Shows
CX FilesCCW Berlin 2025 Feedback - with Raya CX and CXHeroPeter Ryan recently attended the CCW Berlin show in Germany. He talked to a lot of people at the show and recorded a conversation with a couple of the CCW stars for their views on BPO in 2025 and what to look out for based on the show in Berlin... This episode featured Peter talking to: Sherif Kamel Poland GM @ Raya CX --- Rachel Poku Founder, CXHero https://www.ccw.eu/en/ https://www.linkedin.com/in/peter-ryan-montreal/ ...2025-03-2032 min
CX FilesWhat Is Wrong With LinkedIn?Mark and Peter take a diversion from the usual CX discussion to talk about LinkedIn. Why is it filled with garbage today and what can be done about it? Is there a way back for Microsoft to restore the function of the business networking tool? https://www.linkedin.com/in/markhillary/ https://www.linkedin.com/in/peter-ryan-montreal/ 2025-03-1720 min
Ryan Research PodcastIrish Housing Crisis - Theo McDonald - Ryan Research Podcast Ep. 19This was a free portion of the full episode. Click here to subscribe and access the full episode:https://ryanresearch.substack.com/Theo McDonald is a journalist for the Irish Independent and his work has appeared in other publications like the Business Post, UnHerd, The Currency, and more. He recently released a comprehensive report on the Irish Housing Crisis. Irish politicians have since leveraged it as an essential piece of research to understand and solve the crisis. In our episode we discuss his report, the history of Irish h...2024-10-291h 01
CX FilesPeter Ryan - When will we see Philippines BPO 2.0?Peter has recently been touring Asia, including some time meeting CX and BPO experts in the Philippines. Mark called Peter in Tokyo to talk about his recent time in the Philippines. What is going on in CX over there right now and do they need to reinvent their approach to communications and promoting what they can do? When will we see Philippines BPO 2.0? https://www.ibpap.org/ https://ryanadvisory.com/india-is-the-most-favored-offshore-cx-delivery-location-in-2024/ https://ryanadvisory.com/ https://www.linkedin.com/in/peter-ryan-montreal/ 2024-10-1012 minRyan Research PodcastEast Asian Economic Development - Oliver Kim - Ryan Research Podcast Ep. 18This was a free portion of the full episode. Click here to subscribe and access the full episode:https://ryanresearch.substack.com/p/east-asian-economic-development-oliverOliver Kim is a PhD candidate in Economics at UC Berkeley. His advisors are Edward Miguel, Benjamin Faber, Jón Steinsson, and Barry Eichengreen. His research interests are in development and economic history. One example of his work was a focus on rural roots of China’s miracle—in particular, the end of collective agriculture in the early 1980s—by applying machine learning to historical satellite imagery. His other research includes both histori...2024-07-0149 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 FilesVaishali Dialani - Konabos - CX And Data-Driven Analytic DecisionsVaishali 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/2024-02-2222 min
CX FilesRob Dwyer - Happitu - What Can We Learn From CX Podcasting?Rob 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 2024-02-1631 min
CX FilesNina Čaprić - NCR Voyix - How BPOs Can Manage Government RelationshipsNina 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/ 2024-02-0129 min
CX FilesJo Garland : Remote Employee Engagement In Contact Centers (WFH)Jo 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 move to a work-from-home and hybrid business model. ...2024-01-2526 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 FilesAdrian Swinscoe - Punk CX - Defining A Punk Future For CXAdrian 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 client and supplier relationship. The punk approach is to tear up...2023-12-1432 min
CX FilesSidharth Mukherjee - Teleperformance - How CX Can Really Use Generative AISidharth 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.com2023-11-3023 min
CX FilesSagufta Janif - Outsource Fiji - How Is A South Pacific Island Nation Succeeding At BPO?Sagufta 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/in/sagufta-janif-social-impact-entrepreneur/ ...2023-11-1624 min
CX FilesDiane Edwards - Mona School of Business & Management - Data Protection In JamaicaDiane 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 still not ready. Is this a Caribbean and nearshore version of the rush for GDPR compliance we a...2023-10-1229 min
CX FilesBeza Tekola - Suture BPO - Improving The Patient Experience In HealthcareBeza 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/ 2023-09-2126 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 FilesCaskey Ndaba - Momentum Metropolitan Insurance - CX & Insurance In AfricaCaskey 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 regions across Africa. How and why are customers different in each market? https://www.momentummetropolitan.co.za/ https://www...2023-07-1324 min
