rhino. He is based in Sarasota, Florida. Shane is focused on data, analytics, and workforce optimization. In this interview he talks to Peter Ryan about the value of workforce management (WFM) and how critical it is for an efficient CX process. https://www.linkedin.com/in/shaneajacksondata/ https://knowledgerhino.com/
Sadiq Mohammed - USMAART - Matching CX Clients To The Right BPO Partner
May 18, 2023 19:04 - 24 minutes - 34.2 MBSadiq Mohammed is the managing director of USMAART. He is based in Manchester in the UK. USMAART provides outsourcing consultancy support to retail, travel, energy and telecoms sector clients such as N Brown, Studio Retail, Music Magpie, Sky, Coast, Comparison Technology Ltd and many others. Peter Ryan talked to Sadiq about how clients can find the right outsourcing partner for customer experience (CX) projects and what has changed in the selection process in recent years? https://www.li...
Marianne Withers & Cath Wohlers - How Can BPOs Handle Vulnerable Customers With Empathy?
May 11, 2023 21:34 - 38 minutes - 53.1 MBPeter Ryan has been talking to Marianne Withers for some time about the special needs of vulnerable customers. Marianne is the founder and CEO of The Verity Centre, a boutique contact centre and BPO in Portsmouth, UK. Marianne is joined in the discussion by Cath Wohlers, LIAISE Manager at England Illegal Money Lending Team, to talk about how comanies can engage with their most vulnerable customers. How can contact centres and BPOs help vulnerable people get their life back on track if they...
BONUS! What Is Happening With BPO Mega-Consolidation?
May 09, 2023 18:27 - 26 minutes - 36.6 MBPeter's recent article: https://ryanadvisory.com/5-impacts-of-cx-bpo-mega-consolidation/ Peter Ryan leads a discussion on the recent wave of M&A activity in the BPO industry. What does it mean for CX innovation and diversity in the industry? This emergency CX Files features these speakers joining Peter from his base in Montreal, QC, Canada: Anne Bibb Founder and CEO, Remote Evolution Dallas, TX, USA https://remoteevolution.com/ https://www.linkedin.com/in/annebibb/ ...
Ian Barkin - What Is The Future For BPO?
May 04, 2023 12:33 - 29 minutes - 40.5 MBIan Barkin is a well-known expert inside the BPO industry. He is an entreprenuer and investor, has founded 4 companies, has written popular LinkedIn courses on automation, is an external adviser to Bain & Company ... the list could go on. Most recently in the BPO world he was the Chief Strategy and Marketing Officer at SYKES until May 2021. Ian is based in Tampa, Florida. Mark saw Ian recently contributing to a new feature of LinkedIn, collaborative documents. These resemble a wiki and all...
Marko Torovic - NSourcing - Where Is My Limo? Luxury Auto Travel And Luxury CX
April 27, 2023 04:00 - 19 minutes - 26.9 MBWho managed the limousine logistics at the Academy Awards in Hollywood, California earlier this year? You might not expect it, but one of the leading customer care and dispatch services for luxury autos is based in Serbia. Marko Torovic is the founder of NSourcing, a specialist BPO focused on limo logistics and trucking. Peter caught up with him during his recent tour of Europe to talk about limos and managing customer expectations when they demand luxury from start to finish. https://ww...