CX Files

Jim Farnsworth is a legend in the world of CX. Based in Denver, he is EVP and GM at SYKES, heading up their SykesHOME virtual contact centre solution. Jim has been a senior executive at several of the most important global CX specialists and he even built in own company in this business - and sold it. In this interview we focused on contact centres with agents working from home. https://www.linked...

Graham Brown is the Chief Sales and Marketing Officer at Hinduja Global Solutions (HGS), based in London, UK. We talked about how emerging technologies are changing contact centres and even the contracts that brands sign with CX experts. Are we now in a world where brands pay CX experts only for positive outcomes and experiences? https://www.teamhgs.com/ https://www.linkedin.com/in/graham-brown-74...

Traci Freeman is known to everyone in the BPO industry in South Africa. Based in Johannesburg, Traci runs Believe Consulting and advises BPESA. She was previously the Rockefeller Foundation representative for South Africa. We talked about Impact Sourcing and how it can create real jobs and create real help and growth from outsourcing contracts. https://www.linkedin.com/in/tracifreeman/ https://twi...

Yoni Epstein is the founder and chairman of itelbpo, based in Jamaica. In the podcast Yoni talks about automation, AI, bots, and what this all means for the contact centre - and the team working inside contact centres. www.itelbpo.com    

Morris Pentel is Chairman of the CX Foundation, a private global foundation focused on best practice in CX. He talks on this episode about how to redesign Voice Of the Customer (VOC) projects to better capture customer emotions. Morris is based in London. https://www.linkedin.com/in/morrispentel/ https://www.cxfo.org/  

Thomas Reby is a Senior Strategy Manager at Google in Ireland. He is an  internationally experienced CX professional, with proven track record of leading   multi-national teams and business programs in the Service and Commerce industries. In this episode, Thomas and I are talking about the length of customer service interactions - from 2 minutes to 40 years... NOTE: Thomas is speaking on this podc...

Giovanni Tavani is the director of Global Customer Care and Social Media at Royal Canin, based in France. He recently joined Royal Canin and was previously the head of social customer care at Dell - a company he stayed at for 17 years. Royal Canin is one of the leading premium pet brands globally. If you have a dog or cat then you probably know of their food and associated products. They supply fo...

Stephen Loynd is the global program director of the digital transformation practice at Frost & Sullivan and is therefore well known internationally as a leading futurist and CX expert. Stephen is constantly on the road speaking at major conferences and I caught up with him on the phone from his base in Washington DC. We talked about emerging CX technologies and how the contact centre agent role is...

In this edition of the podcast I'm speaking with William Carson from Concentrix. William is based in London and is a CX Growth Hacker, which is an interesting job title and I know from working with William in the past that he has many interesting ideas about CX. Concentrix is an American CX firm, but they deliver services globally from over 125 different locations with over 100,000 employees. In J...

Simon Dillsworth is Executive Business Partner at Praxidia, which is a management consulting firm spun out of CX firm Teleperformance at the start of 2018. Simon has a long track record in both management consulting and CX and the Praxidia team will be speaking at the CX Tech conference in London on October 12th. I will be speaking at the event and my focus is how the CX specialists are charging f...

Matt Sims has spent his entire career focused on designing customer experience. He is now the CEO of Teleperformance UK and South Africa. Teleperformance is possibly the largest CX-focused company in the world with 223,000 employees, located in 76 countries, and revenue just below of $5bn. The Teleperformance UK team will be speaking at the CX Tech event in London on October 12, focused on the hum...

Calum Chace is an expert on artificial intelligence (AI). He graduated from Oxford university after studying philosophy and found that the science fiction books he loved were really just philosophy in fancy dress. Calum has now written several books on AI and is in demand globally as an expert speaker and advisor. He will be speaking at the CX Tech event in London on October 12. https://cxtech.eve...

This episode features Daniel Hulme. Daniel is the CEO of Satalia, a London-based company that provides Artificial Intelligence solutions to solve industries hardest problems. He is also the Director of UCL's Business Analytics MSc, applying Artificial Intelligence to solve business, governmental and social problems. He is a serial speaker for Google and TEDx, and is a faculty member of Singularity...

In this edition of the podcast I'm really pleased to be speaking with one of the most important experts and advisors on customer experience strategy globally - Shep Hyken. Shep is a best selling author, trainer, advisor, speaker and all round expert on CX. He advises several Fortune 100 companies and has been focused on this for over 35 years now. Anyone that has searched LinkedIn or Twitter for i...

Peter Ryan, is the Founder of Ryan Strategic Advisory. He is one of the most respected CX analysts in the world today and is constantly on the road, either advising clients or speaking at conferences. In this interview, Mark Hillary speaks to Peter about CX and automation. How are tools such as AI and RPA affecting CX and how are companies pricing all these new technologies?

In this bonus episode before the season of interviews begins, Mark Hillary asks if the regional trade associations charged with promoting CX and BPO around the world are actually doing their job - or just stuck in the past?

It's CX Files featuring your host, Mark Hillary. This podcast will feature the best thinkers and leaders in Customer Experience (CX) globally. There are no ads, just great content, so subscribe today.