CX FilesAmy Bennet Roach - Blue Ocean Contact Centers - The Future For Flexible CXAmy 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 industry. https://www.instagram.com/deepcx...2023-06-2928 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 FilesJeremiah Okello - Collins Consulting - Kenya And Emerging Africa Opportunities For CX And BPOJeremiah 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/ 2023-06-1531 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 FilesShane Jackson - Knowledge Rhino - The Value of WFM in CXShane 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/ 2023-05-2532 min
CX FilesSadiq Mohammed - USMAART - Matching CX Clients To The Right BPO PartnerSadiq 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.linkedin.com/in/sadiq-mohammed-b281293/ https://usmaart.com/ 2023-05-1824 min
CX FilesMarianne Withers & Cath Wohlers - How Can BPOs Handle Vulnerable Customers With Empathy?Peter 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 have been caught out by gambling addiction, loan sharks, or just huge increases in...2023-05-1138 min
CX FilesBONUS! What Is Happening With BPO Mega-Consolidation?Peter'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/ Lian Rowlands Own...2023-05-0926 min
CX FilesPeter Ryan - The 2023 Ryan Strategic Advisory Front Office CX Omnibus Survey RESULTSIt's that time of year again - the 2023 Ryan Strategic Advisory Front Office CX Omnibus Survey is being revealed by Peter live in Poland at exactly the same time as this episode drops - so if you are downloading this on April 20th 2023, then you are one of the first to hear the results! Which are the most favoured offshoring locations around the world for CX and BPO? This is probably the largest annual study in the industry and is updated annually. In this episode, Peter explains how the research was conducted, what it means...2023-04-2015 min
CX FilesKirk Laughlin - Nearshore Americas - CX in the CaribbeanKirk Laughlin is the Founder and Chief Analyst at Nearshore Americas. He is based in Connecticut in the US. Nearshore Americas is the definitive authority on knowledge service exports across the Caribbean and North, Central and South America. Kirk recently hosted the CrossConnect Forum in London. This event was focused on introducing many Caribbean destinations to a British and European audience. Peter Ryan talked to Kirk about the forum and the opportunity for non-US companies to take a closer look at the Caribbean region for CX and BPO. https://www.linkedin.com/in/kirklaughlinmanagingdirector/ ...2023-03-3024 min
CX FilesChandni Bhatt - Beauty Pie - Focusing On High Value Subscriptions And CXChandni Bhatt is the Senior UK Manager for Member Happiness at Beauty Pie. She is based close to London in the UK. Beauty Pie is a member and subscription-based service offering cosmetics and beauty products to customers in the UK and US. In this discussion with Peter Ryan, Chandni talks about how D2C customer realtionships work and how to deliver great service within a member-based organisation. https://www.linkedin.com/in/chandnib157/ http://www.beautypie.com/ 2023-03-2326 min
CX FilesStuart Knight - flōswitch - Cost Optimization And Tech Redundancy For BPOsStuart Knight is a technology executive with over 25 years experience leading multiple organizations in CIO and CTO roles. He is on the Leadership Team at flōswitch and he is based in Cardiff, Wales. In this conversation with Peter Ryan, Stuart talks about the issues of technology redundancy and how BPOs need to address these issues if they want to optimize costs. With a possible recession looming, it's time to take a look at your systems and decide what needs to go. https://floswitch.com/ https://www.linkedin.com/in/stuart-knight-tech-exec/2023-03-1622 min
CX FilesStuart Knight - flōswitch - Cost Optimization And Tech Redundancy For BPOsStuart Knight is a technology executive with over 25 years experience leading multiple organizations in CIO and CTO roles. He is on the Leadership Team at flōswitch and he is based in Cardiff, Wales. In this conversation with Peter Ryan, Stuart talks about the issues of technology redundancy and how BPOs need to address these issues if they want to optimize costs. With a possible recession looming, it's time to take a look at your systems and decide what needs to go. https://floswitch.com/ https://www.linkedin.com/in/stuart-knight-tech-exec/2023-03-1322 minCX FilesStuart Knight - flōswitch - Cost Optimization And Tech Redundancy For BPOsStuart Knight is a technology executive with over 25 years experience leading multiple organizations in CIO and CTO roles. He is on the Leadership Team at flōswitch and he is based in Cardiff, Wales. In this conversation with Peter Ryan, Stuart talks about the issues of technology redundancy and how BPOs need to address these issues if they want to optimize costs. With a possible recession looming, it's time to take a look at your systems and decide what needs to go. https://floswitch.com/ https://www.linkedin.com/in/stuart-knight-tech-exec/2023-03-0922 min
CX FilesNathan Muniz - 247SECRETARY.COM - Impact Sourcing And Building Community in Philippines BPONathan Muniz is the founder of 247SECRETARY.COM. He is based in Ocala, Florida. 247SECRETARY.COM is a BPO that works with agents in the Philippines. Nathan has worked hard to specifically make his team a valued part of the local community in a great example of impact sourcing in one of the most popular destinations for offshore CX. In this interview, Nathan talks to Peter Ryan about how he started the company and why he is so focused on the community and making a difference. https://www.linkedin.com/in/247seretary/ 2023-03-0220 min
