CX Files

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 be explains how LiveXchange handled the crisis and actually grew their business during the past few months. https://livexchange.com/ https://www.linkedin.com/in/brianpritchard/

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 human agents may be the transformation that will change the industry in 2021. https://www.linkedin.com/in/robin-hoekstra-59a54213/ https://www.outworx.co.za/

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 the new white paper. https://www.linkedin.com/in/philjonesosp/ http://teleperformance.com/

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 as a response to the Covid-19 coronavirus pandemic. https://www.linkedin.com/in/kathyjuve/ https://www.concentrix.com/

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 closely linked to the games industry so in this interview we focus on exploring how the CX marketplace works, how gaming companies are calculating the ROI of their CX spend, and how Jerry thinks CX will look in the new normal after covid-19. https://www.linkedin.com/in/jerryleisure/ https://www.officiumlabs.io/

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 Peter talks about the research and the top 5 locations... use the links to access the research. https://ryanadvisory.com/ https://www.linkedin.com/in/peter-ryan-montreal/

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 this episode he talks about the path to a new normal for customer service. https://www.linkedin.com/in/aniederer/ https://www.embergroup.co.uk/

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 me (Mark Hillary) and is just a taster of the full interview. Follow these links to hear the complete conversation: https://rodjones.co.za/covid-19/ https://youtu.be/2b3r-SCB5Hc