Phil Kitchen - Customer Contact Panel - Jamaica Is Moving Beyond The Nearshore
CX Files
Phil Kitchen is the Founder & Managing Director of Customer Contact Panel. He is based in Sheffield, UK. He recently attended the Outsource 2 Jamaica conference in Montego Bay, Jamaica. Peter Ryan caught up with him to discuss what Jamaica is offering to potential clients in locations such as the UK - outside their more traditional US nearshore market. Phil's LinkedIn comments on Outsource2Jamaica 2025
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Juan Caire & Jim Farnsworth - Alliance BPO - To Hermosillo And Beyond!
CX Files
Juan Caire is Co-Founder and CEO of Alliance BPO Services, based in Hermosillo, Sonora, Mexico. Jim Farnsworth is the CEO and Founder of Octayne Ventures, based in Denver, Colorado. Peter recently visited Hermosillo and talked to Juan and Jim about the potential for growth in the BPO industry and the importance of value over cost in outsourcing. The event in Hermosillo also emphasized the strategic partnerships Alliance BPO has formed globally to enhance service delivery. An important part of the discussion was also focused on looking beyond the major BPO delivery cities and finding new talent...
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Chris Dumpleton - Limitless - Is GigCX + AI The Future For Customer Service?
CX Files
Chris Dumpleton is the Chief Sales Officer at Limitless Technology. He is based in London, UK. Limtless is a GigCX platform that offers a connection to freelance customer service agents to brands - replacing the need for a more traditional customer service contact center as all the agents work from home, choosing their own hours and the brands they want to work for. Chris describes it as "Uber for CX." But how does the gig economy work in the CX environment and what are the challenges that clients with experience of the contact center face when they explore these ideas? Mark Hillary called...
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Dave Rumble - Maistro - Using Gen AI To Find B2B Partners
CX Files
Dave Rumble is Director and Executive Chair of the Maistro Group. Maistro has long been a specialist in helping companies with RFPs and vendor selection. The Maistro platform helps companies to make better sourcing decisons adn their database has very prescise details on thousands of suppliers. Maistro recently introduced the ability to have natural conversations with the database using generative AI, so B2B buyers can engage with the information in the database without needing to build complex queries. Our conversation came about because Forrester Research recently noted that 9/10 B2B buyers...
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CCW Berlin 2025 Feedback - with Raya CX and CXHero
CX Files
Peter Ryan recently attended the CCW Berlin show in Germany. He talked to a lot of people at the show and recorded a conversation with a couple of the CCW stars for their views on BPO in 2025 and what to look out for based on the show in Berlin... This episode featured Peter talking to: Sherif Kamel Poland GM @ Raya CX --- Rachel Poku Founder, CXHero
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What Is Wrong With LinkedIn?
CX Files
Mark and Peter take a diversion from the usual CX discussion to talk about LinkedIn. Why is it filled with garbage today and what can be done about it? Is there a way back for Microsoft to restore the function of the business networking tool?
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IWD 2025 - Women In CX In 2025
CX Files
Last Saturday was International Women's Day 2025. To mark the occasion, Peter Ryan reached out to three leading women working in CX in three different global locations. Listen to his discussion with them about the challenges and opportunities for women in CX in 2025... ---- Samar ElShafie - Egypt Head of Commerical and Client Relations - Octopus Outsourcing Sabrina Labonte - Canada Marketing Director, Laivly Sophia Mohammed - UK Client Parter, USMAART ------
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Sergei Levteev - IBA Group - The Tech Infrastructure Supporting CX
CX Files
Sergei Levteev is the Chairman and CEO of IBA Group. He is based in Prague in Czechia. IBA Group is a technology company with deep experience building and supporting IT infrastructure. They have managed cloud systems, AI, RPA, and are even supporting old mainframe tech. Mark Hillary called Sergei to talk about the IT infrastructure supporting CX. Sergei decided to respond to Mark using the ElevenLabs AI voice system - underlining some of the ideas around how AI can be used to create voice-based systems.
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Audrey William - Ecosystm - AI In CX: The Main Blockers & Opportunities
CX Files
Audrey William is Principal Advisor at Ecosystm. She is based between Sydney, Australia and Singapore. Audrey has several areas of research focus, including the Future of Work, Unified Communications, Video and Collaboration, Contact Center, CX, Outsourcing and Conversational AI. Mark Hillary called Audrey to talk about AI in CX - in particular what is happening on the ground in pilots, which are the main tech vendors to watch, and what are the difficulties or blockers that some companies are experiencing - it's not always out-of-the-box!
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Ian Jacobs - Opus Research - The Hype And Reality For AI In CX
CX Files
Ian Jacobs is the Vice President and Lead Analyst at Opus Research. He is based in San Francisco, California, USA. In this conversation with Mark Hillary, Ian explores how BPO is being transformed by AI and asks if we are sometimes focusing too much on Gen AI? CX practitioners have traditionally focused on the customer-facing AI changes - the improvement in chatbots - but there are many other changes taking place inside the enterprise. Ian also talks about the pilots and experiments in AI that have worked and where more traditional CX is still working well and maybe doesn't need to...
info_outlineThe CX Alliance is a brand new CX trade association launched in September 2024 in the UK. It is being launched by Karen Howard, MD of The Retail Bulletin (TRB) and the partnership director of the CXA is Isobel Rogers. They aim to publish information, research, and host events all focused on various aspects of CX.
Mark Hillary talked to Isobel and Karen to find out more about how this initiative got started and what are their plans for 2025.
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https://www.linkedin.com/in/cxisobelrogers/
https://www.linkedin.com/in/karenhoward/
https://www.theretailbulletin.com/
The CX Alliance news is so recent that they are still in the process of setting up their website and other channels ... follow Isobel and Karen for now and check TRB for new information...