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Stephen Loynd - What Is The Metaverse And Why Does It Matter For CX?

CX Files

Release Date: 09/29/2022

Leigh Hopwood - CCMA - CX From The Buyer's Perspective show art Leigh Hopwood - CCMA - CX From The Buyer's Perspective

CX Files

Leigh Hopwood is the CEO of CCMA (Call Centre Management Association) and Chair of the European Customer Contact Alliance. She is based in London, UK. Peter recently attended a CCMA event in Manchester focused on the buy-side - the companies that need to create their own CX team or buy in expertise from a specialist BPO. He called Leigh to talk about the event and to discuess what buyers are really looking for when they are in the market for CX and BPO services...  

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Sandra Busby - Cnect Wales - 'Welcome to Wrexham' Could Lead To More CX in Wales show art Sandra Busby - Cnect Wales - 'Welcome to Wrexham' Could Lead To More CX in Wales

CX Files

Sandra Busy is the Chief Executive Officer of Cnect Waies. Cnect Wales, (formerly The Welsh Contact Centre Forum), is Wales' premier networking organisation for business in Wales operating centralised services. They represent Wales and promote greater investment in BPO and CX in Wales. The British general election is taking place as this episode arrives on July 4th so Peter talked to Sandra about this specfic region of the UK that has recently been enjoying far more global attention thanks to the Disney+ TV show "Welcome to Wrexham", which explores the success of Wrexham  foorball...

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Alexandra da Silva Rodrigues - Generator & Freehand Hotels - Supporting Multilingual Customer CX In Hotels show art Alexandra da Silva Rodrigues - Generator & Freehand Hotels - Supporting Multilingual Customer CX In Hotels

CX Files

Alexandra da Silva Rodrigues has many years experience designing and supporting CX in various major hotel groups. She is now the Global Head of Reservations and Customer Services at Generator & Freehand hotels. Alexandra is based in Barcelona, Spain. Mark Hillary called Alexandra to talk about CX in hotels generally, but with a focus on the multilingual challenges this presents when supporting customers across many different European countries.

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Andreas Helland - Atender Group- Delivering Nordics CX From Málaga In Spain show art Andreas Helland - Atender Group- Delivering Nordics CX From Málaga In Spain

CX Files

Andreas Helland is the CEO & Co-Founder at Atender Group. He is based in Bergen, Norway. Atender Group is based in Norway, but has their main operational facility in Málaga, Spain. Andreas talked to Peter Ryan about how a company that mostly serves customers in the Nordics region manages to do this from a sunny location in Spain that is known to most Europeans as a vacation destination.  

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Stephen Loynd - TrendzOwl - AI And Innovation In The USA show art Stephen Loynd - TrendzOwl - AI And Innovation In The USA

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.  ...

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Erin Broecker - Teleperformance - Using Content To Learn More About CX show art Erin Broecker - Teleperformance - Using Content To Learn More About CX

CX Files

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.  

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Michael Morrison - NCRI Inc - CX And BPO Trends In Canada show art Michael Morrison - NCRI Inc - CX And BPO Trends In Canada

CX Files

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! 🇨🇦🍁

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Aymen Ismail - smart - Creating Smart Cars And Building Great Customer Relationships show art Aymen Ismail - smart - Creating Smart Cars And Building Great Customer Relationships

CX Files

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...

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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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Stephen Loynd is an old friend of CX Files. Both Mark and Peter have know him for many years. He is the founder of TrendzOwl, based in Arlington, VA, and is well known as a speaker and deep thinker on the future of CX. Before running his own advisory firm, Stephen was a senior analyst at Frost & Sullivan, focused on CX.

Stephen was speaking about the future of customer channels at the recent CX Outsourcers event in Las Vegas and he touched on the development of the Metaverse so Mark called him for a deep dive into what it is and why it matters for companies planning a customer service strategy...

https://www.trendzowl.com/

https://www.linkedin.com/in/stephenloynd/