Sid Victor - Movate - Is Flexibility Essential For The Future Of BPO?
Release Date: 02/13/2025
TUI & Transcom On Building A Best In Europe Partnership
CX Files
Last November, Leigh Hopwood, CEO of the CCMA (Contact Centre Management Association), was on the CX Files talking about the 25th anniversary of the European Contact Center and Customer Service Awards (ECCCSAs). At those awards on November 25th 2025, The Best Customer Service Into Europe award was won (gold) by TUI working with Transcom. Peter Ryan recently called Leo Ooms (TUI) and Dario Bakovic (Transcom) to talk about the award and what it takes to build a BPO partnership that can win a prestigious 'Best in Europe' award... --- Leo Ooms Head of Customer Services BPO TUI Group ...
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CX Files 400 - Live in London
CX Files
This special live episode was recorded on January 21, 2026 live in London, UK. This is the 400th episode of the podcast. Lian Rowlands quizzed Peter and Mark about the origin of CX Files and what they plan for the future of the podcast... Thanks to everyone who attended the live event in London last night - it was great to see so many friends of the podcast out in person!
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Happy New Year From The CX Files!
CX Files
Happy New Year for 2026 from Peter and Mark at the CX Files podcast. We asked our listeners to send some thoughts about 2025 and the year ahead... If you listen to this episode you will hear messages from the Netherlands, Philippines, UK, South Africa, Australia, Canada, and Brazil... that's North America, South America, Europe, Africa, Asia, and Australasia all covered! Contributors listed in the order they feature on the podcast: Leo Ooms Nathan Muniz Lian Rowlands Rod Jones Paul O'Hara Michael Gray Anna Bessarabova Michael Clark Mike Ortegon Stephen Loynd David Neale Peter Ryan ...
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CX Files 400 Live In London! Get Your Free Ticket Now!
CX Files
Celebrate CX Files Episode 400 — Join Mark Hillary and Peter Ryan Live in London for an Exclusive Networking Event! CX Files Episode 400 Live in London – January 21, 2026 Join Mark Hillary and Peter Ryan, co-hosts of the CX Files podcast, for a special live networking event in London as they celebrate the show’s 400th episode! This informal evening brings together members of the global Customer Experience (CX) community for drinks, conversation, and connection. Mark will be flying in from São Paulo, Brazil, and Peter from Montreal, Canada...
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Discussion: CX In 2026 - The Predictions
CX Files
In this special episode of the CX Files, we are looking to the end of 2025 and into 2026. Peter Ryan called Paul Smith and David Rickard - two expert advisers on CX and BPO - to talk about what just happened in 2025 and their top predictions for CX in 2026. --- Paul Smith Principal Consultant, Quinn Growth Advisers Salt Lake City, Utah, USA David Rickard Partner, Everest Group Clanfield - near Portsmouth, UK Summary: In the CX Files podcast episode 399, hosts Mark Hillary and Peter Ryan discuss 2025 highlights and 2026 predictions with Paul Smith from Quinn Growth...
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Nick Jiwa - CustomerServ - We Need To Focus On People In CX
CX Files
Nick Jiwa is the founder and president of CustomerServ. He is based in Houston, Texas, USA. In this episode Nick talks to Peter Ryan about the importance of people in CX - in particular in BPOs. He asks why people have always been central to the customer experience, but now it sounds like everyone is just focused on AI and automation? It's time to refocus on people and culture because this is how brands connect with customers and this leads to the success they need - extra revenue, loyalty, retention etc... The Call Center – Still a People Business (Nick Jiwa - Aug 12, 2025) ...
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Leigh Hopwood - CCMA - 25 Years Of The ECCCSAs
CX Files
Leigh Hopwood is CEO of the CCMA (Contact Centre Management Association) and Chair of the European Customer Contact Alliance. She is based in London, UK. Peter Ryan called Leigh to talk about the European Contact Center and Customer Service Awards (ECCCSAs), which celebrate their 25th anniversary on November 25th, 2025. It sounds like an Iron Maiden song. On the 25th of November in the year 2025 the ECCCSAs will be 25... Leigh talks about the judging process and the value of the awards to the growth of the wider industry in addition to talking about the logistics of arranging such a...
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Gerry Brown - The Customer Lifeguard - CX Is Changing Fast
CX Files
Gerry Brown is known as the customer lifeguard. His ambition is to save the world from poor customer service. Gerry is Canadian and based in the south of the UK. Gerry has written a book titled 'When a customer wins, nobody loses.' He has a podcast and he is a regular speaker and adviser, regularly hosting CX workshops. Mark called Gerry to ask about his book and the post-pandemic CX environment. In particular how can BPOs get more closely aligned with the needs of customers when AI is changing the entire industry? Summary : Mark Hillary and Peter Ryan discuss the evolving...
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Paul O'Hara - TP - AI Won’t End BPO - It’ll Supercharge It
CX Files
Paul O'Hara is the Executive Vice President of Business Development at TP EMEA. He is based in the Tyneside area of North-East England. Paul recently published an article on Customer Think magazine titled "AI Won't End BPO - It'll Supercharge It." Mark called Paul to ask Paul about the article. What was Paul trying to say? How does he believe that AI and human-focused customer service can be blended? How can smarter more value-driven CX be planned using AI? Paul outlined many of these ideas in his article, but Mark questioned him further on the reasons he felt the need to talk about AI in this...
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Elona Ymeri - Assist Digital - Albania & The Value Of Smaller BPO Locations
CX Files
Elona Ymeri is the service delivery manager at Assist Digital. She is based in Tirana, Albania. Elona spoke to Mark Hillary about the role of smaller BPO destinations. What can they offer that is harder to find from the big locations? Is the continued influence of AI and other automation technology reducing the need to consider working in locations where large numbers of agents can be found? Elona talked about Albania within this context, but also explored beyond Albania alone to consider other locations in Europe that might have an interesting and innovative new approach to BPO. ----...
info_outlineSid Victor is the Senior Vice President and Head of Support Services at Movate. He is based in Frisco, Texas, USA.
Sid has published his opinion around BPO flexibility on LinkedIn several times. He has made it clear that he feels the future is not human agents OR AI OR any other solution - it is a blend of all the best options and BPOs should be able to offer this blended solution.
For example, should BPOs be capable of offering traditional BPO, Gig CX, and AI all under one roof?
This is what Sid has been talking about for some time. The future for successful BPOs will need to be about more than just offering an automation service or a contact center. They need to offer a flexible mix of everything - building a CX solution using all these ingredients.
Mark Hillary called Sid to find out more...
https://www.linkedin.com/in/sid-victor-3355b73/