CX Files

Mark Hillary and Peter Ryan
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CX Files

CX Files features your hosts, CX industry analysts Mark Hillary and Peter Ryan, speaking each week to leading analysts, thinkers, and practitioners focused on managing the Customer Experience (CX). In each episode Mark and Peter talk to their guests about the future of CX, the important trends, and what customers really expect from brands today.

  1. 5 DAGE SIDEN

    Owen Campbell - Kura - How BPOs Can Work With Regulated Industries

    Owen Campbell is the operations director at Kura. He is based in Glasgow, Scotland. Kura is a BPO based in the UK, but also with operations in South Africa. They have a number of clients from various regulated industries and Owen talked to Mark Hillary about the differences between a client that has complete control over all their services and a client from a more regulated environment. What needs to be considered when working to design CX for a regulated industry? https://www.linkedin.com/in/owen-campbell-a4602b173/ https://www.wearekura.com/   SUMMARY Mark Hillary and Peter Ryan discuss the complexities of customer experience (CX) in regulated industries with Owen Campbell, Operations Director at Kura, a BPO focused on culture and people development. Campbell highlights Kura's work with heavily regulated sectors like healthcare, utilities, and financial services, emphasizing the importance of compliance and agent training. He notes that while innovation may take longer in regulated environments, it is still possible. Campbell also discusses Kura's strategic planning sessions, the importance of data security, and the shift towards outcome-based models for advisors. He predicts increased use of AI and automated compliance in the coming years.

    25 min.

  2. 5. JUN.

    David Neale - GBPO Solutions - Building Trust In BPO Sales Claims

    David Neale is the Founder and CEO of GBPO Solutions. He is based in the UK. David has experience as a buyer of BPO services and as a representative of BPOs. With this insight he decided that one of the missing ingredients in the BPO sales process is transparency - how does anyone know that what a BPO says about their services is really true? David founded GBPO Solutions to provide accreditation to BPOs, so if they do make claims about their capabilities then they can point to the accreditation to show that their claims can be verified. David talked to Mark Hillary about why he started GBPO Solutions and why he explored this idea of transparency rather than measuring processes and delivery capabilities... David also publishes the popular David's Diaries podcast - focused on the biography of his guests. You can find both Mark and Peter in the back catalogue - both interviewed in 2024. https://www.linkedin.com/in/david-neale-08b80011b/ https://www.linkedin.com/company/gbpo-solutions/ https://podcasts.apple.com/us/podcast/davids-diaries/id1766136430   Mark and Peter on David's Diaries https://podcasts.apple.com/us/podcast/mark-hillary/id1766136430?i=1000668074006 https://podcasts.apple.com/us/podcast/peter-ryan/id1766136430?i=1000668073926   Podcast Summary In this episode, David Neale introduces his new venture, GBPO Solutions, and discusses a novel approach to BPO accreditation. Unlike traditional certifications focused on operational standards (like ISO or HIPAA), David’s accreditation model emphasizes truthfulness, transparency, and independent validation of how BPOs present themselves to the market. David Neale's accreditation model for BPOs aims to inject much-needed transparency and accountability into a market still relying on legacy procurement methods. By focusing on honesty over hype, GBPO Solutions wants to reshape the buyer-supplier dynamic in outsourcing for the better.

    32 min.

  3. 29. MAJ

    CXOutsourcers 2025 - Feedback From Munich Delegates

    The 2025 CXOutsourcers event took place earlier in May in Munich, Germany. Peter called on a few of the delegates to get their feedback and key takeaways from the event. https://cxoutsourcers.com/ https://nearshoreamericas.com/cxoutsourcers-forum-trade-and-cx-disruptions-take-center-stage/ https://ryanadvisory.com/cxoutsourcers-2025/ --- Peter Ryan talked to: Carrie Ramskill - COO HGS (UK) https://www.linkedin.com/in/carrie-ramskill-503446223/ https://hgs.cx/ Ahmed Refky - CEO Planovate (Orlando, FL, USA) https://www.linkedin.com/in/ahmedrefky/ https://www.planovate.com/ Kevin Lightfoot - CMO Ascension International (Frisco, TX, USA) https://www.linkedin.com/in/kevinlightfoot/ https://ascensionbpm.com/

    30 min.
  4. Mark Zucker - MCVO Talent - Four Weddings And A BPO

    22. MAJ

    Mark Zucker - MCVO Talent - Four Weddings And A BPO

    Mark Zucker is the Co-Founder of MCVO Talent Outsourcing. He is based in Chicago, Illinois. Mark shares his journey from founding a wedding album manufacturing company (almost 30 years ago) to starting MCVO, which specializes in helping small businesses in North America. He highlights the benefits of the Philippines as a BPO destination, citing its respectful culture, strong English proficiency, and service-oriented mindset. Zucker emphasizes the importance of understanding client needs, maintaining client relationships, and providing simplified pricing models. He advises entrepreneurs to seek knowledgeable, involved partners and to consider the feasibility of outsourcing tasks. Mark talked to Peter Ryan about his journey as an entrepreneur and the specific needs of smaller companies when outsourcing. https://www.linkedin.com/in/markzucker/ https://www.mcvotalent.com/

    26 min.
  5. Martin Hill-Wilson - Brainfood Training - Beyond The Hype... How Is AI Really Changing CX?

