Shows
CX FilesHappy New Year From The CX Files!Happy New Year for 2026 from Peter and Mark at the CX Files podcast. We asked our listeners to send some thoughts about 2025 and the year ahead... If you listen to this episode you will hear messages from the Netherlands, Philippines, UK, South Africa, Australia, Canada, and Brazil... that's North America, South America, Europe, Africa, Asia, and Australasia all covered! Contributors listed in the order they feature on the podcast: Leo Ooms https://www.linkedin.com/in/leoooms/ Nathan Muniz https://www.linkedin.com/in/bdcoutsourcing/ ...
2025-12-3115 min
CX FilesCX Files 400 Live In London! Get Your Free Ticket Now! Celebrate CX Files Episode 400 — Join Mark Hillary and Peter Ryan Live in London for an Exclusive Networking Event! CX Files Episode 400 Live in London – January 21, 2026 Join Mark Hillary and Peter Ryan, co-hosts of the CX Files podcast, for a special live networking event in London as they celebrate the show's 400th episode! This informal evening brings together members of the global Customer Experience (CX) community for drinks, conversation, and connection. Mark will be flying in from São Paulo, Brazil, and Peter from Montreal, Canada — a rare chance to meet both hosts in person. They wil...
2025-12-1105 min
CX FilesDiscussion: CX In 2026 - The PredictionsIn this special episode of the CX Files, we are looking to the end of 2025 and into 2026. Peter Ryan called Paul Smith and David Rickard - two expert advisers on CX and BPO - to talk about what just happened in 2025 and their top predictions for CX in 2026. --- Paul Smith Principal Consultant, Quinn Growth Advisers Salt Lake City, Utah, USA https://www.linkedin.com/in/swsalesexec/ https://quinngrowthadvisors.com/ David Rickard Partner, Everest Group Clanfield - nea...
2025-12-0433 min
CX FilesNick Jiwa - CustomerServ - We Need To Focus On People In CXNick Jiwa is the founder and president of CustomerServ. He is based in Houston, Texas, USA. In this episode Nick talks to Peter Ryan about the importance of people in CX - in particular in BPOs. He asks why people have always been central to the customer experience, but now it sounds like everyone is just focused on AI and automation? It's time to refocus on people and culture because this is how brands connect with customers and this leads to the success they need - extra revenue, loyalty, retention etc... https://www.l...
2025-11-2729 min
CX FilesGerry Brown - The Customer Lifeguard - CX Is Changing FastGerry Brown is known as the customer lifeguard. His ambition is to save the world from poor customer service. Gerry is Canadian and based in the south of the UK. Gerry has written a book titled 'When a customer wins, nobody loses.' He has a podcast and he is a regular speaker and adviser, regularly hosting CX workshops. Mark called Gerry to ask about his book and the post-pandemic CX environment. In particular how can BPOs get more closely aligned with the needs of customers when AI is changing the entire industry?
2025-11-1334 min
CX FilesPaul O'Hara - TP - AI Won't End BPO - It'll Supercharge ItPaul O'Hara is the Executive Vice President of Business Development at TP EMEA. He is based in the Tyneside area of North-East England. Paul recently published an article on Customer Think magazine titled "AI Won't End BPO - It'll Supercharge It." Mark called Paul to ask Paul about the article. What was Paul trying to say? How does he believe that AI and human-focused customer service can be blended? How can smarter more value-driven CX be planned using AI? Paul outlined many of these ideas in his article, but Mark questioned him further...
2025-11-0621 min
CX FilesElona Ymeri - Assist Digital - Albania & The Value Of Smaller BPO LocationsElona Ymeri is the service delivery manager at Assist Digital. She is based in Tirana, Albania. Elona spoke to Mark Hillary about the role of smaller BPO destinations. What can they offer that is harder to find from the big locations? Is the continued influence of AI and other automation technology reducing the need to consider working in locations where large numbers of agents can be found? Elona talked about Albania within this context, but also explored beyond Albania alone to consider other locations in Europe that might have an interesting and innovative new approach...
2025-10-3031 min
CX FilesJoanne Morrison - Outmarket - Modern Marketing For CX BrandsJoanne Morrison is the founder of Outmarket. She is based in Toronto, Canada. Outmarket is a specialist marketing agency that is focused on BPO and CX companies. Telling potential customers about your services has always been important, but as BPO gets more complex, more international, and AI changes how marketing can function, it is more important than ever to get great advice. Peter Ryan called Joanne to talk about these changes and her advice for marketing in CX in the 2020s. https://www.linkedin.com/in/joanne-morrison-52299711/ https://www...
2025-10-2330 min
CX FilesMiguel Familia - Wise BPO - A CX Visionary In the Dominican RepublicMiguel Familia is the CEO and co-founder of Wise BPO. He is based between the Dominican Republic and St. Petersburg, Florida, USA. Miguel has a long history in CX, but one year ago he decided to create a new BPO brand - serving clients from the Dominican Republic. Peter called Miguel to learn about his story of creating a new CX brand, his background in this industry, the advantages of the DR, and his vision for the future of CX. https://www.linkedin.com/in/miguel-familia-b0b37812/ https://wisebp.com/
2025-10-1635 min
CX FilesDiscussion: CX In Georgia 🇬🇪This week we have a group of CX and BPO experts who recently visited Georgia. This nation of 3.6m people is positioned on the Black Sea, at the intersection of Europe and Asia, and is working hard to position itself as an attractive destination for CX and BPO sourcing. Peter Ryan talked to people who travelled with him to visit Georgia this year to explore questions such as the ease of doing business there, the opportunity for multilingual CX, and how Georgia is attracting more digital and high-tech talent. Featured in the discussion: ...
