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CX Files features your hosts, CX industry analysts Mark Hillary and Peter Ryan, speaking each week to leading analysts, thinkers, and practitioners focused on managing the Customer Experience (CX). In each episode Mark and Peter talk to their guests about the future of CX, the important trends, and what customers really expect from brands today.
 
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It'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 2…
 
Simon Dillsworth is the UK Managing Director of Davies Consulting (Davies Group acquired Ember Group - you may have heard Simon a year ago on this podcast when he was with Ember). In this episode, Simon talks about Intelligent Automation (IA) and Digital Transformation - especially in the post-Covid era. What is IA and how can it be used to improve…
 
Chris Gillen is the CEO of A Closer Look, based in Atlanta, Georgia. A Closer Look focuses on data and human intelligence and in this episode of the podcast Chris explores the effect of the Covid-19 pandemic on customer experience and behavior in travel and leisure. What is the pre and post pandemic view on travel and leisure and how can you get cl…
 
Rob van Herpen is the Regional Vice President for North America at 5CA. He is based in North California. 5CA has a two-decade history of work-from-home (WFH) CX and Rob was here on CX Files a year ago helping companies quickly move to WFH in the early stages of the pandemic. Now he is back and talking more strategically about how WFH will evolve, e…
 
The CX rules have been rewritten by the Covid-19 pandemic. That's the conventional wisdom, as analysts talk about the New Normal... but Rick Denton, the Managing Principal of EX4CX says we should not forget what has not been changed by Covid. Rick is based in Dallas, Texas, and on this episode of CX Files he talks about what we need to focus on to …
 
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.li…
 
Randy Arellano has a long history in CX - he has worked at several of the major CX suppliers. In 2018 he joined Auxillium with the mission of making high quality CX available to smaller companies and start ups. His mission was to take the standards and processes used by the big players and to apply this to smaller projects. In this episode, Randy d…
 
Stuart Ravens founded Corax Insights in London at the start of 2021, but he has a long history as an industry analyst (Navigant and Ovum) focused on energy and utilities. In this episode of the podcast, Stuart talks about the transition to renewable energy and the relationship between energy companies and their customers - do energy companies even …
 
William Carson is the director of market engagement at Ascensos. He is based in London and away from Ascensos he is also a frequent CX commentator and council member of the GSA. Ascensos has a strong focus on retail CX so in this episode CX Files talks to William about the failure of department stores and the dramatic rise of brands such as Shein, …
 
Jim Farnsworth is a veteran of the CX industry. He is currently an Executive Vice President at SYKES and is well known as one of the leading thinkers in the business. He is based in Denver, Colorado. In this interview, Jim talks about the adaptation of CX and contact centers and how modern CX needs to embrace the role of the agent - they are on the…
 
Ted Nardin and Brian Kearney founded research and advisory firm 5th Talent and are based in the US. During the Covid-19 pandemic they asked 4,000 contact center agents about their WFH experience. Now they are back with new research focused on what CX leaders have learned and need to know about WFH. https://www.5thtalent.com/work-at-home-study-novem…
 
Nate Brown is the Chief Experience Officer at Officium Labs and the co-founder of the CX community CX Accelerator. He is based in Nashville Tennessee. In this episode, Nate talks about the people who work in CX. How do we fix the "minimum wage" reputation of CX and how do companies attract the best talent and start treating them like experts? https…
 
GigCX is often compared to traditional contact centers or BPO, but there is an opportunity to re-think how customer service is designed throughout the entire customer journey. Megan Neale is co-founder and COO of Limitless Technology, based in London. She explains how the Limitless platform works and how we need to re-think GigCX and what it can of…
 
Victor van Baal is the GTM lead and MD of Qelp at Sykes Digital Services (SDS) and Amahl Williams is a director of SDS. Victor is based in Amsterdam in the Netherlands and Amahl is based just outside of Boston, Massachusetts in the US. In this episode we focused on post-Covid digital transformation, innovation, and automation - including RPA. www.l…
 
In 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 TrendzOw…
 
Jonas Dahlberg is the CEO and President of Transcom. He is based in Stockholm, Sweden. Transcom has a team of over 26,000 people working across 22 countries using 33 languages. Jonas likes to say that they are big enough to really matter, but small enough to still listen to their clients. In this episode Jonas talks about BPO and CX in the post-cov…
 
