CX Files

Oct 30 2024 344 ep. 21 mins 10

CX Files Podcast artwork

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.

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Tanya Scotece - Miami Dade College - A Focus On Care In Funeral Services

Oct 30 2024 31 mins

Tanya Scotece is also known as 'Dr T.' She is a Professor and Program Coordinator at Miami Dade College focused on funeral service education. Tanya is also a senior placement specialist with Sunshine Senior Placement, helping familes find an assisted living facility for their loved ones. Tanya is a licensed funeral director and has direct experience managing a funeral home and crem

Mark Hillary - The Social Sales Playbook - How B2B Companies Sell To Each Other!

Oct 24 2024 13 mins

Almost everyone in the CX environment knows about B2B sales. BPO companies need to sell to clients. CX software companies need to sell to customer service teams or BPOs. Most people in this industry are working for specialist companies selling services to another company. Mark Hillary has just written a book about this - how do B2B companies sell to each other and how has it change

Neal Topf - Callzilla - Clients Want To Understand BPO Culture Not Just Metrics

Oct 17 2024 27 mins

Neal Topf is the founder and President of Callzilla. He is based in Miami, Florida. Callzilla is a CX specialist based in the US, but also with delivery centers in Colombia and South Africa. Peter Ryan called Neal for a conversation about corporate culture - in particular culture inside the BPO environment. Neal recently posted on LinkedIn that a prospective client was impressed wi

Peter Ryan - When will we see Philippines BPO 2.0?

Oct 09 2024 12 mins

Peter has recently been touring Asia, including some time meeting CX and BPO experts in the Philippines. Mark called Peter in Tokyo to talk about his recent time in the Philippines. What is going on in CX over there right now and do they need to reinvent their approach to communications and promoting what they can do? When will we see Philippines BPO 2.0? https://www.ibpap.org/ h

Isobel Rogers & Karen Howard - The Launch Of The CX Alliance

Oct 02 2024 24 mins

The CX Alliance is a brand new CX trade association launched in September 2024 in the UK. It is being launched by Karen Howard, MD of The Retail Bulletin (TRB) and the partnership director of the CXA is Isobel Rogers. They aim to publish information, research, and host events all focused on various aspects of CX. Mark Hillary talked to Isobel and Karen to find out more about how th

Graham Brown - Alorica - Using AI To Offer CX In Any Language

Sep 25 2024 24 mins

Graham Brown is the SVP EMEA Sales for Alorica. He is based at Leicester in the UK. In some parts of the world, like Europe, brands need to offer a customer experience in many different languages. For major languages this is not a problem. It's relatively easy to find French and English speakers, but some languages can be hard to support and often they are not even economic to supp

Stephen Loynd & Chris Gillen - How AI Has Redefined CX

Sep 19 2024 36 mins

This week we have two guests rather than the usual one! Chris Gillen is the CEO of A Closer Look. He is based just outside Atlanta, Georgia. Stephen Loynd is the founder and Principal Analyst at TrendzOwl. He is based in Virginia, just across the Potomac from Washington DC. Both of these leading thinkers have spoken before at the CX Outsourcers conference about how AI is changing t

Michael Clark - CXTT Consulting - The Tech That Makes CX Work

Sep 11 2024 28 mins

Michael Clark is the founder of CXTT Consulting. He is based in Sydney, Australia. Michael has been recognised in 2023 in the Top 100 Contact Centre Influencers in APAC, and in 2022 as a Top 50 Small Business Leader. Peter Ryan called Michael to talk technology and the tech stack required to make modern CX processes work well. We all know that multiple types of technology have beco

Martin Anderson 🍋 - Lemon Contact Centre - Entrepreneurs In CX

Aug 15 2024 29 mins

Once you are into CX, you never leave... this summarises how Martin Anderson explains the journey he has taken over the past 21 years building the Lemon Contact Centre near to Durham in the north-east of the UK. Peter Ryan talks to Martin about the entrepreneurial nature of BPO and CX, how he got started, and how he manages to compete in a business where the competition can be both

Jonas Berggren - Transcom - AI & Transforming Customer Service

Aug 08 2024 26 mins

Jonas Berggren is the Head of Global Accounts EMEA at Transcom. He is also a member of the Transcom EMEA management team. He is based in Stockholm, Sweden. Jonas has a long history designing customer experience processes, but he is also well known as an innovative thought leader. He publishes a popular LinkedIn newsletter titled "Transform Customer Service" that explores the future