CX FilesMarianne Rutz - Rutz Consulting - How To Avoid CX BreakdownsMarianne Rutz is the founder of Rutz Consulting. She has a long track record of advising BPO and customer service operations and she also hosts the popular Operational Excellence Podcast. She is based in Scotland. Peter Ryan heard an episode of Operational Excellence focused on the topic 'Where is your CX going wrong?' The episode focused on why companies keep making the same mistakes so he called Marianne to ask about how to avoid these CX breakdowns. https://www.linkedin.com/in/marianne-rutz/ https://rutzconsulting.com/ https://podcasts.apple.com...2023-02-2331 min
CX FilesMichelle Cirocco - Televerde - CX Offers A Second Chance For Incarcerated Women Imagine if you were defined by the worst mistake you made for the rest of your life And denied of opportunity, growth and personal success at every turn. That’s how it is today for more than 200,000 incarcerated women in the United States. They, like all of us, made a mistake. Only their lapse in judgment came with a different consequence. Televerde has a unique business model. They create opportunities for incarcerated women to train for and then work in CX jobs. They help incarcerated women transition back into society by allowing them to transfer int...2023-02-1623 min
CX FilesPaige Webster - Global Site Selectors - Global BPO Site SelectionPaige Webster is the Founder and CEO of Webster Global Site Selectors. He is based in Phoenix, Arizona. Paige is focused on site selection and economic development and he has advised companies seeking to invest in new regions all over the world. In this epsiode Paige talks to Peter Ryan about the complexity of site selection and how companies decide where to locate their offices and infrastructure. https://www.linkedin.com/in/paige-webster-cecd-562bbb21/ http://www.globalsiteselectors.com/ 2023-01-2624 min
CX FilesStephanie Todd - Soul CX - How Can The Airlines Recover From Their CX Disaster?Stephanie Todd is based in Minneapolis, Minnesota. She is the founder and CEO of advisory firm Soul CX and has a history managing travel and airline customer service processes. After his own travel nightmares over the holiday season, Peter Ryan called Stephanie to ask about the problems airlines are facing at present. How do they recover from the pandemic disruption and rebuild customer loyalty - right now the news is filled with one travel meltdown after another... how can CX help airlines out of this? Did Peter ever get his luggage back? https...2023-01-1223 min
CX FilesCX In 2023 - Digital, Voice, And Other Trends With A Panel Of Expert AnalystsIt's the end of 2022. In the last few days of the year you may be away from the office taking it easy, so why not catch up with this final CX Files for 2022? Peter Ryan talked to a group of CX experts and analysts to learn about their observations on 2022 and ideas for what to watch in 2023. The panel included: Rod Jones (Johannesburg, South Africa) Owner, Rod Jones Contact Centre Consulting https://rodjones.co.za/ https://www.linkedin.com/in/rodjonessouthafrica/ Lian Rowlands (Ro...2022-12-2942 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 FilesThe Best CX Podcasters Looking Back At 2022 And Forward To 2023CX Files is not the only CX podcast out there! You probably know that already, but in this episode we have invited other CX podcasting peers to join us in taking a look back at the highlights of 2022 and forward into the expected CX trends coming in 2023... Peter Ryan leads the discussion and this episode features: Wiktor Doktór (Warsaw, Poland) CEO of Pro Progressio https://www.linkedin.com/in/wiktordoktor https://proprogressio.pl/ https://podcasts.apple.com/us/podcast/good-morning-bss-world/id1487461301 Marianne Rutz (Sau...2022-12-1537 min
CX FilesMartin Roe - CCI Global - Exploring BPO & CX In AfricaEveryone is familiar with South Africa as a CX destination. Maybe you have also worked with Egypt and a few others too, but Martin Roe, the CEO of CCI Global, is on a mission to build far greater customer service capabilities in many other African nations. Martin is a Brit based in Dubai and Peter Ryan called him to talk about the development of many emerging CX destinations in Africa. https://www.linkedin.com/in/martin-roe-55a4724/ https://www.cciglobal.com/2022-12-0124 min
CX FilesRoger Beadle - Limitless - GigCX And The Future Of Flexible CXRoger Beadle is the founder and CEO of Limitless. Roger is based in London, UK. Peter Ryan caught up with Roger to talk about GigCX and how it offers the opportunity to do more than just change how customer service agents are paid - hiring agents that love the brands they support is just one example. Flexible CX is about far more than just WFH. https://www.linkedin.com/in/roger-beadle-96048410/ https://www.limitlesstech.com/ 2022-11-2423 min
