CX Files

Paige Webster is the Founder and CEO of Webster Global Site Selectors. He is based in Phoenix, Arizona. Paige is focused on site selection and economic development and he has advised companies seeking to invest in new regions all over the world. In this epsiode Paige talks to Peter Ryan about the complexity of site selection and how companies decide where to locate their offices and infrastructure...

Justin Custer is the Founder and CEO of ChatLingual. He is based in Boulder, Colorado. This CX Files episode delves into how digital chat is revolutionizing the way businesses interact with their customers; thus transforming the customer experience. Mark Hillary and guest Justin Custer discuss the benefits of digital chat for customers (and employees), including convenience, speed, and personalize...

Stephanie Todd is based in Minneapolis, Minnesota. She is the founder and CEO of advisory firm Soul CX and has a history managing travel and airline customer service processes. After his own travel nightmares over the holiday season, Peter Ryan called Stephanie to ask about the problems airlines are facing at present. How do they recover from the pandemic disruption and rebuild customer loyalty -...

Mark Walton spent the past couple of years as CEO of specialist work-from-home BPO company Sensée. He stood down in May 2022 and then launched Cloudbase Partners with the Flex@Home Workspace Health & Safety audit app as the intial product. This app helps companies to audit their WFH environment to ensure the business knows their employees are working in a safe enviroment and their wellbeing is bei...

It's the end of 2022. In the last few days of the year you may be away from the office taking it easy, so why not catch up with this final CX Files for 2022? Peter Ryan talked to a group of CX experts and analysts to learn about their observations on 2022 and ideas for what to watch in 2023. The panel included: Rod Jones (Johannesburg, South Africa) Owner, Rod Jones Contact Centre Consulting https...

There is no guest this week because your hosts Mark Hillary and Peter Ryan decided to talk about their own CX highlights from 2022 as well as their favourite interviews from the CX Files this year. CX Files delivers 52 episodes every single year. It's like Bob Dylan's "never ending tour." We deliver a new episode every week and in this special Christmas 2022 edition we look back at the year... htt...

CX Files is not the only CX podcast out there! You probably know that already, but in this episode we have invited other CX podcasting peers to join us in taking a look back at the highlights of 2022 and forward into the expected CX trends coming in 2023... Peter Ryan leads the discussion and this episode features: Wiktor Doktór (Warsaw, Poland) CEO of Pro Progressio  https://www.linkedin.com/in/w...

Steve Mosser is the Group CEO and Head of Innovation at Sensée. He is based in London, UK. Sensée is a homeworking specialist. They design customer service and CX solutions using 100% WFH teams - and have done so for around two decades. When the pandemic arrived Sensée already had all their people at home anyway - they started advising clients on how to manage the crisis. In this interview, Steve...

Everyone is familiar with South Africa as a CX destination. Maybe you have also worked with Egypt and a few others too, but Martin Roe, the CEO of CCI Global, is on a mission to build far greater customer service capabilities in many other African nations. Martin is a Brit based in Dubai and Peter Ryan called him to talk about the development of many emerging CX destinations in Africa. https://www...

Roger Beadle is the founder and CEO of Limitless. Roger is based in London, UK. Peter Ryan caught up with Roger to talk about GigCX and how it offers the opportunity to do more than just change how customer service agents are paid - hiring agents that love the brands they support is just one example. Flexible CX is about far more than just WFH. https://www.linkedin.com/in/roger-beadle-96048410/ ht...

Chris Gillen is the CEO of A Closer Look. He is based near to Atlanta, GA. A Closer Look is focused on CX market research and explores most of the major industry verticals. In this discussion with Peter Ryan he talks about research A Closer Look has carried out on the travel industry - focusing on the forthcoming holiday season and trends to watch for in 2023. https://www.linkedin.com/in/chrisgill...

Jonathan Steiman is the CEO and founder of Peak Support. He is based in Cambridge, Massachusetts. Jonathan worked as an analyst with Peter in the past, but since then he has created his own CX company. In this conversation he talks to Peter about BPO and how he went from analyst to CEO in the BPO environment... https://www.linkedin.com/in/jonathan-steiman-4712402/ https://peaksupport.io/

Jonas Berggren is the head of business development for Transcom - focused on leading the northern European division (baltics and nordics). He recently published a long article on LinkedIn (link below) exploring the values of GigCX, but Jonas went beyond just arguing for GigCX, he was exploring flexible work and what it means for the future of CX and BPO. Mark Hillary called him at his base in Swed...

