CX Files

Jonas Berggren is the Head of Global Accounts EMEA at Transcom. He is also a member of the Transcom EMEA management team. He is based in Stockholm, Sweden.

Jonas has a long history designing customer experience processes, but he is also well known as an innovative thought leader. He publishes a popular LinkedIn newsletter titled "Transform Customer Service" that explores the future transformation of CX.

Often the newsletter looks to the future of CX, but recently it has been exploring how AI is immediately changing the CX landscape.

In this episode of CX Files Mark Hillary talks to Jonas about some of his newsletter themes and how he sees the future of CX in both the short and long term...

https://www.linkedin.com/in/jonasberggren2/

Transform Customer Service Newsletter:

https://www.linkedin.com/newsletters/transform-customer-service-6992863124731113474/

https://transcom.com/

Leo Lopez is the co-founder and principal consultant at Calltastic, an advisory firm focused on helping startups and small businesses. He is based in Los Angeles, California.

Leo has over 30 years experience in contact center operations and he is now using this expertise to help startups improve their customer service processes. In this conversation with Peter Ryan he outlines the top five mistakes that startups and small companies make when engaging with their customers.

https://www.calltastic.com/

https://riseglobalsolutions.net/

https://www.linkedin.com/in/leolopez1/

FormIGA was launched in London in June this year. It's the Industry for Good Alliance for technology and business services and is a joint venture between the IAOP and the GSA.

Alistair Niederer heads up the ESG initiatives for the GSA so he talked to Mark Hillary about what this new alliance is doing and how it is more than just another industry body publishing white papers on ESG...

https://www.linkedin.com/in/aniederer/

https://www.anindustryforgood.com/

https://www.gsa-uk.com/

https://www.iaop.org/

Full details of the Service Provider Sustainability Index assessment can be found here:

https://formigaspsi.com/

Stephen Peattie is a Director at Kinetic GB and HybridWorkSmart. He is based near to Leicester, in the UK Midlands.

Daniel Castilla is the co-founder and MD of Alliance BPO Services. He is based in Hermosillo, Sonora, Mexico.

Daniel and Stephen both visited Fiji on a recent mission to explore current and potential BPO and CX services from Fiji. Fiji is a small island nation of around one million people located in the South Pacific Ocean.

What was their assessment of Fiji as a location for business services? How did they feel on the ground in Fiji? What makes Fiji different or interesting compared to other locations? What are the limitations in Fiji?

Daniel and Stephen explore all these questions in this conversation with Peter Ryan.

https://www.linkedin.com/in/daniel-castilla-328b0734/

https://alliancebpo.net/

https://www.linkedin.com/in/stephen-peattie-799181/

https://www.kineticgb.com/

https://outsourcefiji.com/

Leigh Hopwood is the CEO of CCMA (Call Centre Management Association) and Chair of the European Customer Contact Alliance. She is based in London, UK.

Peter recently attended a CCMA event in Manchester focused on the buy-side - the companies that need to create their own CX team or buy in expertise from a specialist BPO. He called Leigh to talk about the event and to discuess what buyers are really looking for when they are in the market for CX and BPO services...

https://www.ccma.org.uk/

https://www.linkedin.com/in/leighhopwood/

Sandra Busy is the Chief Executive Officer of Cnect Waies. Cnect Wales, (formerly The Welsh Contact Centre Forum), is Wales' premier networking organisation for business in Wales operating centralised services. They represent Wales and promote greater investment in BPO and CX in Wales.

The British general election is taking place as this episode arrives on July 4th so Peter talked to Sandra about this specfic region of the UK that has recently been enjoying far more global attention thanks to the Disney+ TV show "Welcome to Wrexham", which explores the success of Wrexham foorball club since it was purchased by Ryan Reynolds and Rob McElhenney.

But, there is much more to Wales than just sport and music. Sandra has spent many years promoting investment in the region and in this episode she explains why Wales is a particulkarly attractive part of the UK for any business managing their BPO and CX functions.

https://www.linkedin.com/in/sandrabusby/

https://cnectwales.uk/

https://en.wikipedia.org/wiki/Welcome_to_Wrexham

Alexandra da Silva Rodrigues has many years experience designing and supporting CX in various major hotel groups. She is now the Global Head of Reservations and Customer Services at Generator & Freehand hotels. Alexandra is based in Barcelona, Spain.

Mark Hillary called Alexandra to talk about CX in hotels generally, but with a focus on the multilingual challenges this presents when supporting customers across many different European countries.

https://www.linkedin.com/in/alexandra1971/

https://www.linkedin.com/company/staygenerator/

https://staygenerator.com/

https://freehandhotels.com/

Andreas Helland is the CEO & Co-Founder at Atender Group. He is based in Bergen, Norway. Atender Group is based in Norway, but has their main operational facility in Málaga, Spain.

Andreas talked to Peter Ryan about how a company that mostly serves customers in the Nordics region manages to do this from a sunny location in Spain that is known to most Europeans as a vacation destination.

https://www.linkedin.com/in/ahelland/

https://www.atender.com/

Stephen Loynd is the founder and principal analyst at TrendzOwl. He is based in Virginia, close to Washington DC.

Stephen has just published a new book this week. It's called "The Widening Turn: America & the Accelerating Sweep of Innovation."

The book explores how new technologies, such as AI, are redefining work, culture, and our entire society. It also includes many observations on CX and how companies need to entirely reshape their relationship with customers.

Stephen talked to Mark about the new book and his belief that we are entering into a new industrial revolution.

https://www.linkedin.com/in/stephenloynd/

https://www.trendzowl.com/

https://www.amazon.com/Widening-Turn-America-Accelerating-Innovation-ebook/dp/B0D673PRSW/

Erin Broecker is the Senior Director for Global Content Strategy at Teleperformance. She is based in Sacramento, California.

Erin is focused on content. How it is created and how it is published. She is endlessly thinking about how people within our industry learn about CX strategies. Erin plans which organizations Teleperformance can work with to create greater insights into the industry and how the company can publish this information.

Erin talked to Peter Ryan about content creation and how to use networks like LinkedIn to publish it for a global audience.

https://www.linkedin.com/in/erin-b-411150a/

www.teleperformance.com