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 FilesRobèrt van Diem - 5CA - The Real Opportunities For WFH In 2021
Robèrt van Diem is the Senior VP of Operations at 5CA, He is based in the Netherlands. Robèrt has a long history leading operations at companies including…
CX FilesIan Sanders - CX For Ticketing And Events
Ian Sanders has had a long career in events and ticketing, most recently as the Senior Commercial Director at Ticketmaster in the UK. Ian is based in…
CX FilesPaula Kennedy-Garcia - Solv - Gig CX Is Already The New Normal
Paula Kennedy-Garcia is VP of Strategic Projects and Corporate Strategy at Concentrix. She leads the Concentrix Gig platform - Solv. In this episode, Paula…
CX FilesTerry Rybolt - LiveXchange - CX + The Gig Economy = GigCX
Terry Rybolt is the Chief Revenue Officer at LiveXchange. He is based in Boston, MA. LiveXchange was one of the earliest Gig CX platforms and they continue to…
CX FilesShannon Burch - Western Financial Group - Building CX Strategies For Smaller Or Established Companies
Shannon Burch is the Contact Center Director at Western Financial Group, based in Alberta, Canada. Shannon has deep experience of managing customer experience…
CX FilesScott Newman - Transparent BPO - Multisourcing And The New Normal For BPO In 2021
Scott Newman is the founder and CEO of Transparent BPO. He is based in Maryland, US, although Transparent has extensive operations in the Philippines and…
CX FilesAhmed Refky - Raya - CX & BPO In Egypt
Ahmed Refky is CEO of Raya Contact Center, based in Cairo, Egypt. In this edition we look at CX in Egypt and how the region has recovered from the Egyptian…
CX FilesAndrew McNeile - ThinScale Technology - Why WFH BPO Needs BYOD
Andrew McNeile is the Chief Customer Officer of ThinScale Technology, based in Dublin, Ireland. ThinScale was recently mention on this podcast by Michael…
CX FilesPratik Salia - Knowmax - Knowledge Management and CX
Pratik Salia is the Senior Product Marketing Manager at Knowmax, based in Gurgaon, India. Knowledge Management is becoming a strong CX differentiator and…
CX FilesMichael DeSalles - Frost & Sullivan - Covid-19 And The BPO Road To 2021
Michael DeSalles is a Principal Analyst on the North American Customer Care team at industry analyst firm Frost & Sullivan. He recently published a paper…
CX FilesAnny Serrano (OneStar Solutions) and Jason Heil (Redial BPO) - BPO On The Border In Mexico
Nearshoring has been a popular CX and BPO option for many years, but what about super-nearshoring from the border between the US and Mexico. Is there an…
CX FilesHow Has The Pandemic Affected Contact Centers In The Philippines? (with Transcom and Teleperformance)
In this episode we will hear from two BPO leaders focused on how the Philippines is recovering from the Covid-19 pandemic. Don Berryman is the Executive Vice…
CX FilesEmelie Hedén Edlund - McKinsey - Where Is The Next Normal For Retail?
Emelie Hedén Edlund is a design director at McKinsey Design. She is based in Stockholm Sweden. Emelie is experienced in design thinking and has a background in…
CX FilesSimon Knudsen : Transcom : FLEX vs GigCX - Are The Contact Centers Getting Flexible?
Simon Knudsen is the CEO at Xzakt Kundrelation - a Transcom company. He is based in Stockholm, Sweden. Simon heads the FLEX model Transcom has recently…
CX FilesStephanie Reeves Millner - Teleperformance - US Retail In The Next Normal
Stephanie Reeves Millner is Vice President of CX Management at Teleperformance US. She is also a board member of TP Women and she is based in Phoenix, Arizona…
CX FilesPeter Ryan - Ryan Strategic Advisory - WFH, GigCX And Looking Ahead To CX in 2021
Peter Ryan is the Principal Analyst at Ryan Strategic Advisory. He is one of the best-known commentators on CX and contact centres globally. Peter is based in…
CX FilesMark Hillary - CX Is Leading Other Industries To The New Normal
Something new - just Mark Hillary alone this week. It's an experiment, but next week will be the usual interview format... Mark explores how the CX industry…
CX FilesBelarus - What's Happening And Why Now?
