CX Files

Stephen Loynd is an old friend of CX Files. Both Mark and Peter have know him for many years. He is the founder of TrendzOwl, based in Arlington, VA, and is well known as a speaker and deep thinker on the future of CX. Before running his own advisory firm, Stephen was a senior analyst at Frost & Sullivan, focused on CX.

Stephen was speaking about the future of customer channels at the recent CX Outsourcers event in Las Vegas and he touched on the development of the Metaverse so Mark called him for a deep dive into what it is and why it matters for companies planning a customer service strategy...

https://www.trendzowl.com/

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

Ben Jones is the Group CCO at Sigma Connected Group. He is based in Birmingham in the UK. Ben attended the CX Outsourcers event in Las Vegas last week and in this interview he talks about some of the key takeaways from the conference with Peter Ryan.

https://www.linkedin.com/in/ben-jones-1667641b/

https://www.sigmaconnected.com/

Ricardo Pedroza is the USA Executive Director of PROCOLOMBIA - the government agency focused on developing business, foreign investment, and tourism for Colombia. With a recent change of government, many in the BPO industry have been talking about how Colombia can continue the CX success of recent years. Listen to Ricardo explain the Colombian experience and their strategy for the future with Peter Ryan.

https://procolombia.co/en

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

Peter Ryan called on Sean Goforth and Lynda Arsenault to give their feedback on a visit by a group of international BPO influencers and advisers to Georgia this week. In this call, Lynda and Sean are on the ground in Georgia giving their immediate feedback on the visit, hosted by Enterprise Georgia.

Sean Goforth is the research director at Ryan Strategic Advisory. He is based in Mexico City, Mexico.

Lynda Arsenault is a Foreign Direct Investment specialist advising several organisations including AHP International. She is based in Canada.

https://www.linkedin.com/in/lynda-arsenault/

http://www.ahp-international.com/

https://www.linkedin.com/in/sean-goforth-9a4725b2/

https://ryanadvisory.com/

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

https://www.enterprisegeorgia.gov.ge/en

Victor Pereda is the CEO of Nearsol. He is based in Irvine, CA.

Victor and Nearsol have advised many startups on how to manage the transition from in-house CX to working with a partner to cope with the hypergrowth that happens when a new service takes off. In this episode he talks about some of this experience with startups and how small fast-growing companies can handle a sudden explosion in customer numbers.

http://nearsol.com/

https://www.linkedin.com/in/victor-pereda/

Indu Badlani is the CEO at business process management experts Project Space and co-founder of StaffingExpert - a recruitment company focused on BPO and contact centers. She is based in Manila, Philippines.

Indu talked to Peter Ryan about how BPO and CX recruitment is changing, how CX careers are developing, and how the industry looks post-pandemic. What are the most common staffing challenges in the present environment?

https://www.linkedin.com/in/indu-badlani-b8408025/

http://www.project-space.co/

https://www.staffingexpert.com/

Simon Yoxon-Grant is the CEO of TLScontact. He is based in the UK. TLS is focused on providing visa and consular services so if you have had to travel since the pandemic - and you needed to apply for a visa for your destination - then it's possible TLS processed it.

With this detailed inside knowledge of who is traveling and where, Simon gives his views on how the travel industry coped with the pandemic, what the recovery will look like, and what might be coming soon with digital travel and biometrics.

https://www.tlscontact.com/en/

https://www.linkedin.com/in/simon-yoxon-grant-b719914/

Claas van Delden is the Chief Growth Officer of Yoummday. He is based in Munich, Germany.

Yoummday is a highly flexible work-from-home CX specialist that has recently purchased Icon, the Prague-based BPO. In this episode, Peter Ryan asks Claas about flexible BPO in Europe and what the acquisition means for Yoummday and Icon.

https://www.linkedin.com/in/claas-van-delden-b7b3b2/

https://www.yoummday.com/

Cheryl Paarwater is Managing Director at Enerlytics & Call Lab BPO. She is based in Cape Town, South Africa.

In this conversation with Peter Ryan, Cheryl talks about the ongoing entrepreneurial nature of BPO and how CX is supporting career development in South Africa.

https://www.linkedin.com/in/cheryl-paarwater/

https://call-lab.com/

Andrew Hall is the Chief Commerical Officer at Quantanite. He is based in Milton Keynes, in the UK.

In this interview he talks to Mark Hillary about some of the challenges and opportunities associated with content moderation and how many companies may now be taking a fresh look at offshore outsourcing to locations such as South Africa in the post-Covid business environment...

https://quantanite.com/

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