Southeastern - Managing CX For A Railway And Building A Great CX Partnership
CX Files
In this discussion, Mark Hillary talks to Christine Heynes, Head of Customer Transformation, and Yvonne Quinn, Head of Customer Relations, at Southeastern Railway in the UK. Southeastern is the public-facing name of SE Trains Ltd - a train operating company that serves the south east area of England. Southeastern serves the main London stations of , , , , , and . The network has route mileage of 540 miles (870 km), with 180 stations. Christine and Yvonne explore the complexities of managing customer expectations on a major rail network and...
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Sidharth Mukherjee - Teleperformance - How CX Can Really Use Generative AI
CX Files
Sidharth Mukherjee is the Chief Digital Officer at Teleperformance. He is based in San Francisco, California. Sid is focused on all things digital and CX and in this conversation with Peter Ryan he talks about the explosion in interest in Generative AI in 2023 and how it can really be applied to improve the customer experience.
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Andrew McNeile - ThinScale - WFH Security And How Covid Changed BPO Forever
CX Files
Andrew McNeile is the Chief Customer Officer of ThinScale Technology. He is based in Dublin, Ireland. ThinScale enables remote and hybrid work using bring-your-own-device by ensuring that remote employees can connect securely. The company saw a boom as the pandemic forced office workers to work from home, but what does the situation look like now? Is WFH and hybrid here to stay in CX and BPO? Mark Hillary called Andrew at his base in Dublin to catch up and see how he thinks BPO will evolve...
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Sagufta Janif - Outsource Fiji - How Is A South Pacific Island Nation Succeeding At BPO?
CX Files
Sagufta Janif is the Executive Director of Outsource Fiji. She is based in Suva, Fiji. Fiji is located in the South Pacific, east of Australia and north of New Zealand. It is an island country with a population of approximately one million people, but Fiji has been punching above its weight in CX and BPO. What is Fiji offering and why are so many companies interested in BPO from Fiji? Peter Ryan called Sagufta at her base in Suva to explore these questions.
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Chris Hague - Yoummday - Is Traditional BPO Dead Or Just Evolving?
CX Files
Chris Hague is the head of marketing at Yoummday. He is based in Prague in the Czech Republic. Yoummday is based in Germany and offers a platform-based approach to CX that resembles the GigCX we have often talked about on CX Files, but in the interview Chris explains how Yoummday differs from the classic gig approach. Mark Hillary called Chris after reading an article Chris published asking if the traditional BPO model - contact center and customer service employees - is dead... Chris argues that there is a more positive and flexible future where agents can choose the brands they are working...
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Nerys Corfield - Injection Consulting - What's Going Wrong With Digital CX?
CX Files
Nerys Corfield is the founder and director of Injection Consulting. She is based in South Wales, close to Newport. Nerys posted on LinkedIn recently about how a retail bank is using digital non-voice customer service channels - it wasn't a compliment. Peter called Nerys to discuss why so many organisations are getting voice right, but are not paying attention to chat, email, and texting... why are so many companies dropping the ball when it comes to digital channels?
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Dianne McCoubrey - Grypp - The Future For Video In Customer Service Interactions
CX Files
Dianne McCoubrey is the VP of Sales at Grypp. She is based in Toronto, Canada. Grypp helps customer service agents to get closer to customers by providing an immersive video experience. In this conversation, between Mark Hillary and Dianne, the CX Files explores how video can be used to improve customer service interactions. Why is it not used more often today and can it be more than just a video call between a customer and agent?
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Mike Butler & David Neale - Nutun CX - When ESG And CSR Lead To A Dramatic Improvement In CX
CX Files
David Neale is the Chief Growth Officer at Nutun CX. Mike Butler is the Executive Director of Sales and Marketing at Nutun CX. David and Mike are both based in the UK, but Nutun operations are in South Africa. Every BPO says that they do Corporate Social Responsibility (CSR). Every annual report features an update on Environmental, Social, and corporate Governance (ESG) these days... but are BPOs and clients really taking this seriously? The team at Nutun believes that their approach raises the bar. It involves employees and clients and they can see a dramatic improvement in employee...
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Diane Edwards - Mona School of Business & Management - Data Protection In Jamaica
CX Files
Diane Edwards is Director of the consulting and professional services unit at the Mona School of Business & Management in Kingston, Jamaica. Diane has a long history in BPO management and promotion and she led JAMPRO, the Jamaican trade and investment agency for over 9 years, until 2022. In this CX Files episode, Peter Ryan talks with Diane about the compliance implications of the Jamaican Data Protection Act 2020. This law comes into force on December 1, 2023 and many companies are still not ready. Is this a Caribbean and nearshore version of the rush for GDPR compliance we all saw...
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Michele Rowan - WFH Alliance - Is WFH And Hybrid Now Permanent In CX And BPO?
CX Files
Michele Rowan is the founder and president of the Work From Home Alliance. She is based in Virginia in the US. The CX Files talked to Michele over two years ago in 2021. At that time we were leaving the worst period of the pandemic - the lockdowns were over and a vaccine was just starting to roll out. Michele then predicted that WFH and hybrid working would remain a permanent feature of BPO and CX. The new normal would include WFH. Mark Hillary caught up with Michele to see what the WFH Alliance has been doing in the past two years and what Michele thinks of her prediction from 2021. Michele...
info_outlineSara Sloman is the Director of Future Fleet at Paythru. Sara is based in the UK.
Sara's role is to imagine the future of the Electric Vehicle (EV) market - in particular for fleet users. She is focused on designing infrastructure, software, and payment systems that can make life easier for EV users - especially when out on the road and requiring a public charging station.
In this episode, Peter Ryan talks to Sara about the CX requirements for EV users and how the market is developing.