CX Files

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. It also includes many observations on CX and how companies need to entirely reshape their relationship with customers. Stephen talked to Mark about the new book and his belief that we are entering into a new industrial revolution. https://www.linkedin.com/in/stephenloynd/ https://www.trendzowl.com/ https://www.amazon.com/Widening-Turn-America-Accelerating-Innovation-ebook/dp/B0D673PRSW/

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 create greater insights into the industry and how the company can publish this information. Erin talked to Peter Ryan about content creation and how to use networks like LinkedIn to publish it for a global audience. https://www.linkedin.com/in/erin-b-411150a/ www.teleperformance.com

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 north! 🇨🇦🍁 https://www.linkedin.com/in/michael-morrison-9961052/ https://www.linkedin.com/company/nrci-inc/ https://ncri.com/

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 extreme wave of change at present. Electric vehicles, autnomous vehicles, retail purchasing, leasing... change in the traditional dealer-focused business model is all around. This also changes how customers build a relationship with auto brands. In this conversation, Peter Ryan talks to Aymen about the modern auto business and how to serve the day-to-day needs of customers alongside building long-term relationships. https://www.linkedin.com/in/aymenismail/ https://media.smart.com/eu

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 developing a growing reputation for the quality of CX services. https://www.linkedin.com/in/seandette/ https://gocontacthub.net/

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 evolution of workforce management and flexible working patterns, why this is good for the clients and the agents, and how to create flexibility while still investing in agents - rather than creating a casual workforce. https://www.linkedin.com/in/steve-mosser-77136712/ https://www.sensee.co.uk https://newsblog.sensee.co.uk/sensee-creates-a-powerhouse-in-uk-based-cx-outsourcing-with-purchase-of-the-business-of-the-contact-company/

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/ Rod Jones, Founder Rod Jones Contact Center Consulting https://www.linkedin.com/in/rodjonessouthafrica/ Yanique Grant, MD of Professional Training and Occupational Services Ltd. (PTOS) https://www.linkedin.com/in/yaniquewagrantcx/ Tyler Ashby, COO of Agents Only https://www.linkedin.com/in/tyler-ashby-agentsonly/ Neil Sturrock, Global Customer Support Director Wave Mobile Money https://www.linkedin.com/company/wavemm/ https://www.linkedin.com/in/neils74/

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://cxoutsourcers.com/

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" customer experience and another in "Spanish"... Alex will be talking about this in more detail at the CX Outsourcers conference in Atlanta on May 1/2. This conversation is a short preview where Alex talks about his forthcoming talk with the CX Files... https://www.linkedin.com/in/alex-munoz-media-sales/ https://hispanicmediacenter.com/ https://cxoutsourcers.com/

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 for investment and improving the ability to attract talented people. https://www.linkedin.com/in/barry-winkless-7357094/ https://www.cpl.com/ie https://cxoutsourcers.com/