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CX Files features your host, writer and analyst Mark Hillary, speaking each week to leading analysts, thinkers, and practitioners focused on managing the Customer Experience (CX). In each episode Mark and his guests explore the future of CX, the important trends, and what customers really expect from brands today.
 
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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 industrial design, trend forecasting and futurism as well as user and customer experience. She has been working with McKinsey on retail design and in this episode she talks about some of the…
 
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 launched. FLEX aims to offer GigCX-style flexibility inside the traditional contact center. Which is better? Listen to the podcast to hear Simon's view. https://www.linkedin.com/in/simon-knudsen-032…
 
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. One of her key areas of focus is American retail which is an industry that has seen a lot of change in the past 6 months. On the podcast Stephanie talks about retail innovation and how retai…
 
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 Montreal, Canada. In this episode, Peter talks about WFH going permanent, the development of GigCX, and what we might expect in CX in 2021. https://ryanadvisory.com/ https://www.linkedin.com/…
 
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 has managed to innovate and adapt to the new normal after Covid-19, but so many other industries are struggling. What can they learn from CX? https://www.linkedin.com/in/markhillary/ https://ww…
 
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 the recent disputed election and the subsequent turmoil in Eastern Europe. Featuring: Michael Zdanowski Head of Energy & Environment at Madano https://www.linkedin.com/in/michael-zdanowski-254…
 
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 several other games in their portfolio. In this episode Kelvin talks about managing player experience and how this differs from traditional CX. He talks about supporting players and employees men…
 
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 you don't build a culture that embraces everyone in your distributed team and measure them by output - not hours at the desk. 5CA is almost 100% WFH - all the agents are WAHA. Their B2B sales h…
 
Simon Dillsworth is the Managing Director for Consulting at Ember Group, based in London, UK. Ember Group recently published a research paper on the opportunities around a combination of CX and the gig economy - analysts are already calling this GigCX. On the podcast, Simon explains why GigCX is happening now and the opportunities it creates. https…
 
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 centre technology solutions from cloud to chatbots to personalisation with AI. The company is based in California, but has a presence in over 100 countries. In the podcast, Merijn talks about the …
 
Lynda Arsenault is a partner focused on investment attraction at FDI Business Diplomacy, based in Canada. CX, BPO, and Shared Services are all regularly involved in helping regions create jobs and boosting the local economy. How do these regions make their offer more attractive so they can encourage companies to invest there and how has Covid-19 af…
 
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 podcast, Julian talks about recent McKinsey research in hyper-personalization, omnichannel, innovation, digital transformation, and the 'next normal' for BPO and contact centers. http://mckin…
 
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. SThree is one of the largest global recruitment companies, focused primarily on technology and STEM. Luuk recently told me that the contact center industry has been hiring a lot more technology …
 
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. Their mission is to make work more meaningful, so they asked thousands of contact center workers what they really think about working from home. REPORT: https://bit.ly/wfh5thtalent www.5thtal…
 
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 disruption from the Covid-19 pandemic. It looks like he was right, so CX Files caught up with him again to talk about the New Normal. www.trendzowl.com/ www.linkedin.com/in/stephenloynd/…
 
Brian Pritchard is the founder and CEO of LiveXChange Corporation, based in Toronto, Canada. His company offers a virtual contact centre solution - including agents. Brian believes that the New Normal is about more than just working from home - it also demands greater flexibility and new ways of working. The 9-5 in an office is dead. In the podcast…
 
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 on the 'New Normal' for CX after the Covid-19 pandemic focuses on the US and Europe. In this episode of CX Files we explore the African perspective and how a focus on technologies supporting …
 
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 is publishing on how the CX industry is responding to the Covid-19 pandemic. It explores innovation, collaboration, and the New Normal. In the podcast Phil talks about the issues covered in t…
 
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 the New Normal for BPO and CX - how can contact centres function in a world of social distancing? https://www.linkedin.com/in/graham-brown-7433891/ https://www.teamhgs.com/…
 
Kathy Juve is the EVP, Customer Experience Technology & Insights Division, at Concentrix. She is based in Orlando, Florida. Kathy is focused on looking forward to the future of CX - especially looking how customers are behaving, emerging technologies, and digital transformation. In this episode Kathy talks about the rush to digital transformation a…
 
