Nathan Muniz - 247Secretary.com - Raw, unpolished BPO content outperforms glossy marketing
CX Files
Nathan Muniz is the founder and owner of 247Secretary.com. The business is based in Florida, USA, but has contact center operations in the Philippines. Nathan talked to Mark Hillary from the floor of his contact center on his approach to telling the world about his business. He walks the floor and talks to real people doing their job. No studio. No scripts. No “AI transformation” buzzwords. Just real agents, real calls, and real insight. And here’s the uncomfortable truth: That raw, unfiltered content is doing more for his pipeline than most enterprise marketing teams with...
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Gary Slade - TP - Why Stability Is the New Battleground in BPO
CX Files
Gary Slade is the Chief Commerical Officer at TP EMEA. He has many years of BPO and CX experience and he previously led the UK/Ireland operation at TP as CEO. In this conversation with Mark Hillary, Gary is talking about BPO stability and how this is becoming an important new measurement that companies need to focus on. If you are looking for a BPO partner then how do you know if they will still be around in 5 years? There is so much M&A activity, Private Equity takeovers, and BPOs that rely on a single client or geography... how can you be sure that you are choosing a reliable partner who...
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Sarah Leff - Interact CC - Why the Eastern Cape Could Be South Africa’s Next CX Powerhouse
CX Files
In this episode of CX Files, Peter Ryan speaks with Sarah Leff about Interact CC’s expansion into South Africa’s Eastern Cape, exploring why the region is emerging as a compelling alternative to traditional CX hubs like Cape Town and Johannesburg. Leff explains that while South Africa has long been a natural partner for UK-based customer experience delivery - thanks to cultural alignment, language, and time zone compatibility - the Eastern Cape offers a distinct advantage: significantly lower attrition, abundant untapped graduate talent, and greater cost stability. The conversation...
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Chris Chance - CCI Global - Africa Rising For CX
CX Files
Chris Chance is the Senior Vice President for East Africa at CCI Global. He is based between Kenya, Rwanda, and Ethiopia. CCI Global is headquartered in the UAR, but has extensive operations across Africa - they aim to be the largest and most respected BPO in Africa through a combination of offering innovative services with a focus on impact sourcing and community uplift. In this conversation with Mark Hillary from his base in Ethiopia, Chris talks about the creation of the Outsourcing Alliance of Kenya (OAK) - what does it mean for the region that we are seeing stronger organization around...
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Steve Sullivan - Channel Doctors - How Do We Manage Customer Rage?
CX Files
Steve Sullivan is the founder of Channel Doctors. He is based in Bournemouth in the UK. Channel Doctors is a specialist advisory company focused on CX, contact centers, and especially issues such as data protection and GDPR. Peter Ryan called Steve after seeing a LinkedIn post on managing customer rage. Are customers more angry today and how are companies dealing with it? How can it be managed in the contact center and how is it managed for customer service advisers who need to interact directly with customers - for example in retail? Is the increased rage linked to social media and what can...
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Melanie Disse - Melanie Disse Consulting - Acting on Customer Feedback
CX Files
Melanie Disse is the Principal Consultant and Tech Adviser to Melanie Disse Consulting. Melanie Disse Consulting is a CX & VoC consulting firm helping businesses leverage CX as a key competitive differentiator to drive business performance through understanding customer experiences. Melanie is based in Auckland, New Zealand. In this conversation with Peter Ryan, Melanie outlines how companies can more effectively obtain feedback from customers and how to make use of this feedback. Most companies struggle to turn customer feedback into action and many are still relying on the...
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Gareth Bray - Premier CX - Why Customers Prefer WhatsApp
CX Files
Gareth Bray is Business Development Director and WhatsApp Guru at Premier CX. He is based in Odiham, Hampshire, UK. Over 100 billion WhatsApp messages are sent daily by users - that's more than a million messages on the platform every second. Between 1 to 3 billion of these daily messages is a customer talking to a business. Gareth was on the Meta team when they launched WhatsApp in Europe so he has a long background using this asynchronous messaging tool. In many global markets WhatsApp has entirely redefined customer service. In Brazil and India it can be used to locate local businesses and...
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CCW Berlin 2026 - Feedback Direct From The Floor
CX Files
CCW 2026 took place at the end of February 2026 in Berlin. Peter Ryan was there on the conference floor. He took a microphone and tried to capture several comments and ideas from the delegates - what was the conference about and what were the key themes that people in CX are focused on in 2026? CCW conference delegates who spoke to Peter Ryan: Monika Röhr-Łukasik Axendi Humphrey Davies BPO Search Daniel Castilla Alliance BPO Corina Amza Rockstart Chrissie Porter CCMA Simon Rainbow Pose CX -------- NOTE: this recording was made on...
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Michel Stevens - CXM Academy - How Can We Improve CX Events?
CX Files
Michel Stevens is Course Director at the CXM Academy. He is also a managing partner at goCX. He is based in Antwerp, Belbium. The CXM Academy aims to build training for the real world - interactive and culturally relevant. In this conversation with Peter Ryan, Michel talks about CX events. Why are so many of them so repetitive? Why are they flooded with the same speakers talking about the same subjects? Why do events focus on getting 1,000 through the door rather than on high quality information? Summary: Mark Hillary and Peter Ryan discuss the state of CX industry events,...
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Roger Barlow - LATAM Translations - AI Has Changed Translation Into Interpretation
CX Files
Roger Barlow is Director of LATAM Translations. He is based in São Paulo, Brazil. Roger is British and has lived in Brazil since 1998. Since 2001 he has focused on helping Brazilian companies engage with a global audience. This involves a significant amount of translation from and to Portuguese. Multilingual CX is a subject we have often covered on CX Files so Mark decided to call up Roger because of his experience managing a company that is entirely focused on translation. How has AI impacted translation and will we see a complete replacement of translation because AI can now do this...
info_outlineGary Slade is the Chief Commerical Officer at TP EMEA. He has many years of BPO and CX experience and he previously led the UK/Ireland operation at TP as CEO.
In this conversation with Mark Hillary, Gary is talking about BPO stability and how this is becoming an important new measurement that companies need to focus on. If you are looking for a BPO partner then how do you know if they will still be around in 5 years? There is so much M&A activity, Private Equity takeovers, and BPOs that rely on a single client or geography... how can you be sure that you are choosing a reliable partner who can support your future growth plans?
Is stability becoming the new BPO battleground?
https://www.linkedin.com/in/garyslade1/
Summary:
Mark Hillary and Peter Ryan discuss the importance of stability in Business Process Outsourcing (BPO) services, highlighting Gary Slade's (TP EMEA CCO) views on the shift from cost to reliability. They note the volatility in geopolitics and fuel crises, which emphasize the need for BPOs to be resilient and financially stable. Slade emphasizes the importance of geographic diversity, industry experience, and technological investment. He also discusses the impact of private equity on service quality and the need for total cost of ownership considerations. The conversation concludes with the importance of BPOs demonstrating long-term stability and adaptability to future disruptions.