Robèrt van Diem is the Senior VP of Operations at 5CA, He is based in the Netherlands. Robèrt has a long history leading operations at companies including Xerox and Conduent before his present role at 5CA. 5CA is an almost exclusively work from home company so in this episode we explore how remote-first really works for 5CA. https://www.5ca.com/ ht…
 
Ian 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…
 
Paula Kennedy-Garcia is VP of Strategic Projects and Corporate Strategy at Concentrix. She leads the Concentrix Gig platform - Solv. In this episode, Paula gives an update on Solv, WFH, GigCX more generally, and what she is planning for 2021. https://www.linkedin.com/in/paula-kennedy-garcia-1b90b81/ https://www.solvnow.com/…
 
Terry Rybolt is the Chief Revenue Officer at LiveXchange. He is based in Boston, MA. LiveXchange was one of the earliest Gig CX platforms and they continue to define the #GigCX environment. Terry recently co-wrote a book titled 'GigCX: Customer Service In The Twenty First Century' https://www.linkedin.com/in/terry-rybolt-808361/ https://livexchange…
 
Shannon Burch is the Contact Center Director at Western Financial Group, based in Alberta, Canada. Shannon has deep experience of managing customer experience in Canadian financial service companies and she has managed CX in smaller high-growth companies AND large established banks. In this episode Shannon will talk about the difference between the…
 
Scott Newman is the founder and CEO of Transparent BPO. He is based in Maryland, US, although Transparent has extensive operations in the Philippines and Belize. In this episode, Scott talks about WFH going permanent, WFH security, and how smaller BPOs will build more CX resilience and agility for their clients in 2021. https://transparentbpo.com/ …
 
Andrew McNeile is the Chief Customer Officer of ThinScale Technology, based in Dublin, Ireland. ThinScale was recently mention on this podcast by Michael DeSalles of Frost & Sullivan. This episode is a follow-up and asks why BPOs are buying and shipping millions of dollars worth of laptops when they could use BYOD? www.linkedin.com/in/amcneile/ www…
 
Pratik 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…
 
Michael DeSalles is a Principal Analyst on the North American Customer Care team at industry analyst firm Frost & Sullivan. He recently published a paper exploring how the BPO and CX industry is reacting to the Covid-19 pandemic. In the podcast, he talks about this article and the CX road into 2021. https://www.linkedin.com/in/michael-desalles-8251…
 
Nearshoring 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 http…
 
In this episode we will hear from two BPO leaders focused on how the Philippines is recovering from the Covid-19 pandemic. Don Berryman is the Executive Vice President and Chief Commercial Officer of Transcom North America. Mike Lytle, is the COO of Teleperformance in the Philippines https://www.linkedin.com/in/mike-lytle/ https://teleperformance.c…
 
Emelie Hedén Edlund is a design director at McKinsey Design. She is based in Stockholm Sweden. Emelie is experienced in design thinking and has a background in industrial design, trend forecasting and futurism as well as user and customer experience. She has been working with McKinsey on retail design and in this episode she talks about some of the…
 
Simon Knudsen is the CEO at Xzakt Kundrelation - a Transcom company. He is based in Stockholm, Sweden. Simon heads the FLEX model Transcom has recently launched. FLEX aims to offer GigCX-style flexibility inside the traditional contact center. Which is better? Listen to the podcast to hear Simon's view. https://www.linkedin.com/in/simon-knudsen-032…
 
Stephanie Reeves Millner is Vice President of CX Management at Teleperformance US. She is also a board member of TP Women and she is based in Phoenix, Arizona. One of her key areas of focus is American retail which is an industry that has seen a lot of change in the past 6 months. On the podcast Stephanie talks about retail innovation and how retai…
 
Peter 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/…
 
Something 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://ww…
 
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-254…
 
Kelvin Plomer is director of player experience at Jagex, based in Cambridge in the UK. Jagex is well known for their classic RPG, Runescape, but they have several other games in their portfolio. In this episode Kelvin talks about managing player experience and how this differs from traditional CX. He talks about supporting players and employees men…
 
