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Phil Fersht is the CEO and Principal Analyst at HFS Research. He is based in Boston, Massachusetts, USA.
He recently posted this 'AI continuum' on LinkedIn:
https://www.linkedin.com/posts/pfersht_rpa-genai-agentic-activity-7282865406917115904-5lrX
Mark Hillary called Phil to talk about this and how AI is offering the opportunity for genuine innovation in CX and BPO.
https://www.hfsresearch.com/
https://www.linkedin.com/in/pfersht/
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March 2010 - Mark Hillary with Phil Fersht podcast
https://podcasts.apple.com/us/podcast/phil-fersht-horses-for-sources/id216384010?i=1000404472875
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Gregorio Uglioni is an Associate Partner at Forward. He is based in Zurich, Switzerland.
Greg is focused on business transformation and service excellence. He is an outspoken commentator on LinkedIn about the CX and BPO industry in general and his online commentary led to Peter calling him for a conversation.
Greg also hosts the CX Goalkeeper podcast so he is another CX podcaster! Greg's podcast focuses on using the analogy of how a football team (soccer) works together to achieve success and applies this to the CX environment. How can customers and brands both win when they think carefully about their CX strategy?
https://cxgoalkeeper.com/podcast/
https://forwardwith.ch/
https://www.linkedin.com/in/gregorio-uglioni/
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Saknas det avsnitt?
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Joel Walker is the Co-Founder and Managing Director Platform Services of The Knowledge Group (tkg). He is based in Luxembourg.
Last year Peter saw the tkg vendor selection system, which has details of millions of FTEs working in BPO and CX services globally. The system can help companies find the right supplier based on a large number of variables - it's an independent and impartial advice service that helps CX executives find the best service provider at the right price.
Peter called Joel to talk about CX pricing and how to find the right partner.
https://www.linkedin.com/in/joelwalker/
https://welovetoknow.com/contact/
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BONUS EPISODE: CX Transformation in 2025
At the start of 2025, Mark Hillary from CX Files joined Chris Hague from Yoummday and Lian Rowlands from Tayma Solutions to talk about CX trends in 2025.
This discussion was hosted by Yoummday and focused on some of the trends detailed in their CX Report 2025: “Transforming Customer Experiences: The AI Advantage Meets the Human Touch.”
https://www.linkedin.com/in/lian-rowlands-a26119/
https://www.linkedin.com/in/christopher-hague/
https://www.linkedin.com/in/markhillary/
https://www.yoummday.com/
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🎧 Listen to the original podcast here - youtu.be/dVl4V7NGvhA
⬇️ Download the report here - lnkd.in/efpQBjbP -
Veronica Richards is the COO at CALLS Contact Center and VP at WW CALLS Canada. She is based in Burlington, Ontario, Canada.
Veronica is also the marketing director of the Mexico Business Club in Toronto.
Veronica is originally from Mexico and now works with Mexico from her base in Canada so Peter called her to ask about BPO and CX in Mexico in addition to the attractiveness of the consumer market in Mexico - a market with a population of 128 million people.
What opportunities are created by being located so close to the USA and what opportunities are now being created in Mexico itself?
https://www.calls.com.mx/
http://www.wwcallscanada.ca/
https://mexicobusiness.club/
https://www.linkedin.com/in/veronica-richards-9b26969/
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Neville Samuels is the CEO of Virtual Staff 365. He is based in Melbourne, Australia.
Virtual Staff 365 offers a virtual staffing service that includes CX. In this discussion with Peter Ryan, Neville explores how virtual staffing can help to create a flexible CX environment that can work for in-house teams or BPOs.
https://www.linkedin.com/in/outsourcingexperts/
https://www.virtualstaff365.com.au/
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Mark Lowe is an expert in business risk and security. He is based in Genoa, Italy. Mark is a faculty Member of the ASERI Postgraduate School of Economics and International Relations at the Università Cattolica del Sacro Cuore in Milan. He is also a columinst in the Italian financial journal Fondia & Sicav.
Risk and security are particularly important for CX executives. Who can forget how impossible it was to contact an airline as the Covid pandemic started? Companies managing customer data also have very detailed private data, including payment details - this has to be kept secure.
Over the past year or so there has been constant disruption. Politics, climate change, and unexpected events... how do companies focused on CX manage risk and security?
Peter Ryan called Mark at his base in Italy to talk about this in our final interview on CX Files this year...
https://www.linkedin.com/in/lowemw/
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Katrin Langley is a CX expert with experience throughout her career at several major BPO companies. She is based in Tampa, Florida.
Peter Ryan called Katrin to talk about first-time outsourcing. Most companies still handle their customer service processes in-house, even as it has become more and more complex in recent years. Why do companies still want to retain these processes and what approach can BPOs take to convince them that outsourcing is a positive strategy?
https://www.linkedin.com/in/katrinlangley/
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Jose Paz is the founder and CEO of Startups BPO. He is based in Tegucigalpa, Honduras.
Jose has been living and breathing BPO recruitment for many years. In this conversation with Peter Ryan he explores CX recruitment trends in Honduras and the wider nearshore US area.
What are agents expecting when they apply for CX jobs in the 2020s and what is the reality? How can modern CX brands be creating real careers in CX? How is skills-based hiring changing BPO and CX recruitment? How is AI changing the way that companies hire?
https://www.linkedin.com/in/jose-paz-8883b968/
https://www.startupshonduras.com/
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Claas van Delden is the Chief Growth Officer at yoummday. He is based in Munich, Germany.
Yoummday is a proprietary technology platform for managing remote workforces - what we have summarized on this podcast in the past as 'Gig CX'. Yoummday has a diverse global talent pool of 15,000+ sales and customer care freelancers available.