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 BPO operators as partners with independent gig workers allowing them to offer a highly flexible CX service that has elements of the gig economy with more traditional CX. Jerry has been closel…
 
Every year, Ryan Strategic Advisory publishes their list of the top 5 most favoured offshore contact centre delivery points. The 2020 Front Office Omnibus Survey, is being announced by Peter Ryan simultaneously with the publication of this special bonus edition of the podcast - so if you can see this then the results are now public. In this episode…
 
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 6 years as CEO at Teleperformance UK and South Africa. Alistair recently published a blog talking of a third wave of customer service and how working from home will be the new normal. In thi…
 
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 in the CX analyst circles. Rod has spent 50 days in lockdown so far and has been using his time to call CX analysts and operators to ask about a path to the new normal. This episode features m…
 
Syamant Sandhir is Director of learning and technology at Futurescape, based in Gurgaon, India. Futurescape is focused on helping companies meet Environmental, Social and Governance goals (ESG), with a focus on how issues such as sustainability affect the customer experience. In this episode we explore CX and sustainability. https://www.linkedin.co…
 
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. In this episode Audrey talks about contact centres, apps, personalisation, and the importance of great customer journey analytics. https://www.linkedin.com/in/audrey-william-3a4a04/ https://w…
 
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 based in Stirling, in Scotland. Her focus is operational excellence for contact centres and she also hosts a podcast titled The Operational Excellence Show. I asked Marianne to tell me about some…
 
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 years with a move into Mexico, the Bahamas, work from home agents in the USA itself, and a new centre under construction in St Lucia. I called Yoni at his home to catch up on the effect on his …
 
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 as advisory work. Mike has a strong focus on helping teams to blend customer service with sales so in this episode we focused on some of the issues this can cause. https://www.linkedin.com/i…
 
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 episode of the podcast Matt takes us on a journey from talking about the difficulties of an overnight pivot to a work from home strategy to the future new normal for the CX industry. https://4t4con…
 
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. In this episode of CX Files, Nic talks about Res-Q reacted to the crisis and where he sees the new normal in future. www.resqcs.co.uk https://www.linkedin.com/in/nic-marshall-67072111/…
 
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 long will this last? Peter Ryan (Canada) Principal, Ryan Strategic Advisory https://ryanadvisory.com/ https://www.linkedin.com/in/peter-ryan-montreal/ Stephen Loynd (USA) Principal, Trendzowl …
 
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 Windows thin client, desktop virtualization and server-based computing. This technology is vital for building a secure work-from-home strategy and most of the major CX companies use ThinScale t…
 
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 known as an experienced and insightful industry analyst A few days ago Audrey published a blog on LinkedIn focused on BCP for contact centres. In the podcast she talks about the article and …
 
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 by Mark Hillary. This edition of CX Files is a short clip from the webinar. You can follow this link to hear the entire interview: https://ptdrv.linkedin.com/z68fjbm https://www.teleperforma…
 
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 move contact center agents into a work from home environment. In the podcast, Pedro talks about the immediate plans for Sitel, how he is advising clients, and what he sees as the new normal in …
 
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 have some extra time on their hands at present. In this episode, James explains why the ACXS course is different to other CX accreditation. LinkedIn: https://www.linkedin.com/in/jamesdodkins/ Ro…
 
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 London - his own focus is strategic innovation. In this episode we catch up with Mark again to explore how innovation is closely connected to the customer journey and experience. Philip Clarke, t…
 
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, founder and CEO of Ascensos talks about how his company has quickly switched to a work from home model. https://www.ascensos.com/ https://www.linkedin.com/in/john-devlin-ascensos-4731521/…
 
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 Development at SYKES. In this episode, Jim gives an update on how SYKES has handled the crisis and what CX executives need to do right now and as we start pulling through the immediate crisis - how wil…
 
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 the 5CA workforce works from home so I called Rob to ask for advice on how this works and what advice he would give to managers who need to urgently get their team working from home. Feel fre…
 
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 well known internationally as a leading CX expert. She leads CX workshops, coaches individuals or teams, consults and speaks at major conferences. On the podcast Annette explores the themes in h…
 
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 your CX? Peter Ryan (Canada) Principal, Ryan Strategic Advisory https://ryanadvisory.com/ https://www.linkedin.com/in/peter-ryan-montreal/ Stephen Loynd (USA) Principal, Trendzowl https://www…
 
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