Phil Kitchen - Customer Contact Panel - Jamaica Is Moving Beyond The Nearshore
Release Date: 04/17/2025
Kathy Juve - Concentrix - Flashback To The First Month Of Covid
CX Files
This is the final Covid flashback where CX Files has looked back at the early days of the 2020 pandemic throughout August 2025. This interview was originally broadcast on May 15, 2020 - about a month into the pandemic and lockdowns. At the time Kathy Juve was the EVP, Customer Experience Technology & Insights Division, at Concentrix. She is now EVP of Global Solutions - also at Concentrix. Kathy is based in Orlando, Florida. In this episode, Kathy describes how the previous three weeks created the digital transformation that might usually have taken three years... April 2020 was a time of...
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Dave Rizzo - TP - Flashback To The First Week Of The Covid Crisis
CX Files
SUMMER SPECIAL - COVID FLASHBACK Covid-19 was five long years ago. In a series of short summer specials, CX Files is bringing you some memories of what was going on at a very chaotic time for the industry. During the early days of the pandemic, CX Files went from weekly to daily and captured many important observations on how the CX industry was coping across the world. Dave Rizzo is the APAC President of TP. He is based in Singapore. Five years ago the company was known as Teleperformance and Dave was based in Manila, but essentially he was performing the same leadership role for TP in Asia....
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John Devlin - Ascensos - Flashback To Day One Of The 2020 Covid Lockdowns
CX Files
SUMMER SPECIAL - COVID FLASHBACK Covid-19 was five long years ago. In a series of short summer specials, CX Files is bringing you some memories of what was going on at a very chaotic time for the industry. During the early days of the pandemic, CX Files went from weekly to daily and captured many important observations on how the CX industry was coping across the world. John Devlin is the Founder and CEO of Ascensos (acquired by Firstsource in 2024) - he is still in this position. John talked to Mark Hillary on March 26, 2020. This was day one of the first Covid lockdown in the UK - the Prime...
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Dave D'Arcy - Laughing Leadership - The Recurring "Groundhog Day" Issues In CX
CX Files
Dave D'Arcy is the founder of Laughing Leadership. He is based in Tring, close to London in the UK. Laughing Leadership was created to guide business leaders to build the environment to nurture and develop happy engaged employees. The solution is not in bean bags, slides, fruit on Friday or free tea and coffee. It is in culture. And culture is a byproduct of leadership style. In this conversation with Peter Ryan, Dave talks about some of the 'groundhog day' issues he keeps reading about and seeing in CX. Why do we keep reading about the same CX issues over and over again? Why is the CX...
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Amanda Quinn - Quinn Growth Advisors - BPOs Must Specialize or Die Trying
CX Files
Amanda Quinn is the Founder and Principal of Quinn Growth Advisors. She is based in Raleigh, North Carolina, USA. In this conversation with Peter Ryan, Amanda talks about her work advising BPOs on how to build growth and develop a sales pipeline. Amanda advises focusing on deep expertise and specialization, rather than claiming to offer every single service and excelling at none of them. How can BPOs compete and leverage technology to improve what they offer to clients? SUMMARY: Mark Hillary and Peter Ryan discuss the challenges faced by BPOs (Business Process Outsourcing) in the...
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Mike Ortegon - Yoummday - How Travel Is Taking Off
CX Files
Mike Ortegon is a customer solutions director at Yoummday. He is an American based in London and he has a focus on the global travel industry - with a long track record of leadership roles in travel companies. Mark Hillary called Mike to talk about travel. How has it recovered since the pandemic? What trends are travel companies seeing that are new for the 2020s? Are travel companies becoming more proactive in their approach to the customer experience? Why are some people around the world protesting that there is too much tourism now? Mike talked about all these issues and explored how the...
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Jon Florence - Xima Software - AI In The Contact Center
CX Files
Jon Florence is the SVP of Industry Solutions at Xima Software. He is based in South Jordan, Utah. Xima is a contact center software company that is focused on AI solutions. Peter Ryan called Jon to discuss AI in CX. Beyond the hype, how can companies managing their own CX and BPOs all benefit from the use of AI in the contact center? What are the genuine and practical use cases that move the dial and which claims are just hype? What can you really do with AI today? SUMMARY: Mark Hillary and Peter Ryan introduce Jon Florence, SVP of Industry Solutions at Xima Software. Jon explains his...
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Thomas Oronti - Advensus - From Beaches to BPO: How the Dominican Republic Became a CX Star
CX Files
Thomas Oronti is the CEO at Advensus. He is based in Santo Domingo, Dominican Republic. The CX Files has explored many different nearshore options in the Caribbean region, but has never explored the Dominican Republic before and yet this location has the advantage of being able to easily offer customer support in English, Spanish, and French - thanks to Haiti also sharing the island of Hispaniola. Peter Ryan talked to Thomas about the growing importance of the DR in the nearshore CX and BPO sector and how Advensus strongly focuses on the role of the agent in any CX strategy. SUMMARY:...
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PANEL: In Face of Stagnating Favorability Ratings, What’s Next for South African Offshore CX?
CX Files
PANEL: In Face of Stagnating Favorability Ratings, What’s Next for South African Offshore CX? When Ryan Strategic Advisory published the most favorable offshore location study last May, South Africa had dropped to third position, compared to more recently topping the poll. This survey features feedback from over 800 CX decision-makers and is potentially the largest survey that explores where CX leaders will consider operations. India and the Philippines are now the most popular destinations, but have these giant destinations just reasserted their postiion or is something going wrong in...
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Pete Jones - Grypp - Why Are We Still Asking Agents to Work with Their Eyes Shut?
CX Files
Pete Jones is the founder and CEO of Grypp. He is based in the UK between London and Birmingham. Grypp is a visual platform that aims to help contact centers and the agents working within them see what their customers can see. This can be a transformative technology for many support environments and it is low cost and proven - in contrast to many of the AI projects we have covered recently on the podcast. Mark Hillary called Pete to get an ouline of the various ways in which a visual approach to CX can transform how the support process works and how this also creates opportunities for managing...
info_outlinePhil 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.
https://www.linkedin.com/in/phil-kitchen-ccp/
https://customercontactpanel.com/
Phil's LinkedIn comments on Outsource2Jamaica 2025