CX FilesChris Gillen - A Closer Look - Travel CX Over The Holidays And Into 2023Chris Gillen is the CEO of A Closer Look. He is based near to Atlanta, GA. A Closer Look is focused on CX market research and explores most of the major industry verticals. In this discussion with Peter Ryan he talks about research A Closer Look has carried out on the travel industry - focusing on the forthcoming holiday season and trends to watch for in 2023. https://www.linkedin.com/in/chrisgillen/ https://a-closer-look.com/2022-11-1620 min
CX FilesRick Collins - Marsh - Managing Risk And Fraud In CXRick A. Collins is a SVP at Marsh USA. He is based in New York City and his focus is consultative analysis and implementation of creative and novel ideas for risk management. Peter Ryan met Rick at a recent conference focused on fraud and so they recorded a conversation about fraud and risk management and how this is an important focus for any manager planning a CX strategy. https://www.linkedin.com/in/rick-a-collins-23b5284/ https://www.marsh.com/us/home.html2022-10-0632 minCX FilesBen Jones - Sigma Connected Group - Key Lessons From CXO 2022Ben Jones is the Group CCO at Sigma Connected Group. He is based in Birmingham in the UK. Ben attended the CX Outsourcers event in Las Vegas last week and in this interview he talks about some of the key takeaways from the conference with Peter Ryan. https://www.linkedin.com/in/ben-jones-1667641b/ https://www.sigmaconnected.com/2022-09-2225 minCX FilesRicardo Pedroza - PROCOLOMBIA - BPO and CX in ColombiaRicardo Pedroza is the USA Executive Director of PROCOLOMBIA - the government agency focused on developing business, foreign investment, and tourism for Colombia. With a recent change of government, many in the BPO industry have been talking about how Colombia can continue the CX success of recent years. Listen to Ricardo explain the Colombian experience and their strategy for the future with Peter Ryan. https://procolombia.co/en https://www.linkedin.com/in/ricardopedroza/2022-09-1524 minCX FilesBPO In Georgia With Sean Goforth & Lynda ArsenaultPeter Ryan called on Sean Goforth and Lynda Arsenault to give their feedback on a visit by a group of international BPO influencers and advisers to Georgia this week. In this call, Lynda and Sean are on the ground in Georgia giving their immediate feedback on the visit, hosted by Enterprise Georgia. Sean Goforth is the research director at Ryan Strategic Advisory. He is based in Mexico City, Mexico. Lynda Arsenault is a Foreign Direct Investment specialist advising several organisations including AHP International. She is based in Canada. https://www.linkedin.com/in...2022-09-0723 minCX FilesIndu Badlani - Project Space and StaffingExpert - Career Development in CXIndu Badlani is the CEO at business process management experts Project Space and co-founder of StaffingExpert - a recruitment company focused on BPO and contact centers. She is based in Manila, Philippines. Indu talked to Peter Ryan about how BPO and CX recruitment is changing, how CX careers are developing, and how the industry looks post-pandemic. What are the most common staffing challenges in the present environment? https://www.linkedin.com/in/indu-badlani-b8408025/ http://www.project-space.co/ https://www.staffingexpert.com/ 2022-08-2523 minRyan Research PodcastThe State of the Irish Economy - Seán Keyes - Ryan Research Podcast #10Seán Keyes joins me for episode #10 of the Ryan Research Podcast. He is a Finance Correspondent with The Currency. A specialist in equity research, he writes on the Irish and international stock markets, bringing his rigorous analytical skills to in-depth profiles of major companies and sectors. He served as an editor for the UK's MoneyWeek and has written for Agora Financial UK. He graduated from Trinity College Dublin with a BA in Economics and Political Science, and from University College Dublin with an MA in Economics.In our chat, we discuss the state of the Irish e...2022-08-1752 minCX FilesClaas van Delden - Yoummday - CX Acquisition And Expansion In EuropeClaas van Delden is the Chief Growth Officer of Yoummday. He is based in Munich, Germany. Yoummday is a highly flexible work-from-home CX specialist that has recently purchased Icon, the Prague-based BPO. In this episode, Peter Ryan asks Claas about flexible BPO in Europe and what the acquisition means for Yoummday and Icon. https://www.linkedin.com/in/claas-van-delden-b7b3b2/ https://www.yoummday.com/2022-08-1117 minCX FilesCheryl Paarwater - Call Lab BPO - Impact Sourcing And Creating Employment Opportunities With CX In South AfricaCheryl Paarwater is Managing Director at Enerlytics & Call Lab BPO. She is based in Cape Town, South Africa. In this conversation with Peter Ryan, Cheryl talks about the ongoing entrepreneurial nature of BPO and how CX is supporting career development in South Africa. https://www.linkedin.com/in/cheryl-paarwater/ https://call-lab.com/ 2022-08-0426 minCX FilesBill Colton - Global Telesourcing - Could Celebrities Help BPOs Find Talent?Bill Colton is the CEO at Global Telesourcing. He is based in Arlington, VA, USA. In this conversation with Peter Ryan, Bill talks about how celebrities can boost BPO