CX Files

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.com/ http://j.mp/gigcx  

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 these types of organization and the differences in CX...

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/ https://www.linkedin.com/in/scott-newman-01381021...

Ahmed Refky is CEO of Raya Contact Center, based in Cairo, Egypt. In this edition we look at CX in Egypt and how the region has recovered from the Egyptian Revolution almost a decade ago. https://www.linkedin.com/in/ahmedrefky/ https://rayacc.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.thinscale.com

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/ https://knowmax.ai/

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-82519114/ https://www.frost.com/

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 https://www.linkedin.com/in/jason-heil-56988616/ https...

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.com/ https://www.linkedin.com/in/don-berryman/...

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 changes we might expect in retail as we enter t...

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-03229428/ https://www.xzakt.com/ https://www.transcom...

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 retail brands can get closer to their customers in a po...

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/in/peter-ryan-montreal/

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://www.carnabysp.com/

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-2545322/ https://madano.com/ Andrew Wrobel Founding p...

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 mental health and the post-Covid WFH experience.  Gam...

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 head Marcel Stroop talks to CX Files about how you...

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://www.linkedin.com/in/simon-dillsworth-sd/ 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 evolution of WFH, the tech needed to get it right,...

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 affected investment flows? Dubai DAFZA Webinar: http...

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://mckinsey.com www.linkedin.com/in/dr-julian-raabe

The CX Files episode for July 10 with Dr Julian Raabe of McKinsey will appear in your podcast app on Monday July 13. Sorry for the delay, but it will be with you soon! www.mckinsey.com www.linkedin.com/in/dr-julian-raabe

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 specialists - so in this edition of CX FIles I ask...

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.5thtalent.com www.linkedin.com/in/briankearney-meaningfu...