2025-10-0936 min
CX FilesTraci Freeman - Connecting Africa For Global Business ServicesTraci Freeman holds a number of roles, including as the managing member of Believe Consulting, but in this conversation we focused on her role as a partner of the Africa Federation of GBS Associations. This federation is aimed at unlocking Africa's potential in the BPO, CX and ITO sectors. Enhancing Africa's standing as a hub for innovation, knowledge exchange, and technological advancement, promoting partnerships, youth employment, and digital enablement while driving best practices and standards. Mark Hillary called Traci at her base in Johnannesburg, South Africa to talk about the work of the federation and...
2025-10-0233 min
CX FilesKwame Agyei - Appoynt - From Accra with Service: How Ghana Is Powering SMB CXKwame Agyei is the founder and CEO of Appoynt. He is based in London, UK with operations in Ghana. In this conversation with Peter Ryan, Kwame tells the story of how and why he founded Appoynt during the Covid pandemic and the opportunity for more businesses to work with partners in Ghana. https://www.linkedin.com/in/kwame-agyei-b3ab1333/ https://www.appoynt.co.uk/ --- SUMMARY Mark Hillary and Peter Ryan discuss the growth of BPO services in Ghana, highlighting Kwame Agyei's venture, Appoynt. Kwame, an accountant...
2025-09-2526 min
CX FilesEnea Dervishi - Simetrix Solutions - Is The Albania BPO Wave About To Break?Enea Dervishi is the Operations Director at Simetrix Solutions. He is based in Durres, Albania. Last month, Enea published an article in Customer Think titled "From Beaches To Business: Is Albania's BPO Wave About To Break?" The article kicked off a fevered discussion on LinkedIn because it did not focus on the usual BPO regional comparisons - how many airports, graduates etc... it directly compared the BPO possibilities in Albania with much larger and established destinations such as South Africa and India. Albania is on track to join the EU soon and although...
2025-09-1815 min
CX FilesDavid Powers - Rooter Hero - The Three-Faced AI God In CXDavid Powers is the VP of CX at Rooter Hero. He is based in Los Angeles, CA. David is also a published author and the host of the CX Riot Radio podcast. This conversation between Mark Hillary and David came about because of a recent CX Riot Radio epsisode titled 'The Three-Faced AI God' where David talked about his experience of using AI in the contact center. David's experience shows that AI has genuine value, but there is a big difference between the genuine application of AI to improve CX and what is p...
2025-09-1126 min
CX FilesCheryl Paarwater - Enerlytics & Call Lab BPO - How Does AI Affect Marginalized Communities?Cheryl Paarwater is the Managing Director at Enerlytics & Call Lab BPO. She is based in Cape Town, South Africa. Cheryl has championed CX in South Africa for many years and is a board member of BPESA - the trade promotion agency for business process service companies in South Africa. In this conversation with Peter Ryan, Cheryl explores how BPO and CX has created many opportunities for employment in South Africa - and beyond - and this has created a very positive socio-economic ripple effect. People leaving informal jobs and entering contact centers pay tax, support...
2025-09-0434 min
CX FilesDave Rizzo - TP - Flashback To The First Week Of The Covid CrisisSUMMER SPECIAL - COVID FLASHBACK Covid-19 was five long years ago. In a series of short summer specials, CX Files is bringing you some memories of what was going on at a very chaotic time for the industry. During the early days of the pandemic, CX Files went from weekly to daily and captured many important observations on how the CX industry was coping across the world. Dave Rizzo is the APAC President of TP. He is based in Singapore. Five years ago the company was known as Teleperformance and Dave was based in Manila...
2025-08-2107 min
CX FilesJohn Devlin - Ascensos - Flashback To Day One Of The 2020 Covid LockdownsSUMMER SPECIAL - COVID FLASHBACK Covid-19 was five long years ago. In a series of short summer specials, CX Files is bringing you some memories of what was going on at a very chaotic time for the industry. During the early days of the pandemic, CX Files went from weekly to daily and captured many important observations on how the CX industry was coping across the world. John Devlin is the Founder and CEO of Ascensos (acquired by Firstsource in 2024) - he is still in this position. John talked to Mark Hillary on...
2025-08-1412 min
CX FilesDave D'Arcy - Laughing Leadership - The Recurring "Groundhog Day" Issues In CXDave D'Arcy is the founder of Laughing Leadership. He is based in Tring, close to London in the UK. Laughing Leadership was created to guide business leaders to build the environment to nurture and develop happy engaged employees. The solution is not in bean bags, slides, fruit on Friday or free tea and coffee. It is in culture. And culture is a byproduct of leadership style. In this conversation with Peter Ryan, Dave talks about some of the 'groundhog day' issues he keeps reading about and seeing in CX. Why do we keep reading about t...
2025-08-0729 min
CX FilesAmanda Quinn - Quinn Growth Advisors - BPOs Must Specialize or Die TryingAmanda Quinn is the Founder and Principal of Quinn Growth Advisors. She is based in Raleigh, North Carolina, USA. In this conversation with Peter Ryan, Amanda talks about her work advising BPOs on how to build growth and develop a sales pipeline. Amanda advises focusing on deep expertise and specialization, rather than claiming to offer every single service and excelling at none of them. How can BPOs compete and leverage technology to improve what they offer to clients? https://www.linkedin.com/in/amandaquinnmalach/ https://quinngrowthadvisors.com/
2025-07-3132 min
CX FilesMike Ortegon - Yoummday - How Travel Is Taking OffMike Ortegon is a customer solutions director at Yoummday. He is an American based in London and he has a focus on the global travel industry - with a long track record of leadership roles in travel companies. Mark Hillary called Mike to talk about travel. How has it recovered since the pandemic? What trends are travel companies seeing that are new for the 2020s? Are travel companies becoming more proactive in their approach to the customer experience? Why are some people around the world protesting that there is too much tourism now? Mike talked...
