Sergei Levteev - IBA Group - The Tech Infrastructure Supporting CX
Release Date: 03/06/2025
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...
info_outline
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) ...
info_outline
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...
info_outline
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...
info_outline
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...
info_outline
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_outline
Joanne Morrison - Outmarket - Modern Marketing For CX Brands
CX Files
Joanne Morrison is the founder of Outmarket. She is based in Toronto, Canada. Outmarket is a specialist marketing agency that is focused on BPO and CX companies. Telling potential customers about your services has always been important, but as BPO gets more complex, more international, and AI changes how marketing can function, it is more important than ever to get great advice. Peter Ryan called Joanne to talk about these changes and her advice for marketing in CX in the 2020s. SUMMARY: Mark Hillary and Peter Ryan discuss the challenges and mistakes in BPO marketing with Joanne Morrison,...
info_outline
Miguel Familia - Wise BPO - A CX Visionary In the Dominican Republic
CX Files
Miguel Familia is the CEO and co-founder of Wise BPO. He is based between the Dominican Republic and St. Petersburg, Florida, USA. Miguel has a long history in CX, but one year ago he decided to create a new BPO brand - serving clients from the Dominican Republic. Peter called Miguel to learn about his story of creating a new CX brand, his background in this industry, the advantages of the DR, and his vision for the future of CX. SUMMARY: Mark Hillary and Peter Ryan introduce Miguel Familia, CEO and co-founder of Wise BPO in the Dominican Republic. Miguel shares his journey from starting in...
info_outline
Discussion: CX In Georgia 🇬🇪
CX Files
This week we have a group of CX and BPO experts who recently visited Georgia. This nation of 3.6m people is positioned on the Black Sea, at the intersection of Europe and Asia, and is working hard to position itself as an attractive destination for CX and BPO sourcing. Peter Ryan talked to people who travelled with him to visit Georgia this year to explore questions such as the ease of doing business there, the opportunity for multilingual CX, and how Georgia is attracting more digital and high-tech talent. Featured in the discussion: Elona Ymeri Service Delivery Manager, Assist Digital...
info_outline
Traci Freeman - Connecting Africa For Global Business Services
CX Files
Traci Freeman holds a number of roles, including as the managing member of Believe Consulting, but in this conversation we focused on her role as a partner of the Africa Federation of GBS Associations. This federation is aimed at unlocking Africa’s potential in the BPO, CX and ITO sectors. Enhancing Africa’s standing as a hub for innovation, knowledge exchange, and technological advancement, promoting partnerships, youth employment, and digital enablement while driving best practices and standards. Mark Hillary called Traci at her base in Johnannesburg, South Africa to talk about the work...
info_outlineSergei 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.