    15. MAJ

    Martin Hill-Wilson - Brainfood Training - Beyond The Hype... How Is AI Really Changing CX?

    Martin Hill-Wilson is the founder of Brainfood Training and Brainfood Consulting. He is based in Milton Keynes, close to London, UK. Martin has a long history as a leader inside the CX and BPO industry. For the past 15 years he has focused on strategy consulting and advising on CX leadership and culture. Brainfood Training is a more recent focus on helping non-technical teams to understand the implications of and opportunities for the use of AI - particulary for CX teams. Brainfood Training is focused on helping people understand what AI can really do - not just repeating the hype from the media. In this conversation with Mark Hillary, Martin talks about his experience talking about and training CX teams on how AI can be used and where it is already possible to find real use cases - how is AI really being used to improve CX? https://www.linkedin.com/in/customermanagement/ https://brainfoodtraining.com/

    44 min.
  6. Michael Aronowitz - VXI - The Reality Of Creating A Profit Center With Your CX Team

    8. MAJ

    Michael Aronowitz - VXI - The Reality Of Creating A Profit Center With Your CX Team

    Michael Aronowitz is the Senior Vice President of Revenue Growth at VXI Global Solutions. He is based in Miami, Florida. Mark Hillary called Michael to discuss the importance of turning contact centers from cost centers to profit centers, emphasizing the need for revenue generation through customer interactions. Michael highlights VXI's success in winning three Stevie awards for retention, win-back, upsell, and cross-sell. Michael stresses the significance of the human touch in customer interactions, leveraging AI for training and recruitment, and the importance of blending sales and service roles. He argues that companies should focus on driving revenue per interaction and maintaining customer loyalty through personalized service. Many business journals talk about turning the contact center into a profit center, but in this conversation Michael gives his thoughts on how to really make it happen... http://vxi.com/ https://www.linkedin.com/in/michael-aronowitz/

    27 min.
  7. Jonas Berggren - The CX (R)evolution Book

    30. APR.

    Jonas Berggren - The CX (R)evolution Book

    Jonas Berggren writes the popular Transform Customer Service newsletter on LinkedIn. He is the Chief Business Development Officer EMEA and member of the executive leadership team at Transcom. Jonas is based in Stockholm, Sweden. Mark Hillary and Jonas have published a new book together called The CX (R)evolution - so Mark called Jonas to talk about how the book project started out. In this conversation they talk about how Mark's comments on the newsletter formed the initial idea for a book and how they developed the idea together. https://www.linkedin.com/newsletters/transform-customer-service-6992863124731113474/ https://www.linkedin.com/in/jonasberggren2/ https://transcom.com/ https://www.amazon.com/dp/B0F4XWH1L6

    22 min.
  8. Amas Tenumah - Amas Talks - The Worst Job in Corporate America Is in a Call Center

    24. APR.

    Amas Tenumah - Amas Talks - The Worst Job in Corporate America Is in a Call Center

    Amas Tenumah is the host of the Amas Talks podcast. He is based in Oklahoma City, Oklahoma, US. Amas has a long history focused on customer service and service innovation. He regularly advises companies and speaks at events forcused on CX. On his LinkedIn Amas says: "I’m a digital philosopher, keynote speaker and customer service thought leader. My thoughts are featured on NPR, NBC, Fox-business and other outlets. I have spent over 20 years in the customer service industry and now advise executives on service modernization." Amas recently published an article titled: "The Worst Job in Corporate America is In a Call Center - And Is It Even Worth Fixing?" Mark Hillary called Amas to ask about the article and his thoughts behind his statements on contact centers and what he thinks can be improved... https://www.linkedin.com/in/amastenumah/ https://www.linkedin.com/pulse/worst-job-corporate-america-call-centerand-even-worth-amas-tenumah-cdcfc/ https://amastalks.com/

    36 min.
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Om

CX Files features your hosts, CX industry analysts Mark Hillary and Peter Ryan, speaking each week to leading analysts, thinkers, and practitioners focused on managing the Customer Experience (CX). In each episode Mark and Peter talk to their guests about the future of CX, the important trends, and what customers really expect from brands today.

Oplysninger

  • Skaber
    Mark Hillary and Peter Ryan
  • Aktive år
    2018 - 2025
  • Episoder
    377
  • Vurdering
    Ikke anstødeligt
  • Copyright
    © (C) IT Decisions and Carnaby Content 2018-2025
  • Websted for serie
    CX Files

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