Episodes
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Alexandra 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/
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Andreas Helland is the CEO & Co-Founder at Atender Group. He is based in Bergen, Norway. Atender Group is based in Norway, but has their main operational facility in Málaga, Spain.
Andreas talked to Peter Ryan about how a company that mostly serves customers in the Nordics region manages to do this from a sunny location in Spain that is known to most Europeans as a vacation destination.
https://www.linkedin.com/in/ahelland/
https://www.atender.com/
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Stephen Loynd is the founder and principal analyst at TrendzOwl. He is based in Virginia, close to Washington DC.
Stephen has just published a new book this week. It's called "The Widening Turn: America & the Accelerating Sweep of Innovation."
The book explores how new technologies, such as AI, are redefining work, culture, and our entire society. It also includes many observations on CX and how companies need to entirely reshape their relationship with customers.
Stephen talked to Mark about the new book and his belief that we are entering into a new industrial revolution.
https://www.linkedin.com/in/stephenloynd/
https://www.trendzowl.com/
https://www.amazon.com/Widening-Turn-America-Accelerating-Innovation-ebook/dp/B0D673PRSW/
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Erin Broecker is the Senior Director for Global Content Strategy at Teleperformance. She is based in Sacramento, California.
Erin is focused on content. How it is created and how it is published. She is endlessly thinking about how people within our industry learn about CX strategies. Erin plans which organizations Teleperformance can work with to create greater insights into the industry and how the company can publish this information.
Erin talked to Peter Ryan about content creation and how to use networks like LinkedIn to publish it for a global audience.
https://www.linkedin.com/in/erin-b-411150a/
www.teleperformance.com
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Michael Morrison is the Chief Revenue Officer at NCRI Inc. He is based in Toronto, Canada. Peter called Michael to talk about CX and BPO in Canada and how Canada has played a dual role as a nearshore BPO destination for the US as well as being an important market for customer service itself... come and listen to a discussion about the great white north! 🇨🇦🍁
https://www.linkedin.com/in/michael-morrison-9961052/
https://www.linkedin.com/company/nrci-inc/
https://ncri.com/
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Aymen Ismail is the Head of Customer Engagement Solutions at smart Europe GmbH. He is based in Stuttgart, Germany. The smart auto company was founded in Germany in 1994. The brand was originally famous for quirky small cars, such as the ForTwo. Now, the company is focused on EV production and battery technology. The auto industry is surfing an extreme wave of change at present. Electric vehicles, autnomous vehicles, retail purchasing, leasing... change in the traditional dealer-focused business model is all around. This also changes how customers build a relationship with auto brands. In this conversation, Peter Ryan talks to Aymen about the modern auto business and how to serve the day-to-day needs of customers alongside building long-term relationships.
https://www.linkedin.com/in/aymenismail/
https://media.smart.com/eu
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Seandette Wiltshire is the founder and director of strategy and operations at The Contact Hub. She is based in Christ Church, Barbados.
The Contact Hub offers contact center and marketing services to companies in Barbados - and beyond. In this conversation with Peter Ryan, Seandette talks about creating a new BPO in Barbados and how the region is developing a growing reputation for the quality of CX services.
https://www.linkedin.com/in/seandette/
https://gocontacthub.net/
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Steve Mosser is the Group CEO & Chief Innovations Officer at Sensée. He is based in London, UK.
Sensée is a work-from-home specialist, but has recently purhased The Contact Company, in Liverpool UK. This more or less doubled their size, but means they now offer both contact center and WFH options.