brands and help specifically with attracting new talent. Could the right celebrity boost your hiring plans? https://www.linkedin.com/in/billcolton/ https://globaltelesourcing.com/2022-07-0819 minRyan Research PodcastMMT Revolution - Jessica Burbank - Ryan Research Podcast #9I'm joined by Jessica Burbank. She is an Executive Co-Director at Public Money Action, Contributor & Co-Host on The Young Turks, a Content Creator for More Perfect Union, and regularly covers public policy as it pertains to economics and monetary systems on her Tik Tok series, “Econ for the People.” Her TEDx talk, “A New Direction for the U.S. Economy” explores applying democratic principles to economic systems. Jessica earned her master’s degree in Data-Driven Policy from Brown University. Previously, she worked for the Bernie Sanders’ Presidential campaign, The Policy Lab at Brown, and Research Improving People’s Lives.In ou...2022-07-071h 25CX FilesNatasha Ratanshi-Stein - Surfboard - Turning WFM For CX Into Team PlanningNatasha 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 area, especially since the pandemic created a sudden wave of flexible and home-based workers. Listen to Peter Ryan talking to Natasha about the evolution of WFM on this episode of CX Files... https://www.linkedin.com/in/natasha-ratanshi-stein-69333723/ https://teamsurfboard.com/2022-06-1623 minCX FilesSara Sloman - Paythru - CX for EVs And Sustainable TransportSara 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) market - in particular for fleet users. She is focused on designing infrastructure, software, and payment systems that can make life easier for EV users - especially when out on the road and requiring a public charging station. In this episode, Peter Ryan talks to Sara about the CX requirements for EV users and how the market is developing. https://www.linkedin.com/in/sara-sloman-4...2022-06-0923 minCX FilesAnnelien Marcus - Clarion People - Post-Covid CX RecruitmentAnnelien 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 how the post-Covid recovery is shaping up. https://www.linkedin.com/in/annelienmarcus/ https://www.clarion-people.co.uk/2022-06-0222 minCX FilesCathy Jooste - Atento - The Evolution Of CX NearshoringCathy 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 became extremely difficult. Cathy talks to Peter Ryan about interesting new locations and how nearshoring is evolving. https://atento.com/ https://www.linkedin.com/in/cathrine-jooste-a218663/2022-05-2717 minCX FilesThe Top 5 Offshore BPO Destinations In 2022The Ryan Strategic Advisory Front Office BPO Omnibus Survey for 2022 is now published! In this edition of CX Files, Peter talks about the results - focusing on the top 5 countries globally - with a panel of leading global BPO and CX experts... the guests on this episode are: Peter Ryan https://www.linkedin.com/in/peter-ryan-montreal/ Sean Goforth https://www.linkedin.com/in/sean-goforth-9a4725b2/ David Rumble https://www.linkedin.com/in/david-rumble-4a4a09b/ Steve Weston https://www.linkedin.com...2022-04-0738 minRyan Research PodcastNuclear Barbarian - Emmet Penney - Ryan Research Podcast #8I'm joined by Emmet Penney. He is the Editor-in-Chief for the Grid Brief, a newsletter on fossil fuels, renewables, nuclear, and the grid. He co-hosts the Nuclear Barbarians: a weekly podcast and newsletter dedicated to bringing you interviews, analysis, and insight that can help us to reconsider our entire approach to the energy problems that face us today, with nuclear at its heart. He also co-hosts the Exhaust Podcast which plumbs the depths of history, culture, and philosophy to understand why it is that despite calamities and rapid change nothing feels possible anymore.In our...2022-03-211h 52Ryan Research PodcastMonetary Econ & Ireland - Cormac Lucey - Ryan Research Podcast #7I'm joined by Cormac Lucey. He is the author of "Plan B: How Leaving The Euro Can Save Ireland”. Lucey teaches finance at the Irish Management Institute, University College Dublin, and Chartered Accountants Ireland. He is also a frequent media commentator who contributes a weekly economics column to The Sunday Times (Ireland edition). He previously worked in industry and in corporate finance both in Ireland in Germany and in government as a ministerial advisor.In our chat, we discuss the current state of the Irish economy, Ireland's experience during and post-GFC, solutions regarding monetary sovereignty, and the re...2022-03-111h 33Ryan Research PodcastPost-MMT Economics - Clint Ballinger - Ryan Research Podcast #6I'm joined by Clint Ballinger. He is the author of "1000 Castaways: Fundamentals of Economics". It compresses 10,000 years of economic development into several years and a society small enough to allow an illuminating overview, yet large enough to feature the institutions essential to modern economies. Centuries of economic thought are distilled for the reader to the essence of how the macroeconomy functions (and malfunctions). He began his interest in economic development in the very long run while at The University of Texas at Austin. While there he worked with the World's oldest accounting tokens (Mesopotamian, 8000-3500 BC) under Denise Schmandt-Besserat...2022-02-122h 14CX 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.com2022-02-1035 min
