Mark Lowe - Managing Risk and Security in CX
CX Files
Mark Lowe is an expert in business risk and security. He is based in Genoa, Italy. Mark is a faculty Member of the ASERI Postgraduate School of Economics and International Relations at the Università Cattolica del Sacro Cuore in Milan. He is also a columinst in the Italian financial journal Fondia & Sicav. Risk and security are particularly important for CX executives. Who can forget how impossible it was to contact an airline as the Covid pandemic started? Companies managing customer data also have very detailed private data, including payment details - this has to be kept secure. Over...
info_outline
Katrin Langley - Approaching First-Time Outsourcing
CX Files
Katrin Langley is a CX expert with experience throughout her career at several major BPO companies. She is based in Tampa, Florida. Peter Ryan called Katrin to talk about first-time outsourcing. Most companies still handle their customer service processes in-house, even as it has become more and more complex in recent years. Why do companies still want to retain these processes and what approach can BPOs take to convince them that outsourcing is a positive strategy?
info_outline
Jose Paz - Startups BPO - CX Recruitment In Honduras and US Nearshore
CX Files
Jose Paz is the founder and CEO of Startups BPO. He is based in Tegucigalpa, Honduras. Jose has been living and breathing BPO recruitment for many years. In this conversation with Peter Ryan he explores CX recruitment trends in Honduras and the wider nearshore US area. What are agents expecting when they apply for CX jobs in the 2020s and what is the reality? How can modern CX brands be creating real careers in CX? How is skills-based hiring changing BPO and CX recruitment? How is AI changing the way that companies hire?
info_outline
Claas van Delden - yoummday - Will Gig CX Replace The Multilingual Hub?
CX Files
Claas van Delden is the Chief Growth Officer at yoummday. He is based in Munich, Germany. Yoummday is a proprietary technology platform for managing remote workforces - what we have summarized on this podcast in the past as 'Gig CX'. Yoummday has a diverse global talent pool of 15,000+ sales and customer care freelancers available. Mark Hillary called Claas to talk about the issues around providing support to customers in multiple languages and whether the platform-based appproach is replacing the more traditional multilingual hubs used by BPO companies... Claas talks about this specific...
info_outline
Ted Nardin - Teleperformance - How CX Can Add Value And Create Success
CX Files
Ted Nardin is the VP of Customer Success & Value Add at Teleperformance Jamaica. Ted has spent years researching CX. He recently joined Teleperformance and Mark saw a LinkedIn update with this new job title focusing on customer success and value add. Mark called Ted to discuss this idea. How can BPOs put business success on the table and talk to clients about how to add value in the customer relationship - rather than the usual focus on the cost to serve customers? What more can companies get from all those customer interactions?
info_outline
John Dinardo - Nordia - BPO In Canada And Beyond 🇨🇦
CX Files
John Dinardo is the CEO and president of Nordia, a Canadian CX specialist with over 10,000 employees on the team. Nordia is the largest BPO in Canada. Peter Ryan and John are both based in Montreal, so this is a local Canadian edition. Bell Canada created Nordia back in 1999, but a quarter of a century on they are now looking at many new opportuntiies and areas of business. John talked about expansion beyond Canada and also about the complexities of managing customer service processes in both English and French.
info_outline
Vidya Ravichandran - UnifyCX - GlowTouch is now UnifyCX And The Tech Future For CX
CX Files
Vidya Ravichandran is the CEO of UnifyCX. She is based in Louisville, Kentucky, USA. In this conversation with Peter Ryan, Vidya talks about the evolution of GlowTouch Technologies into UnifyCX, how technology is changing the BPO industry, and how CX and BPO is evolving as technology solutions become more integral to customer interactions. As customers demand more complex solutions the BPO community is adopting or building different tech solutions - using AI in particular. But should BPOs buy off-the-shelf tools or create their own and attempt to lead their sector? In this conversation Vidya...
info_outline
EXTRA SHOW: How Does the UK 2024 Budget Impact BPO and CX?
CX Files
The new (July 2024) UK government just announced their budget plans for the year ahead. Several measures look like they could impact the BPO and CX industries. In this special extra edition of the CX Files, Peter Ryan called a few UK-based friends of the podcast to ask for their views on the challenges and opportunities they can see in the latest UK budget... Featuring a discussion with... Alistair Niederer, CEO, NeedleRock Lian Rowlands, Principal Consultant, Tayma Solutions David Rumble, Managing Partner, On Consultancy
info_outline
Tanya Scotece - Miami Dade College - A Focus On Care In Funeral Services
CX Files
Tanya Scotece is also known as 'Dr T.' She is a Professor and Program Coordinator at Miami Dade College focused on funeral service education. Tanya is also a senior placement specialist with Sunshine Senior Placement, helping familes find an assisted living facility for their loved ones. Tanya is a licensed funeral director and has direct experience managing a funeral home and crematorium. The funeral and mortuary environment in the US is heavily regulated and people working in this field need to understand that end of life and funeral care is an environment where a very special level of care...
info_outline
Mark Hillary - The Social Sales Playbook - How B2B Companies Sell To Each Other!
CX Files
Almost everyone in the CX environment knows about B2B sales. BPO companies need to sell to clients. CX software companies need to sell to customer service teams or BPOs. Most people in this industry are working for specialist companies selling services to another company. Mark Hillary has just written a book about this - how do B2B companies sell to each other and how has it changed since the Covid pandemic? Mark and Peter talked about the new book. What inspired it and why it matters for people working in CX... The book also features a foreword by Paul O'Hara - a legend from the CX...
info_outlineThis week we have two guests rather than the usual one!
Chris Gillen is the CEO of A Closer Look. He is based just outside Atlanta, Georgia. Stephen Loynd is the founder and Principal Analyst at TrendzOwl. He is based in Virginia, just across the Potomac from Washington DC.
Both of these leading thinkers have spoken before at the CX Outsourcers conference about how AI is changing the CX industry. In this conversation, they join forces to talk to Mark Hillary about how the past couple of years has shaped expectations on what AI can do for CX companies and how this might be changing the traditional BPO business model. Is CX getting more tech focused?
https://www.linkedin.com/in/stephenloynd/
https://www.linkedin.com/in/chrisgillen/
https://a-closer-look.com/contact-us/