There is no guest this week because your hosts Mark Hillary and Peter Ryan decided to talk about their own CX highlights from 2022 as well as their favourite interviews from the CX Files this year. CX Files delivers 52 episodes every single year. It's like Bob Dylan's "never ending tour." We deliver a new episode every week and in this special Christmas 2022 edition we look back at the year...

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

https://www.linkedin.com/in/peter-ryan-montreal/

CX Files is not the only CX podcast out there! You probably know that already, but in this episode we have invited other CX podcasting peers to join us in taking a look back at the highlights of 2022 and forward into the expected CX trends coming in 2023...

Peter Ryan leads the discussion and this episode features:

Wiktor Doktór (Warsaw, Poland) CEO of Pro Progressio

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

https://proprogressio.pl/

https://podcasts.apple.com/us/podcast/good-morning-bss-world/id1487461301

Marianne Rutz (Sauchie, Scotland) Founder, Rutz Consulting https://www.linkedin.com/in/marianne-rutz/

https://rutzconsulting.com/

https://podcasts.apple.com/gb/podcast/the-operational-excellence-show/id1499082914

Stacy Sherman (New York, USA) Doing CX Right podcast https://www.linkedin.com/in/stacysherman

https://podcasts.apple.com/us/podcast/doing-cx-right-podcast/id1573754741

David Powers (Los Angeles, USA) Chief Experience Officer, Rooter Hero Plumbing & Air https://rooterhero.com/

https://www.linkedin.com/in/davidjpowers2/

https://podcasts.apple.com/us/podcast/caffeinated-cx/id1586545435

Steve Mosser is the Group CEO and Head of Innovation at Sensée. He is based in London, UK.

Sensée is a homeworking specialist. They design customer service and CX solutions using 100% WFH teams - and have done so for around two decades. When the pandemic arrived Sensée already had all their people at home anyway - they started advising clients on how to manage the crisis. In this interview, Steve talks to Mark Hillary about how to build a team culture with a team that is not working in the same place and how companies can move on from just WFH to embracing more flexible work. As companies negotiate a hybrid future that involves offices and working from home, how has Sensée built a strong corporate culture with no offices at all?

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

https://www.sensee.co.uk

Everyone is familiar with South Africa as a CX destination. Maybe you have also worked with Egypt and a few others too, but Martin Roe, the CEO of CCI Global, is on a mission to build far greater customer service capabilities in many other African nations. Martin is a Brit based in Dubai and Peter Ryan called him to talk about the development of many emerging CX destinations in Africa.

https://www.linkedin.com/in/martin-roe-55a4724/

https://www.cciglobal.com/

Roger Beadle is the founder and CEO of Limitless. Roger is based in London, UK.

Peter Ryan caught up with Roger to talk about GigCX and how it offers the opportunity to do more than just change how customer service agents are paid - hiring agents that love the brands they support is just one example. Flexible CX is about far more than just WFH.

https://www.linkedin.com/in/roger-beadle-96048410/

https://www.limitlesstech.com/

Chris Gillen is the CEO of A Closer Look. He is based near to Atlanta, GA.

A Closer Look is focused on CX market research and explores most of the major industry verticals. In this discussion with Peter Ryan he talks about research A Closer Look has carried out on the travel industry - focusing on the forthcoming holiday season and trends to watch for in 2023.

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

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

Jonathan Steiman is the CEO and founder of Peak Support. He is based in Cambridge, Massachusetts. Jonathan worked as an analyst with Peter in the past, but since then he has created his own CX company. In this conversation he talks to Peter about BPO and how he went from analyst to CEO in the BPO environment...

https://www.linkedin.com/in/jonathan-steiman-4712402/

https://peaksupport.io/

Jonas Berggren is the head of business development for Transcom - focused on leading the northern European division (baltics and nordics).

He recently published a long article on LinkedIn (link below) exploring the values of GigCX, but Jonas went beyond just arguing for GigCX, he was exploring flexible work and what it means for the future of CX and BPO.

Mark Hillary called him at his base in Sweden to talk about the article and some of his ideas how how flexible CX is becoming essential in the post-pandemic business environment.

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

https://www.linkedin.com/pulse/how-gig-economy-reshaping-future-customer-experience-jonas-berggren/

https://www.transcom.com/global/

Barry Matthews is the CEO of Open Assembly. He is based just outside Oxford, in the UK.

Open Assembly co-creates the future of work with organizations, platforms, and people by providing content, community, and strategic advising services. They glean key insights from Harvard Business School faculty and researchers and the Laboratory for Innovation Sciences at Harvard (LISH), to inform and inspire new ways of working using open strategies.

In this interview, Barry talks about the future of work and how trends such as GigCX may be changing the way that CX and customer service processes are designed in future.

https://www.linkedin.com/in/barry-matthews-2a51a32/

https://open-assembly.com/

Leigh Hopwood is CEO of the Call Centre Management Association - based in London, UK. Leigh recently published an article in a special report on the future of CX published by Intelligent Sourcing - the article was focused on the development of learning and training in CX.

Mark Hillary called Leigh to talk more about learning in CX and how to create genuine career opportunities for people who work in customer service teams.

Are the opportunities for career development really out there? It now looks like it so listen to this episode for more information!

https://library.myebook.com/PC/what-s-next-for-cx-special-report/4379/#page/12

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

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

http://intelligentsourcing.net