Best CX Consultant Podcasts (2024)

1
The one with the AgileCX - Lauren Feehrer Founder and President of LoyaltyCraft Consulting E182 33:44

6h ago33:44

33:44

🎤🎞️A quicker way to tangible results with Customer Experience “The one with the AgileCX” with Lauren Feehrer Founder and President of LoyaltyCraft Consulting in CX Passport Episode 182🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 3:01 Lauren's transition from software implementation to customer experience 7:18 The concept of "Agile CX" and…

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
Graham Brown - Alorica - Using AI To Offer CX In Any Language 24:29

1h ago24:29

24:29

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 …

1
The one where emotions drive experiences - Ariana Bucio COO at BP Gurus E183 32:30

15h ago32:30

32:30

🎤🎞️Emotions are the heartbeat of every experience “The one where emotions drive experiences” with Ariana Bucio Chief Operating Officer at BP Gurus in CX Passport Episode 183🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:15 Injecting humanity into IT Services 5:45 The human approach to the service desk 9:04 XLAs instead of SLAs (What are X…

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

22m 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
The one with CX in Ghana - Kojo Hayford, Founder CEO at eSAL E181 33:38

29d ago33:38

33:38

🎤🎞️A new CX Passport country! “The one with CX in Ghana” with Kojo Hayford, Founder CEO at eSAL LLC in CX Passport Episode 181🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 1:22 The state of customer experience in Ghana and Africa 5:16 Understanding cultural and linguistic diversity in Africa 9:27 Opportunities in content management and mod…

1
The one with the total experience - Robby Cloninger VP Consulting, Digital Experience at FPT Software E180 39:08

24d ago39:08

39:08

🎤🎞️Don’t focus on just one piece of the experience in “The one with the total experience” with Robby Cloninger Vice President of Consulting, Digital Experience for episode sponsor FPT Software in CX Passport Episode 180🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 3:03 Digital transformation and breaking silos to improve experience 9:31 Al…

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

1M 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
The one with the catalyst (not crusader) - Megan Burns Founder Experience Enterprises E179 34:21

1M ago34:21

34:21

🎤🎞️How to ACTUALLY create impact “The one with the catalyst (not crusader)” with Megan Burns Founder Experience Enterprises in CX Passport Episode 179🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:26 Going from customer rhetoric to ACTION 6:42 Different generations approach to technology 9:27 Don’t prove the ROI of CX? 16:45 Experience le…

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
The one where he unifies CX - Adam Powers CX #OpenToWork E178 31:23

1M ago31:23

31:23

🎤🎞️This month’s CX #OpenToWork seeker in “The one where he unifies CX” with Adam Powers in CX Passport Episode 178🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:06 Unifying CX design across various aspects and industries 4:00 Improving customer experience through unification and collaboration 11:43 Customer Experience pushback and testing…

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
The one with the customized resiliency kit - Sangeetha Rai VP Customer Success Northwestern Mutual E177 38:08

2M ago38:08

38:08

🎤🎞️AI will require employee resilience “The one with the customized resiliency kit” with Sangeetha Rai Vice President Customer Success at Northwestern Mutual in CX Passport Episode 177🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:34 Employee resilience in face of AI-driven change 7:39 AI's role in customer service, balancing digital solu…

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
The one with the epochal growth - Sarah Caminiti Head of US Customer Service at abcam E176 36:54

2M ago36:54

36:54

🎤🎞️This episode gets DEEP and REAL in “The one with the epochal growth” with Sarah Caminiti Head of US Customer Service at abcam in CX Passport Episode 176🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 1:27 What is Epochal Growth? 3:11 The purpose of leadership in customer experience 5:48 How to create the RIGHT kind of CX team 11:00 Why is…

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
The one with the hidden customer revenue - Anita Toth | The Hidden Revenue Hunter E175 32:56

2M ago32:56

32:56

🎤🎞️We’re going on a treasure hunt “The one with the hidden customer revenue” with Anita Toth | The Hidden Revenue Hunter in CX Passport Episode 175 🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 1:49 - Anita's Origin Story in CX 4:21 - Addressing Cost-Cutting and Hidden Revenue 6:54 - Impact of Cost-Cutting on Customer Experience 8:35 - Tac…

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
The one with the CX tasting menu - Courtney LeBlanc CX #OpenToWork E174 31:21

2M ago31:21

31:21

🎤🎞️This month’s CX #OpenToWork seeker knows CX gets to influence all parts of the business in “The one with the CX tasting menu” with Courtney LeBlanc in CX Passport Episode 174🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 4:19 What draws you to Customer Experience? 7:30 Creating CX customers want 13:35 How does Customer Experience create …

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
The one with the CX maven - Sarah Hatter CX Maven & Creator of ElevateCX E173 37:43

3M ago37:43

37:43

🎤🎞️A high energy, high community, high wisdom episode “The one with the CX maven” with Sarah Hatter CX Maven & Creator of ElevateCX in CX Passport Episode 173🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:45 Sarah's CX origin story 6:46 Importance of Training in CX 9:14 Challenges in CX Industry 16:00 Community power improving Customer Ex…

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
The one with the Severance TV lessons - Michael Mattson Chief Empathy Officer at Walk A Mile E172 32:18

3M ago32:18

32:18

🎤🎞️Why live in two worlds? “The one with the Severance TV lessons” with Michael Mattson Chief Empathy Officer at Walk A Mile CX in CX Passport Episode 172🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 1:52 The personal and emotional of insurance 6:28 Emotional Intelligence 8:56 Personal Growth 13:17 Customer Culture in Operational Companies…

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
The One Where Chatbots Aren't Enough - Lisa Eyer Head of Client Experience and Business Insights E171 29:05

3M ago29:05

29:05

🎤🎞️Don’t rely on them alone “The One Where Chatbots Aren't Enough” with Lisa Eyer Head of Client Experience and Business Insights in CX Passport Episode 171🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:24 Individuals or Personas? 5:30 Using contact center as customer insights center 9:45 CHIEF and the impact on women’s careers 13:14 1st …

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

4M 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
The one where he just fixes it please - David Balko CX #OpenToWork E170 34:09

4M ago34:09

34:09

🎤🎞️The month’s CX #OpenToWork seeker in “The one where he just fixes it please” with David Balko in CX Passport Episode 170🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 2:20 Why Customer Experience? 4:00 You can only sell a bad product once 6:10 David’s past creating desired experiences for VW 10:00 Buying a car is like Wimbledon? 15:17 Wh…

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

4M 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
The one with real CX research - Nicole Kyle Managing Director CMP E169 32:02

4M ago32:02

32:02

🎤🎞️Customers, Self Service, AI, oh my! “The one with real CX research” with Nicole Kyle Managing Director CMP in CX Passport Episode 169🎧 What’s in the episode?... CHAPTERS 0:00 Introduction 1:48 Origins of Nicole’s curiosity 4:40 Why focus on customer experience research? 7:00 More human psychology in customer experience 8:45 Why don't customers u…

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
The one with CX automation - Jasen Williams Global VP Corporate Marketing Verint E168 32:35

4M ago32:35

32:35

🎤🎞️Get real results and separate hype from reality “The one with CX automation” with Jasen Williams Global VP Corporate Marketing for episode sponsor Verint in CX Passport Episode 168. What’s in the episode?... CHAPTERS 0:00 Introduction 2:26 Power of storytelling in business 6:13 AI allows cost cutting AND better customer experience 10:18 Balancin…

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…

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