Episódios
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Vidya Ravichandran is the CEO of UnifyCX. She is based in Louisville, Kentucky, USA.
In this conversation with Peter Ryan, Vidya talks about the evolution of GlowTouch Technologies into UnifyCX, how technology is changing the BPO industry, and how CX and BPO is evolving as technology solutions become more integral to customer interactions.
As customers demand more complex solutions the BPO community is adopting or building different tech solutions - using AI in particular. But should BPOs buy off-the-shelf tools or create their own and attempt to lead their sector? In this conversation Vidya talks about how BPO is evolving and how the new brand wants to be seen as a CX leader.
https://www.linkedin.com/in/vidya-ravichandran-53423b2/
https://www.unifycx.com/
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The new (July 2024) UK government just announced their budget plans for the year ahead. Several measures look like they could impact the BPO and CX industries. In this special extra edition of the CX Files, Peter Ryan called a few UK-based friends of the podcast to ask for their views on the challenges and opportunities they can see in the latest UK budget...
Featuring a discussion with...
Alistair Niederer, CEO, NeedleRock
https://www.linkedin.com/in/aniederer/
http://www.needlerock.net/
Lian Rowlands, Principal Consultant, Tayma Solutions
https://www.linkedin.com/in/lian-rowlands-a26119/
David Rumble, Managing Partner, On Consultancy
https://www.linkedin.com/in/david-rumble-4a4a09b/
https://www.linkedin.com/company/on-consultancy/
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Tanya Scotece is also known as 'Dr T.' She is a Professor and Program Coordinator at Miami Dade College focused on funeral service education. Tanya is also a senior placement specialist with Sunshine Senior Placement, helping familes find an assisted living facility for their loved ones.
Tanya is a licensed funeral director and has direct experience managing a funeral home and crematorium.
The funeral and mortuary environment in the US is heavily regulated and people working in this field need to understand that end of life and funeral care is an environment where a very special level of care is required.
Peter called Tanya to ask about this fascinating area of customer care that is often not discussed because so many people prefer to avoid end of life conversations.
https://www.mdc.edu/
https://www.linkedin.com/in/tanya-scotece-ph-d-lfd-cfsp-%E2%80%9Cdr-t%E2%80%9D-a85a6226/
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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...
The book also features a foreword by Paul O'Hara - a legend from the CX environment with a decade plus experience of using social sales strategies for B2B.
https://www.linkedin.com/in/markhillary/
https://www.linkedin.com/in/pauloharateleperformance/
The Social Sales Playbook: Developing a B2B Sales Plan That Drives ResultsPublished October 11, 2024
https://www.amazon.com/Social-Sales-Playbook-Developing-Results/dp/B0DJY3MYD2/
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Neal Topf is the founder and President of Callzilla. He is based in Miami, Florida.
Callzilla is a CX specialist based in the US, but also with delivery centers in Colombia and South Africa.
Peter Ryan called Neal for a conversation about corporate culture - in particular culture inside the BPO environment. Neal recently posted on LinkedIn that a prospective client was impressed with the Callzilla technology and their business proposal, but he wanted to meet the team.
Seeing the team at work and learning about their daily on-the-job culture was really important to this company - he wanted to build a rapport with the Callzilla team.
Neal has often written that prospective clients today are less interested in contact center metrics and much more interested in how the team can help with both sales and service or how engaged the team is and how this will translate into great CX.
Clients today are looking for a BPO to have solutions to business problems - not just AHT statistics.
Tune in for the latest CX Files where Neal talks about culture and why it is more important than ever for BPOs to have a positive answer when a prospect suggests visiting their team.
https://www.linkedin.com/in/nealtopfcustomerexperience/
https://www.callzilla.cx/
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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/
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The 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.
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https://www.linkedin.com/in/cxisobelrogers/
https://www.linkedin.com/in/karenhoward/
https://www.theretailbulletin.com/
https://www.theretailbulletin.com/general-merchandise/the-retail-bulletin-announces-set-up-of-cx-industry-body-cx-alliance-19-09-2024/
The CX Alliance news is so recent that they are still in the process of setting up their website and other channels ... follow Isobel and Karen for now and check TRB for new information...
http://cxalliance.org/
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Graham Brown is the SVP EMEA Sales for Alorica. He is based at Leicester in the UK.
In some parts of the world, like Europe, brands need to offer a customer experience in many different languages. For major languages this is not a problem. It's relatively easy to find French and English speakers, but some languages can be hard to support and often they are not even economic to support.
What if you want to operate in Finland, but you can't support those customers in their local language? Do you expect every customer to use English?
Graham has been working on simultaneous voice translation with Alorica. This allows an AI-powered translation system to sit between the customer and the agent.
