CX Files

Review of 2021 and a look ahead to 2022 featuring:

Alistair Niederer, EMEA Head of TTEC

Paul O'Hara, SVP Business Development, Teleperformance EMEA

Peter Ryan, Principal Analyst, Ryan Strategic Advisory

https://ttec.com/emea/

https://teleperformance.com/

https://ryanadvisory.com/

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

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

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

Cognitive Copy and Ryan Strategic Advisory recently published the 2021 Offshore BPO Confidence Index. This research gauges BPO confidence in 12 global markets.

The report authors Matt Kendall and Peter Ryan explain the key takeaways from the research in this episode.

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

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

https://ryanadvisory.com/2021-offshore-bpo-confidence-index-now-available/

https://www.cognitivecopy.com/research

Gill Marchbank is CEO and co-founder of ResQ, based in Hull, UK. ResQ is a customer service specialist that was recently named a 3-star company by the Best Companies organisation.

This is an accreditation focused on employee feedback and 3-stars means world-class - the only BPO with this accreditation in the UK.

In this episode Gill talks about building and maintaining a great employee culture and how that translates into great CX.

https://resqcs.co.uk/

https://www.linkedin.com/in/gill-marchbank/

https://www.linkedin.com/company/resq-contact-services-limited/videos/native/urn:li:ugcPost:6857209199257096192/

https://cert.b.co.uk/

Steve Gush is the head of EXP+ solutions EMEA at Sitel. He is based in Edinburgh, Scotland.

EXP+ is the digital solutions division of Sitel so in this episode Steve talks about how digital CX is changing customer interactions, agent support, and why we might all be interacting with brands using the metaverse in future!

https://www.linkedin.com/in/steve-gush-92a5033/

https://www.sitel.com/

Ian Jackson is the CEO at Enshored, based in Los Angeles, California. Enshored is focused on innovative startups - especially e-commerce - but in this episode he talks to Peter Ryan about startup e-commerce and what this can teach the retail and e-commerce giants.

https://www.enshored.com/

https://www.linkedin.com/in/ianjackson2/

Hui Wu-Curtis is the COO at SupportU based in Phoenix, AZ.

In this episode, she talks to Peter Ryan about CX impact sourcing and how it can be used domestically inside the US as well as internationally.

https://www.linkedin.com/in/hui-wu-curtis-b730682/

https://supportu.solutions/

Tariq Alinur is the founder and CEO of Brayn CX, based in Miami.

We have all become more used to using Teams and Zoom for work during Covid, but are customers now demanding video chat for service? Tariq believes there is an increasing demand... he discusses video chat for CX with Peter Ryan.

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

https://brayncx.com/

Tamar Ravelli Is an international recruitment consultant at Talingual, based in Belfast, Northern Ireland.

Tamar is focused on multilingual recruitment in Europe so she is the ideal person to give an update on how BPO recruitment is recovering after the pandemic.

http://www.talingual.com/

https://www.linkedin.com/in/tamar-ravelli-a384482/

Hailey Corr is a senior marketing manager at Vistio. She is based in Puerta Vallarta in Mexico. Vistio's software helps agents inside contact centers deliver a better customer experience by guiding them automatically to the information the customer needs.

This is real-time automation and in this episode Hailey talks about how automation can be used to dramatically improve CX - where does it work and where does it need more thought?

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

https://www.vistio.io/

Steve Soechtig is the Global CEO of Ogilvy Experience. He is based in Denver, Colorado.

Steve is focused on the entire customer journey and how brands can create a fantastic customer experience so in this episode he talks about how to build better, longer-lasting customer relationships with a focus on CX.

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

https://www.ogilvy.com/