What's happening in Belarus and how does it affect the wider IT and CX business community? On this episode, three experts on Belarus, and the region, discuss…
CX FilesKelvin Plomer - Jagex - Gaming And Managing Player Experience
Kelvin Plomer is director of player experience at Jagex, based in Cambridge in the UK. Jagex is well known for their classic RPG, Runescape, but they have…
CX FilesMarcel Stroop - 5CA - The Difference Between Remote-Friendly And Remote-First Companies
Are you remote-friendly or remote-first? What's the difference? Trust and transparency to start with. Zoom Happy Hours are not going to make a difference if…
CX FilesSimon Dillsworth - Ember Group - The Gig Economy + WFH = GigCX
Simon Dillsworth is the Managing Director for Consulting at Ember Group, based in London, UK. Ember Group recently published a research paper on the…
CX FilesMerijn te Booij - Genesys - A WFH Evolution And How It Changes Corporate Culture
Merijn te Booij spent the past 4 years as the CMO of Genesys. Since last month he has been the EVP and GM for Employee Engagement. Genesys offers contact…
CX FilesLynda Arsenault - FDI Business Diplomacy - FDI and Investment In Regions For CX And BPO
Lynda Arsenault is a partner focused on investment attraction at FDI Business Diplomacy, based in Canada. CX, BPO, and Shared Services are all regularly…
CX FilesDr Julian Raabe - McKinsey & Co - Hyper-personalization, Transformation, and CX Innovation
Dr Julian Raabe is an expert partner at McKinsey & Co, based in Munich, Germany. He leads the McKinsey customer operations practice for Western Europe. In the…
CX FilesCX Files - July 10 McKinsey episode will be with you on July 13
The CX Files episode for July 10 with Dr Julian Raabe of McKinsey will appear in your podcast app on Monday July 13. Sorry for the delay, but it will be with…
CX FilesLuuk Houtepen - SThree - Are Contact Centers Hiring More Tech Expertise?
Luuk Houtepen is the BD Director for SThree DACH and Chairman of APSCo Germany - The Association of Professional Staffing Companies. He is based in Munich…
CX FilesBrian Kearney & Ted Nardin - 5th Talent - We Asked 4000+ Agents What They Think Of WFH
4,133 Participants 25 locations 7 countries What do they really think about working from home? Brian Kearney and Ted Nardin are the co-founders of 5th Talent…
CX FilesStephen Loynd - TrendzOwl 🦉- Analysis On The New Normal
Stephen Loynd is the principal analyst at TrendzOwl based in Arlington, Virginia. Last March he was on this podcast and he predicted 18-24 months of business…
CX FilesBrian Pritchard - LiveXchange - The New Normal Needs Agility, Not Just WFH
Brian Pritchard is the founder and CEO of LiveXChange Corporation, based in Toronto, Canada. His company offers a virtual contact centre solution - including…
CX FilesRobin Hoekstra - Outworx - The Human Touch Is The New Normal For CX
Robin Hoekstra is CEO at Outworx, based in Durban South Africa. Outworx focuses on CX and back office BPO solutions. Most of the coverage by analysts focusing…
CX FilesPhil Jones - Teleperformance - CX, Innovation, and The New Normal
Phil Jones is Senior VP for Strategic Business Development at Teleperformance UK and South Africa. He gave CX Files an advance look at a new white paper TP UK…
CX FilesGraham Brown - HGS - A New Normal... The Future Of BPO And CX
Graham Brown is the Chief Sales and Marketing Officer at Hinduja Global Solutions, also know as HGS. He is based in the UK. I called Graham to ask him about…
CX FilesKathy Juve - Concentrix - 3 Years Of Digital Transformation In 3 Weeks
Kathy Juve is the EVP, Customer Experience Technology & Insights Division, at Concentrix. She is based in Orlando, Florida. Kathy is focused on looking forward…
CX FilesJerry Leisure - Officium Labs - Creating A CX Marketplace That Embraces BPO And The Gig Economy
Jerry Leisure is the CEO and founder of Officium Labs, based in Silicon Valley, California. Officium Labs has created a CX Marketplace that blends traditional…
CX FilesPeter Ryan - Ryan Strategic Advisory - The Top 5 Most Favoured Locations For Contact Centres in 2020
Every year, Ryan Strategic Advisory publishes their list of the top 5 most favoured offshore contact centre delivery points. The 2020 Front Office Omnibus…
CX FilesAlistair Niederer - Ember Group - Riding The Third Wave To A New Normal Of WAHA And Gigs
Alistair Niederer is the North America CEO of Ember Group, based in Toronto. He has a long track record in CX having previously been CEO at Praxidia and almost…
CX FilesRod Jones: Lessons From The Lockdown With Mark Hillary
Rod Jones is a contact centre strategic adviser, industry analyst, and consultant. He is based in Johannesburg, South Africa, and he is something of a legend…
CX FilesSyamant Sandhir - Futurescape - Sustainable CX (ESG)
Syamant Sandhir is Director of learning and technology at Futurescape, based in Gurgaon, India. Futurescape is focused on helping companies meet Environmental…
CX FilesAudrey William - Ecosystm - Apps, Personalisation, & The Customer Journey
Audrey William is a Principal Advisor at Ecosystm, based in Sydney, Australia. She recently published a research paper on the contact centre industry in 2019…
CX FilesMarianne Rutz - Rutz Consulting - The Key Steps To A Fast Work-From-Home Strategy
Marianne Rutz founded Rutz consulting over 20 years ago and she had advised companies such as Hertz, Thomas Cook, Ralph Lauren and Banco Santander. She is…
CX FilesYoni Epstein - itelbpo - "We found a new gear in the gearbox..."
