CX Files

Michael Morrison is the Chief Revenue Officer at NCRI Inc. He is based in Toronto, Canada. Peter called Michael to talk about CX and BPO in Canada and how Canada has played a dual role as a nearshore BPO destination for the US as well as being an important market for customer service itself... come and listen to a discussion about the great white north! 🇨🇦🍁

https://www.linkedin.com/in/michael-morrison-9961052/

https://www.linkedin.com/company/nrci-inc/

https://ncri.com/

Aymen Ismail is the Head of Customer Engagement Solutions at smart Europe GmbH. He is based in Stuttgart, Germany. The smart auto company was founded in Germany in 1994. The brand was originally famous for quirky small cars, such as the ForTwo. Now, the company is focused on EV production and battery technology. The auto industry is surfing an extreme wave of change at present. Electric vehicles, autnomous vehicles, retail purchasing, leasing... change in the traditional dealer-focused business model is all around. This also changes how customers build a relationship with auto brands. In this conversation, Peter Ryan talks to Aymen about the modern auto business and how to serve the day-to-day needs of customers alongside building long-term relationships.

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

https://media.smart.com/eu

Seandette Wiltshire is the founder and director of strategy and operations at The Contact Hub. She is based in Christ Church, Barbados.

The Contact Hub offers contact center and marketing services to companies in Barbados - and beyond. In this conversation with Peter Ryan, Seandette talks about creating a new BPO in Barbados and how the region is developing a growing reputation for the quality of CX services.

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

https://gocontacthub.net/

Steve Mosser is the Group CEO & Chief Innovations Officer at Sensée. He is based in London, UK.

Sensée is a work-from-home specialist, but has recently purhased The Contact Company, in Liverpool UK. This more or less doubled their size, but means they now offer both contact center and WFH options.

In this conversation, Steve focuses on the evolution of workforce management and flexible working patterns, why this is good for the clients and the agents, and how to create flexibility while still investing in agents - rather than creating a casual workforce.

https://www.linkedin.com/in/steve-mosser-77136712/

https://www.sensee.co.uk

https://newsblog.sensee.co.uk/sensee-creates-a-powerhouse-in-uk-based-cx-outsourcing-with-purchase-of-the-business-of-the-contact-company/

CXOutsourcers 2024 took place on May 1/2 in Atlanta, GA.

Both Mark Hillary and Peter Ryan were at the event. Mark talked to some of the speakers and delegates about their thoughts on what they experienced and learned from the event.

This podcast features:

Stephen Loynd, Founder and Principal at TrendzOwl

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

Rod Jones, Founder Rod Jones Contact Center Consulting

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

Yanique Grant, MD of Professional Training and Occupational Services Ltd. (PTOS)

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

Tyler Ashby, COO of Agents Only

https://www.linkedin.com/in/tyler-ashby-agentsonly/

Neil Sturrock, Global Customer Support Director

Wave Mobile Money

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

https://www.linkedin.com/in/neils74/

Chris Gillen is the CEO of A Closer Look. He is based very close to Atlanta, GA, so the CX Outsourcers conference is a local event for him. In this conversation he gave Mark Hillary a preview of his CXO keynote speech on CX and AI and keeping humans in the loop

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

https://a-closer-look.com/

https://cxoutsourcers.com/

Alex Muñoz is CEO of the Hispanic Media Center in San Diego, CA. He is focused on advertising and marketing for the hispanic community in the USA.

Alex talked to Mark Hillary from Mexico City about the importance of understanding the complex nature of the hispanic community in the US and not just assuming there is a broad need for an "English" customer experience and another in "Spanish"...

Alex will be talking about this in more detail at the CX Outsourcers conference in Atlanta on May 1/2. This conversation is a short preview where Alex talks about his forthcoming talk with the CX Files...

https://www.linkedin.com/in/alex-munoz-media-sales/

https://hispanicmediacenter.com/

https://cxoutsourcers.com/

Barry Winkless is the Chief Strategy Officer at Cpl Group & Head of the Future of Work Institute. He is based in Dublin, Ireland.

Barry is speaking at the CX Outsourcers conference in Atlanta on May 1/2. In this conversation with Mark Hillary he gives a preview of his keynote talk about making companies - and countries - more attractive locations for investment and improving the ability to attract talented people.

https://www.linkedin.com/in/barry-winkless-7357094/

https://www.cpl.com/ie

https://cxoutsourcers.com/

CX Outsourcers Special Edition: For the next two weeks CX Files will be published on both Monday and Thursday giving previews of the talks that will be taking place in Atlanta at the CX Outsourcers conference on May 1/2...

---

Paula Kennedy Garcia is an old friend of the CX Files. She has senior experience in several leading BPOs and is know as a leader in CX innovation and new delivery models. Paula is based in Belfast.

In this conversation with Mark Hillary she talks about her planned talk on digital CX to the CX Outsourcers conference in Atlanta on May 1/2.

Unfortunately, Paula has had to cancel her visit to Atlanta just before the broadcast of this epsiode (Peter and Mark recorded this about a week before broadcast), but it would be a shame to not hear the conversation so we have still published it here.

https://www.linkedin.com/in/paula-kennedy-garcia-1b90b81/

https://cxoutsourcers.com/

Alex Mead is the CEO of Total CX. He is based in Bahrain.

Alex is a long time friend of the CX Files and he has featured before talking about the need for better CX advice and expertise across the industry. In this discussion with Peter he is talking about Bahrain and the opportunity for this region to emerge as a nearshoring BPO destination... Bahrain may not have been on your radar before, but listen to Alex and it may well be!

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

https://total-cx.com/about-us/