CX FilesCX In 2022 With Stephen Loynd & Lian RowlandsA 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 Founder and Principal analyst at TrendzOwl Virginia, USA https://www.linkedin.com/in/stephenloynd https://www.trendzowl.com/ Peter Ryan Principal, Ryan Strategic Advisory Montreal, Canada https://ryanadvisory.com/ https://www.linkedin.com/in/peter-ryan-montreal2022-01-0620 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 FilesTTEC & Teleperformance Review Of 2021 and 2022 PreviewReview of 2021 and a look ahead to 2022 featuring: Alistair Niederer, EMEA Head of TTEC Paul O'Hara, SVP Business Development, Teleperformance EMEA Peter Ryan, Principal Analyst, Ryan Strategic Advisory https://ttec.com/emea/ https://teleperformance.com/ https://ryanadvisory.com/ https://www.linkedin.com/in/aniederer/ https://www.linkedin.com/in/paulohara https://www.linkedin.com/in/peter-ryan-montreal2021-12-2324 min
CX Files2021 Offshore BPO Confidence Index - Cognitive Copy and Ryan Strategic AdvisoryCognitive 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 key takeaways from the research in this episode. https://www.linkedin.com/in/mattjqkendall/ https://www.linkedin.com/in/peter-ryan-montreal/ https://ryanadvisory.com/2021-offshore-bpo-confidence-index-now-available/ https://www.cognitivecopy.com/research2021-12-1613 min
CX FilesIan Jackson - Enshored - CX and e-Commerce for the giants and innovative startupsIan 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 this can teach the retail and e-commerce giants. https://www.enshored.com/ https://www.linkedin.com/in/ianjackson2/2021-11-2517 min
CX FilesHui Wu-Curtis - SupportU - Impact Sourcing For CXHui 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. https://www.linkedin.com/in/hui-wu-curtis-b730682/ https://supportu.solutions/ 2021-11-1821 min
CX FilesTariq Alinur - Brayn CX - The Growth In Video Chat For CXTariq 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 is an increasing demand... he discusses video chat for CX with Peter Ryan. https://www.linkedin.com/in/tariqalinur/ https://brayncx.com/2021-11-1122 min
CX FilesTijana Dmitrovic - Contact Service - How To Build A Career In CXTijana 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 their employees? Tijana talks to Peter Ryan about her own experience and how Contact Service aims to help people build long-term CX careers. https://www.linkedin.com/in/tdmitrovic/ http://www.contactservice.info/2021-10-0717 minRyan Research PodcastBitcoin Philosophy - Andrew Bailey - Ryan Research Podcast #5I'm joined by Andrew Bailey. He is an associate professor at Yale-NUS College, where he teaches classes on money, philosophy, and politics. His work with the Resistance Money research collective aims to understand and evaluate bitcoin in a way that integrates philosophy, politics, and economics. In our chat, we discuss the foundations of bitcoin. We explore its origins and the deeper meaning behind its attributes. We touch upon both advocate and skeptic perspectives in our analysis. We untangle confused definitions and shallow concepts to reveal objective explanations that integrate various fields of study like technology, economics, philosophy, a...2021-10-032h 48
CX FilesSPECIAL EDITION: Violence In South AfricaSpecial 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? Peter Ryan Principal at Ryan Strategic Advisory https://www.linkedin.com/in/peter-ryan-montreal/ Mark Essey CEO, Capability BPO https://www.linkedin.com/in/markessey/ Stephen Loynd Founder and Principal at TrendzOwl https://www.linkedin.com/in/stephenloynd/ Dave Rumble Co-founder, The Knowledge Group 2021-07-1622 minRyan Research PodcastRadical Irish - Angela Nagle - Ryan Research Podcast #4I'm joined by Angela Nagle. She is a writer best known for her book "Kill All Normies" where she detailed the ecosystem of the political internet. She edited "Ireland Under Austerity" which outlined oppositional perspectives towards the Irish financial crisis and its aftermath. She has also written for Unherd, American Affairs, Washington Examiner, New York Times and others.In our chat, we discuss Irish history, politics, and economics. We cover the radical vision the original revolutionaries hoped for Ireland, how it was forgotten, and connect it to current desires for an alternative approach in Ireland. We reveal...2021-06-192h 18
