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CX Files

Mark Hillary - Analyst and CX Futurist

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CX Files

CX Files

Mark Hillary - Analyst and CX Futurist

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About Us

CX Files features your hosts, CX industry analysts Mark Hillary and Peter Ryan, speaking each week to leading analysts, thinkers, and practitioners focused on managing the Customer Experience (CX). In each episode Mark and Peter talk to their guests about the future of CX, the important trends, and what customers really expect from brands today.

Latest Episodes

Pratik Salia - Knowmax - Knowledge Management and CX

Pratik Salia is the Senior Product Marketing Manager at Knowmax, based in Gurgaon, India. Knowledge Management is becoming a strong CX differentiator and Pratik has a unique insight with his product being used now in over 30 countries. In this discussion with Peter Ryan he explores the importance of KM to CX. www.linkedin.com/in/pratiksalia/ https://knowmax.ai/

14 min1 w ago
Comments
Pratik Salia - Knowmax - Knowledge Management and CX

Michael DeSalles - Frost & Sullivan - Covid-19 And The BPO Road To 2021

Michael DeSalles is a Principal Analyst on the North American Customer Care team at industry analyst firm Frost & Sullivan. He recently published a paper exploring how the BPO and CX industry is reacting to the Covid-19 pandemic. In the podcast, he talks about this article and the CX road into 2021. www.linkedin.com/in/michael-desalles-82519114 www.frost.com

12 min2 w ago
Comments
Michael DeSalles - Frost & Sullivan - Covid-19 And The BPO Road To 2021

Anny Serrano (OneStar Solutions) and Jason Heil (Redial BPO) - BPO On The Border In Mexico

Nearshoring has been a popular CX and BPO option for many years, but what about super-nearshoring from the border between the US and Mexico. Is there an advantage to be working right on the border? Featuring Jason Heil, Co-founder and VP of Business Development at Redial BPO and Anny Serrano, CEO, OneStar Solutions Inc www.linkedin.com/in/jason-heil-56988616 https://redialbpo.com www.linkedin.com/in/anny-serrano-848b3025 www.yourstarsource.com www.linkedin.com/in/peter-ryan-montreal

28 min3 w ago
Comments
Anny Serrano (OneStar Solutions) and Jason Heil (Redial BPO) - BPO On The Border In Mexico

How Has The Pandemic Affected Contact Centers In The Philippines? (with Transcom and Teleperformance)

In this episode we will hear from two BPO leaders focused on how the Philippines is recovering from the Covid-19 pandemic. Don Berrymanis the Executive Vice President and Chief Commercial Officer ofTranscomNorth America. Mike Lytle, is the COO of Teleperformance in the Philippines www.linkedin.com/in/mike-lytle www.linkedin.com/in/don-berryman/ www.intelligentsourcing.net/how-has-the-pandemic-affected-contact-centres-in-the-philippines

21 minOCT 2
Comments
How Has The Pandemic Affected Contact Centers In The Philippines? (with Transcom and Teleperformance)

Emelie Hedén Edlund - McKinsey - Where Is The Next Normal For Retail?

Emelie Hedén Edlund is a design director at McKinsey Design. She is based in Stockholm Sweden. Emelie is experienced in design thinkingand has a background in industrial design, trend forecasting and futurism as well as user and customer experience. She has been working with McKinsey on retail design and in this episode she talks about some of the changes we might expect in retail as we enter the post pandemic next normal http://bit.ly/emeliehe http://mckinsey.com/

15 minSEP 25
Comments
Emelie Hedén Edlund - McKinsey - Where Is The Next Normal For Retail?

Simon Knudsen : Transcom : FLEX vs GigCX - Are The Contact Centers Getting Flexible?

Simon Knudsen is the CEO at Xzakt Kundrelation - a Transcom company. He is based in Stockholm, Sweden. Simon heads the FLEX model Transcom has recently launched. FLEX aims to offer GigCX-style flexibility inside the traditional contact center. Which is better? Listen to the podcast to hear Simon's view. www.linkedin.com/in/simon-knudsen-03229428/ www.xzakt.com/ www.transcom.com/en

16 minSEP 18
Comments
Simon Knudsen : Transcom : FLEX vs GigCX - Are The Contact Centers Getting Flexible?