2025-07-2424 min
CX FilesJon Florence - Xima Software - AI In The Contact CenterJon Florence is the SVP of Industry Solutions at Xima Software. He is based in South Jordan, Utah. Xima is a contact center software company that is focused on AI solutions. Peter Ryan called Jon to discuss AI in CX. Beyond the hype, how can companies managing their own CX and BPOs all benefit from the use of AI in the contact center? What are the genuine and practical use cases that move the dial and which claims are just hype? What can you really do with AI today? https://www.l...
2025-07-1732 min
CX FilesThomas Oronti - Advensus - From Beaches to BPO: How the Dominican Republic Became a CX StarThomas Oronti is the CEO at Advensus. He is based in Santo Domingo, Dominican Republic. The CX Files has explored many different nearshore options in the Caribbean region, but has never explored the Dominican Republic before and yet this location has the advantage of being able to easily offer customer support in English, Spanish, and French - thanks to Haiti also sharing the island of Hispaniola. https://maps.app.goo.gl/wgpE2LoSLp9tu6TX6 Peter Ryan talked to Thomas about the growing importance of the DR in the nearshore CX and BPO...
2025-07-1030 min
CX FilesPANEL: In Face of Stagnating Favorability Ratings, What's Next for South African Offshore CX?PANEL: In Face of Stagnating Favorability Ratings, What's Next for South African Offshore CX? When Ryan Strategic Advisory published the most favorable offshore location study last May, South Africa had dropped to third position, compared to more recently topping the poll. This survey features feedback from over 800 CX decision-makers and is potentially the largest survey that explores where CX leaders will consider operations. https://ryanadvisory.com/india-is-the-most-favored-offshore-cx-delivery-point-in-2025/ India and the Philippines are now the most popular destinations, but have these giant destinations just reasserted their postiion or is something going wrong...
2025-07-0340 min
CX FilesPete Jones - Grypp - Why Are We Still Asking Agents to Work with Their Eyes Shut?Pete Jones is the founder and CEO of Grypp. He is based in the UK between London and Birmingham. Grypp is a visual platform that aims to help contact centers and the agents working within them see what their customers can see. This can be a transformative technology for many support environments and it is low cost and proven - in contrast to many of the AI projects we have covered recently on the podcast. Mark Hillary called Pete to get an ouline of the various ways in which a visual approach to...
2025-06-2635 min
CX FilesMythbusting AI In CX - The Truths No One Tells YouNicola Collister and Jerry Briggs talk to Peter Ryan about AI in CX We have talked many times on this podcast about AI and the hype aound what it can do for CX designers and managers. But what can it really do? We are being flooded with AI-themed ideas on LinkedIn daily, but it is also clear that many AI projects are failing (Gartner says that 85% of AI projects are failing at present). In this episode Peter Ryan aims to do some myth-busting. Where is AI in CX today? What are the real use cases...
2025-06-1942 min
CX FilesOwen Campbell - Kura - How BPOs Can Work With Regulated IndustriesOwen Campbell is the operations director at Kura. He is based in Glasgow, Scotland. Kura is a BPO based in the UK, but also with operations in South Africa. They have a number of clients from various regulated industries and Owen talked to Mark Hillary about the differences between a client that has complete control over all their services and a client from a more regulated environment. What needs to be considered when working to design CX for a regulated industry? https://www.linkedin.com/in/owen-campbell-a4602b173/ https://www.wearekura...
2025-06-1324 min
CX FilesDavid Neale - GBPO Solutions - Building Trust In BPO Sales ClaimsDavid Neale is the Founder and CEO of GBPO Solutions. He is based in the UK. David has experience as a buyer of BPO services and as a representative of BPOs. With this insight he decided that one of the missing ingredients in the BPO sales process is transparency - how does anyone know that what a BPO says about their services is really true? David founded GBPO Solutions to provide accreditation to BPOs, so if they do make claims about their capabilities then they can point to the accreditation to show that their claims...
2025-06-0532 min
CX FilesMartin Hill-Wilson - Brainfood Training - Beyond The Hype... How Is AI Really Changing CX?Martin Hill-Wilson is the founder of Brainfood Training and Brainfood Consulting. He is based in Milton Keynes, close to London, UK. Martin has a long history as a leader inside the CX and BPO industry. For the past 15 years he has focused on strategy consulting and advising on CX leadership and culture. Brainfood Training is a more recent focus on helping non-technical teams to understand the implications of and opportunities for the use of AI - particulary for CX teams. Brainfood Training is focused on helping people understand what AI can really do - not...
2025-05-1544 min
CX FilesMichael Aronowitz - VXI - The Reality Of Creating A Profit Center With Your CX TeamMichael Aronowitz is the Senior Vice President of Revenue Growth at VXI Global Solutions. He is based in Miami, Florida. Mark Hillary called Michael to discuss the importance of turning contact centers from cost centers to profit centers, emphasizing the need for revenue generation through customer interactions. Michael highlights VXI's success in winning three Stevie awards for retention, win-back, upsell, and cross-sell. Michael stresses the significance of the human touch in customer interactions, leveraging AI for training and recruitment, and the importance of blending sales and service roles. He argues that companies should...
2025-05-0826 min
CX FilesJonas Berggren - The CX (R)evolution BookJonas Berggren writes the popular Transform Customer Service newsletter on LinkedIn. He is the Chief Business Development Officer EMEA and member of the executive leadership team at Transcom. Jonas is based in Stockholm, Sweden. Mark Hillary and Jonas have published a new book together called The CX (R)evolution - so Mark called Jonas to talk about how the book project started out. In this conversation they talk about how Mark's comments on the newsletter formed the initial idea for a book and how they developed the idea together. https://www.linkedin.com...