CX FilesHelen Hickin - ICON Communication Centres - The Evolution Of B2B CX And Inside SalesHelen 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 strategy we tend to focus on B2C - the end consumers - but B2B remains critically important and has also changed with the pandemic. In this edition, Peter Ryan talks to Helen about what has changed in B2B CX and what is coming next in this space... https://www.linkedin.com...2021-06-0319 minRyan Research PodcastCentral Bank Digital Currency (CBDC) - Marcelo Prates - Ryan Research Podcast #3I sit down with Marcelo Prates, a lawyer and researcher at the Banco Central do Brasil, to talk about Central Bank Digital Currency (CBDC).In our chat, we discuss the definitions of CBDC, bank intermediation, monetary policy, corporate digital currencies, and decentralized cryptocurrencies. Follow him at these links:https://twitter.com/MMPrtshttps://www.coindesk.com/author/marce...You can list to the audio-only version of this podcast here:https://www.ryanresearch.co/post/rr-p...The Ryan Research podcast explores economics, history, technology, business, geopolitics, and more. Peter...2021-06-0254 minRyan Research PodcastCivilizational Signals and Noise - Post Apathy (Ahmed) - Ryan Research Podcast #2I sit down with Ahmed, otherwise known as Post Apathy. He writes about investing, technology, religion, civilizations, history, and modernity.In our chat, we discuss post-postism, Martin Heidegger, Ibn Khaldun, the merits of history, Friedrich List, development economics, money and banking, crypto, and startup cities.Follow him at these links:https://twitter.com/Post_Apathyhttps://postapathy.com/The Ryan Research podcast explores economics, history, technology, business, geopolitics, and more. Peter Ryan, the host, lectures on these issues and interviews compelling thinkers that touch on these subjects. Follow @_peterryan a...2021-04-261h 22
CX FilesPeter Ryan : Ryan Strategic Advisory : Front Office BPO Omnibus Survey 2021 ResultsIt'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 CX Files, Peter talks about the top 5 global locations for BPO based on his research in 2021. The Front Office BPO Omnibus Survey 2021 is being released live at exactly the same time as this edition of CX Files - be the first to hear Peter interviewed about the research results right here. https://ryanadvisory.com2021-04-0818 min
Oh Wow! Minicast#5 – Tinder LydiaEpisode # 5: Previously On: A VERY SPECIAL OH WOW RECAP (0:01) Gondola: Bad Guys chase after a Spy! (02:27) Stubbier: Oh Wow creators Peter + Ryan mull over some harsh criticism about the show (06:18) Kenny & Benny: An ad for Popah Valley's most prominent injury attorneys (06:50) Tinder Lydia: An original song by Alexis Pineiro about a woman who went on an online date and never let go (08:50)
Written and Produced by Peter Cirkovic and Ryan Ergo
Featuring: Alexis Pineiro, Rodrigo Hernandez, Nathan Berg, Jack Schmidt, and Brendan Kelly.
Music by Julian Kitzmiller
Sound Engineering by Michael H...2021-03-0813 min
CX FilesDiscussion: Where Are The Emerging BPO Destinations In 2021?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 Rumble from The Knowledge Group (UK), and CX analyst Jesús Hoyos (USA) on what makes a great post-Covid BPO destination. https://www.linkedin.com/in/lian-rowlands-a26119/ https://www.meetami.ai/ https://www.linkedin.com/in/jesushoyos/ http://cx2advisory.com https://www.linkedin.com/in/david-rumble-4a4a09b/ https://www.li...2021-03-0527 min
CX FilesAnalyst Views On CX In 2021 - Marianne Rutz, Stephen Loynd, Peter RyanIn 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 happen in 2021. Featuring: Marianne Rutz, founder of Rutz Consulting https://www.linkedin.com/in/marianne-rutz-351b0a5/ https://rutzconsulting.com/ Stephen Loynd, founder and principal analyst at TrendzOwl https://www.linkedin.com/in/stephenloynd/ https://www.trendzowl.com/ Peter Ryan, founder and principal of Ryan Strategic Advisory https://ryanadvisory.com/ https://ww...2020-12-3024 min
CX FilesIan Sanders - CX For Ticketing And EventsIan 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 companies can build close customer relationships and what may happen to the industry in a post-covid environment. Ian is also host of the Cold War Conversations podcast - one of the most popular history podcasts globally, go and subscribe to that one after you hear his thoughts on CX! https://www.linkedin.com/in...2020-12-1123 minRyan Research PodcastCBDCs and ToynbeeA podcast exploring economics, history, technology, business, geopolitics, and more. Peter Ryan, the host, is a researcher with a background in tech and cryptocurrencies.This episode focuses on the ongoing progress of Central Bank Digital Currencies (CBDCs) and Arnold Toynbee's "A Study of History".Follow @_peterryan and @ryan_research on Twitter.Visit www.ryanresearch.co for articles and more.2020-10-311h 15
CX FilesPratik Salia - Knowmax - Knowledge Management and CXPratik 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 over 30 countries. In this discussion with Peter Ryan he explores the importance of KM to CX. https://www.linkedin.com/in/pratiksalia/ https://knowmax.ai/2020-10-2314 min
CX FilesAnny Serrano (OneStar Solutions) and Jason Heil (Redial BPO) - BPO On The Border In MexicoNearshoring 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 an advantage to be working right on the border? Hosted by Peter Ryan and featuring Jason Heil, Co-founder and VP of Business Development at Redial BPO and Anny Serrano, CEO, OneStar Solutions Inc https://www.linkedin.com/in/jason-heil-56988616/ https://redialbpo.com/ https://www.linkedin.com/in/anny-serrano-848b3025/ https://www.yourstarsource.com/ https://www.linkedin.com/in/peter-ryan-montreal/ 2020-10-0928 min
