Shows / CX Files
CX Files
CX Files features your hosts, CX industry analysts Mark Hillary and Peter Ryan, speaking each week to leading analysts, thinkers, and practitioners focused on managing the Customer Experience (CX). In each episode Mark and Peter talk to their guests about the future of CX, the important trends, and what customers really expect from brands today.
Episodes
- CX Files
Shira Dodi - Checkmarx - Cybersecurity And CX
Shira Dodi is the VP of Global Support at Checkmarx in Israel. In this episode Shira talks about cybersecurity, data protection, and how CX companies can…
- CX Files
William Carson - Ascensos - Planning For CX After Covid
Episode 200 of CX Files and we are talking to the person who gave this show it's name, William Carson, Director of Market Engagement at Ascensos in London, UK…
CX FilesScott Broetzmann - CCMC - What Causes Customer Rage And How Can You Handle It?
Scott Broetzmann, President of Customer Care Management and Consulting Scott is based in Virginia, close to Washington DC. His company has been surveying…
CX FilesLisa Stoner - Uber - CX Innovation And Hyper-Growth
Lisa Stoner is the global head of support operations at Uber, based in San Francisco, California. Lisa is also on the General Member Board of Transcom. In this…
CX FilesCX In 2022 With Stephen Loynd & Lian Rowlands
A look ahead at CX in 2022 with... Lian Rowlands, Director of partnerships at Conversations By Ami Royal Wootton Bassett, UK https://www.meetami.ai/…
CX FilesPeter Ryan & Mark Hillary on The Major CX Issues For 2022
Happy New Year! Peter Ryan, Principal, Ryan Strategic Advisory (Montreal, Canada) and Mark Hillary, CEO of Carnaby Content (São Paulo, Brazil) explore some of…
CX FilesTTEC & Teleperformance Review Of 2021 and 2022 Preview
Review of 2021 and a look ahead to 2022 featuring: Alistair Niederer, EMEA Head of TTEC Paul O'Hara, SVP Business Development, Teleperformance EMEA Peter Ryan…
CX Files2021 Offshore BPO Confidence Index - Cognitive Copy and Ryan Strategic Advisory
Cognitive Copy and Ryan Strategic Advisory recently published the 2021 Offshore BPO Confidence Index. This research gauges BPO confidence in 12 global markets…
- CX Files
Gill Marchbank - ResQ - Building World Class Culture In EX & CX
Gill Marchbank is CEO and co-founder of ResQ, based in Hull, UK. ResQ is a customer service specialist that was recently named a 3-star company by the Best…
CX FilesSteve Gush - Sitel Group - Digital CX Now And In 2022
Steve Gush is the head of EXP+ solutions EMEA at Sitel. He is based in Edinburgh, Scotland. EXP+ is the digital solutions division of Sitel so in this episode…
CX FilesIan Jackson - Enshored - CX and e-Commerce for the giants and innovative startups
Ian Jackson is the CEO at Enshored, based in Los Angeles, California. Enshored is focused on innovative startups - especially e-commerce - but in this episode…
CX FilesHui Wu-Curtis - SupportU - Impact Sourcing For CX
Hui Wu-Curtis is the COO at SupportU based in Phoenix, AZ. In this episode, she talks to Peter Ryan about CX impact sourcing and how it can be used…
CX FilesTariq Alinur - Brayn CX - The Growth In Video Chat For CX
Tariq Alinur is the founder and CEO of Brayn CX, based in Miami. We have all become more used to using Teams and Zoom for work during Covid, but are customers…
CX FilesTamar Ravelli - Talingual - How Is BPO Recruitment Recovering After Covid?
Tamar Ravelli Is an international recruitment consultant at Talingual, based in Belfast, Northern Ireland. Tamar is focused on multilingual recruitment in…
CX FilesHailey Corr - Vistio - Best Practice In CX Automation
Hailey Corr is a senior marketing manager at Vistio. She is based in Puerta Vallarta in Mexico. Vistio's software helps agents inside contact centers deliver a…
CX FilesSteve Soechtig - Ogilvy Experience - Building Long-Term Customer Relationships With CX
Steve Soechtig is the Global CEO of Ogilvy Experience. He is based in Denver, Colorado. Steve is focused on the entire customer journey and how brands can…
CX FilesProfessor Moira Clark - Henley Business School - Customer TLV And Building Back Better CX
Professor Moira Clark is a Professor of Strategic Marketing at Henley Business School in the UK. She is also the founder and director of the Henley Centre for…
CX FilesTijana Dmitrovic - Contact Service - How To Build A Career In CX
Tijana Dmitrovic is the CEO of Contact Service based in Belgrade, Serbia. She started out in the industry as an agent and is now in the c-suite so how can more…
CX FilesDarren Arnold & George Todd - Intersect-HP - Genuine Employee Engagement In CX
Darren Arnold and George Todd are the founders of Intersect-HP in South Africa. Their mission is to create genuine employee engagement for customer service…
CX FilesJo Causon - ICS - Building Back With Better CX
Jo Causon is the CEO of the Institute of Customer Service - she is based in London in the UK. The ICS is the UKs independent professional customer service…
CX FilesMark Trimble - Powerland - CX And The Cloud
Mark Trimble is a Senior Account Executive at Powerland based in Saskatoon, Canada. Powerland is an IT services provider focused on cloud-based services and…
CX FilesVidya Ravichandran - Glowtouch - Diversity And Inclusion In CX and BPO
Vidya Ravichandran is President of Glowtouch Technologies, based in Louisville, Kentucky, US. GlowTouch is a strategic outsourcing partner, providing…
CX FilesGreg Murphy - Instanda - CX And Insurance In The Cloud
Greg Murphy is the EVP North America of Instanda, he is based in Minnesota. The company provides SaaS cloud-based insurance policy admin services to insurance…
CX FilesGareth Richards - Help With My Visa! - Travel CX After The Pandemic
Gareth Richards is the co-founder and CEO of Help With My Visa! In this edition of the podcast, Gareth explains what travelers are looking for when applying…
CX FilesTanya Sinclair - ChargePoint - How Do We Improve The EV User Experience?