Mark Hillary called Claas to talk about the issues around providing support to customers in multiple languages and whether the platform-based appproach is replacing the more traditional multilingual hubs used by BPO companies...
Claas talks about this specific question and outlines how Gig CX really works in this interview.
https://www.linkedin.com/in/claas-van-delden-b7b3b2/
https://www.yoummday.com/en
CX Report 2025: https://business.yoummday.com/en/yoummday-cx-report-2025
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Ted Nardin is the VP of Customer Success & Value Add at Teleperformance Jamaica.
Ted has spent years researching CX. He recently joined Teleperformance and Mark saw a LinkedIn update with this new job title focusing on customer success and value add.
Mark called Ted to discuss this idea. How can BPOs put business success on the table and talk to clients about how to add value in the customer relationship - rather than the usual focus on the cost to serve customers?
What more can companies get from all those customer interactions?
https://www.linkedin.com/in/tnardin/
https://teleperformance.com/
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John Dinardo is the CEO and president of Nordia, a Canadian CX specialist with over 10,000 employees on the team. Nordia is the largest BPO in Canada.
Peter Ryan and John are both based in Montreal, so this is a local Canadian edition.
Bell Canada created Nordia back in 1999, but a quarter of a century on they are now looking at many new opportuntiies and areas of business. John talked about expansion beyond Canada and also about the complexities of managing customer service processes in both English and French.
https://www.linkedin.com/in/john-dinardo-nordia/
https://www.fr.nordia.ca/
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Vidya Ravichandran is the CEO of UnifyCX. She is based in Louisville, Kentucky, USA.
In this conversation with Peter Ryan, Vidya talks about the evolution of GlowTouch Technologies into UnifyCX, how technology is changing the BPO industry, and how CX and BPO is evolving as technology solutions become more integral to customer interactions.
As customers demand more complex solutions the BPO community is adopting or building different tech solutions - using AI in particular. But should BPOs buy off-the-shelf tools or create their own and attempt to lead their sector? In this conversation Vidya talks about how BPO is evolving and how the new brand wants to be seen as a CX leader.
https://www.linkedin.com/in/vidya-ravichandran-53423b2/
https://www.unifycx.com/
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The new (July 2024) UK government just announced their budget plans for the year ahead. Several measures look like they could impact the BPO and CX industries. In this special extra edition of the CX Files, Peter Ryan called a few UK-based friends of the podcast to ask for their views on the challenges and opportunities they can see in the latest UK budget...
Featuring a discussion with...
Alistair Niederer, CEO, NeedleRock
https://www.linkedin.com/in/aniederer/
http://www.needlerock.net/
Lian Rowlands, Principal Consultant, Tayma Solutions
https://www.linkedin.com/in/lian-rowlands-a26119/
David Rumble, Managing Partner, On Consultancy
https://www.linkedin.com/in/david-rumble-4a4a09b/
https://www.linkedin.com/company/on-consultancy/
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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 crematorium.
The funeral and mortuary environment in the US is heavily regulated and people working in this field need to understand that end of life and funeral care is an environment where a very special level of care is required.
Peter called Tanya to ask about this fascinating area of customer care that is often not discussed because so many people prefer to avoid end of life conversations.
https://www.mdc.edu/
https://www.linkedin.com/in/tanya-scotece-ph-d-lfd-cfsp-%E2%80%9Cdr-t%E2%80%9D-a85a6226/
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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 changed since the Covid pandemic?
Mark and Peter talked about the new book. What inspired it and why it matters for people working in CX...
The book also features a foreword by Paul O'Hara - a legend from the CX environment with a decade plus experience of using social sales strategies for B2B.
https://www.linkedin.com/in/markhillary/
https://www.linkedin.com/in/pauloharateleperformance/
The Social Sales Playbook: Developing a B2B Sales Plan That Drives ResultsPublished October 11, 2024
https://www.amazon.com/Social-Sales-Playbook-Developing-Results/dp/B0DJY3MYD2/
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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 with the Callzilla technology and their business proposal, but he wanted to meet the team.
Seeing the team at work and learning about their daily on-the-job culture was really important to this company - he wanted to build a rapport with the Callzilla team.
Neal has often written that prospective clients today are less interested in contact center metrics and much more interested in how the team can help with both sales and service or how engaged the team is and how this will translate into great CX.
Clients today are looking for a BPO to have solutions to business problems - not just AHT statistics.
Tune in for the latest CX Files where Neal talks about culture and why it is more important than ever for BPOs to have a positive answer when a prospect suggests visiting their team.
https://www.linkedin.com/in/nealtopfcustomerexperience/
https://www.callzilla.cx/
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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/
https://ryanadvisory.com/india-is-the-most-favored-offshore-cx-delivery-location-in-2024/
https://ryanadvisory.com/
https://www.linkedin.com/in/peter-ryan-montreal/
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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 this initiative got started and what are their plans for 2025.
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https://www.linkedin.com/in/cxisobelrogers/
https://www.linkedin.com/in/karenhoward/
https://www.theretailbulletin.com/
https://www.theretailbulletin.com/general-merchandise/the-retail-bulletin-announces-set-up-of-cx-industry-body-cx-alliance-19-09-2024/
The CX Alliance news is so recent that they are still in the process of setting up their website and other channels ... follow Isobel and Karen for now and check TRB for new information...
http://cxalliance.org/
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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 support.
What if you want to operate in Finland, but you can't support those customers in their local language? Do you expect every customer to use English?
Graham has been working on simultaneous voice translation with Alorica. This allows an AI-powered translation system to sit between the customer and the agent.
How well does it work and can we really just staff a contact center with English-speakers and let them support anyone from anywhere?
Listen to this conversation between Graham and Peter Ryan to find out!
https://www.linkedin.com/in/graham-brown-cx/
https://www.alorica.com/
- Visa fler