CX FilesPeter Ryan - Ryan Strategic Advisory - WFH, GigCX And Looking Ahead To CX in 2021Peter 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 going permanent, the development of GigCX, and what we might expect in CX in 2021. https://ryanadvisory.com/ https://www.linkedin.com/in/peter-ryan-montreal/2020-09-0412 min
CX FilesBelarus - What's Happening And Why Now?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 Eastern Europe. Featuring: Michael Zdanowski Head of Energy & Environment at Madano https://www.linkedin.com/in/michael-zdanowski-2545322/ https://madano.com/ Andrew Wrobel Founding partner of Emerging Europe https://www.linkedin.com/in/andrewwrob/ https://emerging-europe.com/ Peter Ryan Principal at Ryan Strategic Advisory https://www.linkedin.com...2020-08-2123 min
CX FilesPeter Ryan - Ryan Strategic Advisory - The Top 5 Most Favoured Locations For Contact Centres in 2020Every year, Ryan Strategic Advisory publishes their list of the top 5 most favoured offshore contact centre delivery points. The 2020 Front Office Omnibus Survey, is being announced by Peter Ryan simultaneously with the publication of this special bonus edition of the podcast - so if you can see this then the results are now public. In this episode Peter talks about the research and the top 5 locations... use the links to access the research. https://ryanadvisory.com/ https://www.linkedin.com/in/peter-ryan-montreal/2020-05-0709 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 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 FilesPeter Ryan - Ryan Strategic Advisory - CX in 2019 and 2020Peter Ryan is the principal analyst at Ryan Strategic Advisory, based in Montreal Canada. Peter is well-known globally as a leading expert on CX and he is almost always on the road visiting companies all over the world. In this end of year episode Peter talks about 2019 and what to look for in 2020 - happy new year! https://ryanadvisory.com/ https://www.linkedin.com/in/peter-ryan-montreal/2019-12-2713 min
CX FilesBONUS EPISODE: South Africa And CX in 2020BONUS EPISODE! Peter Ryan leads a conversation with Felix Serrano and Adrian Smith based on their recent visit to the BPESA Global Business Services Investor Conference in Durban. Felix Serrano Co-Founder & Chief Executive Officer at Activus Connect https://www.linkedin.com/in/felixserrano3/ https://activusconnect.com/ Adrian Smith Chief Executive Officer / CEO of ATAC Inc. https://www.linkedin.com/in/atacinc/ https://www.atacinc.ca/ Peter Ryan Principal at Ryan Strategic Advisory https://r...2019-11-2620 min
CX FilesPeter Zaitsev - Percona - Data Security And CXPeter Zaitsev is the founder and CEO of Percona, based in the US. Percona designs, supports, and advises on databases. They help companies manage data and keep it safe. This episode was inspired by the recent Capital One hack, where personal details of over 100m customers was compromised. Peter talks about keeping customer data safe, GDPR, Cambridge Analytica, and much more... https://www.linkedin.com/in/peterzaitsev/ https://www.percona.com/2019-08-0917 min
CX FilesSteve Weston & Peter Ryan : CX In Egypt - Perception and Reality?In this episode of the podcast we are exploring the perception and reality of working in different global locations after the news this week that airlines such as BA and Lufthansa are not flying to Cairo because of "security concerns." How do executives working in BPO and CX separate perceived risk from reality? Steve Weston and Peter Ryan discuss the Egypt problem and also explore other locations and how to evaluate risk. Steve Weston is the Managing Partner at SK Weston & Co. He is based in Washington DC and is one of the leading US...2019-07-2618 min
CX FilesPeter Ryan - 2019 Front Office BPO Omnibus Survey ResultsPeter Ryan is the Principal Analyst at Ryan Strategic Advisory and is a great friend of CX Files. On Monday March 25th he presented the latest RSA research - the 2019 Front Office BPO Omnibus Survey. This outlines the most popular locations for contact centres globally. In a CX Files exclusive this episode is being released earlier than usual so it is published simultaneously with his live speech at the CX Outsourcers conference in Windsor, UK. https://ryanadvisory.com/ https://knowledge-executive.com/cxoutsourcers/ 2019-03-2513 min
CX FilesMark Angus - CXOutsourcers & Knowledge ExecutiveMark Angus is the CEO of publisher and research company Knowledge Executive, based in Johannesburg, South Africa. Together with Peter Ryan of Ryan Strategic Advisory he is hosting a new conference focused on the companies that deliver CX - CX Outsourcers. In this special bonus edition of CX Files, Mark explains what to expect from the next CX Outsourcers conference which will take place in March 2019 in Windsor, UK. https://www.linkedin.com/in/mark-angus http://www.knowledge-executive.com2019-01-1709 min
CX FilesPeter Ryan - Ryan Strategic Advisory (CX in 2019)The final CX Files of 2018! Peter Ryan is Principal of Ryan Strategic Advisory, based in Montreal Canada. Peter talked to me about some of the big CX events of 2018 and what we can look forward to in 2019. Enjoy it and HAPPY NEW CX YEAR! https://www.linkedin.com/in/peter-ryan-2b39b71/ https://ryanadvisory.com/ 2018-12-2810 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