Best Freehand Podcasts (2024)

1
Stephen Loynd & Chris Gillen - How AI Has Redefined CX 36:31

1h ago36:31

36:31

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 con…

1
Michael Clark - CXTT Consulting - The Tech That Makes CX Work 28:55

1d ago28:55

28:55

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 mult…

1
Elnaz Yazdani : Contemporary Textile Art With Unusual Materials 46:20

3d ago46:20

46:20

Elnaz Yazdani creates vibrant contemporary textile art using rather unusual materials. Look closely for nails, springs, tubes, and all sorts from scrap stores. Elnaz loves working with community groups to reimagine embroidery and spark creativity. In this episode of Stitchery Stories textile art podcast, Susan Weeks chats with Elnaz Yazdani, an emb…

1
Martin Anderson 🍋 - Lemon Contact Centre - Entrepreneurs In CX 29:54

30d ago29:54

29:54

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…

1
Jonas Berggren - Transcom - AI & Transforming Customer Service 26:07

1M ago26:07

26:07

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…

1
Leo Lopez - Calltastic - The Top 5 Mistakes Startups Make With CX 38:57

1M ago38:57

38:57

Leo Lopez is the co-founder and principal consultant at Calltastic, an advisory firm focused on helping startups and small businesses. He is based in Los Angeles, California. Leo has over 30 years experience in contact center operations and he is now using this expertise to help startups improve their customer service processes. In this conversatio…

1
Alistair Niederer - FormIGA - IAOP & GSA join forces for good in BPO and CX 22:25

2M ago22:25

22:25

FormIGA was launched in London in June this year. It's the Industry for Good Alliance for technology and business services and is a joint venture between the IAOP and the GSA. Alistair Niederer heads up the ESG initiatives for the GSA so he talked to Mark Hillary about what this new alliance is doing and how it is more than just another industry bo…

1
Stephen Peattie & Dan Castilla - Assessing BPO & CX From Fiji 28:09

2M ago28:09

28:09

Stephen Peattie is a Director at Kinetic GB and HybridWorkSmart. He is based near to Leicester, in the UK Midlands. Daniel Castilla is the co-founder and MD of Alliance BPO Services. He is based in Hermosillo, Sonora, Mexico. Daniel and Stephen both visited Fiji on a recent mission to explore current and potential BPO and CX services from Fiji. Fij…

1
Leigh Hopwood - CCMA - CX From The Buyer's Perspective 26:35

2M ago26:35

26:35

Leigh Hopwood is the CEO of CCMA (Call Centre Management Association) and Chair of the European Customer Contact Alliance. She is based in London, UK. Peter recently attended a CCMA event in Manchester focused on the buy-side - the companies that need to create their own CX team or buy in expertise from a specialist BPO. He called Leigh to talk abo…

1
Sandra Busby - Cnect Wales - 'Welcome to Wrexham' Could Lead To More CX in Wales 26:46

3M ago26:46

26:46

Sandra Busy is the Chief Executive Officer of Cnect Waies. Cnect Wales, (formerly The Welsh Contact Centre Forum), is Wales' premier networking organisation for business in Wales operating centralised services. They represent Wales and promote greater investment in BPO and CX in Wales. The British general election is taking place as this episode ar…

1
Alexandra da Silva Rodrigues - Generator & Freehand Hotels - Supporting Multilingual Customer CX In Hotels 23:50

3M ago23:50

23:50

Alexandra da Silva Rodrigues has many years experience designing and supporting CX in various major hotel groups. She is now the Global Head of Reservations and Customer Services at Generator & Freehand hotels. Alexandra is based in Barcelona, Spain. Mark Hillary called Alexandra to talk about CX in hotels generally, but with a focus on the multili…

1
Jack Roberts: Freehand Machine Embroidery Fine Artist 58:37

3M ago58:37

58:37

Dr. Jack Roberts, also known as JPR Stitch, is a fine artist specializing in freehand machine embroidery, creating stunning abstract shapes from dense, intricate webs of stitches. His art reflects the calmness and tranquility he experiences while stitching, making sewing his form of meditation. Jack shares insights into his artistic journey, curren…

1
Andreas Helland - Atender Group- Delivering Nordics CX From Málaga In Spain 23:09

3M ago23:09

23:09

Andreas Helland is the CEO & Co-Founder at Atender Group. He is based in Bergen, Norway. Atender Group is based in Norway, but has their main operational facility in Málaga, Spain. Andreas talked to Peter Ryan about how a company that mostly serves customers in the Nordics region manages to do this from a sunny location in Spain that is known to mo…

1
Stephen Loynd - TrendzOwl - AI And Innovation In The USA 43:00

3M ago43:00

43:00

Stephen Loynd is the founder and principal analyst at TrendzOwl. He is based in Virginia, close to Washington DC. Stephen has just published a new book this week. It's called "The Widening Turn: America & the Accelerating Sweep of Innovation." The book explores how new technologies, such as AI, are redefining work, culture, and our entire society. …

1
Erin Broecker - Teleperformance - Using Content To Learn More About CX 22:30

3M ago22:30

22:30

Erin Broecker is the Senior Director for Global Content Strategy at Teleperformance. She is based in Sacramento, California. Erin is focused on content. How it is created and how it is published. She is endlessly thinking about how people within our industry learn about CX strategies. Erin plans which organizations Teleperformance can work with to …

