CX Files

Cheryl Paarwater is Managing Director at Enerlytics & Call Lab BPO. She is based in Cape Town, South Africa. In this conversation with Peter Ryan, Cheryl talks about the ongoing entrepreneurial nature of BPO and how CX is supporting career development in South Africa. https://www.linkedin.com/in/cheryl-paarwater/ https://call-lab.com/  

Andrew Hall is the Chief Commerical Officer at Quantanite. He is based in Milton Keynes, in the UK. In this interview he talks to Mark Hillary about some of the challenges and opportunities associated with content moderation and how many companies may now be taking a fresh look at offshore outsourcing to locations such as South Africa in the post-Covid business environment... https://quantanite.co...

Tony Won has a long career as a leading player support specialist in the gaming industry. Previously he was the head of player support at Riot Games and Epic Games - responsible for supporting titles such as Fortnite. He is usually based in Austin, Texas, but joined the CX Files from sabbbatical leave in South Korea. Tony has argued on LinkedIn that player support is a different process to traditi...

Hemant Puthli is MD and Partner at Neo Group. He is based in Mumbai, India. Neo Group recently conducted a detailed study of business service and IT companies to determine which are really adopting a robust ESG strategy and which are just "greenwashing" their credentials. In this interview Hemant talks in detail about why ESG matters and how they conducted their research... https://www.linkedin.co...

Bill Colton is the CEO at Global Telesourcing. He is based in Arlington, VA, USA. In this conversation with Peter Ryan, Bill talks about how celebrities can boost BPO brands and help specifically with attracting new talent. Could the right celebrity boost your hiring plans? https://www.linkedin.com/in/billcolton/ https://globaltelesourcing.com/

Colson Hillier is the CMO of Alorica. He is based in New Jersey in the US. Mark called Colson for this interview because the most recent Gartner Magic Quadrant mentioned several examples of post-pandemic innovation and resilience being adopted by Alorica - such as virtual contact centers, GigCX, and permanently embracing WFH... in the conversation Colson talks about balancing resilience, innovatio...

Stefan Freyer is the Managing Director of Orphoz (a McKinsey company supporting cross-industry transformation and project management) - he is based in Berlin, Germany. Stefan recently talked to Mark about the disconnect between grand visions of CX and the reality on the ground when implementing a project - so Mark called him back to record Stefan's ideas on this implementation gap for the CX Files...

Natasha Rantanshi-Stein is the founder at Surfboard - a service that has reinvented workforce management (WFM) by turning it into team planning. Surfboard is focused on team planning for CX and this is a fast-moving area, especially since the pandemic created a sudden wave of flexible and home-based workers. Listen to Peter Ryan talking to Natasha about the evolution of WFM on this episode of CX F...

Sara Sloman is the Director of Future Fleet at Paythru. Sara is based in the UK. Sara's role is to imagine the future of the Electric Vehicle (EV) market - in particular for fleet users. She is focused on designing infrastructure, software, and payment systems that can make life easier for EV users - especially when out on the road and requiring a public charging station. In this episode, Peter Ry...

Annelien Marcus is a Recruitment Manager at Clarion People, based just outside of London in the UK... her focus is contact centre and CX recruitment so Peter Ryan called to ask about the latest recruitment trends and how the post-Covid recovery is shaping up. https://www.linkedin.com/in/annelienmarcus/ https://www.clarion-people.co.uk/

Cathy Jooste is the CCO and US Nearshore director at Atento. She is based in Florida in the US. Nearshoring is a strategy that is changing fast, especially because of the Covid experience where long distance travel became extremely difficult. Cathy talks to Peter Ryan about interesting new locations and how nearshoring is evolving. https://atento.com/ https://www.linkedin.com/in/cathrine-jooste-a2...

Daniel Hay is the CX and Digital Transformation Leader at Dow (Latam). He is based in São Paulo, Brazil. With a 125-year history, Dow is one of the largest chemical producers in the world with products that include plastics, chemicals, and agricultural products - it's an enormous global B2B operation and Daniel explains how they have learned from B2C approaches to CX and how B2B is slightly differ...

