CX Files

Tony Won has a long career as a leading player support specialist in the gaming industry. Previously he was the head of player support at Riot Games and Epic Games - responsible for supporting titles such as Fortnite. He is usually based in Austin, Texas, but joined the CX Files from sabbbatical leave in South Korea.

Tony has argued on LinkedIn that player support is a different process to traditional customer service - the player is not always right to start with. In this discussion he talks about why player support is different and what other industries can learn from gaming.

https://www.linkedin.com/in/tonywon1980/

Hemant Puthli is MD and Partner at Neo Group. He is based in Mumbai, India.

Neo Group recently conducted a detailed study of business service and IT companies to determine which are really adopting a robust ESG strategy and which are just "greenwashing" their credentials. In this interview Hemant talks in detail about why ESG matters and how they conducted their research...

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

https://www.neogroup.com/

https://www.neogroup.com/esg-adoption-survey-across-select-it-business-service-providers/

Bill Colton is the CEO at Global Telesourcing. He is based in Arlington, VA, USA. In this conversation with Peter Ryan, Bill talks about how celebrities can boost BPO brands and help specifically with attracting new talent. Could the right celebrity boost your hiring plans?

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

https://globaltelesourcing.com/

Colson Hillier is the CMO of Alorica. He is based in New Jersey in the US. Mark called Colson for this interview because the most recent Gartner Magic Quadrant mentioned several examples of post-pandemic innovation and resilience being adopted by Alorica - such as virtual contact centers, GigCX, and permanently embracing WFH... in the conversation Colson talks about balancing resilience, innovation, and what Alorica learned from these unsual past two years.

https://www.alorica.com/

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

Stefan Freyer is the Managing Director of Orphoz (a McKinsey company supporting cross-industry transformation and project management) - he is based in Berlin, Germany.

Stefan recently talked to Mark about the disconnect between grand visions of CX and the reality on the ground when implementing a project - so Mark called him back to record Stefan's ideas on this implementation gap for the CX Files.

https://www.linkedin.com/in/stefan-freyer-25274a1/

https://www.orphoz.com/

Natasha Rantanshi-Stein is the founder at Surfboard - a service that has reinvented workforce management (WFM) by turning it into team planning. Surfboard is focused on team planning for CX and this is a fast-moving area, especially since the pandemic created a sudden wave of flexible and home-based workers. Listen to Peter Ryan talking to Natasha about the evolution of WFM on this episode of CX Files...

https://www.linkedin.com/in/natasha-ratanshi-stein-69333723/

https://teamsurfboard.com/

Sara Sloman is the Director of Future Fleet at Paythru. Sara is based in the UK.

Sara's role is to imagine the future of the Electric Vehicle (EV) market - in particular for fleet users. She is focused on designing infrastructure, software, and payment systems that can make life easier for EV users - especially when out on the road and requiring a public charging station.

In this episode, Peter Ryan talks to Sara about the CX requirements for EV users and how the market is developing.

https://www.linkedin.com/in/sara-sloman-4a3b2711/

https://paythru.com/

Annelien Marcus is a Recruitment Manager at Clarion People, based just outside of London in the UK... her focus is contact centre and CX recruitment so Peter Ryan called to ask about the latest recruitment trends and how the post-Covid recovery is shaping up.

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

https://www.clarion-people.co.uk/

Cathy Jooste is the CCO and US Nearshore director at Atento. She is based in Florida in the US.

Nearshoring is a strategy that is changing fast, especially because of the Covid experience where long distance travel became extremely difficult. Cathy talks to Peter Ryan about interesting new locations and how nearshoring is evolving.

https://atento.com/

https://www.linkedin.com/in/cathrine-jooste-a218663/

Daniel Hay is the CX and Digital Transformation Leader at Dow (Latam). He is based in São Paulo, Brazil.

With a 125-year history, Dow is one of the largest chemical producers in the world with products that include plastics, chemicals, and agricultural products - it's an enormous global B2B operation and Daniel explains how they have learned from B2C approaches to CX and how B2B is slightly different.

https://corporate.dow.com/en-us/

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