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

CX Files

Release Date: 09/29/2022

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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Rod Jones - Rod Jones - "75 Not Out" And Looking Back At Half A Century Of CX

CX Files

Rod Jones is a legend in the CX industry. Based in Johannesburg, South Africa, Rod is now a speaker, trainer, and coach - focusing his experience of contact centers and CX on the next generation of managers. Rod was 75 a few days back and he started his first business in 1972 - so he has experienced CX and customer service processes up close, or as an advisor, for over half a century. There are very few people in the industry with this level of experience so Mark Hillary and Peter Ryan called Rod to wish him a happy birthday and to ask for some background on how he started out and what has...

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Matt Kendall - BPO Bullhorn - A New Newsletter For The BPO & CX Community show art Matt Kendall - BPO Bullhorn - A New Newsletter For The BPO & CX Community

CX Files

Matt Kendall founded Cognitive Copy, a B2B copywriting and ghost-writing specialist. He is based in Madrid, Spain. He recently launched a newsletter focused only on the BPO and CX community called BPO Bullhorn...  Mark Hillary called Matt to talk about BPO Bullhorn and why newsletters are still a useful way to build a community. Matt also reminded Mark that he has been on the podcast back in 2021 - Mark forgot this during the introduction! Here is that earlier show... Contact and Show Details: Sign up for the BPO Bullhorn newsletter here:  

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Dr Lollie Mancey - UCD Innovation Academy - Resilience And Work/Life Balance In The CX Workplace show art Dr Lollie Mancey - UCD Innovation Academy - Resilience And Work/Life Balance In The CX Workplace

CX Files

Dr Lollie Mancey is an anthropologist and AI ethicist based in Dublin, Ireland. She is the Programme Director for Innovation and Entrepreneurship (Digital tech and resilience) at the University College Dublin Innovation Academy. Lollie is focused on workplace performance and this includes how work/life balance should be managed and what causes anxiety and other issues that may damage work perforamnce, home life, or both. Lollie isn't focused specifically on CX, but her research covers workplaces that are similar to those we see in BPO and CX and her ideas in this conversation with Peter Ryan...

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Bruce Winder - The Future Opportunities And Challenges For CX In Retail show art Bruce Winder - The Future Opportunities And Challenges For CX In Retail

CX Files

Bruce Winder is the president at Bruce Winder Retail. He is a leading analyst focused on the retail sector, with a long history of senior management roles in the retail industry. Bruce is based in Toronto, Canada. Bruce talked to Peter Ryan about trends and challenges for CX in retail in the 2020s.    

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Vaishali Dialani - Konabos - CX And Data-Driven Analytic Decisions show art Vaishali Dialani - Konabos - CX And Data-Driven Analytic Decisions

CX Files

Vaishali Dialani is a Senior CX Strategist at Konabos. She is based in Dubai, UAE. Vaishali is passionate about how data can be used to help both customers and brands by identifying preferences and trends. Peter Ryan called Vaishali to talk about making better business decisions by using data-driven analytics.

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Rob Dwyer - Happitu - What Can We Learn From CX Podcasting? show art Rob Dwyer - Happitu - What Can We Learn From CX Podcasting?

CX Files

Rob Dwyer is the VP of Customer Engagement at Happitu. He is based in Wichita, Kansas. Rob also hosts the Next In Queue podcast - another CX-focused podcast. Peter Ryan called Rob to talk about CX lessons from his main day job, but also what he learns from talking to CX leaders across the world on his podcast.  

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BONUS - Sensée Buys The Contact Company ... CX Files talks to both CEOs show art BONUS - Sensée Buys The Contact Company ... CX Files talks to both CEOs

CX Files

On February 5, 2024, British contact centre company The Contact Company (TCC) was put into adminstration. Struggling to recover from a cyber attack in 2022, the previously successful company found itself in the red. On February 7, 2024, the UK media - starting with the Liverpool Echo - explained that the assets and business of TCC had all been sold to the British work-from-home specialist Sensée by the finance company FRP Advisory - the company called in to save the business. Mark Hillary spoke to Steve Mosser, the group CEO at Sensée and Asif Hamid, CEO at TCC on a call together in...

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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/