CX Files Mark Hillary and Peter Ryan

Seandette Wiltshire is the founder and director of strategy and operations at The Contact Hub. She is based in Christ Church, Barbados.
The Contact Hub offers contact center and marketing services to companies in Barbados - and beyond. In this conversation with Peter Ryan, Seandette talks about creating a new BPO in Barbados and how the region is developing a growing reputation for the quality of CX services.
https://www.linkedin.com/in/seandette/
https://gocontacthub.net/
 

Steve Mosser is the Group CEO & Chief Innovations Officer at Sensée. He is based in London, UK. 
Sensée is a work-from-home specialist, but has recently purhased The Contact Company, in Liverpool UK. This more or less doubled their size, but means they now offer both contact center and WFH options.
In this conversation, Steve focuses on the evolution of workforce management and flexible working patterns, why this is good for the clients and the agents, and how to create flexibility while still investing in agents - rather than creating a casual workforce.
https://www.linkedin.com/in/steve-mosser-77136712/
https://www.sensee.co.uk
https://newsblog.sensee.co.uk/sensee-creates-a-powerhouse-in-uk-based-cx-outsourcing-with-purchase-of-the-business-of-the-contact-company/
 
 

CXOutsourcers 2024 took place on May 1/2 in Atlanta, GA.
Both Mark Hillary and Peter Ryan were at the event. Mark talked to some of the speakers and delegates about their thoughts on what they experienced and learned from the event.
This podcast features:
Stephen Loynd, Founder and Principal at TrendzOwl
https://www.linkedin.com/in/stephenloynd/
Rod Jones, Founder Rod Jones Contact Center Consulting
https://www.linkedin.com/in/rodjonessouthafrica/
Yanique Grant, MD of Professional Training and Occupational Services Ltd. (PTOS)
https://www.linkedin.com/in/yaniquewagrantcx/
Tyler Ashby, COO of Agents Only
https://www.linkedin.com/in/tyler-ashby-agentsonly/
Neil Sturrock, Global Customer Support Director
Wave Mobile Money
https://www.linkedin.com/company/wavemm/
https://www.linkedin.com/in/neils74/

Chris Gillen is the CEO of A Closer Look. He is based very close to Atlanta, GA, so the CX Outsourcers conference is a local event for him. In this conversation he gave Mark Hillary a preview of his CXO keynote speech on CX and AI and keeping humans in the loop
https://www.linkedin.com/in/chrisgillen/
https://a-closer-look.com/
https://cxoutsourcers.com/
 
 

Alex Muñoz is CEO of the Hispanic Media Center in San Diego, CA. He is focused on advertising and marketing for the hispanic community in the USA.
Alex talked to Mark Hillary from Mexico City about the importance of understanding the complex nature of the hispanic community in the US and not just assuming there is a broad need for an "English" customer experience and another in "Spanish"...
Alex will be talking about this in more detail at the CX Outsourcers conference in Atlanta on May 1/2. This conversation is a short preview where Alex talks about his forthcoming talk with the CX Files...
https://www.linkedin.com/in/alex-munoz-media-sales/
https://hispanicmediacenter.com/
https://cxoutsourcers.com/

Barry Winkless is the Chief Strategy Officer at Cpl Group & Head of the Future of Work Institute. He is based in Dublin, Ireland.
Barry is speaking at the CX Outsourcers conference in Atlanta on May 1/2. In this conversation with Mark Hillary he gives a preview of his keynote talk about making companies - and countries - more attractive locations for investment and improving the ability to attract talented people.
https://www.linkedin.com/in/barry-winkless-7357094/
https://www.cpl.com/ie
https://cxoutsourcers.com/