Beza Tekola - Suture BPO - Improving The Patient Experience In Healthcare
CX Files
Beza Tekola is a doctor. She is a gastroenterologist based in Fairfax, Virginia. Beza founded Suture BPO to help manage the back office processes within healthcare organizations. In this conversation with Peter Ryan, Beza talks about why healthcare needs BPO expertise and what is especially important about the healthcare industry.
info_outline
Jon Yarlett - Impact Sourcing Alliance - The Role of Impact Sourcing In BPO and CX
CX Files
Jon Yarlett is the founder and COO of Intelligent Sourcing magazine. He recently founded a new trade association focused on impact sourcing titled the Impact Sourcing Alliance. The role of the new alliance is to support the education and information sharing of Impact Sourcing globally across the broad BPO and CX community. Jon is an old friend of CX Files and has often published articles by Peter and Mark in his magazine. In this discussion with Peter he explores why impact sourcing has become so important to the CX community and what the new alliance hopes to...
info_outline
Cheryl Paarwater - Call-Lab BPO - Confidence in South Africa BPO
CX Files
Cheryl Paarwater is the founder and Managing Director of Call Lab BPO - based in Cape Town, South Africa. Cape Town faced a recent wave of violence during a series of taxi strikes. Peter called Cheryl to find out what's really happening and why we should still have confidence in CX services from South Africa.
info_outline
CX Files Is Back Tomorrow!
CX Files
This is just a short alert to let you know that CX Files will be back from our summer break tomorrow - remember to tell your friends and contact Peter Ryan or Mark Hillary if you have ideas or questions for the show...
info_outline
CX Files Is Taking A Summer Break - Back In September!
CX Files
For 280 episodes Mark and Peter have always ensured there is a new CX Files episode every single week. However, as it is a very quiet time of year we decided this year that it's not fair on our guests to ask them to appear when few are listening. We will be back in the first week of September - see you then! If you are taking a summer break then have a great time (it's winter here in Brazil!) Mark Hillary and Peter Ryan
info_outline
Alistair Niederer - NeedleRock - The Truth About ESG And BPOs
CX Files
Alistair Niederer is well known on the CX Files - he was a guest just a few months ago, but was invited back as he has now changed role and he published an important new white paper on ESG. Most leaders are now concerned about their Environmental, Social, and corporate Governance (ESG) measures - but are they really focusing on change or just how to score well in the audits? Alistair has been focused on exploring ESG in CX and BPO and he talks about his recent research in this episode. BPO Guide to ESG
info_outline
CX FILES JULY Q&A - Mark Hillary & Peter Ryan
CX Files
It's the first CX Files Q&A session with Mark Hillary and Peter Ryan. Listen in to hear Mark and Peter answer audience questions and talk about the latest industry trends and news. In this discussion Mark and Peter talk about: Why are IVRs so bad? Will AI drastically reduce agent numbers? What are the latest trends in WFH? Was Queen at Wembley 1986 the best concert movie ever? Tribute to our friend Dominic Pannell
info_outline
Keith Gait - CX Foundation - Definitely CX 📚
CX Files
Keith Gait is the CEO of the CX Foundation. He is based in the UK. The CX Foundation publishes research, blogs, a podcast, and hosts many different events focused on CX. Member organisations are drawn from across the industry. In this discussion Keith talks about the work of the CX Foundation, his new book "Definitely CX", and looks to the future of CX - managing the cost of living crisis and predicting how the role of the agent may be about to change.
info_outline
Caskey Ndaba - Momentum Metropolitan Insurance - CX & Insurance In Africa
CX Files
Caskey Ndaba is the Executive Head: Channel And Distribution at Momentum Metropolitan Insurance Africa. Both Caskey and Momentum Metropolitan are based in Johannesburg, South Africa. For this interview Caskey was on the road so Peter Ryan called him in Windhoek, Namibia. Caskey talked about the challenges of building customer relationships in insurance when many customer interactions are difficult - for example, processing claims. He also talks about the differences in nuance between regions across Africa. How and why are customers different in each market?
info_outline
Audrey William - Ecosystm - Listening To Customers And Using Data To Create Better Insights
CX Files
Audrey William is the Principal Adviser at Ecosystm - she is based in Sydney Australia. In this conversation with Mark Hillary, Audrey talks about how companies can listen to their customers more effectively. This especially applies to collecting and using data more effectively to create insight into what their customers need.
info_outlineNadia Pace is a board advisor and executive mentor - she holds non-executive positions on several corporate boards. She is based in Malta.
As a former CEO and with extensive CX experience, Nadia often advises on how to create success in the CX environment so Peter called to ask for her top advice.
https://www.linkedin.com/in/nadia-pace-13513618/