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PODCAST

CX Files

Mark Hillary and Peter Ryan

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.

business management

All Episodes

21:45

EXTRA SHOW: How Does the UK 2024 Budget Impact BPO...

CX Files ·

2024/11/04

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

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31:00

Tanya Scotece - Miami Dade College - A Focus On Care...

CX Files ·

2024/10/31

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

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13:10

Mark Hillary - The Social Sales Playbook - How B2B...

CX Files ·

2024/10/24

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

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27:30

Neal Topf - Callzilla - Clients Want To Understand...

CX Files ·

2024/10/17

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

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12:50

Peter Ryan - When will we see Philippines BPO 2.0?

CX Files ·

2024/10/10

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/

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24:51

Isobel Rogers & Karen Howard - The Launch Of The CX...

CX Files ·

2024/10/03

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. --- https://www.linkedin.com/in/cxisobelrogers/

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24:29

Graham Brown - Alorica - Using AI To Offer CX In Any...

CX Files ·

2024/09/26

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

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36:31

Stephen Loynd & Chris Gillen - How AI Has Redefined CX

CX Files ·

2024/09/19

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

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28:55

Michael Clark - CXTT Consulting - The Tech That Makes...

CX Files ·

2024/09/12

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

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29:54

Martin Anderson 🍋 - Lemon Contact Centre -...

CX Files ·

2024/08/15

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/

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26:07

Jonas Berggren - Transcom - AI & Transforming...

CX Files ·

2024/08/08

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

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38:57

Leo Lopez - Calltastic - The Top 5 Mistakes Startups...

CX Files ·

2024/08/01

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.

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22:25

Alistair Niederer - FormIGA - IAOP & GSA join forces...

CX Files ·

2024/07/25

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/

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28:09

Stephen Peattie & Dan Castilla - Assessing BPO & CX...

CX Files ·

2024/07/18

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

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26:35

Leigh Hopwood - CCMA - CX From The Buyer's Perspective

CX Files ·

2024/07/11

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/

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26:46

Sandra Busby - Cnect Wales - 'Welcome to Wrexham'...

CX Files ·

2024/07/04

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

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23:50

Alexandra da Silva Rodrigues - Generator & Freehand...

CX Files ·

2024/06/27

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/

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23:09

Andreas Helland - Atender Group- Delivering Nordics...

CX Files ·

2024/06/20

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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43:00

Stephen Loynd - TrendzOwl - AI And Innovation In The USA

CX Files ·

2024/06/13

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

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22:30

Erin Broecker - Teleperformance - Using Content To...

CX Files ·

2024/06/06

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

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105 results

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