CX Files

Andrew McNeile is the Chief Customer Officer of ThinScale Technology, based in Dublin, Ireland. ThinScale was recently mention on this podcast by Michael DeSalles of Frost & Sullivan. This episode is a follow-up and asks why BPOs are buying and shipping millions of dollars worth of laptops when they could use BYOD? www.linkedin.com/in/amcneile/ www.thinscale.com

Pratik Salia is the Senior Product Marketing Manager at Knowmax, based in Gurgaon, India. Knowledge Management is becoming a strong CX differentiator and Pratik has a unique insight with his product being used now in over 30 countries. In this discussion with Peter Ryan he explores the importance of KM to CX. https://www.linkedin.com/in/pratiksalia/ https://knowmax.ai/

Michael DeSalles is a Principal Analyst on the North American Customer Care team at industry analyst firm Frost & Sullivan. He recently published a paper exploring how the BPO and CX industry is reacting to the Covid-19 pandemic. In the podcast, he talks about this article and the CX road into 2021. https://www.linkedin.com/in/michael-desalles-82519114/ https://www.frost.com/

Nearshoring has been a popular CX and BPO option for many years, but what about super-nearshoring from the border between the US and Mexico. Is there an advantage to be working right on the border? Hosted by Peter Ryan and featuring Jason Heil, Co-founder and VP of Business Development at Redial BPO and Anny Serrano, CEO, OneStar Solutions Inc https://www.linkedin.com/in/jason-heil-56988616/ https://redialbpo.com/ https://www.linkedin.com/in/anny-serrano-848b3025/ https://www.yourstarsource.com/ https://www.linkedin.com/in/peter-ryan-montreal/

In this episode we will hear from two BPO leaders focused on how the Philippines is recovering from the Covid-19 pandemic. Don Berryman is the Executive Vice President and Chief Commercial Officer of Transcom North America. Mike Lytle, is the COO of Teleperformance in the Philippines https://www.linkedin.com/in/mike-lytle/ https://teleperformance.com/ https://www.linkedin.com/in/don-berryman/ http://transcom.com/ https://www.linkedin.com/pulse/can-india-philippines-still-lead-global-bpo-when-wfh-hillary-em-/ https://www.intelligentsourcing.net/how-has-the-pandemic-affected-contact-centres-in-the-philippines/

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 changes we might expect in retail as we enter the post pandemic next normal http://bit.ly/emeliehe http://mckinsey.com/

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-03229428/ https://www.xzakt.com/ https://www.transcom.com/en

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 retail brands can get closer to their customers in a post-covid environment. https://teleperformance.com/ https://www.linkedin.com/in/stephaniemillner/

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/in/peter-ryan-montreal/

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://www.carnabysp.com/