CX Files

And denied of opportunity, growth and personal success at every turn. That's how it is today for more than 200,000 incarcerated women in the United States. They, like all of us, made a mistake. Only their lapse in judgment came with a different consequence.

Televerde has a unique business model. They create opportunities for incarcerated women to train for and then work in CX jobs. They help incarcerated women transition back into society by allowing them to transfer into a Televerde center as their sentence is completed.

Michelle Cirocco is the Chief Impact Officer at Televerde and CEO of the Televerde Foundation - based in Phoenix, Arizona. She talked to Peter Ryan about how Televerde has taken an unusual approach to locating new talent - an approach that gives people a chance to rebuild their life.

It's great for the individuals that get a chance to train and be employed again, but it's also great for clients of Televerde as they can access a pool of highly motivated talent - just as it is getting harder and harder to locate and hire people.

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

http://www.televerdefoundation.org/

https://televerde.com/about/our-model/

Alistair Niederer is well known as a leader in the CX industry. He has led several major companies and was heading the Davies Group customer experience consulting business when the pandemic arrived in 2020 - leading to many months stuck in lockdown in a Toronto apartment.

Now back in his London base, Alistair is a non-executive director of Blackout Technologies, focused on WFH security. In this epsiode of the podcast he talks to Mark Hillary about how to approach WFH now that hybrid and WFH is clearly becoming a permanent feature of most workplaces.

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

https://www.blackout-technologies.com/

John Sills is MD at The Foundation, based in London.

The Foundation is a management consultancy focused on growth, but in this episode of CX Files Mark Hillary talked to him about his new book 'The Human Experience.' Published by Bloomsbury the book is out TODAY so this is a CX Files exclusive - probably the first media interview post publication of the book.

The Human Experience is focused on CX and how companies need to find a better blend of digital and human CX - in particular retaining the human element of customer service where it remains essential.

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

https://www.the-foundation.com/

https://www.amazon.com/Human-Experience-customers-successful-organization/dp/1399401734

https://www.bloomsbury.com/uk/human-experience-9781399401739/

Paige Webster is the Founder and CEO of Webster Global Site Selectors. He is based in Phoenix, Arizona.

Paige is focused on site selection and economic development and he has advised companies seeking to invest in new regions all over the world. In this epsiode Paige talks to Peter Ryan about the complexity of site selection and how companies decide where to locate their offices and infrastructure.

https://www.linkedin.com/in/paige-webster-cecd-562bbb21/

http://www.globalsiteselectors.com/

Justin Custer is the Founder and CEO of ChatLingual. He is based in Boulder, Colorado.

This CX Files episode delves into how digital chat is revolutionizing the way businesses interact with their customers; thus transforming the customer experience. Mark Hillary and guest Justin Custer discuss the benefits of digital chat for customers (and employees), including convenience, speed, and personalized language interactions, as well as the advantages for businesses, such as cost savings, increased customer engagement, and improved customer loyalty. The future of digital chat in customer service, how will it shape the way businesses interact with customers?

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

https://www.chatlingual.com/

Stephanie Todd is based in Minneapolis, Minnesota. She is the founder and CEO of advisory firm Soul CX and has a history managing travel and airline customer service processes.

After his own travel nightmares over the holiday season, Peter Ryan called Stephanie to ask about the problems airlines are facing at present. How do they recover from the pandemic disruption and rebuild customer loyalty - right now the news is filled with one travel meltdown after another... how can CX help airlines out of this?

Did Peter ever get his luggage back?

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

https://soulcx.com/

Mark Walton spent the past couple of years as CEO of specialist work-from-home BPO company Sensée. He stood down in May 2022 and then launched Cloudbase Partners with the Flex@Home Workspace Health & Safety audit app as the intial product. This app helps companies to audit their WFH environment to ensure the business knows their employees are working in a safe enviroment and their wellbeing is being managed. It also helps the business reduce the risk of employee litigation, regulatory investigation, and criminal prosecution.

WFH hurridly introduced during the pandemic now has to become permanent and this means ensuring the safety of WFH employees.

Mark explains what his new business is doing, how he believes WFH will develop in 2023, and how to build a team culture when nobody physically works together.

https://www.flex-home.app/

It's the end of 2022. In the last few days of the year you may be away from the office taking it easy, so why not catch up with this final CX Files for 2022?

Peter Ryan talked to a group of CX experts and analysts to learn about their observations on 2022 and ideas for what to watch in 2023.

The panel included:

Rod Jones (Johannesburg, South Africa)

Owner, Rod Jones Contact Centre Consulting

https://rodjones.co.za/

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

Lian Rowlands (Royal Wootton Bassett, UK)

Director of Customer Success, Conversations By Ami

https://www.meetami.ai/

https://www.linkedin.com/in/lian-rowlands-a26119/

Jon Yarlett (London, UK)

COO, Intelligent Sourcing

https://www.linkedin.com/in/jon-yarlett-91282aa/

https://www.intelligentsourcing.net/

Melissa O'Brien (Boston, US)

Research and Operations Leader

HfS Research

https://www.hfsresearch.com/

https://www.linkedin.com/in/melissa-o-brien/

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