2025-04-3022 min
CX FilesAmas Tenumah - Amas Talks - The Worst Job in Corporate America Is in a Call CenterAmas Tenumah is the host of the Amas Talks podcast. He is based in Oklahoma City, Oklahoma, US. Amas has a long history focused on customer service and service innovation. He regularly advises companies and speaks at events forcused on CX. On his LinkedIn Amas says: "I'm a digital philosopher, keynote speaker and customer service thought leader. My thoughts are featured on NPR, NBC, Fox-business and other outlets. I have spent over 20 years in the customer service industry and now advise executives on service modernization." Amas recently published an article titled: "The Worst Job in...
2025-04-2436 min
CX FilesChris Dumpleton - Limitless - Is GigCX + AI The Future For Customer Service?Chris Dumpleton is the Chief Sales Officer at Limitless Technology. He is based in London, UK. Limtless is a GigCX platform that offers a connection to freelance customer service agents to brands - replacing the need for a more traditional customer service contact center as all the agents work from home, choosing their own hours and the brands they want to work for. Chris describes it as "Uber for CX." But how does the gig economy work in the CX environment and what are the challenges that clients with experience of the contact...
2025-04-0342 min
CX FilesDave Rumble - Maistro - Using Gen AI To Find B2B PartnersDave Rumble is Director and Executive Chair of the Maistro Group. Maistro has long been a specialist in helping companies with RFPs and vendor selection. The Maistro platform helps companies to make better sourcing decisons adn their database has very prescise details on thousands of suppliers. Maistro recently introduced the ability to have natural conversations with the database using generative AI, so B2B buyers can engage with the information in the database without needing to build complex queries. Our conversation came about because Forrester Research recently noted that 9/10 B2B buyers are now asking...
2025-03-2735 min
CX FilesSergei Levteev - IBA Group - The Tech Infrastructure Supporting CXSergei Levteev is the Chairman and CEO of IBA Group. He is based in Prague in Czechia. IBA Group is a technology company with deep experience building and supporting IT infrastructure. They have managed cloud systems, AI, RPA, and are even supporting old mainframe tech. Mark Hillary called Sergei to talk about the IT infrastructure supporting CX. Sergei decided to respond to Mark using the ElevenLabs AI voice system - underlining some of the ideas around how AI can be used to create voice-based systems. https://elevenlabs.io/ https://i...
2025-03-0613 min
CX FilesAudrey William - Ecosystm - AI In CX: The Main Blockers & OpportunitiesAudrey William is Principal Advisor at Ecosystm. She is based between Sydney, Australia and Singapore. Audrey has several areas of research focus, including the Future of Work, Unified Communications, Video and Collaboration, Contact Center, CX, Outsourcing and Conversational AI. Mark Hillary called Audrey to talk about AI in CX - in particular what is happening on the ground in pilots, which are the main tech vendors to watch, and what are the difficulties or blockers that some companies are experiencing - it's not always out-of-the-box! https://www.linkedin.com/in/audrey-william-3a4a04/
2025-02-2731 min
CX FilesIan Jacobs - Opus Research - The Hype And Reality For AI In CXIan Jacobs is the Vice President and Lead Analyst at Opus Research. He is based in San Francisco, California, USA. In this conversation with Mark Hillary, Ian explores how BPO is being transformed by AI and asks if we are sometimes focusing too much on Gen AI? CX practitioners have traditionally focused on the customer-facing AI changes - the improvement in chatbots - but there are many other changes taking place inside the enterprise. Ian also talks about the pilots and experiments in AI that have worked and where more traditional CX is still working w...
2025-02-2052 min
CX FilesSid Victor - Movate - Is Flexibility Essential For The Future Of BPO?Sid Victor is the Senior Vice President and Head of Support Services at Movate. He is based in Frisco, Texas, USA. Sid has published his opinion around BPO flexibility on LinkedIn several times. He has made it clear that he feels the future is not human agents OR AI OR any other solution - it is a blend of all the best options and BPOs should be able to offer this blended solution. For example, should BPOs be capable of offering traditional BPO, Gig CX, and AI all under one roof? This is...
2025-02-1338 min
CX FilesPhil Fersht - HFS Research - Innovation In CX From AI To AGIPhil Fersht is the CEO and Principal Analyst at HFS Research. He is based in Boston, Massachusetts, USA. He recently posted this 'AI continuum' on LinkedIn: https://www.linkedin.com/posts/pfersht_rpa-genai-agentic-activity-7282865406917115904-5lrX Mark Hillary called Phil to talk about this and how AI is offering the opportunity for genuine innovation in CX and BPO. https://www.hfsresearch.com/ https://www.linkedin.com/in/pfersht/ --- March 2010 - Mark Hillary with Phil Fersht podcast https://podcasts.apple.com/us/podcast/phil-fersht-horses-for-sources...
2025-02-0635 min
CX FilesBONUS: CX In 2025 DiscussionBONUS EPISODE: CX Transformation in 2025 At the start of 2025, Mark Hillary from CX Files joined Chris Hague from Yoummday and Lian Rowlands from Tayma Solutions to talk about CX trends in 2025. This discussion was hosted by Yoummday and focused on some of the trends detailed in their CX Report 2025: "Transforming Customer Experiences: The AI Advantage Meets the Human Touch." https://www.linkedin.com/in/lian-rowlands-a26119/ https://www.linkedin.com/in/christopher-hague/ https://www.linkedin.com/in/markhillary/ https://www.yoummday.com/ --- 🎧 Listen to...
2025-01-2040 min
CX FilesClaas van Delden - yoummday - Will Gig CX Replace The Multilingual Hub?Claas van Delden is the Chief Growth Officer at yoummday. He is based in Munich, Germany. Yoummday is a proprietary technology platform for managing remote workforces - what we have summarized on this podcast in the past as 'Gig CX'. Yoummday has a diverse global talent pool of 15,000+ sales and customer care freelancers available. Mark Hillary called Claas to talk about the issues around providing support to customers in multiple languages and whether the platform-based appproach is replacing the more traditional multilingual hubs used by BPO companies... Claas talks about this specific question a...