1
Michael Morrison - NCRI Inc - CX And BPO Trends In Canada 30:05

4M ago30:05

30:05

Michael Morrison is the Chief Revenue Officer at NCRI Inc. He is based in Toronto, Canada. Peter called Michael to talk about CX and BPO in Canada and how Canada has played a dual role as a nearshore BPO destination for the US as well as being an important market for customer service itself... come and listen to a discussion about the great white n…

1
Alison Holt: Freehand Machine Embroidery Landscapes 49:33

4M ago49:33

49:33

Alison Holt is a contemporary textile artist, teacher and author who combines silk painting and freehand machine embroidery to create beautiful landscapes and glimpses of the natural world. Alison shares how her career and art continues to evolve, as she looks for new challenges. Following new opportunities as well as ongoing marketing and visibiit…

1
Aymen Ismail - smart - Creating Smart Cars And Building Great Customer Relationships 30:40

4M ago30:40

30:40

Aymen Ismail is the Head of Customer Engagement Solutions at smart Europe GmbH. He is based in Stuttgart, Germany. The smart auto company was founded in Germany in 1994. The brand was originally famous for quirky small cars, such as the ForTwo. Now, the company is focused on EV production and battery technology. The auto industry is surfing an extr…

1
Seandette Wiltshire - The Contact Hub - CX and BPO Is Taking Off In Barbados 31:58

4M ago31:58

31:58

Seandette Wiltshire is the founder and director of strategy and operations at The Contact Hub. She is based in Christ Church, Barbados. The Contact Hub offers contact center and marketing services to companies in Barbados - and beyond. In this conversation with Peter Ryan, Seandette talks about creating a new BPO in Barbados and how the region is d…

1
Steve Mosser - Sensée - Flexible WFM & Total Footprint Optimization 29:54

4M ago29:54

29:54

Steve Mosser is the Group CEO & Chief Innovations Officer at Sensée. He is based in London, UK. Sensée is a work-from-home specialist, but has recently purhased The Contact Company, in Liverpool UK. This more or less doubled their size, but means they now offer both contact center and WFH options. In this conversation, Steve focuses on the evolutio…

1
CX Outsourcers Atlanta - Immediate Feedback From The Conference Floor 9:40

5M ago9:40

9:40

CXOutsourcers 2024 took place on May 1/2 in Atlanta, GA. Both Mark Hillary and Peter Ryan were at the event. Mark talked to some of the speakers and delegates about their thoughts on what they experienced and learned from the event. This podcast features: Stephen Loynd, Founder and Principal at TrendzOwl https://www.linkedin.com/in/stephenloynd/ Ro…

1
Caroline Hyde-Brown : Weaving Plant Material Into Textile Art 50:10

5M ago50:10

50:10

Caroline Hyde-Brown is a textile artist with a long-established career. Inspired by botanical research, she combines foraged plant material with a variety of textile art techniques to create fascinating weaves and vessels with fragile beauty. Combined with her purposeful art practice experience, Caroline shares plenty of wisdom on Stitchery Stories…

1
Chris Gillen - A Closer Look - CX With AI And Humans Working Together 13:53

5M ago13:53

13:53

Chris Gillen is the CEO of A Closer Look. He is based very close to Atlanta, GA, so the CX Outsourcers conference is a local event for him. In this conversation he gave Mark Hillary a preview of his CXO keynote speech on CX and AI and keeping humans in the loop https://www.linkedin.com/in/chrisgillen/ https://a-closer-look.com/ https://cxoutsourcer…

1
Alex Muñoz - Hispanic Media Center - The Complexity Of CX For The Hispanic Community In The USA 20:07

5M ago20:07

20:07

Alex Muñoz is CEO of the Hispanic Media Center in San Diego, CA. He is focused on advertising and marketing for the hispanic community in the USA. Alex talked to Mark Hillary from Mexico City about the importance of understanding the complex nature of the hispanic community in the US and not just assuming there is a broad need for an "English" cust…

1
Barry Winkless - Future of Work Institute - Creating Attractive Destinations For Talent 19:09

5M ago19:09

19:09

Barry Winkless is the Chief Strategy Officer at Cpl Group & Head of the Future of Work Institute. He is based in Dublin, Ireland. Barry is speaking at the CX Outsourcers conference in Atlanta on May 1/2. In this conversation with Mark Hillary he gives a preview of his keynote talk about making companies - and countries - more attractive locations f…

1
Paula Kennedy Garcia - CX Digital Delivery 14:14

5M ago14:14

14:14

CX Outsourcers Special Edition: For the next two weeks CX Files will be published on both Monday and Thursday giving previews of the talks that will be taking place in Atlanta at the CX Outsourcers conference on May 1/2... --- Paula Kennedy Garcia is an old friend of the CX Files. She has senior experience in several leading BPOs and is know as a l…

1
Alex Mead - Total CX - Bahrain For Nearshore And Offshore CX 27:15

5M ago27:15

27:15

Alex Mead is the CEO of Total CX. He is based in Bahrain. Alex is a long time friend of the CX Files and he has featured before talking about the need for better CX advice and expertise across the industry. In this discussion with Peter he is talking about Bahrain and the opportunity for this region to emerge as a nearshoring BPO destination... Bah…

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