Audrey William - Ecosystm - AI In CX: The Main Blockers & Opportunities
Release Date: 02/27/2025
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...
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Sid Victor - Movate - Is Flexibility Essential For The Future Of BPO?
CX Files
Sid 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...
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Phil Fersht - HFS Research - Innovation In CX From AI To AGI
CX Files
Phil Fersht is the CEO and Principal Analyst at HFS Research. He is based in Boston, Massachusetts, USA. He recently posted this 'AI continuum' on LinkedIn: Mark Hillary called Phil to talk about this and how AI is offering the opportunity for genuine innovation in CX and BPO. --- March 2010 - Mark Hillary with Phil Fersht podcast
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Gregorio Uglioni - CX Goalkeeper - CX Transformation That Hits The Back Of The Net!
CX Files
Gregorio Uglioni is an Associate Partner at Forward. He is based in Zurich, Switzerland. Greg is focused on business transformation and service excellence. He is an outspoken commentator on LinkedIn about the CX and BPO industry in general and his online commentary led to Peter calling him for a conversation. Greg also hosts the CX Goalkeeper podcast so he is another CX podcaster! Greg's podcast focuses on using the analogy of how a football team (soccer) works together to achieve success and applies this to the CX environment. How can customers and brands both win when they think carefully...
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Joel Walker - tkg - What Do CX Suppliers Need To Bring To The Table?
CX Files
Joel Walker is the Co-Founder and Managing Director Platform Services of The Knowledge Group (tkg). He is based in Luxembourg. Last year Peter saw the tkg vendor selection system, which has details of millions of FTEs working in BPO and CX services globally. The system can help companies find the right supplier based on a large number of variables - it's an independent and impartial advice service that helps CX executives find the best service provider at the right price. Peter called Joel to talk about CX pricing and how to find the right partner.
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BONUS: CX In 2025 Discussion
CX Files
BONUS EPISODE: CX Transformation in 2025 At the start of 2025, Mark Hillary from CX Files joined Chris Hague from Yoummday and Lian Rowlands from Tayma Solutions to talk about CX trends in 2025. This discussion was hosted by Yoummday and focused on some of the trends detailed in their CX Report 2025: “Transforming Customer Experiences: The AI Advantage Meets the Human Touch.” --- 🎧 Listen to the original podcast here - ⬇️ Download the report here -
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Veronica Richards - CALLS - Servicio Estelar: Navigating Customer Care in Mexico
CX Files
Veronica Richards is the COO at CALLS Contact Center and VP at WW CALLS Canada. She is based in Burlington, Ontario, Canada. Veronica is also the marketing director of the Mexico Business Club in Toronto. Veronica is originally from Mexico and now works with Mexico from her base in Canada so Peter called her to ask about BPO and CX in Mexico in addition to the attractiveness of the consumer market in Mexico - a market with a population of 128 million people. What opportunities are created by being located so close to the USA and what opportunities are now being created in Mexico itself? ...
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Neville Samuels - Virtual Staff 365 - Trends In Virtual CX Staffing
CX Files
Neville Samuels is the CEO of Virtual Staff 365. He is based in Melbourne, Australia. Virtual Staff 365 offers a virtual staffing service that includes CX. In this discussion with Peter Ryan, Neville explores how virtual staffing can help to create a flexible CX environment that can work for in-house teams or BPOs.
info_outlineAudrey 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!