Are you remote-friendly or remote-first? What's the difference? Trust and transparency to start with. Zoom Happy Hours are not going to make a difference if you don't build a culture that embraces everyone in your distributed team and measure them by output - not hours at the desk. 5CA is almost 100% WFH - all the agents are WAHA. Their B2B sales h…
 
Simon Dillsworth is the Managing Director for Consulting at Ember Group, based in London, UK. Ember Group recently published a research paper on the opportunities around a combination of CX and the gig economy - analysts are already calling this GigCX. On the podcast, Simon explains why GigCX is happening now and the opportunities it creates. https…
 
Merijn te Booij spent the past 4 years as the CMO of Genesys. Since last month he has been the EVP and GM for Employee Engagement. Genesys offers contact centre technology solutions from cloud to chatbots to personalisation with AI. The company is based in California, but has a presence in over 100 countries. In the podcast, Merijn talks about the …
 
Lynda Arsenault is a partner focused on investment attraction at FDI Business Diplomacy, based in Canada. CX, BPO, and Shared Services are all regularly involved in helping regions create jobs and boosting the local economy. How do these regions make their offer more attractive so they can encourage companies to invest there and how has Covid-19 af…
 
Dr Julian Raabe is an expert partner at McKinsey & Co, based in Munich, Germany. He leads the McKinsey customer operations practice for Western Europe. In the podcast, Julian talks about recent McKinsey research in hyper-personalization, omnichannel, innovation, digital transformation, and the 'next normal' for BPO and contact centers. http://mckin…
 
Luuk Houtepen is the BD Director for SThree DACH and Chairman of APSCo Germany - The Association of Professional Staffing Companies. He is based in Munich. SThree is one of the largest global recruitment companies, focused primarily on technology and STEM. Luuk recently told me that the contact center industry has been hiring a lot more technology …
 
4,133 Participants 25 locations 7 countries What do they really think about working from home? Brian Kearney and Ted Nardin are the co-founders of 5th Talent. Their mission is to make work more meaningful, so they asked thousands of contact center workers what they really think about working from home. REPORT: https://bit.ly/wfh5thtalent www.5thtal…
 
Stephen Loynd is the principal analyst at TrendzOwl based in Arlington, Virginia. Last March he was on this podcast and he predicted 18-24 months of business disruption from the Covid-19 pandemic. It looks like he was right, so CX Files caught up with him again to talk about the New Normal. www.trendzowl.com/ www.linkedin.com/in/stephenloynd/…
 
Brian Pritchard is the founder and CEO of LiveXChange Corporation, based in Toronto, Canada. His company offers a virtual contact centre solution - including agents. Brian believes that the New Normal is about more than just working from home - it also demands greater flexibility and new ways of working. The 9-5 in an office is dead. In the podcast…
 
Robin Hoekstra is CEO at Outworx, based in Durban South Africa. Outworx focuses on CX and back office BPO solutions. Most of the coverage by analysts focusing on the 'New Normal' for CX after the Covid-19 pandemic focuses on the US and Europe. In this episode of CX Files we explore the African perspective and how a focus on technologies supporting …
 
Phil Jones is Senior VP for Strategic Business Development at Teleperformance UK and South Africa. He gave CX Files an advance look at a new white paper TP UK is publishing on how the CX industry is responding to the Covid-19 pandemic. It explores innovation, collaboration, and the New Normal. In the podcast Phil talks about the issues covered in t…
 
Graham Brown is the Chief Sales and Marketing Officer at Hinduja Global Solutions, also know as HGS. He is based in the UK. I called Graham to ask him about the New Normal for BPO and CX - how can contact centres function in a world of social distancing? https://www.linkedin.com/in/graham-brown-7433891/ https://www.teamhgs.com/…
 
Kathy Juve is the EVP, Customer Experience Technology & Insights Division, at Concentrix. She is based in Orlando, Florida. Kathy is focused on looking forward to the future of CX - especially looking how customers are behaving, emerging technologies, and digital transformation. In this episode Kathy talks about the rush to digital transformation a…
 
Jerry Leisure is the CEO and founder of Officium Labs, based in Silicon Valley, California. Officium Labs has created a CX Marketplace that blends traditional BPO operators as partners with independent gig workers allowing them to offer a highly flexible CX service that has elements of the gig economy with more traditional CX. Jerry has been closel…
 
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