CX Files

Tariq Alinur is the founder and CEO of Brayn CX, based in Miami. We have all become more used to using Teams and Zoom for work during Covid, but are customers now demanding video chat for service? Tariq believes there is an increasing demand... he discusses video chat for CX with Peter Ryan. https://www.linkedin.com/in/tariqalinur/ https://brayncx.com/

Tamar Ravelli Is an international recruitment consultant at Talingual, based in Belfast, Northern Ireland. Tamar is focused on multilingual recruitment in Europe so she is the ideal person to give an update on how BPO recruitment is recovering after the pandemic. http://www.talingual.com/ https://www.linkedin.com/in/tamar-ravelli-a384482/

Hailey Corr is a senior marketing manager at Vistio. She is based in Puerta Vallarta in Mexico. Vistio's software helps agents inside contact centers deliver a better customer experience by guiding them automatically to the information the customer needs.  This is real-time automation and in this episode Hailey talks about how automation can be used to dramatically improve CX - where does it work...

Steve Soechtig is the Global CEO of Ogilvy Experience. He is based in Denver, Colorado. Steve is focused on the entire customer journey and how brands can create a fantastic customer experience so in this episode he talks about how to build better, longer-lasting customer relationships with a focus on CX. https://www.linkedin.com/in/ssoechtig/ https://www.ogilvy.com/

Professor Moira Clark is a Professor of Strategic Marketing at Henley Business School in the UK. She is also the founder and director of the Henley Centre for Customer Management.  In this episode Professor Clark explores the need to build back better post-pandemic CX and also the total lifetime value of customers. https://www.henley.ac.uk/people/professor-moira-clark https://www.henley.ac.uk/

Tijana Dmitrovic is the CEO of Contact Service based in Belgrade, Serbia. She started out in the industry as an agent and is now in the c-suite so how can more CX focused organizations offer a stronger career path to their employees? Tijana talks to Peter Ryan about her own experience and how Contact Service aims to help people build long-term CX careers. https://www.linkedin.com/in/tdmitrovic/ ht...

Darren Arnold and George Todd are the founders of Intersect-HP in South Africa. Their mission is to create genuine employee engagement for customer service teams. Why do so many companies say they value their team yet fail to really engage them? https://www.linkedin.com/in/darrenarnold-intersect-hp/ https://www.linkedin.com/in/georgectodd/ https://intersect-hp.com/

Jo Causon is the CEO of the Institute of Customer Service - she is based in London in the UK. The ICS is the UKs independent professional customer service body. They offer professional qualifications along with research, advice, and they regularly lobby the government and media to ensure the importance of customer service is better understood. In this episode Jo talks about building back with bett...

Mark Trimble is a Senior Account Executive at Powerland based in Saskatoon, Canada. Powerland is an IT services provider focused on cloud-based services and they have extensive experience working with BPO and CX clients. In the podcast Mark talks about how the cloud and SaaS model is changing CX. https://www.linkedin.com/in/mark-trimble-3414441/ https://powerland.ca/

Vidya Ravichandran is President of Glowtouch Technologies, based in Louisville, Kentucky, US. GlowTouch is a strategic outsourcing partner, providing personalized contact center, business processing, and technology outsourcing solutions. In this episode, Vidya talks about the importance of Diversity and Inclusion in the CX industry. Why should CX companies pay attention to diversity and is more in...

Greg Murphy is the EVP North America of Instanda, he is based in Minnesota. The company provides SaaS cloud-based insurance policy admin services to insurance companies - allowing them to rapidly trial or launch new services.  In this episode Greg talks about how insurance is changing and the renewed focus on insurance CX. https://instanda.com/ https://www.linkedin.com/in/gregmurphy24/  

Gareth Richards is the co-founder and CEO of Help With My Visa!  In this edition of the podcast, Gareth explains what travelers are looking for when applying for visas, how agencies supplying these documents can prove their own CX, and what the post-vaccine environment will mean for travel-focused firms like his own.  https://www.linkedin.com/in/garethrichards0103/ https://helpwithmyvisa.com/

An electric vehicle (EV) is plugged into the ChargePoint network every 2 seconds, but is the charging infrastructure for EVs being upgraded fast enough for drivers? The UK will ban petrol and diesel vehicle sales from 2030 and many countries have similar deadlines so what will the future driving experience be like? Tanya Sinclair is the UK and Ireland policy director of ChargePoint - Tanya is base...