2024-11-2829 min
CX FilesMark Hillary - The Social Sales Playbook - How B2B Companies Sell To Each Other!Almost everyone in the CX environment knows about B2B sales. BPO companies need to sell to clients. CX software companies need to sell to customer service teams or BPOs. Most people in this industry are working for specialist companies selling services to another company. Mark Hillary has just written a book about this - how do B2B companies sell to each other and how has it changed since the Covid pandemic? Mark and Peter talked about the new book. What inspired it and why it matters for people working in CX... ...
2024-10-2413 min
CX FilesIsobel Rogers & Karen Howard - The Launch Of The CX AllianceThe CX Alliance is a brand new CX trade association launched in September 2024 in the UK. It is being launched by Karen Howard, MD of The Retail Bulletin (TRB) and the partnership director of the CXA is Isobel Rogers. They aim to publish information, research, and host events all focused on various aspects of CX. Mark Hillary talked to Isobel and Karen to find out more about how this initiative got started and what are their plans for 2025. --- https://www.linkedin.com/in/cxisobelrogers/ https://www.linkedin.com/in/karenhoward/
2024-10-0324 min
CX FilesStephen Loynd & Chris Gillen - How AI Has Redefined CXThis week we have two guests rather than the usual one! Chris Gillen is the CEO of A Closer Look. He is based just outside Atlanta, Georgia. Stephen Loynd is the founder and Principal Analyst at TrendzOwl. He is based in Virginia, just across the Potomac from Washington DC. Both of these leading thinkers have spoken before at the CX Outsourcers conference about how AI is changing the CX industry. In this conversation, they join forces to talk to Mark Hillary about how the past couple of years has shaped expectations on what AI can...
2024-09-1936 min
CX FilesJonas Berggren - Transcom - AI & Transforming Customer ServiceJonas Berggren is the Head of Global Accounts EMEA at Transcom. He is also a member of the Transcom EMEA management team. He is based in Stockholm, Sweden. Jonas has a long history designing customer experience processes, but he is also well known as an innovative thought leader. He publishes a popular LinkedIn newsletter titled "Transform Customer Service" that explores the future transformation of CX. Often the newsletter looks to the future of CX, but recently it has been exploring how AI is immediately changing the CX landscape. In this episode of CX F...
2024-08-0826 min
CX FilesAlistair Niederer - FormIGA - IAOP & GSA join forces for good in BPO and CXFormIGA was launched in London in June this year. It's the Industry for Good Alliance for technology and business services and is a joint venture between the IAOP and the GSA. Alistair Niederer heads up the ESG initiatives for the GSA so he talked to Mark Hillary about what this new alliance is doing and how it is more than just another industry body publishing white papers on ESG... https://www.linkedin.com/in/aniederer/ https://www.anindustryforgood.com/ https://www.gsa-uk.com/ https://www.iaop.org/ ...
2024-07-2522 min
CX FilesAlexandra da Silva Rodrigues - Generator & Freehand Hotels - Supporting Multilingual Customer CX In HotelsAlexandra da Silva Rodrigues has many years experience designing and supporting CX in various major hotel groups. She is now the Global Head of Reservations and Customer Services at Generator & Freehand hotels. Alexandra is based in Barcelona, Spain. Mark Hillary called Alexandra to talk about CX in hotels generally, but with a focus on the multilingual challenges this presents when supporting customers across many different European countries. https://www.linkedin.com/in/alexandra1971/ https://www.linkedin.com/company/staygenerator/ https://staygenerator.com/ https://freehandhotels.com/
2024-06-2723 min
CX FilesCX Outsourcers Atlanta - Immediate Feedback From The Conference FloorCXOutsourcers 2024 took place on May 1/2 in Atlanta, GA. Both Mark Hillary and Peter Ryan were at the event. Mark talked to some of the speakers and delegates about their thoughts on what they experienced and learned from the event. This podcast features: Stephen Loynd, Founder and Principal at TrendzOwl https://www.linkedin.com/in/stephenloynd/ Rod Jones, Founder Rod Jones Contact Center Consulting https://www.linkedin.com/in/rodjonessouthafrica/ Yanique Grant, MD of Professional Training and Occupational Services Ltd. (PTOS) https://www.linkedin.c...
2024-05-0209 min
CX FilesChris Gillen - A Closer Look - CX With AI And Humans Working TogetherChris Gillen is the CEO of A Closer Look. He is based very close to Atlanta, GA, so the CX Outsourcers conference is a local event for him. In this conversation he gave Mark Hillary a preview of his CXO keynote speech on CX and AI and keeping humans in the loop https://www.linkedin.com/in/chrisgillen/ https://a-closer-look.com/ https://cxoutsourcers.com/
2024-04-2913 min
CX FilesAlex Muñoz - Hispanic Media Center - The Complexity Of CX For The Hispanic Community In The USAAlex Muñoz is CEO of the Hispanic Media Center in San Diego, CA. He is focused on advertising and marketing for the hispanic community in the USA. Alex talked to Mark Hillary from Mexico City about the importance of understanding the complex nature of the hispanic community in the US and not just assuming there is a broad need for an "English" customer experience and another in "Spanish"... Alex will be talking about this in more detail at the CX Outsourcers conference in Atlanta on May 1/2. This conversation is a short preview where Alex t...
2024-04-2520 min
CX FilesBarry Winkless - Future of Work Institute - Creating Attractive Destinations For TalentBarry Winkless is the Chief Strategy Officer at Cpl Group & Head of the Future of Work Institute. He is based in Dublin, Ireland. Barry is speaking at the CX Outsourcers conference in Atlanta on May 1/2. In this conversation with Mark Hillary he gives a preview of his keynote talk about making companies - and countries - more attractive locations for investment and improving the ability to attract talented people. https://www.linkedin.com/in/barry-winkless-7357094/ https://www.cpl.com/ie https://cxoutsourcers.com/
2024-04-2219 min
CX FilesPaula Kennedy Garcia - CX Digital DeliveryCX 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 planned talk on digital CX to the...
