Michael Clark - CXTT Consulting - The Tech That Makes CX Work
CX Files
Michael Clark is the founder of CXTT Consulting. He is based in Sydney, Australia. Michael has been recognised in 2023 in the Top 100 Contact Centre Influencers in APAC, and in 2022 as a Top 50 Small Business Leader. Peter Ryan called Michael to talk technology and the tech stack required to make modern CX processes work well. We all know that multiple types of technology have become important for CX executives but how important is it to understand this technology and what really matters?
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Martin Anderson 🍋 - Lemon Contact Centre - Entrepreneurs In CX
CX Files
Once you are into CX, you never leave... this summarises how Martin Anderson explains the journey he has taken over the past 21 years building the Lemon Contact Centre near to Durham in the north-east of the UK. Peter Ryan talks to Martin about the entrepreneurial nature of BPO and CX, how he got started, and how he manages to compete in a business where the competition can be both local and global.
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Jonas Berggren - Transcom - AI & Transforming Customer Service
CX Files
Jonas Berggren is the Head of Global Accounts EMEA at Transcom. He is also a member of the Transcom EMEA management team. He is based in Stockholm, Sweden. Jonas has a long history designing customer experience processes, but he is also well known as an innovative thought leader. He publishes a popular LinkedIn newsletter titled "Transform Customer Service" that explores the future transformation of CX. Often the newsletter looks to the future of CX, but recently it has been exploring how AI is immediately changing the CX landscape. In this episode of CX Files Mark Hillary talks to Jonas...
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Leo Lopez - Calltastic - The Top 5 Mistakes Startups Make With CX
CX Files
Leo Lopez is the co-founder and principal consultant at Calltastic, an advisory firm focused on helping startups and small businesses. He is based in Los Angeles, California. Leo has over 30 years experience in contact center operations and he is now using this expertise to help startups improve their customer service processes. In this conversation with Peter Ryan he outlines the top five mistakes that startups and small companies make when engaging with their customers.
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Alistair Niederer - FormIGA - IAOP & GSA join forces for good in BPO and CX
CX Files
FormIGA was launched in London in June this year. It's the Industry for Good Alliance for technology and business services and is a joint venture between the IAOP and the GSA. Alistair Niederer heads up the ESG initiatives for the GSA so he talked to Mark Hillary about what this new alliance is doing and how it is more than just another industry body publishing white papers on ESG... Full details of the Service Provider Sustainability Index assessment can be found here:
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Stephen Peattie & Dan Castilla - Assessing BPO & CX From Fiji
CX Files
Stephen Peattie is a Director at Kinetic GB and HybridWorkSmart. He is based near to Leicester, in the UK Midlands. Daniel Castilla is the co-founder and MD of Alliance BPO Services. He is based in Hermosillo, Sonora, Mexico. Daniel and Stephen both visited Fiji on a recent mission to explore current and potential BPO and CX services from Fiji. Fiji is a small island nation of around one million people located in the South Pacific Ocean. What was their assessment of Fiji as a location for business services? How did they feel on the ground in Fiji? What makes Fiji different or interesting...
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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
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
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
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.
info_outlineOnce you are into CX, you never leave... this summarises how Martin Anderson explains the journey he has taken over the past 21 years building the Lemon Contact Centre near to Durham in the north-east of the UK.
Peter Ryan talks to Martin about the entrepreneurial nature of BPO and CX, how he got started, and how he manages to compete in a business where the competition can be both local and global.
https://www.linkedin.com/in/martin-anderson-%F0%9F%8D%8B-b5372123/