CX Files

Caskey Ndaba is the Executive Head: Channel And Distribution at Momentum Metropolitan Insurance Africa. Both Caskey and Momentum Metropolitan are based in Johannesburg, South Africa. For this interview Caskey was on the road so Peter Ryan called him in Windhoek, Namibia. Caskey talked about the challenges of building customer relationships in insurance when many customer interactions are difficult...

Audrey William is the Principal Adviser at Ecosystm - she is based in Sydney Australia. In this conversation with Mark Hillary, Audrey talks about how companies can listen to their customers more effectively. This especially applies to collecting and using data more effectively to create insight into what their customers need. https://www.linkedin.com/in/audrey-william-3a4a04/ https://team.ecosyst...

Amy Bennet Roach is the VP Sales and Marketing at Blue Ocean Contact Centers. She is based in Halifax, Nova Scotia, Canada. Amy talked to Peter Ryan about her views on the future for CX at present and in particular how smaller and medium-sized players can offer more agilty and flexibility when working with clients. Is smaller and more focused better? Amy also talks about her own experience as a po...

Peter Klayman is the VP of Strategy at Bottle Rocket Studios. He is based in Denver, Colorado. Bottle Rocket is focused on the design of digital CX with a focus on helping to accelerate growth. In this conversation with Mark Hillary, Peter talks about how to justify investment in CX and how to start thinking of the complete customer journey - extending beyond just customer service and contact cent...

Jeremiah Okello is the founder and owner of Collins Consulting International, a consulting firm focused on CX and BPO outsourcing and based in Nairobi, Kenya. In this interview, Jeremiah talks about the CX market in Kenya and the wider emerging opportunities for CX in Africa with Peter Ryan. https://www.linkedin.com/in/jeremiah-okello-8875689/  

Last week, both Peter and Mark were at the CxO Glasgow conference in Scotland. Peter was one of the event organisers. Mark featured on a panel exploring the future of CX with Stephen Loynd, the founder and principal analyst at TrendzOwl. Once Mark was back home in São Paulo, he called Stephen at his base in Virginia, just outside Washington DC, to talk about the various discussions that took place...

Barry Winkless is the Chief Strategy Officer at Cpl Group and Head of the Future of Work Institute Cpl. He is based in Dublin, Ireland. CPL is a major HR and recruitment company that works across multiple industries - including CX. Barry is always considering the future of work for both employers and employees so in this discussion with both Peter Ryan and Mark Hillary he explores some of his idea...

Shane Jackson is the founder of Knowledge Rhino. He is based in Sarasota, Florida. Shane is focused on data, analytics, and workforce optimization. In this interview he talks to Peter Ryan about the value of workforce management (WFM) and how critical it is for an efficient CX process. https://www.linkedin.com/in/shaneajacksondata/ https://knowledgerhino.com/    

Sadiq Mohammed is the managing director of USMAART. He is based in Manchester in the UK. USMAART provides outsourcing consultancy support to retail, travel, energy and telecoms sector clients such as N Brown, Studio Retail, Music Magpie, Sky, Coast, Comparison Technology Ltd and many others. Peter Ryan talked to Sadiq about how clients can find the right outsourcing partner for customer experience...

Peter Ryan has been talking to Marianne Withers for some time about the special needs of vulnerable customers. Marianne is the founder and CEO of The Verity Centre, a boutique contact centre and BPO in Portsmouth, UK. Marianne is joined in the discussion by Cath Wohlers, LIAISE Manager at England Illegal Money Lending Team, to talk about how comanies can engage with their most vulnerable customers...

Peter's recent article: https://ryanadvisory.com/5-impacts-of-cx-bpo-mega-consolidation/   Peter Ryan leads a discussion on the recent wave of M&A activity in the BPO industry. What does it mean for CX innovation and diversity in the industry? This emergency CX Files features these speakers joining Peter from his base in Montreal, QC, Canada:   Anne Bibb Founder and CEO, Remote Evolution Dallas, T...

Ian Barkin is a well-known expert inside the BPO industry. He is an entreprenuer and investor, has founded 4 companies, has written popular LinkedIn courses on automation, is an external adviser to Bain & Company ... the list could go on. Most recently in the BPO world he was the Chief Strategy and Marketing Officer at SYKES until May 2021. Ian is based in Tampa, Florida. Mark saw Ian recently con...