Stephanie Reeves Millner - Teleperformance - US Retail In The Next Normal

Stephanie Reeves Millner is Vice President of CX Management at Teleperformance US. She is also a board member of TP Women and she is based in Phoenix, Arizona. One of her key areas of focus is American retail which is an industry that has seen a lot of change in the past 6 months. On the podcast Stephanie talks about retail innovation and how retail brands can get closer to their customers in a post-covid environment. teleperformance.com www.linkedin.com/in/stephaniemillner

12 minSEP 12
Comments
Stephanie Reeves Millner - Teleperformance - US Retail In The Next Normal

Peter Ryan - Ryan Strategic Advisory - WFH, GigCX And Looking Ahead To CX in 2021

Peter Ryan is the Principal Analyst at Ryan Strategic Advisory. He is one of the best-known commentators on CX and contact centres globally. Peter is based in Montreal, Canada. In this episode, Peter talks about WFH going permanent, the development of GigCX, and what we might expect in CX in 2021. https://ryanadvisory.com/ https://www.linkedin.com/in/peter-ryan-montreal/

12 minSEP 4
Comments
Peter Ryan - Ryan Strategic Advisory - WFH, GigCX And Looking Ahead To CX in 2021

Mark Hillary - CX Is Leading Other Industries To The New Normal

Something new - just Mark Hillary alone this week. It's an experiment, but next week will be the usual interview format... Mark explores how the CX industry has managed to innovate and adapt to the new normal after Covid-19, but so many other industries are struggling. What can they learn from CX? https://www.linkedin.com/in/markhillary/ https://www.carnabysp.com/

9 minAUG 29
Comments
Mark Hillary - CX Is Leading Other Industries To The New Normal

Belarus - What's Happening And Why Now?

What's happening in Belarus and how does it affect the wider IT and CX business community? Three experts on Belarus, and the region, discuss the recent disputed election and the subsequent turmoil in Eastern Europe. Michael Zdanowski Head of Energy & Environment at Madano www.linkedin.com/in/michael-zdanowski-2545322/ Andrew Wrobel Founding partner of Emerging Europe www.linkedin.com/in/andrewwrob/ Peter Ryan Principal at Ryan Strategic Advisory www.linkedin.com/in/peter-ryan-montreal/

23 minAUG 21
Comments
Belarus - What's Happening And Why Now?

Latest Episodes

Pratik Salia - Knowmax - Knowledge Management and CX

Pratik Salia is the Senior Product Marketing Manager at Knowmax, based in Gurgaon, India. Knowledge Management is becoming a strong CX differentiator and Pratik has a unique insight with his product being used now in over 30 countries. In this discussion with Peter Ryan he explores the importance of KM to CX. www.linkedin.com/in/pratiksalia/ https://knowmax.ai/

14 min1 w ago
Comments
Pratik Salia - Knowmax - Knowledge Management and CX

Michael DeSalles - Frost & Sullivan - Covid-19 And The BPO Road To 2021

Michael DeSalles is a Principal Analyst on the North American Customer Care team at industry analyst firm Frost & Sullivan. He recently published a paper exploring how the BPO and CX industry is reacting to the Covid-19 pandemic. In the podcast, he talks about this article and the CX road into 2021. www.linkedin.com/in/michael-desalles-82519114 www.frost.com

12 min2 w ago
Comments
Michael DeSalles - Frost & Sullivan - Covid-19 And The BPO Road To 2021

Anny Serrano (OneStar Solutions) and Jason Heil (Redial BPO) - BPO On The Border In Mexico

Nearshoring has been a popular CX and BPO option for many years, but what about super-nearshoring from the border between the US and Mexico. Is there an advantage to be working right on the border? Featuring Jason Heil, Co-founder and VP of Business Development at Redial BPO and Anny Serrano, CEO, OneStar Solutions Inc www.linkedin.com/in/jason-heil-56988616 https://redialbpo.com www.linkedin.com/in/anny-serrano-848b3025 www.yourstarsource.com www.linkedin.com/in/peter-ryan-montreal

28 min3 w ago
Comments
Anny Serrano (OneStar Solutions) and Jason Heil (Redial BPO) - BPO On The Border In Mexico

