300 épisodes

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.

CX Files Mark Hillary and Peter Ryan

    • Affaires

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.

    Chris Hague - yoummday - CCW Berlin Feedback And The Future Of CX

    Chris Hague - yoummday - CCW Berlin Feedback And The Future Of CX

    Chris Hague is the head of marketing at yoummday. He is based in Prague, in the Czech Republic.
    Chris was at the recent CCW conference in Berlin and he posted some of his thoughts online about his views on the future of BPO - based on the conference trends. In this conversation with Mark Hillary, Chris explores some feedback from the CCW conference and also asks what the BPO or CX specialist of the future needs to look like?
    Chris talks about the discussion in Berlin affecting all professional jobs - how do we plan CX if employees want more control over where and when they work and which brands they are representing?
    Where is CX heading in future and how will companies in this industry eventually be serving others?
    https://www.linkedin.com/in/christopher-hague/
    https://yoummday.com/

    • 45 min
    Rod Jones - "75 Not Out" And Looking Back At Half A Century Of CX

    Rod Jones - "75 Not Out" And Looking Back At Half A Century Of CX

    Rod Jones is a legend in the CX industry.
    Based in Johannesburg, South Africa, Rod is now a speaker, trainer, and coach - focusing his experience of contact centers and CX on the next generation of managers.
    Rod was 75 a few days back and he started his first business in 1972 - so he has experienced CX and customer service processes up close, or as an advisor, for over half a century. There are very few people in the industry with this level of experience so Mark Hillary and Peter Ryan called Rod to wish him a happy birthday and to ask for some background on how he started out and what has changed in CX in all that time... Rod also takes a look forward to the future, applying his experience to some ideas around what might be coming next.
    We hope you enjoy this 75th birthday conversation with Rod - do go to his LinkedIn to leave him a happy birthday message!
    Rod will also be at the CX Outsourcers conference in Atlanta on May 1/2 - all of us hope to see you there if you will be attending.
    https://www.linkedin.com/in/rodjonessouthafrica/
    https://cxoutsourcers.com/
    https://rodjones.co.za/
    Mark, Peter, and Rod all together:
    https://www.instagram.com/p/C4gpH4Gvn9I/
     

    • 33 min
    Matt Kendall - BPO Bullhorn - A New Newsletter For The BPO & CX Community

    Matt Kendall - BPO Bullhorn - A New Newsletter For The BPO & CX Community

    Matt Kendall founded Cognitive Copy, a B2B copywriting and ghost-writing specialist. He is based in Madrid, Spain. He recently launched a newsletter focused only on the BPO and CX community called BPO Bullhorn... 
    Mark Hillary called Matt to talk about BPO Bullhorn and why newsletters are still a useful way to build a community.
    Matt also reminded Mark that he has been on the podcast back in 2021 - Mark forgot this during the introduction! Here is that earlier show...
    https://cxfiles.libsyn.com/cxfiles/2021-offshore-bpo-confidence-index-cognitive-copy-and-ryan-strategic-advisory
    Contact and Show Details:
    https://www.linkedin.com/in/cognitivematt/
    https://www.cognitivecopy.com/
    Sign up for the BPO Bullhorn newsletter here:
    https://www.cognitivecopy.com/newsletter
     

    • 40 min
    Dr Lollie Mancey - UCD Innovation Academy - Resilience And Work/Life Balance In The CX Workplace

    Dr Lollie Mancey - UCD Innovation Academy - Resilience And Work/Life Balance In The CX Workplace

    Dr Lollie Mancey is an anthropologist and AI ethicist based in Dublin, Ireland. She is the Programme Director for Innovation and Entrepreneurship (Digital tech and resilience) at the University College Dublin Innovation Academy.
    Lollie is focused on workplace performance and this includes how work/life balance should be managed and what causes anxiety and other issues that may damage work perforamnce, home life, or both. Lollie isn't focused specifically on CX, but her research covers workplaces that are similar to those we see in BPO and CX and her ideas in this conversation with Peter Ryan are valuable lessons on how to look after your people - if you don't then they will not be around for much longer.
    https://www.ucd.ie/
    https://www.ucd.ie/innovation/
    https://www.innovationacademy.ie/
    https://www.linkedin.com/in/drlollie/
     

    • 36 min
    Bruce Winder - The Future Opportunities And Challenges For CX In Retail

    Bruce Winder - The Future Opportunities And Challenges For CX In Retail

    Bruce Winder is the president at Bruce Winder Retail. He is a leading analyst focused on the retail sector, with a long history of senior management roles in the retail industry. Bruce is based in Toronto, Canada.
    Bruce talked to Peter Ryan about trends and challenges for CX in retail in the 2020s.
    https://www.linkedin.com/in/brucewindermba/
    www.brucewinder.com
     
     

    • 25 min
    Vaishali Dialani - Konabos - CX And Data-Driven Analytic Decisions

    Vaishali Dialani - Konabos - CX And Data-Driven Analytic Decisions

    Vaishali Dialani is a Senior CX Strategist at Konabos. She is based in Dubai, UAE.
    Vaishali is passionate about how data can be used to help both customers and brands by identifying preferences and trends. Peter Ryan called Vaishali to talk about making better business decisions by using data-driven analytics.
    https://www.linkedin.com/in/vaishalidialani/
    https://konabos.com/

    • 22 min

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