Barry Matthews is the CEO of Open Assembly. He is based just outside Oxford, in the UK.  Open Assembly co-creates the future of work with organizations, platforms, and people by providing content, community, and strategic advising services. They glean key insights from Harvard Business School faculty and researchers and the Laboratory for Innovation Sciences at Harvard (LISH), to inform and inspir...

Leigh Hopwood is CEO of the Call Centre Management Association - based in London, UK. Leigh recently published an article in a special report on the future of CX published by Intelligent Sourcing - the article was focused on the development of learning and training in CX. Mark Hillary called Leigh to talk more about learning in CX and how to create genuine career opportunities for people who work...

David Powers is the Chief Experience Officer at Rooter Hero. He is based in Los Angeles, CA. David has written extensively on CX, including a book called 'The Blue Collar Call Center' and hosts his own podcast called 'Caffeinated CX.'  David manages CX for Rooter Hero - a plumbing company that is expanding across the western US. When David's team get a call it is usually from a customer that has a...

Rick A. Collins is a SVP at Marsh USA. He is based in New York City and his focus is consultative analysis and implementation of creative and novel ideas for risk management. Peter Ryan met Rick at a recent conference focused on fraud and so they recorded a conversation about fraud and risk management and how this is an important focus for any manager planning a CX strategy. https://www.linkedin.c...

Stephen Loynd is an old friend of CX Files. Both Mark and Peter have know him for many years. He is the founder of TrendzOwl, based in Arlington, VA, and is well known as a speaker and deep thinker on the future of CX. Before running his own advisory firm, Stephen was a senior analyst at Frost & Sullivan, focused on CX. Stephen was speaking about the future of customer channels at the recent CX Ou...

Ben Jones is the Group CCO at Sigma Connected Group. He is based in Birmingham in the UK. Ben attended the CX Outsourcers event in Las Vegas last week and in this interview he talks about some of the key takeaways from the conference with Peter Ryan. https://www.linkedin.com/in/ben-jones-1667641b/ https://www.sigmaconnected.com/

Ricardo Pedroza is the USA Executive Director of PROCOLOMBIA - the government agency focused on developing business, foreign investment, and tourism for Colombia. With a recent change of government, many in the BPO industry have been talking about how Colombia can continue the CX success of recent years. Listen to Ricardo explain the Colombian experience and their strategy for the future with Pete...

Peter Ryan called on Sean Goforth and Lynda Arsenault to give their feedback on a visit by a group of international BPO influencers and advisers to Georgia this week. In this call, Lynda and Sean are on the ground in Georgia giving their immediate feedback on the visit, hosted by Enterprise Georgia. Sean Goforth is the research director at Ryan Strategic Advisory. He is based in Mexico City, Mexic...

Victor Pereda is the CEO of Nearsol. He is based in Irvine, CA. Victor and Nearsol have advised many startups on how to manage the transition from in-house CX to working with a partner to cope with the hypergrowth that happens when a new service takes off. In this episode he talks about some of this experience with startups and how small fast-growing companies can handle a sudden explosion in cust...

Indu Badlani is the CEO at business process management experts Project Space and co-founder of StaffingExpert - a recruitment company focused on BPO and contact centers. She is based in Manila, Philippines. Indu talked to Peter Ryan about how BPO and CX recruitment is changing, how CX careers are developing, and how the industry looks post-pandemic. What are the most common staffing challenges in...

Simon Yoxon-Grant is the CEO of TLScontact. He is based in the UK. TLS is focused on providing visa and consular services so if you have had to travel since the pandemic - and you needed to apply for a visa for your destination - then it's possible TLS processed it. With this detailed inside knowledge of who is traveling and where, Simon gives his views on how the travel industry coped with the pa...

Claas van Delden is the Chief Growth Officer of Yoummday. He is based in Munich, Germany. Yoummday is a highly flexible work-from-home CX specialist that has recently purchased Icon, the Prague-based BPO. In this episode, Peter Ryan asks Claas about flexible BPO in Europe and what the acquisition means for Yoummday and Icon. https://www.linkedin.com/in/claas-van-delden-b7b3b2/ https://www.yoummday...