Yoni Epstein is the founding chairman and CEO of itelBPO, based in Montego Bay, Jamaica. ItelBPO has become a leader in the nearshore BPO industry in recent…
CX FilesMike Aoki - Blending Customer Service And Sales
Mike Aoki founded Reflective Keynotes almost 20 years ago. The company is based in Toronto Canada and is focused on customer service and sales training as well…
CX FilesMatt Sims - 4t4Consult - What is the 'new normal' after COVID-19
Matt Sims is the founding director of 4t4Consult, based in the UK. Until last year he was the CEO of Teleperformance in the UK and South Africa. In this…
CX FilesNic Marshall - Res-Q - Reacting Quickly To The COVID-19 Pandemic
Nic Marshall is the CEO of Res-Q, based in Hull in the UK. Res-Q is an owner-operated contact centre company with around 1,100 agents over two sites in the UK…
CX FilesInternational CX Analyst Discussion on COVID-19
This analyst discussion recorded on April 6, 2020 explores some of the CX industry issues regarding the COVID-19 pandemic. What do you need to do now and how…
CX FilesBrendan Kiely - ThinScale - WAHA & The Tech Supporting Working From Home
Brendan Kiely is the CEO and co-founder of ThinScale, based in Dublin, Ireland. ThinScale is one of the fastest growing technology companies in the areas of…
CX FilesAudrey William - Ecosystm - BCP For Contact Centers in the COVID-19 Era
Audrey William is a Principal Advisor at Ecosystm, based in Sydney, Australia. Before Ecosystem Audrey spent over 18 years at Frost and Sullivan so she is well…
CX FilesDave Rizzo - Teleperformance - COVID-19 and Quickly Shifting To WAHA
Dave Rizzo is the APAC President of Teleperformance. He participated in a 45-min webinar on 31 March 2020 focused on the Covid-19 coronavirus pandemic - hosted…
CX FilesPedro Lozano - Sitel Group - Leading Clients Past The Covid-19 Crisis
Pedro Lozano is the EMEA CEO of Sitel Group. Sitel has over 80,000 in their team across the world. Like other CX specialists they are currently in a race to…
CX FilesJames Dodkins - The CX Rock Star on his new ACXS online course
James Dodkins is better known as the CX Rock Star. He recently launched his Accredited CX Specialist (ACXS) course online. It's great timing as many people…
CX FilesMark Davies & Philip Clarke - Hunch - Strategic Innovation and CX
Mark Davies featured on this podcast last year when he was at PA Consulting. He recently joined Hunch, a strategic innovation consulting practice based in…
CX FilesJohn Devlin - Ascensos - Switching To Work From Home In A Crisis Situation
This is another emergency episode of CX Files focused on how people in the CX industry are reacting to the Covid-19 coronavirus. In this episode, John Devlin…
CX FilesJim Farnsworth - SYKES - Covid-19 - building a fast work from home strategy
Jim Farnsworth is one of the leading experts on designing work at home CX solutions globally. Based in Denver, Colorado, Jim is the EVP for Business…
CX FilesBONUS: Coronavirus Insight with Rob van Herpen, CCO of 5CA (95% of workforce work from home)
BONUS EPISODE: Rob van Herpen is the Chief Customer Officer and North America General Manager of 5CA. 5CA is a CX specialist, based in the Netherlands. 95% of…
CX FilesAnnette Franz - CX Journey - Customer Understanding And Journey Mapping
Annette Franz is the founder of CX Journey and author of a recently published book titled 'Customer Understanding.' She is based in Orange County CA and is…
CX FilesBONUS: Coronavirus Analyst Insights "Plan For 18 Months of Disruption"
This analyst discussion recorded on March 18, 2020 explores some of the CX industry issues regarding the COVID-19 pandemic. What do you need to do to maintain…
CX FilesAndrew Hall - Webhelp - Innovation, Automation, and Emotive CX
Andrew Hall is the Director of Strategic Engagement at Webhelp UK. He just recently joined Webhelp from Capgemini, where he was the head of innovation for…
CX FilesIan Golding - The Customer Institute - What Can You Do To Deliver Great CX?
Ian Golding is the executive director, knowledge and academics, at The Customer Institute, an independent not for profit institution focused on best practice…
CX FilesJeff Toister - The 1 Mistake Behind All Failed CX Strategies
Jeff Toister founded Toister Performance Solutions in 2005 to help companies improve employee performance. The company focuses exclusively on helping companies…
CX FilesMichael Valdsgaard (London Dynamics and formerly IKEA) - Augmented Reality For Retail CX
Michael Valdsgaard was until recently the senior VP of digital transformation at IKEA. He led the team that created the hugely successful IKEA Place app that…