2024-04-1814 min
CX FilesNirali Amin - LivePerson - The State Of Customer Conversations And The AI GapNirali 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 to talk about the research and the bigger picture for tech solutions in customer service today.
2024-04-0431 min
CX FilesChris Hague - yoummday - CCW Berlin Feedback And The Future Of CXChris 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 professional jobs - how do we plan...
2024-03-2845 min
CX FilesRod Jones - "75 Not Out" And Looking Back At Half A Century Of CXRod 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 called Rod to wish him...
2024-03-2133 min
CX FilesMatt Kendall - BPO Bullhorn - A New Newsletter For The BPO & CX CommunityMatt 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.libsyn.com/cxfiles/2021-offshore-bpo-confidence-index-cognitive-copy-and-ryan-strategic-advisory Contact and Show Details:
2024-03-1440 min
CX FilesBONUS - Sensée Buys The Contact Company ... CX Files talks to both CEOsOn 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 Hillary spoke to Steve Mosser, the group CEO at Sensée and Asif Hamid, CEO at TCC on...
2024-02-0815 min
CX FilesMike Harfield - Sigma Connected - Developing Great Career Options For CX TeamsMike 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 about developing his team and this conversation demonstrates that ESG...
2024-02-0827 min
CX FilesRandy Arellano - DATAMARK - BPO Has Transformed In The 2020s And This Change Favors Mid-Size CX ExpertsRandy 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 industry. This has also led to new expectations around data security - to protect c...
2024-01-1930 min
CX FilesMore Than AI: The Less Obvious CX Predictions For 2024Every 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/lian-rowlands-a26119/ Stephen Loynd Founder a...
2024-01-1133 min
CX FilesCX Files Year In Review: Mark Hillary and Peter Ryan look back at 2023It'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. https://www.linkedin.com/in/markhillary/
2023-12-2122 min
CX FilesSoutheastern - Managing CX For A Railway And Building A Great CX PartnershipIn 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 (870 km), with 180 stations. Christine and Yvonne explore the complexities of managing customer expectations on a major rail network and how to manage daily complaints and refund dem...
2023-12-0734 min
CX FilesAndrew McNeile - ThinScale - WFH Security And How Covid Changed BPO ForeverAndrew 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 evolve... https://www.linkedin.com/in/a...
2023-11-2332 min
CX FilesChris Hague - Yoummday - Is Traditional BPO Dead Or Just Evolving?Chris 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 argues that there is a more positive and flexible future where agents...
2023-11-0933 min
CX FilesDianne McCoubrey - Grypp - The Future For Video In Customer Service InteractionsDianne 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/ https://grypp.io/
2023-10-2631 min
CX FilesMichele Rowan - WFH Alliance - Is WFH And Hybrid Now Permanent In CX And BPO?Michele 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 Alliance has been...
2023-10-0523 min
CX FilesTerry Rybolt - LiveXchange - GigCX And The Benefits Of A Flexible WorkforceTerry 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 GigCX so Mark called him up to ask about...
2023-09-2828 min
CX FilesCX Files Is Back Tomorrow!This 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
2023-09-0600 min
CX FilesCX Files Is Taking A Summer Break - Back In September!For 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
2023-08-0302 min
CX FilesCX FILES JULY Q&A - Mark Hillary & Peter RyanIt'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.com/in/peter-ryan-montreal/
2023-07-2427 min
CX FilesAudrey William - Ecosystm - Listening To Customers And Using Data To Create Better InsightsAudrey 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/
2023-07-0628 min
CX FilesPeter Klayman - Bottle Rocket - Justifying Investment In CXPeter 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. https://www.linkedin.com/in/peterklayman/ https://www.bottlerocketstudios.com/
2023-06-2238 min
CX FilesBarry Winkless - Cpl Group - What is The Future Of CX Work?Barry 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.linkedin.com/in/barry-winkless-7357094/ https://www.cpl...
2023-06-0121 min
CX FilesJohan Steyn - Could ChatGPT And AI Kill The Contact Center?Johan Steyn is a Human-Centered Artificial Intelligence advocate and thought leader. He was recognised by Swiss Cognitive as one of the top 50 global voices on AI. He is a Research Fellow at the School of Data Science and Computational Thinking at Stellenbosch University and an Adjunct Professor at the School of Business at Woxsen University. Johan is based in Johannesburg, South Africa. Mark Hillary talked to Johan about the sudden attention on generative Artificial Intelligence, such as ChatGPT, and what it could mean for the customer experience. Will contact centers be replaced? Will the remaining human agents...
2023-04-0644 min
CX FilesMatt Sims - Alorica - Comparing CX Strategies In The US And EuropeMatt Sims is the President EMEA at Alorica. He is based in the UK. Headquartered in the US, Alorica has recently been leaning into Europe so Mark Hillary called Matt to explore the differences between the European and American CX markets and how economic uncertainty may affect CX and BPO strategies. https://www.linkedin.com/in/matthew-sims-7892542/ https://www.alorica.com/
2023-03-1637 min
CX FilesAlistair Niederer - Planning For Permanent WFH And HybridAlistair Niederer is well known as a leader in the CX industry. He has led several major companies and was heading the Davies Group customer experience consulting business when the pandemic arrived in 2020 - leading to many months stuck in lockdown in a Toronto apartment. Now back in his London base, Alistair is a non-executive director of Blackout Technologies, focused on WFH security. In this epsiode of the podcast he talks to Mark Hillary about how to approach WFH now that hybrid and WFH is clearly becoming a permanent feature of most workplaces. https://www.l...
