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William Carson - Ascensos - Planning For CX After Covid

CX Files

Release Date: 01/27/2022

Seandette Wiltshire - The Contact Hub - CX and BPO Is Taking Off In Barbados show art Seandette Wiltshire - The Contact Hub - CX and BPO Is Taking Off In Barbados

CX Files

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.  

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Steve Mosser - Sensée - Flexible WFM & Total Footprint Optimization show art Steve Mosser - Sensée - Flexible WFM & Total Footprint Optimization

CX Files

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.    

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CX Outsourcers Atlanta - Immediate Feedback From The Conference Floor show art CX Outsourcers Atlanta - Immediate Feedback From The Conference Floor

CX Files

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 Rod Jones, Founder Rod Jones Contact Center Consulting Yanique Grant, MD of Professional Training and Occupational Services Ltd. (PTOS) Tyler Ashby, COO of Agents Only Neil Sturrock, Global Customer Support Director Wave Mobile Money

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Chris Gillen - A Closer Look - CX With AI And Humans Working Together show art Chris Gillen - A Closer Look - CX With AI And Humans Working Together

CX Files

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    

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Alex Muñoz - Hispanic Media Center - The Complexity Of CX For The Hispanic Community In The USA show art Alex Muñoz - Hispanic Media Center - The Complexity Of CX For The Hispanic Community In The USA

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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... ...

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Barry Winkless -  Future of Work Institute - Creating Attractive Destinations For Talent show art Barry Winkless - Future of Work Institute - Creating Attractive Destinations For Talent

CX Files

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.  

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Paula Kennedy Garcia - CX Digital Delivery show art Paula Kennedy Garcia - CX Digital Delivery

CX Files

CX Outsourcers Special Edition: For the next two weeks CX Files will be published on both Monday and Thursday giving previews of the talks that will be taking place in Atlanta at the CX Outsourcers conference on May 1/2... --- Paula Kennedy Garcia is an old friend of the CX Files. She has senior experience in several leading BPOs and is know as a leader in CX innovation and new delivery models. Paula is based in Belfast. In this conversation with Mark Hillary she talks about her planned talk on digital CX to the CX Outsourcers conference in Atlanta on May 1/2. Unfortunately, Paula has had to...

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Alex Mead - Total CX - Bahrain For Nearshore And Offshore CX show art Alex Mead - Total CX - Bahrain For Nearshore And Offshore CX

CX Files

Alex Mead is the CEO of Total CX. He is based in Bahrain. Alex is a long time friend of the CX Files and he has featured before talking about the need for better CX advice and expertise across the industry. In this discussion with Peter he is talking about Bahrain and the opportunity for this region to emerge as a nearshoring BPO destination... Bahrain may not have been on your radar before, but listen to Alex and it may well be! 

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Nirali Amin - LivePerson - The State Of Customer Conversations And The AI Gap show art Nirali Amin - LivePerson - The State Of Customer Conversations And The AI Gap

CX Files

Nirali Amin is the SVP Global Solutions and Success at LivePerson. She is based in the US. LivePerson recently published a report focused on the state of customer conversations and the emerging "AI gap" between the willingness of customers to use and accept AI customer service solutions and the willingness of executives to roll out these solutions. This gap points to a bigger picture that is focused on the digital transformation of customer service processes. Mark Hillary called Nirali to talk about the research and the bigger picture for tech solutions in customer service today. State of...

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Chris Hague - yoummday - CCW Berlin Feedback And The Future Of CX show art Chris Hague - yoummday - CCW Berlin Feedback And The Future Of CX

CX Files

Chris Hague is the head of marketing at yoummday. He is based in Prague, in the Czech Republic. Chris was at the recent CCW conference in Berlin and he posted some of his thoughts online about his views on the future of BPO - based on the conference trends. In this conversation with Mark Hillary, Chris explores some feedback from the CCW conference and also asks what the BPO or CX specialist of the future needs to look like? Chris talks about the discussion in Berlin affecting all professional jobs - how do we plan CX if employees want more control over where and when they work and which...

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More Episodes

Episode 200 of CX Files and we are talking to the person who gave this show it's name, William Carson, Director of Market Engagement at Ascensos in London, UK.

William talks about the post-covid Ascensos Local initiative and how to plan for the future of CX more generally.

https://www.linkedin.com/in/william-carson-ascensos/

https://www.ascensos.com/