CX Files

This is just a short alert to let you know that CX Files will be back from our summer break tomorrow - remember to tell your friends and contact Peter Ryan or Mark Hillary if you have ideas or questions for the show...

https://cxfiles.libsyn.com/cxfiles

For 280 episodes Mark and Peter have always ensured there is a new CX Files episode every single week. However, as it is a very quiet time of year we decided this year that it's not fair on our guests to ask them to appear when few are listening.

We will be back in the first week of September - see you then!

If you are taking a summer break then have a great time (it's winter here in Brazil!)

Mark Hillary and Peter Ryan

Alistair Niederer is well known on the CX Files - he was a guest just a few months ago, but was invited back as he has now changed role and he published an important new white paper on ESG.

Most leaders are now concerned about their Environmental, Social, and corporate Governance (ESG) measures - but are they really focusing on change or just how to score well in the audits? Alistair has been focused on exploring ESG in CX and BPO and he talks about his recent research in this episode.

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

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

https://www.intelligentsourcing.net/esg-essential-to-bpo-competitiveness/

BPO Guide to ESG

https://www.linkedin.com/posts/aniederer_bpo-guide-to-esg-activity-7069295941454835713-XVe_?utm_source=share&utm_medium=member_desktop

It's the first CX Files Q&A session with Mark Hillary and Peter Ryan. Listen in to hear Mark and Peter answer audience questions and talk about the latest industry trends and news.

In this discussion Mark and Peter talk about:

• Why are IVRs so bad?
• Will AI drastically reduce agent numbers?
• What are the latest trends in WFH?
• Was Queen at Wembley 1986 the best concert movie ever?
• Tribute to our friend Dominic Pannell

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

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

Keith Gait is the CEO of the CX Foundation. He is based in the UK. The CX Foundation publishes research, blogs, a podcast, and hosts many different events focused on CX. Member organisations are drawn from across the industry.

In this discussion Keith talks about the work of the CX Foundation, his new book "Definitely CX", and looks to the future of CX - managing the cost of living crisis and predicting how the role of the agent may be about to change.

https://www.cxfo.org/meet-the-team/

https://www.linkedin.com/in/keith-gait-mba-ccxp/

Caskey Ndaba is the Executive Head: Channel And Distribution at Momentum Metropolitan Insurance Africa. Both Caskey and Momentum Metropolitan are based in Johannesburg, South Africa.

For this interview Caskey was on the road so Peter Ryan called him in Windhoek, Namibia.

Caskey talked about the challenges of building customer relationships in insurance when many customer interactions are difficult - for example, processing claims. He also talks about the differences in nuance between regions across Africa. How and why are customers different in each market?

https://www.momentummetropolitan.co.za/

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

Audrey William is the Principal Adviser at Ecosystm - she is based in Sydney Australia. In this conversation with Mark Hillary, Audrey talks about how companies can listen to their customers more effectively. This especially applies to collecting and using data more effectively to create insight into what their customers need.

https://www.linkedin.com/in/audrey-william-3a4a04/

https://team.ecosystm.io/

Amy Bennet Roach is the VP Sales and Marketing at Blue Ocean Contact Centers. She is based in Halifax, Nova Scotia, Canada.

Amy talked to Peter Ryan about her views on the future for CX at present and in particular how smaller and medium-sized players can offer more agilty and flexibility when working with clients. Is smaller and more focused better?

Amy also talks about her own experience as a podcaster (Deep CX) and the insight that she has gained by talking to many people across this industry.

https://www.instagram.com/deepcx_podcast/

https://www.linkedin.com/in/amy-bennet-roach-4bb5ba48/

https://blueocean.ca/

Bottle Rocket is focused on the design of digital CX with a focus on helping to accelerate growth.

In this conversation with Mark Hillary, Peter talks about how to justify investment in CX and how to start thinking of the complete customer journey - extending beyond just customer service and contact centers alone. All customer-facing functions need to be coordinated and working together.

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

https://www.bottlerocketstudios.com/

James Sherin is based in Tulsa, OK. He is Executive Vice President at Yo! Solutions.

Yo! is a BPO, but their clients are other BPOs. How does this work and why would a BPO want towork with another BPO? 

https://www.linkedin.com/in/james-sherin-5925a555/

https://www.yo-solutions.com/