2023-02-1031 min
CX FilesJohn Sills - MD at The Foundation and Author of 'The Human Experience'John Sills is MD at The Foundation, based in London. The Foundation is a management consultancy focused on growth, but in this episode of CX Files Mark Hillary talked to him about his new book 'The Human Experience.' Published by Bloomsbury the book is out TODAY so this is a CX Files exclusive - probably the first media interview post publication of the book. The Human Experience is focused on CX and how companies need to find a better blend of digital and human CX - in particular retaining the human element of customer...
2023-02-0230 min
CX FilesJustin Custer - ChatLingual - The Power of Digital Chat: How it Transforms CXJustin Custer is the Founder and CEO of ChatLingual. He is based in Boulder, Colorado. This CX Files episode delves into how digital chat is revolutionizing the way businesses interact with their customers; thus transforming the customer experience. Mark Hillary and guest Justin Custer discuss the benefits of digital chat for customers (and employees), including convenience, speed, and personalized language interactions, as well as the advantages for businesses, such as cost savings, increased customer engagement, and improved customer loyalty. The future of digital chat in customer service, how will it shape the way businesses interact with customers?
2023-01-1938 min
CX FilesMark Hillary and Peter Ryan Look Back At The Best Of CX Files In 2022There is no guest this week because your hosts Mark Hillary and Peter Ryan decided to talk about their own CX highlights from 2022 as well as their favourite interviews from the CX Files this year. CX Files delivers 52 episodes every single year. It's like Bob Dylan's "never ending tour." We deliver a new episode every week and in this special Christmas 2022 edition we look back at the year... https://www.linkedin.com/in/markhillary/ https://www.linkedin.com/in/peter-ryan-montreal/
2022-12-2221 min
CX FilesSteve Mosser - Sensée - Building A Positive Team Culture In WFH CXSteve Mosser is the Group CEO and Head of Innovation at Sensée. He is based in London, UK. Sensée is a homeworking specialist. They design customer service and CX solutions using 100% WFH teams - and have done so for around two decades. When the pandemic arrived Sensée already had all their people at home anyway - they started advising clients on how to manage the crisis. In this interview, Steve talks to Mark Hillary about how to build a team culture with a team that is not working in the same place and how com...
2022-12-0825 min
CX FilesJonas Berggren - Transcom - GigCX And A Flexible Future For CX & BPOJonas Berggren is the head of business development for Transcom - focused on leading the northern European division (baltics and nordics). He recently published a long article on LinkedIn (link below) exploring the values of GigCX, but Jonas went beyond just arguing for GigCX, he was exploring flexible work and what it means for the future of CX and BPO. Mark Hillary called him at his base in Sweden to talk about the article and some of his ideas how how flexible CX is becoming essential in the post-pandemic business environment. https://www...
2022-11-0224 min
CX FilesLeigh Hopwood - CCMA - Our Industry Will Thrive Through LearningLeigh Hopwood is CEO of the Call Centre Management Association - based in London, UK. Leigh recently published an article in a special report on the future of CX published by Intelligent Sourcing - the article was focused on the development of learning and training in CX. Mark Hillary called Leigh to talk more about learning in CX and how to create genuine career opportunities for people who work in customer service teams. Are the opportunities for career development really out there? It now looks like it so listen to this episode for more information!
2022-10-1925 min
CX FilesAndrew Hall - Quantanite - Content Moderation And Post-Covid CX OffshoringAndrew Hall is the Chief Commerical Officer at Quantanite. He is based in Milton Keynes, in the UK. In this interview he talks to Mark Hillary about some of the challenges and opportunities associated with content moderation and how many companies may now be taking a fresh look at offshore outsourcing to locations such as South Africa in the post-Covid business environment... https://quantanite.com/ https://www.linkedin.com/in/andrewghall/
2022-07-2828 minCX FilesSteven Van Belleghem - The Future of Customer Loyalty And CXSteven 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 episode of CX Files, Steven talks to Mark Hillary about the ideas contained in his most recent book and how customer loyalty will evolve in future. https://www.linkedin.com/in/stevenvanbelleghem/ https://www.stevenvanbelleghem.com/ https://www.amazon.com/Offer-You-Cant-Refuse-Customers/dp/9401470359/
2022-04-2826 minCX FilesPaul O'Hara - Teleperformance - It's Time To Truly Value CX PartnershipsPaul 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 the true value of great CX partnerships. Good CX can create value AND revenue and should not be seen as a cost to a business - if you design CX effectively then it can not only lead to happy customers, it can create more profit! Paul talked to Mark Hillary about a recent blog he wrote on this subject and how CX can be seen as more strategic...
