CX Files

Faye Joubert is VP of Service Delivery at iSON Xperiences. She is based in Johannesburg, South Africa.

Faye talked to Peter about the importance of CX and BPO partnerships, especially in the post-pandemic business environment where so many industries are coping with a rapid wave of change.

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

https://isonxperiences.com/

Nadia Pace is a board advisor and executive mentor - she holds non-executive positions on several corporate boards. She is based in Malta.

As a former CEO and with extensive CX experience, Nadia often advises on how to create success in the CX environment so Peter called to ask for her top advice.

https://www.linkedin.com/in/nadia-pace-13513618/

https://nadia-pace.com/

Steven Van Belleghem is an author and keynote speaker with a strong focus on CX. Based in Belgium, Steven has now written four books focused on CX and has spoken at around 1,000 events in over 40 countries.

In this episode of CX Files, Steven talks to Mark Hillary about the ideas contained in his most recent book and how customer loyalty will evolve in future.

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

https://www.stevenvanbelleghem.com/

https://www.amazon.com/Offer-You-Cant-Refuse-Customers/dp/9401470359/

Paul O'Hara is EVP of Business Development at Teleperformance EMEA. He is based in the Newcastle area of the UK.

Paul is on a mission to demonstrate the true value of great CX partnerships. Good CX can create value AND revenue and should not be seen as a cost to a business - if you design CX effectively then it can not only lead to happy customers, it can create more profit!

Paul talked to Mark Hillary about a recent blog he wrote on this subject and how CX can be seen as more strategic than just contact center processes.

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

https://teleperformance.com/

Wiktor Doktór is the founder and CEO of Pro Progressio, he is based in Warsaw, Poland.

Pro Progressio supports the BPO and CX industry in Poland with research, advisory work, and events.

Peter talked to Wiktor during a recent Pro Progressio event in Gdańsk about the CEE region and opportunities in Poland.

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

https://klub.proprogressio.pl/pl

The Ryan Strategic Advisory Front Office BPO Omnibus Survey for 2022 is now published! In this edition of CX Files, Peter talks about the results - focusing on the top 5 countries globally - with a panel of leading global BPO and CX experts... the guests on this episode are:

Peter Ryan

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

Sean Goforth

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

David Rumble

https://www.linkedin.com/in/david-rumble-4a4a09b/

Steve Weston

https://www.linkedin.com/in/steve-weston-1843152/

Andrew Wrobel

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

Ann Harts

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

Marianne Rutz

https://www.linkedin.com/in/marianne-rutz/

Rolana Rashwan

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

Jacqui Turner is the founder of Turner Corner Learning Solutions, based in the UK. She specialises in customer service and team leader coaching.

Peter called Jacqui to explore the role of coaching and the evolving role of the agent inside customer service solutions.

Jacqui started a regular LinkedIn post called the 'Customer Service Dancing Queen' where she dances to music and talks about customer service issues every Friday. It started during the pandemic lockdowns, but continues to be popular today!

https://www.linkedin.com/in/jacqui-turner-trainer/

https://turnercorner.co.uk/

Ivan Kotzev is a research analyst at NelsonHall - he is focused on CX transformation. In this episode, Ivan looks to the future. How is CX transforming in the post-pandemic environment and which technologies and innovations should you be watching out for?

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

https://research.nelson-hall.com/

Mike Pipicello is the VP of Client Services for GlobalStep. He is based in Montreal, Quebec, Canada.

GlobalStep is focused on gaming and digital services so in this edition we are focused on games and player experience - is this hi-tech sector ahead of other industries for CX design?

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

https://www.globalstep.com/

Robin Harrison is the Group Chief Marketing Officer at Webhelp. He is based in the UK.

Robin has some strong views on the post-pandemic return to normal. Both employees and customers have changed, so CX strategies also need to evolve.

This is a view that CX Files endorses - as can be clearly heard in the introduction with Mark and Peter.

Research undertaken by Webhelp with Frost & Sullivan has shown that 92% of CX leaders intend to transform their CX inside the next 12 months - so there is an urgent need to review a post-pandemic strategy for modern CX.

During the interview, Robin mentioned the Webhelp Anywhere methodology that codifies much of this thinking - follow the link for more information.

https://webhelp.com/anywhere

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

[Apologies to listeners as Mark tested positive for Covid just after speaking to Robin and was still positive when recording with Peter - plus his neighbour decided to rebuild when the intro recording started!]