CX Files

It's that time of year again - the 2023 Ryan Strategic Advisory Front Office CX Omnibus Survey is being revealed by Peter live in Poland at exactly the same time as this episode drops - so if you are downloading this on April 20th 2023, then you are one of the first to hear the results! Which are the most favoured offshoring locations around the world for CX and BPO? This is probably the largest annual study in the industry and is updated annually. In this episode, Peter explains how the research was conducted, what it means, and where are the top 5 global locations that are seen as the best for CX services? https://ryanadvisory.com/ https://www.linkedin.com/in/peter-ryan-montreal

Call that a CX strategy? No mate, this is a CX strategy...! Anyone who follows Peter knows that he loves 80s pop culture so we can't avoid a reference to Paul Hogan here because this week CX Files is going down under. Peter talked to Simon Kriss - a CX veteran based in Melbourne - about what's happening in BPO and CX in Australia. https://www.linkedin.com/in/simonkriss/ https://www.auscontact.com.au/member-services/membership-categories-and-fees

Johan Steyn is a Human-Centered Artificial Intelligence advocate and thought leader. He was recognised by Swiss Cognitive as one of the top 50 global voices on AI. He is a Research Fellow at the School of Data Science and Computational Thinking at Stellenbosch University and an Adjunct Professor at the School of Business at Woxsen University. Johan is based in Johannesburg, South Africa. Mark Hillary talked to Johan about the sudden attention on generative Artificial Intelligence, such as ChatGPT, and what it could mean for the customer experience. Will contact centers be replaced? Will the remaining human agents become super agents? Is this finally the end of the FAQ? Listen to Mark and Johan talk about AI, ChatGPT, and how these emerging technologies could reshape the customer experience. www.aiforbusiness.net https://www.linkedin.com/in/johanosteyn/ https://swisscognitive.ch/

Kirk Laughlin is the Founder and Chief Analyst at Nearshore Americas. He is based in Connecticut in the US. Nearshore Americas is the definitive authority on knowledge service exports across the Caribbean and North, Central and South America. Kirk recently hosted the CrossConnect Forum in London. This event was focused on introducing many Caribbean destinations to a British and European audience. Peter Ryan talked to Kirk about the forum and the opportunity for non-US companies to take a closer look at the Caribbean region for CX and BPO. https://www.linkedin.com/in/kirklaughlinmanagingdirector/ https://nearshoreamericas.com/ https://crossconnectforum.com/

Chandni Bhatt is the Senior UK Manager for Member Happiness at Beauty Pie. She is based close to London in the UK. Beauty Pie is a member and subscription-based service offering cosmetics and beauty products to customers in the UK and US. In this discussion with Peter Ryan, Chandni talks about how D2C customer realtionships work and how to deliver great service within a member-based organisation. https://www.linkedin.com/in/chandnib157/ http://www.beautypie.com/

Matt Sims is the President EMEA at Alorica. He is based in the UK. Headquartered in the US, Alorica has recently been leaning into Europe so Mark Hillary called Matt to explore the differences between the European and American CX markets and how economic uncertainty may affect CX and BPO strategies. https://www.linkedin.com/in/matthew-sims-7892542/ https://www.alorica.com/

Stuart Knight is a technology executive with over 25 years experience leading multiple organizations in CIO and CTO roles. He is on the Leadership Team at flōswitch and he is based in Cardiff, Wales. In this conversation with Peter Ryan, Stuart talks about the issues of technology redundancy and how BPOs need to address these issues if they want to optimize costs. With a possible recession looming, it's time to take a look at your systems and decide what needs to go. https://floswitch.com/ https://www.linkedin.com/in/stuart-knight-tech-exec/ NOTE: This episode was originally released on March 9th, but was released again a few days later to fix a problem in the episode meta-data.

Nathan Muniz is the founder of 247SECRETARY.COM. He is based in Ocala, Florida. 247SECRETARY.COM is a BPO that works with agents in the Philippines. Nathan has worked hard to specifically make his team a valued part of the local community in a great example of impact sourcing in one of the most popular destinations for offshore CX. In this interview, Nathan talks to Peter Ryan about how he started the company and why he is so focused on the community and making a difference. https://www.linkedin.com/in/247seretary/ https://247secretary.com/contact

Marianne Rutz is the founder of Rutz Consulting. She has a long track record of advising BPO and customer service operations and she also hosts the popular Operational Excellence Podcast. She is based in Scotland. Peter Ryan heard an episode of Operational Excellence focused on the topic 'Where is your CX going wrong?' The episode focused on why companies keep making the same mistakes so he called Marianne to ask about how to avoid these CX breakdowns. https://www.linkedin.com/in/marianne-rutz/ https://rutzconsulting.com/ https://podcasts.apple.com/gb/podcast/the-operational-excellence-show/id1499082914

Imagine if you were defined by the worst mistake you made for the rest of your life And denied of opportunity, growth and personal success at every turn. That's how it is today for more than 200,000 incarcerated women in the United States. They, like all of us, made a mistake. Only their lapse in judgment came with a different consequence. Televerde has a unique business model. They create opportunities for incarcerated women to train for and then work in CX jobs. They help incarcerated women transition back into society by allowing them to transfer into a Televerde center as their sentence is completed. Michelle Cirocco is the Chief Impact Officer at Televerde and CEO of the Televerde Foundation - based in Phoenix, Arizona. She talked to Peter Ryan about how Televerde has taken an unusual approach to locating new talent - an approach that gives people a chance to rebuild their life. It's great for the individuals that get a chance to train and be employed again, but it's also great for clients of Televerde as they can access a pool of highly motivated talent - just as it is getting harder and harder to locate and hire people. https://www.linkedin.com/in/michellecirocco/ http://www.televerdefoundation.org/ https://televerde.com/about/our-model/