2022-04-2118 minCX FilesTerry Rybolt - LiveXchange - Don't Fear The GigCX Worker!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 "Don't Fear The Gig Worker: GigCX And The Employment Reboot" - written with Mark Hillary from this podcast. Peter Ryan talks to Terry about GigCX, the Great Resignation, and how work will look in the 2020s. https://www.linkedin.com/in/terry-rybolt-808361/ https://livexchange.com/ https://www.amazon.com/dp/B09QTSPPBR/ www.dontfearthegigcxworker.com
2022-02-1035 min
CX FilesPeter Ryan & Mark Hillary on The Major CX Issues For 2022Happy New Year! Peter Ryan, Principal, Ryan Strategic Advisory (Montreal, Canada) and Mark Hillary, CEO of Carnaby Content (São Paulo, Brazil) explore some of the big picture CX issues for 2022. https://ryanadvisory.com/ https://www.linkedin.com/in/peter-ryan-montreal https://www.carnabysp.com/ https://www.linkedin.com/in/markhillary/
2021-12-3025 min
CX FilesMark Trimble - Powerland - CX And The CloudMark 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 clients. In the podcast Mark talks about how the cloud and SaaS model is changing CX. https://www.linkedin.com/in/mark-trimble-3414441/ https://powerland.ca/
2021-09-1616 min
CX FilesMark Walton - Sensée - The Emergency Is Over, Time For WFH To Get ProfessionalMark 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 solutions. In the podcast, Mark looks to the future and the lessons Sensée learned long before the pandemic. https://www.linkedin.com/in/mark-walton-0627a74/ https://www.sensee.co.uk/index.html
2021-07-2929 min
CX FilesWFH: Securing The Future For Your OrganizationMark Hillary, from CX Files, published a new book this week (WFH: Securing The Future For Your Organization) co-authored with Andrew McNeile, the CCO of Thinscale Technology in Dublin, Ireland. Shelli Ryan, founder and CEO of Adhoc Communications in Las Vegas, Nevada, contributed the foreword. In this CX Files Mark talks to Andrew and Shelli about the book and WFH in the post-pandemic environment. http://j.mp/wfhbook2021 https://www.thinscale.com/ https://adhoccr.com/ https://www.linkedin.com/in/shelliryan/ https://www.linkedin.com/in/amcneile/
2021-04-3025 min
CX FilesMark Hillary - CX Is Leading Other Industries To The New NormalSomething 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 Covid-19, but so many other industries are struggling. What can they learn from CX? https://www.linkedin.com/in/markhillary/ https://www.carnabysp.com/
2020-08-2809 min
CX FilesRod Jones: Lessons From The Lockdown With Mark HillaryRod Jones is a contact centre strategic adviser, industry analyst, and consultant. He is based in Johannesburg, South Africa, and he is something of a legend in the CX analyst circles. Rod has spent 50 days in lockdown so far and has been using his time to call CX analysts and operators to ask about a path to the new normal. This episode features me (Mark Hillary) and is just a taster of the full interview. Follow these links to hear the complete conversation: https://rodjones.co.za/covid-19/ https://youtu.be/2b3r-SCB5H...
2020-04-2805 min
CX FilesInternational CX Analyst Discussion on COVID-19This analyst discussion recorded on April 6, 2020 explores some of the CX industry issues regarding the COVID-19 pandemic. What do you need to do now and how long will this last? Peter Ryan (Canada) Principal, Ryan Strategic Advisory https://ryanadvisory.com/ https://www.linkedin.com/in/peter-ryan-montreal/ Stephen Loynd (USA) Principal, Trendzowl https://www.trendzowl.com/ https://www.linkedin.com/in/stephenloynd/l Mark Hillary (Brazil) CEO, Carnaby Content www.carnabysp.com...
2020-04-0620 min
CX FilesDave Rizzo - Teleperformance - COVID-19 and Quickly Shifting To WAHADave Rizzo is the APAC President of Teleperformance. He participated in a 45-min webinar on 31 March 2020 focused on the Covid-19 coronavirus pandemic - hosted by Mark Hillary. This edition of CX Files is a short clip from the webinar. You can follow this link to hear the entire interview: https://ptdrv.linkedin.com/z68fjbm https://www.teleperformance.com/en-us/solutions/work-at-home https://www.linkedin.com/in/dave-rizzo-7037763/
2020-04-0106 min
CX FilesMark Davies & Philip Clarke - Hunch - Strategic Innovation and CXMark Davies featured on this podcast last year when he was at PA Consulting. He recently joined Hunch, a strategic innovation consulting practice based in London - his own focus is strategic innovation. In this episode we catch up with Mark again to explore how innovation is closely connected to the customer journey and experience. Philip Clarke, the founder and managing partner at Hunch joins the conversation with Mark. http://www.brillianthunch.com/ https://www.linkedin.com/in/tmdavies/ https://www.linkedin.com/in/philipjaclarke/
2020-03-2726 min
CX FilesBONUS: Coronavirus Analyst Insights "Plan For 18 Months of Disruption"This analyst discussion recorded on March 18, 2020 explores some of the CX industry issues regarding the COVID-19 pandemic. What do you need to do to maintain your CX? Peter Ryan (Canada) Principal, Ryan Strategic Advisory https://ryanadvisory.com/ https://www.linkedin.com/in/peter-ryan-montreal/ Stephen Loynd (USA) Principal, Trendzowl https://www.trendzowl.com/ https://www.linkedin.com/in/stephenloynd/l Mark Hillary (Brazil) CEO, Carnaby Content www.carnabysp.com https://www...
2020-03-1830 min
CX FilesCX Files Will Soon Be A Book!CX Files is about to become a book and the launch event will be in Las Vegas this coming June! See you there... CX Outsourcers https://knowledge-executive.com/product/cxo/ Mark Hillary https://www.linkedin.com/in/markhillary/
2020-02-0502 min
CX FilesMark Angus - Knowledge Executive - Blockchain in CX Mark Angus is the CEO and Managing Editor of Knowledge Executive based in Johannesburg, South Africa. Knowledge Executive recently conducted research on behalf of the CX Blockchain Institute - featured here last week. In this episode, Mark talks about the new research and how CX executives can use blockchain. https://www.linkedin.com/in/mark-angus/ https://knowledge-executive.com/ https://www.cxblockchain.org/
2019-09-2714 min
CX FilesPeter Ryan, Founder of Ryan Strategic Advisory, on Automation and CXPeter Ryan, is the Founder of Ryan Strategic Advisory. He is one of the most respected CX analysts in the world today and is constantly on the road, either advising clients or speaking at conferences. In this interview, Mark Hillary speaks to Peter about CX and automation. How are tools such as AI and RPA affecting CX and how are companies pricing all these new technologies?
2018-08-2409 min
CX FilesAre Regional Trade Associations Stuck In The Past?In this bonus episode before the season of interviews begins, Mark Hillary asks if the regional trade associations charged with promoting CX and BPO around the world are actually doing their job - or just stuck in the past?
2018-08-1708 min
CX FilesCX FilesIt's CX Files featuring your host, Mark Hillary. This podcast will feature the best thinkers and leaders in Customer Experience (CX) globally. There are no ads, just great content, so subscribe today.
2018-07-2501 min