CX Files

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...

Michele Rowan is president of the WFH Alliance, an industry forum that organizes workshops, events and toolkits all focused on helping companies implement WFH programs. Michele is based in Dallas, Texas. Michele has a background leading the customer contact team at Hilton Hotels and overseeing their own move into WFH agents. In this episode we look beyond the pandemic to a business world where WFH...

Jeff Pappas is the EVP of Site Selection and Brokerage at ESRP, based in Dallas, Texas. Jeff has two decades experience helping companies select the best site for their business - including contact centers and BPO operations. In this episode Jeff talks about the process involved in deciding where to locate a contact center and what might change in the post-pandemic era. https://www.linkedin.com/in...

Annelien Marcus is director and recruitment manager at Clarion People, based in London. In this episode she talks about the changing nature of CX recruitment and the skills needed to be a  modern CX professional. https://www.linkedin.com/in/annelienmarcus/ https://www.clarion-people.co.uk/

Miya Knights is the Director and publisher of Retail Technology, possibly the first dedicated retail technology trade journal in the UK. She is based in Brighton, in the UK. Miya is also the  global content strategist for Poq, a platform that enables retailers to build apps extremely quickly and she has written several books about the retail industry including one on omnichannel and one focused en...

Mark Hillary, from CX Files, published a new book this week (WFH: Securing The Future For Your Organization) co-authored with Andrew McNeile, the CCO of Thinscale Technology in Dublin, Ireland. Shelli Ryan, founder and CEO of Adhoc Communications in Las Vegas, Nevada, contributed the foreword. In this CX Files Mark talks to Andrew and Shelli about the book and WFH in the post-pandemic environment....

Alistair Niederer is the EMEA head of TTEC. He is based in London in the UK. Alistair has published several articles recently suggested that we need to redefine CX outsourcing - even dropping the term outsourcing. His argument is that CX requires orchestration, not outsourcing. CX suppliers should be genuine business partners. In this episode of CX Files, Alistair takes some time to explain CX orc...

ATAC is a Canadian based virtual service BPO. They have been a Canadian trailblazer since 2011 and have always focused on work-from-home (WFH) agents. Tugs Smith is the co-founder of ATAC and in this episode of CX Files she talks about WFH both pre and post-pandemic and how ATAC quickly developed a certification program to improve the WFH recruitment process https://www.linkedin.com/in/tugreofia-s...

It's that time of the year again! Ryan Strategic Advisory asks hundreds of CX decision-makers every year to talk about their most favored locations for BPO and other trends affecting the marketplace. In this episode of CX Files, Peter talks about the top 5 global locations for BPO based on his research in 2021. The Front Office BPO Omnibus Survey 2021 is being released live at exactly the same tim...

Simon Dillsworth is the UK Managing Director of Davies Consulting (Davies Group acquired Ember Group - you may have heard Simon a year ago on this podcast when he was with Ember). In this episode, Simon talks about Intelligent Automation (IA) and Digital Transformation - especially in the post-Covid era. What is IA and how can it be used to improve customer loyalty? https://www.linkedin.com/in/sim...

Chris Gillen is the CEO of A Closer Look, based in Atlanta, Georgia. A Closer Look focuses on data and human intelligence and in this episode of the podcast Chris explores the effect of the Covid-19 pandemic on customer experience and behavior in travel and leisure. What is the pre and post pandemic view on travel and leisure and how can you get closer to customers? https://www.linkedin.com/in/chr...

Rob van Herpen is the Regional Vice President for North America at 5CA. He is based in North California. 5CA has a two-decade history of work-from-home (WFH) CX and Rob was here on CX Files a year ago helping companies quickly move to WFH in the early stages of the pandemic. Now he is back and talking more strategically about how WFH will evolve, embracing hiring from anywhere and 'fans of brands....

The CX rules have been rewritten by the Covid-19 pandemic. That's the conventional wisdom, as analysts talk about the New Normal... but Rick Denton, the Managing Principal of EX4CX says we should not forget what has not been changed by Covid. Rick is based in Dallas, Texas, and on this episode of CX Files he talks about what we need to focus on to build a post-pandemic CX strategy. https://www.lin...