CX Files

Terry Rybolt is the Chief Revenue Officer of GigCX platform LiveXchange - he is based in Boston, MA.  Terry has just published a new book called "Don't Fear The Gig Worker: GigCX And The Employment Reboot" - written with Mark Hillary from this podcast. Peter Ryan talks to Terry about GigCX, the Great Resignation, and how work will look in the 2020s. https://www.linkedin.com/in/terry-rybolt-808361/...

Shira Dodi is the VP of Global Support at  Checkmarx in Israel. In this episode Shira talks about cybersecurity, data protection, and how CX companies can protect important customer data. https://checkmarx.com/ https://www.linkedin.com/in/shira-dodi-0a0819/

Episode 200 of CX Files and we are talking to the person who gave this show it's name, William Carson, Director of Market Engagement at Ascensos in London, UK. William talks about the post-covid Ascensos Local initiative and how to plan for the future of CX more generally. https://www.linkedin.com/in/william-carson-ascensos/ https://www.ascensos.com/  

Scott Broetzmann, President of Customer Care Management and Consulting Scott is based in Virginia, close to Washington DC. His company has been surveying American consumers on anger and rage for almost two decades. In this episode he talks about what causes customer rage and how to handle it - can it be avoided by better CX design? www.linkedin.com/in/scott-broetzmann-6015741 www.customercaremc.co...

Lisa Stoner is the global head of support operations at Uber, based in San Francisco, California. Lisa is also on the General Member Board of Transcom. In this episode Lisa explore some of the challenges of hyper-growth, multiple customer channels, and how to innovate without breaking your day-to-day service to the customer. https://www.linkedin.com/in/lisa-stoner-21529b6/ https://uber.com/ https:...

A look ahead at CX in 2022 with... Lian Rowlands, Director of partnerships at Conversations By Ami Royal Wootton Bassett, UK https://www.meetami.ai/ https://www.linkedin.com/in/lian-rowlands-a26119   Stephen Lloyd Founder and Principal analyst at TrendzOwl Virginia, USA https://www.linkedin.com/in/stephenloynd https://www.trendzowl.com/   Peter Ryan Principal, Ryan Strategic Advisory Montreal, Can...

Happy New Year! Peter Ryan, Principal, Ryan Strategic Advisory (Montreal, Canada) and Mark Hillary, CEO of Carnaby Content (São Paulo, Brazil) explore some of the big picture CX issues for 2022. https://ryanadvisory.com/ https://www.linkedin.com/in/peter-ryan-montreal https://www.carnabysp.com/ https://www.linkedin.com/in/markhillary/

Review of 2021 and a look ahead to 2022 featuring: Alistair Niederer, EMEA Head of TTEC Paul O'Hara, SVP Business Development, Teleperformance EMEA Peter Ryan, Principal Analyst, Ryan Strategic Advisory https://ttec.com/emea/ https://teleperformance.com/ https://ryanadvisory.com/ https://www.linkedin.com/in/aniederer/ https://www.linkedin.com/in/paulohara https://www.linkedin.com/in/peter-ryan-mon...

Cognitive Copy and Ryan Strategic Advisory recently published the 2021 Offshore BPO Confidence Index. This research gauges BPO confidence in 12 global markets. The report authors Matt Kendall and Peter Ryan explain the key takeaways from the research in this episode. https://www.linkedin.com/in/mattjqkendall/ https://www.linkedin.com/in/peter-ryan-montreal/ https://ryanadvisory.com/2021-offshore-b...

Gill Marchbank is CEO and co-founder of ResQ, based in Hull, UK. ResQ is a customer service specialist that was recently named a 3-star company by the Best Companies organisation. This is an accreditation focused on employee feedback and 3-stars means world-class - the only BPO with this accreditation in the UK. In this episode Gill talks about building and maintaining a great employee culture and...

Steve Gush is the head of EXP+ solutions EMEA at Sitel. He is based in Edinburgh, Scotland. EXP+ is the digital solutions division of Sitel so in this episode Steve talks about how digital CX is changing customer interactions, agent support, and why we might all be interacting with brands using the metaverse in future! https://www.linkedin.com/in/steve-gush-92a5033/ https://www.sitel.com/

Ian Jackson is the  CEO at Enshored, based in Los Angeles, California. Enshored is focused on innovative startups - especially e-commerce - but in this episode he talks to Peter Ryan about startup e-commerce and what this can teach the retail and e-commerce giants. https://www.enshored.com/ https://www.linkedin.com/in/ianjackson2/

Hui Wu-Curtis is the COO at SupportU based in Phoenix, AZ. In this episode, she talks to Peter Ryan about CX impact sourcing and how it can be used domestically inside the US as well as internationally. https://www.linkedin.com/in/hui-wu-curtis-b730682/ https://supportu.solutions/  

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/