Tom Doran is the  Head of Remote Working at health insurance company Bupa. He is based in Manchester. Bupa was founded in the UK in 1947, but has been expanding overseas since the 1970s and is now a global company with over 31 million customers. Tom was managing WFH CX long before the pandemic and had to help the rest of the company move home in March 2020 so in the podcast he talks abut WFH strat...

Sure is a Guernsey-based telecoms firm with a 125-year heritage. Charlotte Dunsterville is the Chief Consumer Officer and therefore leads all consumer engagement - including sales and customer service. Sure has a focus on telecoms for islands - from the Channel Islands down to the South Atlantic. In the podcast, Charlotte talks about managing B2B and B2C processes together and how to blend sales t...

Mark Walton is the  CEO, of Sensée. He is based in Shrewsbury in the UK. Sensée is one of the leading work-from-home customer service specialists in Europe with 17 years experience of managing WFH customer service solutions. In the podcast, Mark looks to the future and the lessons Sensée learned long before the pandemic. https://www.linkedin.com/in/mark-walton-0627a74/ https://www.sensee.co.uk/ind...

Richard Farrand is a senior director at Conduent, based in Kuala Lumpur, Malaysia. He is responsible for the APAC CX business and globally for resource planning. Richard was previously the Global COO for Bank of America IT and BPO systems and before that he was leading IT and BPO inside HSBC. In the interview we talked about how CX is transforming companies and how better design thinking can lead...

Special Edition of the CX Files focused on the recent violence in South Africa. What will it mean for BPO and continued confidence in South Africa?   Peter Ryan Principal at Ryan Strategic Advisory https://www.linkedin.com/in/peter-ryan-montreal/   Mark Essey CEO, Capability BPO https://www.linkedin.com/in/markessey/   Stephen Loynd Founder and Principal at TrendzOwl https://www.linkedin.com/in/st...

Huw Davies is the co-founder and Chief Commercial Officer at Ozone API - Ozone helps banks to plug into Open Banking standards. Huw is on the board of advisers of the Emerging Payments Association and was previously the Ecosystem Development Director at Open Banking - the implementation entity created by the UK government to define and build Open Banking. https://ozoneapi.com/ https://www.linkedin...

Numrah Irfan is the VP of Client Success at WatServ. She is based in Toronto, Canada. WatServ is a specialist in advising and implementing cloud computing systems. In this episode, Numrah talks about how companies can use cloud strategies to ensure they always have enough storage and access to computing power. It's a chance to build back better after the pandemic. https://www.linkedin.com/in/numra...

Lian Rowlands is the director of partnerships at Conversations by Ami. She is based near Swindon in the UK. Ami is a chatbot that has helped millions of customers, but chatbots have a bad reputation. How can it be improved? https://www.linkedin.com/in/lian-rowlands-a26119/ https://www.meetami.ai/

GigCX Discussion In this episode of CX Files we talk to a leading management consultant, a provider of a GigCX platform, and a user of GigCX to ask what is GigCX and why is it taking off in 2021? http://j.mp/gigcx GUESTS ON THIS EPISODE: Vinay Gupta, Senior Expert, McKinsey & Company https://www.mckinsey.com/ https://www.linkedin.com/in/vinay-gupta-b3028a16/ Terry Rybolt, Chief Revenue Officer, Li...

What is Contact Center Implementation? How do you create a new contact center in 2021? How do captive centers or BPOs enter into new locations and build a contact center? Victor Pereda is CEO of Nearsol, based in Irvine, CA. Nearsol is a BPO, but also has a background in real estate and still advises on how how to build the ideal contact center. https://www.linkedin.com/in/victor-pereda-56068117/...

Alex Mead has a long track record in CX director roles in various brands. He is presently based in Bahrain and is the  Executive Director of Customer Service Experience for a new Middle East startup that is still in stealth mode - brand to be revealed in a few months. Alex has been vocal about the sheer number of lists of top 50 or top 100 CX gurus so the CX Files contacted him to find out if ther...

Helen Hickin is the founder and CEO of ICON Communication Centres, based in Prague in the Czech Republic. ICON is focused on CX, inside sales, and account management for B2B brands. Most of the time when we focus on CX strategy we tend to focus on B2C - the end consumers - but B2B remains critically important and has also changed with the pandemic. In this edition, Peter Ryan talks to Helen about...