Phil Kitchen - Customer Contact Panel - Jamaica Is Moving Beyond The Nearshore
Release Date: 04/17/2025
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)
info_outline
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...
info_outline
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...
info_outline
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...
info_outline
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.
info_outline
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...
info_outline
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
info_outline
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...
info_outline
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_outline
Dave Rumble - Maistro - Using Gen AI To Find B2B Partners
CX Files
Dave Rumble is Director and Executive Chair of the Maistro Group. Maistro has long been a specialist in helping companies with RFPs and vendor selection. The Maistro platform helps companies to make better sourcing decisons adn their database has very prescise details on thousands of suppliers. Maistro recently introduced the ability to have natural conversations with the database using generative AI, so B2B buyers can engage with the information in the database without needing to build complex queries. Our conversation came about because Forrester Research recently noted that 9/10 B2B buyers...
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