Barry Winkless - Cpl Group - What is The Future Of CX Work?

Steve Mosser - Sensée - Flexible WFM & Total Footprint Optimization: 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,... by CX Files

30 min listen

CX Outsourcers Atlanta - Immediate Feedback From The Conference Floor: 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... by CX Files

10 min listen

Chris Gillen - A Closer Look - CX With AI And Humans Working Together: 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... by CX Files

14 min listen

Alex Muñoz - Hispanic Media Center - The Complexity Of CX For The Hispanic Community In The USA: 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 about the importance of understanding the complex nature of the hispanic... by CX Files

20 min listen

Barry Winkless - Future of Work Institute - Creating Attractive Destinations For Talent: 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... by CX Files

19 min listen

Paula Kennedy Garcia - CX Digital Delivery: 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... --- Paula Kennedy Garcia is... by CX Files

14 min listen

Alex Mead - Total CX - Bahrain For Nearshore And Offshore CX: 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... by CX Files

27 min listen

Nirali Amin - LivePerson - The State Of Customer Conversations And The AI Gap: 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... by CX Files

32 min listen

Chris Hague - yoummday - CCW Berlin Feedback And The Future Of CX: 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... by CX Files

46 min listen

Rod Jones - "75 Not Out" And Looking Back At Half A Century Of CX: 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... by CX Files

34 min listen

Matt Kendall - BPO Bullhorn - A New Newsletter For The BPO & CX Community: 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... by CX Files

40 min listen

Dr Lollie Mancey - UCD Innovation Academy - Resilience And Work/Life Balance In The CX Workplace: 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... by CX Files

36 min listen

Bruce Winder - The Future Opportunities And Challenges For CX In Retail: 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... by CX Files

25 min listen

Vaishali Dialani - Konabos - CX And Data-Driven Analytic Decisions: Vaishali 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... by CX Files

23 min listen

Rob 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... by CX Files

31 min listen

Mike Harfield - Sigma Connected - Developing Great Career Options For CX Teams: Mike Harfield is the COO and Co-Founder at Sigma Connected Group. He is based close to Birmingham in the UK. In this epsiode of CX Files Mark Hillary speaks to Mike about developing careers in CX. He explains how his company has explored impact... by CX Files

28 min listen

BONUS - Sensée Buys The Contact Company ... CX Files talks to both CEOs: On February 5, 2024, British contact centre company The Contact Company (TCC) was put into adminstration. Struggling to recover from a cyber attack in 2022, the previously successful company found itself in the red. On February 7, 2024, the UK media -... by CX Files

15 min listen

Nina Čaprić - NCR Voyix - How BPOs Can Manage Government Relationships: Nina 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... by CX Files

30 min listen

Jo Garland : Remote Employee Engagement In Contact Centers (WFH): Jo Garland is a Senior Account Director at Webhelp. 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... by CX Files

27 min listen

Randy Arellano - DATAMARK - BPO Has Transformed In The 2020s And This Change Favors Mid-Size CX Experts: Randy Arellano is the head of sales and marketing at DATAMARK. He is based in Dallas, Texas. DATAMARK offers contact center and Business Process Outsourcing (BPO) services with delivery centers in the US, India, and Mexico. In this discussion... by CX Files

30 min listen

More Than AI: The Less Obvious CX Predictions For 2024: Every 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... by CX Files

34 min listen

CX Files Year In Review: Mark Hillary and Peter Ryan look back at 2023: It'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... by CX Files

22 min listen

Adrian Swinscoe - Punk CX - Defining A Punk Future For CX: Adrian 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... by CX Files

33 min listen

Southeastern - Managing CX For A Railway And Building A Great CX Partnership: In this discussion, Mark Hillary talks to Christine Heynes, Head of Customer Transformation, and Yvonne Quinn, Head of Customer Relations, at Southeastern Railway in the UK. Southeastern is the public-facing name of SE Trains Ltd - a train operating... by CX Files

34 min listen

Sidharth Mukherjee - Teleperformance - How CX Can Really Use Generative AI: Sidharth 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 th eexplosion in interest in Generative... by CX Files

24 min listen

Andrew McNeile - ThinScale - WFH Security And How Covid Changed BPO Forever: Andrew McNeile is the Chief Customer Officer of ThinScale Technology. He is based in Dublin, Ireland. ThinScale enables remote and hybrid work using bring-your-own-device by ensuring that remote employees can connect securely. The company saw a boom... by CX Files

32 min listen

Sagufta 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... by CX Files

25 min listen

Chris Hague - Yoummday - Is Traditional BPO Dead Or Just Evolving?: Chris Hague is the head of marketing at Yoummday. He is based in Prague in the Czech Republic. Yoummday is based in Germany and offers a platform-based approach to CX that resembles the GigCX we have often talked about on CX Files, but in the... by CX Files

34 min listen

Nerys Corfield - Injection Consulting - What's Going Wrong With Digital CX?: Nerys Corfield is the founder and director of Injection Consulting. She is based in South Wales, close to Newport. Nerys posted on LinkedIn recently about how a retail bank is using digital non-voice customer service channels - it wasn't a compliment.... by CX Files

24 min listen

Dianne McCoubrey - Grypp - The Future For Video In Customer Service Interactions: Dianne McCoubrey is the VP of Sales at Grypp. She is based in Toronto, Canada. Grypp helps customer service agents to get closer to customers by providing an immersive video experience. In this conversation, between Mark Hillary and Dianne, the CX... by CX Files

32 min listen

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Barry Winkless - Cpl Group - What is The Future Of CX Work?

Barry Winkless - Cpl Group - What is The Future Of CX Work?

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