In this conversation, Steve focuses on the evolution of workforce management and flexible working patterns, why this is good for the clients and the agents, and how to create flexibility while still investing in agents - rather than creating a casual workforce.
https://www.linkedin.com/in/steve-mosser-77136712/
https://www.sensee.co.uk
https://newsblog.sensee.co.uk/sensee-creates-a-powerhouse-in-uk-based-cx-outsourcing-with-purchase-of-the-business-of-the-contact-company/
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CXOutsourcers 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.com/in/yaniquewagrantcx/
Tyler Ashby, COO of Agents Only
https://www.linkedin.com/in/tyler-ashby-agentsonly/
Neil Sturrock, Global Customer Support Director
Wave Mobile Money
https://www.linkedin.com/company/wavemm/
https://www.linkedin.com/in/neils74/
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Chris 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/
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Alex 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 talks about his forthcoming talk with the CX Files...
https://www.linkedin.com/in/alex-munoz-media-sales/
https://hispanicmediacenter.com/
https://cxoutsourcers.com/
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Barry 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/
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CX 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...
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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 CX Outsourcers conference in Atlanta on May 1/2.
Unfortunately, Paula has had to cancel her visit to Atlanta just before the broadcast of this epsiode (Peter and Mark recorded this about a week before broadcast), but it would be a shame to not hear the conversation so we have still published it here.
https://www.linkedin.com/in/paula-kennedy-garcia-1b90b81/
https://cxoutsourcers.com/
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Alex Mead is the CEO of Total CX. He is based in Bahrain.
Alex is a long time friend of the CX Files and he has featured before talking about the need for better CX advice and expertise across the industry. In this discussion with Peter he is talking about Bahrain and the opportunity for this region to emerge as a nearshoring BPO destination... Bahrain may not have been on your radar before, but listen to Alex and it may well be!
https://www.linkedin.com/in/alexmead/
https://total-cx.com/about-us/
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Nirali 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.
https://www.linkedin.com/in/nirali-amin/
https://www.liveperson.com/
State of Customer Conversations 2024: https://www.liveperson.com/customer-conversations-report
Digital Transformation: https://www.liveperson.com/solutions/digital-transformation/
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Chris 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 CX if employees want more control over where and when they work and which brands they are representing?
Where is CX heading in future and how will companies in this industry eventually be serving others?
https://www.linkedin.com/in/christopher-hague/
https://yoummday.com/
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Rod 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 a happy birthday and to ask for some background on how he started out and what has changed in CX in all that time... Rod also takes a look forward to the future, applying his experience to some ideas around what might be coming next.
We hope you enjoy this 75th birthday conversation with Rod - do go to his LinkedIn to leave him a happy birthday message!
Rod will also be at the CX Outsourcers conference in Atlanta on May 1/2 - all of us hope to see you there if you will be attending.
https://www.linkedin.com/in/rodjonessouthafrica/
https://cxoutsourcers.com/
https://rodjones.co.za/
Mark, Peter, and Rod all together:
https://www.instagram.com/p/C4gpH4Gvn9I/
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Matt 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:
https://www.linkedin.com/in/cognitivematt/
https://www.cognitivecopy.com/
Sign up for the BPO Bullhorn newsletter here:
https://www.cognitivecopy.com/newsletter
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Dr Lollie Mancey is an anthropologist and AI ethicist based in Dublin, Ireland. She is the Programme Director for Innovation and Entrepreneurship (Digital tech and resilience) at the University College Dublin Innovation Academy.
Lollie is focused on workplace performance and this includes how work/life balance should be managed and what causes anxiety and other issues that may damage work perforamnce, home life, or both. Lollie isn't focused specifically on CX, but her research covers workplaces that are similar to those we see in BPO and CX and her ideas in this conversation with Peter Ryan are valuable lessons on how to look after your people - if you don't then they will not be around for much longer.
https://www.ucd.ie/
https://www.ucd.ie/innovation/
https://www.innovationacademy.ie/
https://www.linkedin.com/in/drlollie/
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Bruce Winder is the president at Bruce Winder Retail. He is a leading analyst focused on the retail sector, with a long history of senior management roles in the retail industry. Bruce is based in Toronto, Canada.
Bruce talked to Peter Ryan about trends and challenges for CX in retail in the 2020s.
https://www.linkedin.com/in/brucewindermba/
www.brucewinder.com
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