How well does it work and can we really just staff a contact center with English-speakers and let them support anyone from anywhere?
Listen to this conversation between Graham and Peter Ryan to find out!
https://www.linkedin.com/in/graham-brown-cx/
https://www.alorica.com/
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This 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 do for CX companies and how this might be changing the traditional BPO business model. Is CX getting more tech focused?
https://www.linkedin.com/in/stephenloynd/
https://www.trendzowl.com/
https://www.linkedin.com/in/chrisgillen/
https://a-closer-look.com/contact-us/
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Michael Clark is the founder of CXTT Consulting. He is based in Sydney, Australia. Michael has been recognised in 2023 in the Top 100 Contact Centre Influencers in APAC, and in 2022 as a Top 50 Small Business Leader.
Peter Ryan called Michael to talk technology and the tech stack required to make modern CX processes work well. We all know that multiple types of technology have become important for CX executives but how important is it to understand this technology and what really matters?
https://www.linkedin.com/in/mclarkcxtt/
https://cxtt.com.au/
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Once you are into CX, you never leave... this summarises how Martin Anderson explains the journey he has taken over the past 21 years building the Lemon Contact Centre near to Durham in the north-east of the UK.
Peter Ryan talks to Martin about the entrepreneurial nature of BPO and CX, how he got started, and how he manages to compete in a business where the competition can be both local and global.
https://www.linkedin.com/in/martin-anderson-%F0%9F%8D%8B-b5372123/
https://www.lemoncontactcentre.co.uk/
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Jonas 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 Files Mark Hillary talks to Jonas about some of his newsletter themes and how he sees the future of CX in both the short and long term...
https://www.linkedin.com/in/jonasberggren2/
Transform Customer Service Newsletter:
https://www.linkedin.com/newsletters/transform-customer-service-6992863124731113474/
https://transcom.com/
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Leo Lopez is the co-founder and principal consultant at Calltastic, an advisory firm focused on helping startups and small businesses. He is based in Los Angeles, California.
Leo has over 30 years experience in contact center operations and he is now using this expertise to help startups improve their customer service processes. In this conversation with Peter Ryan he outlines the top five mistakes that startups and small companies make when engaging with their customers.
https://www.calltastic.com/
https://riseglobalsolutions.net/
https://www.linkedin.com/in/leolopez1/
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FormIGA 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/
Full details of the Service Provider Sustainability Index assessment can be found here:
https://formigaspsi.com/
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Stephen Peattie is a Director at Kinetic GB and HybridWorkSmart. He is based near to Leicester, in the UK Midlands.
Daniel Castilla is the co-founder and MD of Alliance BPO Services. He is based in Hermosillo, Sonora, Mexico.
Daniel and Stephen both visited Fiji on a recent mission to explore current and potential BPO and CX services from Fiji. Fiji is a small island nation of around one million people located in the South Pacific Ocean.
What was their assessment of Fiji as a location for business services? How did they feel on the ground in Fiji? What makes Fiji different or interesting compared to other locations? What are the limitations in Fiji?
Daniel and Stephen explore all these questions in this conversation with Peter Ryan.
https://www.linkedin.com/in/daniel-castilla-328b0734/
https://alliancebpo.net/
https://www.linkedin.com/in/stephen-peattie-799181/
https://www.kineticgb.com/
https://outsourcefiji.com/
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Leigh Hopwood is the CEO of CCMA (Call Centre Management Association) and Chair of the European Customer Contact Alliance. She is based in London, UK.
Peter recently attended a CCMA event in Manchester focused on the buy-side - the companies that need to create their own CX team or buy in expertise from a specialist BPO. He called Leigh to talk about the event and to discuess what buyers are really looking for when they are in the market for CX and BPO services...
https://www.ccma.org.uk/
https://www.linkedin.com/in/leighhopwood/
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Sandra Busy is the Chief Executive Officer of Cnect Waies. Cnect Wales, (formerly The Welsh Contact Centre Forum), is Wales' premier networking organisation for business in Wales operating centralised services. They represent Wales and promote greater investment in BPO and CX in Wales.
The British general election is taking place as this episode arrives on July 4th so Peter talked to Sandra about this specfic region of the UK that has recently been enjoying far more global attention thanks to the Disney+ TV show "Welcome to Wrexham", which explores the success of Wrexham foorball club since it was purchased by Ryan Reynolds and Rob McElhenney.
But, there is much more to Wales than just sport and music. Sandra has spent many years promoting investment in the region and in this episode she explains why Wales is a particulkarly attractive part of the UK for any business managing their BPO and CX functions.
https://www.linkedin.com/in/sandrabusby/
https://cnectwales.uk/
https://en.wikipedia.org/wiki/Welcome_to_Wrexham
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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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