David Neale - GBPO Solutions - Building Trust In BPO Sales Claims
CX Files
David Neale is the Founder and CEO of GBPO Solutions. He is based in the UK. David has experience as a buyer of BPO services and as a representative of BPOs. With this insight he decided that one of the missing ingredients in the BPO sales process is transparency - how does anyone know that what a BPO says about their services is really true? David founded GBPO Solutions to provide accreditation to BPOs, so if they do make claims about their capabilities then they can point to the accreditation to show that their claims can be verified. David talked to Mark Hillary about why he started GBPO...
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CXOutsourcers 2025 - Feedback From Munich Delegates
CX Files
The 2025 CXOutsourcers event took place earlier in May in Munich, Germany. Peter called on a few of the delegates to get their feedback and key takeaways from the event. --- Peter Ryan talked to: Carrie Ramskill - COO HGS (UK) Ahmed Refky - CEO Planovate (Orlando, FL, USA) Kevin Lightfoot - CMO Ascension International (Frisco, TX, USA)
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Mark Zucker - MCVO Talent - Four Weddings And A BPO
CX Files
Mark Zucker is the Co-Founder of MCVO Talent Outsourcing. He is based in Chicago, Illinois. Mark shares his journey from founding a wedding album manufacturing company (almost 30 years ago) to starting MCVO, which specializes in helping small businesses in North America. He highlights the benefits of the Philippines as a BPO destination, citing its respectful culture, strong English proficiency, and service-oriented mindset. Zucker emphasizes the importance of understanding client needs, maintaining client relationships, and providing simplified pricing models. He advises entrepreneurs to...
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Martin Hill-Wilson - Brainfood Training - Beyond The Hype... How Is AI Really Changing CX?
CX Files
Martin Hill-Wilson is the founder of Brainfood Training and Brainfood Consulting. He is based in Milton Keynes, close to London, UK. Martin has a long history as a leader inside the CX and BPO industry. For the past 15 years he has focused on strategy consulting and advising on CX leadership and culture. Brainfood Training is a more recent focus on helping non-technical teams to understand the implications of and opportunities for the use of AI - particulary for CX teams. Brainfood Training is focused on helping people understand what AI can really do - not just repeating the hype from the...
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Michael Aronowitz - VXI - The Reality Of Creating A Profit Center With Your CX Team
CX Files
Michael Aronowitz is the Senior Vice President of Revenue Growth at VXI Global Solutions. He is based in Miami, Florida. Mark Hillary called Michael to discuss the importance of turning contact centers from cost centers to profit centers, emphasizing the need for revenue generation through customer interactions. Michael highlights VXI's success in winning three Stevie awards for retention, win-back, upsell, and cross-sell. Michael stresses the significance of the human touch in customer interactions, leveraging AI for training and recruitment, and the importance of blending sales and service...
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Jonas Berggren - The CX (R)evolution Book
CX Files
Jonas Berggren writes the popular Transform Customer Service newsletter on LinkedIn. He is the Chief Business Development Officer EMEA and member of the executive leadership team at Transcom. Jonas is based in Stockholm, Sweden. Mark Hillary and Jonas have published a new book together called The CX (R)evolution - so Mark called Jonas to talk about how the book project started out. In this conversation they talk about how Mark's comments on the newsletter formed the initial idea for a book and how they developed the idea together.
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Amas Tenumah - Amas Talks - The Worst Job in Corporate America Is in a Call Center
CX Files
Amas Tenumah is the host of the Amas Talks podcast. He is based in Oklahoma City, Oklahoma, US. Amas has a long history focused on customer service and service innovation. He regularly advises companies and speaks at events forcused on CX. On his LinkedIn Amas says: "I’m a digital philosopher, keynote speaker and customer service thought leader. My thoughts are featured on NPR, NBC, Fox-business and other outlets. I have spent over 20 years in the customer service industry and now advise executives on service modernization." Amas recently published an article titled: "The Worst Job in...
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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...
info_outlineLast 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...
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Samar ElShafie - Egypt
Head of Commerical and Client Relations - Octopus Outsourcing
https://www.linkedin.com/in/samar-elshafie/
https://octopusoutsourcing.com/
Sabrina Labonte - Canada
Marketing Director, Laivly
https://www.linkedin.com/in/sabrinalabonte/
Sophia Mohammed - UK
Client Parter, USMAART
https://www.linkedin.com/in/sophia-mohammed-3a1b851b6/
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https://www.internationalwomensday.com/