CX Files

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

David Powers is the Chief Experience Officer at Rooter Hero. He is based in Los Angeles, CA.

David has written extensively on CX, including a book called 'The Blue Collar Call Center' and hosts his own podcast called 'Caffeinated CX.'

David manages CX for Rooter Hero - a plumbing company that is expanding across the western US. When David's team get a call it is usually from a customer that has a crisis on their hands - they don't just want a chat.

David talks about how to manage CX for an essential service like plumbing and also how he believes the BPO community needs to work with companies that are exploring CX outsourcing.

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

https://rooterhero.com/

Book and Podcast link: https://linktr.ee/caffcx

Rick A. Collins is a SVP at Marsh USA. He is based in New York City and his focus is consultative analysis and implementation of creative and novel ideas for risk management.

Peter Ryan met Rick at a recent conference focused on fraud and so they recorded a conversation about fraud and risk management and how this is an important focus for any manager planning a CX strategy.

https://www.linkedin.com/in/rick-a-collins-23b5284/

https://www.marsh.com/us/home.html