How Has The Pandemic Affected Contact Centers In The Philippines? (with Transcom and Teleperformance)

In this episode we will hear from two BPO leaders focused on how the Philippines is recovering from the Covid-19 pandemic. Don Berrymanis the Executive Vice President and Chief Commercial Officer ofTranscomNorth America. Mike Lytle, is the COO of Teleperformance in the Philippines www.linkedin.com/in/mike-lytle www.linkedin.com/in/don-berryman/ www.intelligentsourcing.net/how-has-the-pandemic-affected-contact-centres-in-the-philippines

21 minOCT 2
Comments
How Has The Pandemic Affected Contact Centers In The Philippines? (with Transcom and Teleperformance)

Emelie Hedén Edlund - McKinsey - Where Is The Next Normal For Retail?

Emelie Hedén Edlund is a design director at McKinsey Design. She is based in Stockholm Sweden. Emelie is experienced in design thinkingand has a background in industrial design, trend forecasting and futurism as well as user and customer experience. She has been working with McKinsey on retail design and in this episode she talks about some of the changes we might expect in retail as we enter the post pandemic next normal http://bit.ly/emeliehe http://mckinsey.com/

15 minSEP 25
Comments
Emelie Hedén Edlund - McKinsey - Where Is The Next Normal For Retail?

Simon Knudsen : Transcom : FLEX vs GigCX - Are The Contact Centers Getting Flexible?

Simon Knudsen is the CEO at Xzakt Kundrelation - a Transcom company. He is based in Stockholm, Sweden. Simon heads the FLEX model Transcom has recently launched. FLEX aims to offer GigCX-style flexibility inside the traditional contact center. Which is better? Listen to the podcast to hear Simon's view. www.linkedin.com/in/simon-knudsen-03229428/ www.xzakt.com/ www.transcom.com/en

16 minSEP 18
Comments
Simon Knudsen : Transcom : FLEX vs GigCX - Are The Contact Centers Getting Flexible?

Stephanie Reeves Millner - Teleperformance - US Retail In The Next Normal

Stephanie Reeves Millner is Vice President of CX Management at Teleperformance US. She is also a board member of TP Women and she is based in Phoenix, Arizona. One of her key areas of focus is American retail which is an industry that has seen a lot of change in the past 6 months. On the podcast Stephanie talks about retail innovation and how retail brands can get closer to their customers in a post-covid environment. teleperformance.com www.linkedin.com/in/stephaniemillner

12 minSEP 12
Comments
Stephanie Reeves Millner - Teleperformance - US Retail In The Next Normal

Peter Ryan - Ryan Strategic Advisory - WFH, GigCX And Looking Ahead To CX in 2021

Peter Ryan is the Principal Analyst at Ryan Strategic Advisory. He is one of the best-known commentators on CX and contact centres globally. Peter is based in Montreal, Canada. In this episode, Peter talks about WFH going permanent, the development of GigCX, and what we might expect in CX in 2021. https://ryanadvisory.com/ https://www.linkedin.com/in/peter-ryan-montreal/

12 minSEP 4
Comments
Peter Ryan - Ryan Strategic Advisory - WFH, GigCX And Looking Ahead To CX in 2021

Mark Hillary - CX Is Leading Other Industries To The New Normal

Something new - just Mark Hillary alone this week. It's an experiment, but next week will be the usual interview format... Mark explores how the CX industry has managed to innovate and adapt to the new normal after Covid-19, but so many other industries are struggling. What can they learn from CX? https://www.linkedin.com/in/markhillary/ https://www.carnabysp.com/

9 minAUG 29
Comments
Mark Hillary - CX Is Leading Other Industries To The New Normal

Belarus - What's Happening And Why Now?

What's happening in Belarus and how does it affect the wider IT and CX business community? Three experts on Belarus, and the region, discuss the recent disputed election and the subsequent turmoil in Eastern Europe. Michael Zdanowski Head of Energy & Environment at Madano www.linkedin.com/in/michael-zdanowski-2545322/ Andrew Wrobel Founding partner of Emerging Europe www.linkedin.com/in/andrewwrob/ Peter Ryan Principal at Ryan Strategic Advisory www.linkedin.com/in/peter-ryan-montreal/

23 minAUG 21
Comments
Belarus - What's Happening And Why Now?
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