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…
CX FilesTom Doran - Bupa - WFH CX Strategy Before And After Covid
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…
CX FilesCharlotte Dunsterville - Sure - Managing B2B, B2C, Sales And CX All Together!
Sure is a Guernsey-based telecoms firm with a 125-year heritage. Charlotte Dunsterville is the Chief Consumer Officer and therefore leads all consumer…
CX FilesMark Walton - Sensée - The Emergency Is Over, Time For WFH To Get Professional
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…
CX FilesRichard Farrand - Conduent - Designing And Transforming For Great CX
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…
CX FilesSPECIAL EDITION: Violence In South Africa
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…
CX FilesHuw Davies - Ozone API - Can Open Banking Improve Bank CX?
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…
CX FilesNumrah Irfan - WatServ - Building Back Better With The Cloud
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…
CX FilesLian Rowlands - Conversations By Ami - How Can We Improve ChatBots In CX?
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…
CX FilesGigCX Discussion Featuring McKinsey, LiveXchange, and NewAge Products
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…
CX FilesVictor Pereda - Nearsol - How To Implement A New Contact Center
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…
CX FilesAlex Mead - Who Decides On Who Is Really A CX Guru?
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…
CX FilesHelen Hickin - ICON Communication Centres - The Evolution Of B2B CX And Inside Sales
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…
CX FilesMichele Rowan - WFH Alliance - After The Pandemic WFH Is Here To Stay
Michele Rowan is president of the WFH Alliance, an industry forum that organizes workshops, events and toolkits all focused on helping companies implement WFH…
CX FilesJeff Pappas - ESRP - Where Should You Locate A Contact Center?
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…
CX FilesAnnelien Marcus - Clarion People - Recruitment And The Modern CX Professional
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…
CX FilesMiya Knights - Retail And CX In The Post-Pandemic Next Normal
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…
CX FilesWFH: Securing The Future For Your Organization
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…
CX FilesAlistair Niederer - TTEC - CX Is About Orchestration Not Outsourcing!
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…
CX FilesTugs Smith - ATAC Inc - The Value Of WFH Certification
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…
CX FilesPeter Ryan : Ryan Strategic Advisory : Front Office BPO Omnibus Survey 2021 Results
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…
CX FilesSimon Dillsworth : Davies Consulting : Intelligent Automation; Striking The Balance Between Cost And Driving Customer Loyalty
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…
CX FilesChris Gillen : A Closer Look : Travel & Leisure CX Before And After Covid
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…
CX FilesRob van Herpen : 5CA : How WFH Will Evolve In 2021
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 FilesRick Denton - EX4CX - 2020 The Year (NOT) Everything Changed For CX
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…
CX FilesDiscussion: Where Are The Emerging BPO Destinations In 2021?
The Ryan Strategic Advisory annual BPO survey will be published next month - featuring the most desirable global BPO locations. In this preview Peter Ryan…
CX FilesRandy Arellano : Auxillium : Can Smaller Companies Also Outsource Their CX?
Randy Arellano has a long history in CX - he has worked at several of the major CX suppliers. In 2018 he joined Auxillium with the mission of making high…
CX FilesStuart Ravens : Corax Insights : Do Energy And Utility Companies Even Think About CX?
Stuart Ravens founded Corax Insights in London at the start of 2021, but he has a long history as an industry analyst (Navigant and Ovum) focused on energy and…
CX FilesWilliam Carson : Ascensos : Retail And CX - Is The Future Phygital?
William Carson is the director of market engagement at Ascensos. He is based in London and away from Ascensos he is also a frequent CX commentator and council…
- CX Files
Jim Farnsworth : SYKES : Transforming Agents Into Ambassadors
Jim Farnsworth is a veteran of the CX industry. He is currently an Executive Vice President at SYKES and is well known as one of the leading thinkers in the…
CX FilesTed Nardin & Brian Kearney : 5th Talent : What CX Leaders Need To Understand About WFH
Ted Nardin and Brian Kearney founded research and advisory firm 5th Talent and are based in the US. During the Covid-19 pandemic they asked 4,000 contact…
CX FilesNate Brown : Officium Labs : Experts Not Agents - Redefining The People Who Work In CX
Nate Brown is the Chief Experience Officer at Officium Labs and the co-founder of the CX community CX Accelerator. He is based in Nashville Tennessee. In this…
CX FilesMegan Neale : Limitless Technology - How GigCX Will Redefine CX In 2021
GigCX is often compared to traditional contact centers or BPO, but there is an opportunity to re-think how customer service is designed throughout the entire…
CX FilesVictor van Baal & Amahl Williams : SDS : CX Automation, Innovation and Transformation In 2021
Victor van Baal is the GTM lead and MD of Qelp at Sykes Digital Services (SDS) and Amahl Williams is a director of SDS. Victor is based in Amsterdam in the…
CX FilesAnalyst Views On CX In 2021 - Marianne Rutz, Stephen Loynd, Peter Ryan
In this final 2020 episode of CX Files, we brought together some leading CX experts and analysts to look at the key trends in 2020 and what might happen in…
CX FilesJonas Dahlberg - Transcom - CX In A Post-Covid World
Jonas Dahlberg is the CEO and President of Transcom. He is based in Stockholm, Sweden. Transcom has a team of over 26,000 people working across 22 countries…