Who managed the limousine logistics at the Academy Awards in Hollywood, California earlier this year? You might not expect it, but one of the leading customer care and dispatch services for luxury autos is based in Serbia. Marko Torovic is the founder of NSourcing, a specialist BPO focused on limo logistics and trucking. Peter caught up with him during his recent tour of Europe to talk about limos...

It's that time of year again - the 2023 Ryan Strategic Advisory Front Office CX Omnibus Survey is being revealed by Peter live in Poland at exactly the same time as this episode drops - so if you are downloading this on April 20th 2023, then you are one of the first to hear the results! Which are the most favoured offshoring locations around the world for CX and BPO? This is probably the largest a...

Call that a CX strategy? No mate, this is a CX strategy...! Anyone who follows Peter knows that he loves 80s pop culture so we can't avoid a reference to Paul Hogan here because this week CX Files is going down under. Peter talked to Simon Kriss - a CX veteran based in Melbourne - about what's happening in BPO and CX in Australia. https://www.linkedin.com/in/simonkriss/ https://www.auscontact.com....

Johan Steyn is a Human-Centered Artificial Intelligence advocate and thought leader. He was recognised by Swiss Cognitive as one of the top 50 global voices on AI. He is a Research Fellow at the School of Data Science and Computational Thinking at Stellenbosch University and an Adjunct Professor at the School of Business at Woxsen University. Johan is based in Johannesburg, South Africa. Mark Hill...

Kirk Laughlin is the Founder and Chief Analyst at Nearshore Americas. He is based in Connecticut in the US. Nearshore Americas is the definitive authority on knowledge service exports across the Caribbean and North, Central and South America.  Kirk recently hosted the CrossConnect Forum in London. This event was focused on introducing many Caribbean destinations to a British and European audience....

Chandni Bhatt is the Senior UK Manager for Member Happiness at Beauty Pie. She is based close to London in the UK. Beauty Pie is a member and subscription-based service offering cosmetics and beauty products to customers in the UK and US. In this discussion with Peter Ryan, Chandni talks about how D2C customer realtionships work and how to deliver great service within a member-based organisation....

Matt Sims is the President EMEA at Alorica. He is based in the UK. Headquartered in the US, Alorica has recently been leaning into Europe so Mark Hillary called Matt to explore the differences between the European and American CX markets and how economic uncertainty may affect CX and BPO strategies. https://www.linkedin.com/in/matthew-sims-7892542/ https://www.alorica.com/  

Stuart Knight is a technology executive with over 25 years experience leading multiple organizations in CIO and CTO roles. He is on the Leadership Team at flōswitch and he is based in Cardiff, Wales. In this conversation with Peter Ryan, Stuart talks about the issues of technology redundancy and how BPOs need to address these issues if they want to optimize costs. With a possible recession looming...

Nathan Muniz is the founder of 247SECRETARY.COM. He is based in Ocala, Florida. 247SECRETARY.COM is a BPO that works with agents in the Philippines. Nathan has worked hard to specifically make his team a valued part of the local community in a great example of impact sourcing in one of the most popular destinations for offshore CX. In this interview, Nathan talks to Peter Ryan about how he started...

Marianne Rutz is the founder of Rutz Consulting. She has a long track record of advising BPO and customer service operations and she also hosts the popular Operational Excellence Podcast. She is based in Scotland. Peter Ryan heard an episode of Operational Excellence focused on the topic 'Where is your CX going wrong?' The episode focused on why companies keep making the same mistakes so he called...

Imagine if you were defined by the worst mistake you made for the rest of your life And  denied of opportunity , growth and personal success at every turn. That's how it is today for more than 200,000 incarcerated women in the United States. They, like all of us, made a mistake. Only their lapse in judgment came with a different consequence. Televerde has a unique business model. They create oppor...

Alistair Niederer is well known as a leader in the CX industry. He has led several major companies and was heading the Davies Group customer experience consulting business when the pandemic arrived in 2020 - leading to many months stuck in lockdown in a Toronto apartment.  Now back in his London base, Alistair is a non-executive director of Blackout Technologies, focused on WFH security. In this e...

John Sills is MD at The Foundation, based in London. The Foundation is a management consultancy focused on growth, but in this episode of CX Files Mark Hillary talked to him about his new book 'The Human Experience.' Published by Bloomsbury the book is out TODAY so this is a CX Files exclusive - probably the first media interview post publication of the book. The Human Experience is focused on CX...