Faye Joubert is VP of Service Delivery at iSON Xperiences. She is based in Johannesburg, South Africa. Faye talked to Peter about the importance of CX and BPO partnerships, especially in the post-pandemic business environment where so many industries are coping with a rapid wave of change. https://www.linkedin.com/in/fayevaldajoubert https://isonxperiences.com/

Nadia Pace is a board advisor and executive mentor - she holds non-executive positions on several corporate boards. She is based in Malta. As a former CEO and with extensive CX experience, Nadia often advises on how to create success in the CX environment so Peter called to ask for her top advice. https://www.linkedin.com/in/nadia-pace-13513618/ https://nadia-pace.com/  

Steven Van Belleghem is an author and keynote speaker with a strong focus on CX. Based in Belgium, Steven has now written four books focused on CX and has spoken at around 1,000 events in over 40 countries. In this episode of CX Files, Steven talks to Mark Hillary about the ideas contained in his most recent book and how customer loyalty will evolve in future. https://www.linkedin.com/in/stevenvan...

Paul O'Hara is EVP of Business Development at Teleperformance EMEA. He is based in the Newcastle area of the UK. Paul is on a mission to demonstrate the true value of great CX partnerships. Good CX can create value AND revenue and should not be seen as a cost to a business - if you design CX effectively then it can not only lead to happy customers, it can create more profit! Paul talked to Mark Hi...

Wiktor Doktór is the founder and CEO of Pro Progressio, he is based in Warsaw, Poland. Pro Progressio supports the BPO and CX industry in Poland with research, advisory work, and events. Peter talked to Wiktor during a recent Pro Progressio event in Gdańsk about the CEE region and opportunities in Poland. https://www.linkedin.com/in/wiktordoktor/ https://klub.proprogressio.pl/pl

The Ryan Strategic Advisory Front Office BPO Omnibus Survey for 2022 is now published! In this edition of CX Files, Peter talks about the results - focusing on the top 5 countries globally - with a panel of leading global BPO and CX experts... the guests on this episode are: Peter Ryan https://www.linkedin.com/in/peter-ryan-montreal/ Sean Goforth https://www.linkedin.com/in/sean-goforth-9a4725b2/...

Jacqui Turner is the founder of Turner Corner Learning Solutions, based in the UK. She specialises in customer service and team leader coaching. Peter called Jacqui to explore the role of coaching and the evolving role of the agent inside customer service solutions. Jacqui started a regular LinkedIn post called the 'Customer Service Dancing Queen' where she dances to music and talks about customer...

Ivan Kotzev is a research analyst at NelsonHall - he is focused on CX transformation. In this episode, Ivan looks to the future. How is CX transforming in the post-pandemic environment and which technologies and innovations should you be watching out for? https://www.linkedin.com/in/ivankotzev/ https://research.nelson-hall.com/  

Mike Pipicello is the VP of Client Services for GlobalStep. He is based in Montreal, Quebec, Canada. GlobalStep is focused on gaming and digital services so in this edition we are focused on games and player experience - is this hi-tech sector ahead of other industries for CX design? https://www.linkedin.com/in/mikepipicello/ https://www.globalstep.com/

Robin Harrison is the  Group Chief Marketing Officer at Webhelp. He is based in the UK. Robin has some strong views on the post-pandemic return to normal. Both employees and customers have changed, so CX strategies also need to evolve. This is a view that CX Files endorses - as can be clearly heard in the introduction with Mark and Peter. Research undertaken by Webhelp with Frost & Sullivan has sh...

It's International Women's Day this week so Peter talked to two inspirational female CX leaders... and name-checked many others that we have also featured on the CX Files! Alexandra Fus, Operations Manager at Valoris in Bucharest, Romania and Kathia Yacaman, EVP at Grupo Karim's in Honduras talk about what has changed for women in CX - and what could still be improved!  https://www.linkedin.com/in...

Paula Kennedy Garcia is the global head of Trust & Safety and Content Moderation at Concentrix. Paula is based in Belfast. In this episode, Paula explains to Peter the importance of a T&S strategy and how it's essential to protect both customers and employees when managing content moderation. https://www.linkedin.com/in/paula-kennedy-garcia-1b90b81/ https://www.concentrix.com/

Stephen Loynd is a great friend of the CX Files. He is the founder and principal analyst at TrendzOwl, based in Virginia, US. Stephen joins the CX Files this time to explore the effect of the Great Resignation on jobs and careers in CX... will we see better careers, more flexibility, and the growth of GigCX?