Afleveringen
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Chris Dumpleton is the Chief Sales Officer at Limitless Technology. He is based in London, UK.
Limtless is a GigCX platform that offers a connection to freelance customer service agents to brands - replacing the need for a more traditional customer service contact center as all the agents work from home, choosing their own hours and the brands they want to work for.
Chris describes it as "Uber for CX."
But how does the gig economy work in the CX environment and what are the challenges that clients with experience of the contact center face when they explore these ideas?
Mark Hillary called Chris to explore Gig CX and this episode is introduced by Mark and the founder of TrendzOwl, Stephen Loynd... Peter is not feeling well this week so thanks to Steve for stepping in and get well soon Peter!
https://www.linkedin.com/in/chris-dumpleton-54557214/
https://www.limitlesstech.com/
https://www.linkedin.com/in/stephenloynd/
https://trendzowl.com/
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Dave Rumble is Director and Executive Chair of the Maistro Group. Maistro has long been a specialist in helping companies with RFPs and vendor selection. The Maistro platform helps companies to make better sourcing decisons adn their database has very prescise details on thousands of suppliers.
Maistro recently introduced the ability to have natural conversations with the database using generative AI, so B2B buyers can engage with the information in the database without needing to build complex queries.
Our conversation came about because Forrester Research recently noted that 9/10 B2B buyers are now asking Gen AI for advice and help when selecting a supplier. Mark Hillary wrote an article exploring this and it was noted in the comments that tools like Maistro offer an advantage over the more general publicly available information on suppliers...
Mark called Dave to explore how B2B buyers are changing and using AI to find CX suppliers.
https://www.linkedin.com/in/david-rumble-4a4a09b/
https://www.maistro.com/
https://www.linkedin.com/pulse/original-human-created-content-more-essential-than-ever-hillary--1vi7f
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Zijn er afleveringen die ontbreken?
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Peter Ryan recently attended the CCW Berlin show in Germany. He talked to a lot of people at the show and recorded a conversation with a couple of the CCW stars for their views on BPO in 2025 and what to look out for based on the show in Berlin...
This episode featured Peter talking to:
Sherif Kamel
Poland GM @ Raya CX
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Rachel Poku
Founder, CXHero
https://www.ccw.eu/en/
https://www.linkedin.com/in/peter-ryan-montreal/
https://www.linkedin.com/in/sherifmk/
https://rayacx.com/get-in-touch/
https://www.linkedin.com/in/rachelpoku/
https://cxhero.co/
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Mark and Peter take a diversion from the usual CX discussion to talk about LinkedIn. Why is it filled with garbage today and what can be done about it? Is there a way back for Microsoft to restore the function of the business networking tool?
https://www.linkedin.com/in/markhillary/
https://www.linkedin.com/in/peter-ryan-montreal/
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Last Saturday was International Women's Day 2025.
To mark the occasion, Peter Ryan reached out to three leading women working in CX in three different global locations. Listen to his discussion with them about the challenges and opportunities for women in CX in 2025...
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Samar ElShafie - Egypt
Head of Commerical and Client Relations - Octopus Outsourcing
https://www.linkedin.com/in/samar-elshafie/
https://octopusoutsourcing.com/
Sabrina Labonte - Canada
Marketing Director, Laivly
https://www.linkedin.com/in/sabrinalabonte/
https://laivly.com/
Sophia Mohammed - UK
Client Parter, USMAART
https://www.linkedin.com/in/sophia-mohammed-3a1b851b6/
https://usmaart.com/
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https://www.internationalwomensday.com/
https://medium.com/@markhillary/international-womens-day-and-the-challenge-to-dei-in-2025-262c4bd973a3
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Sergei Levteev is the Chairman and CEO of IBA Group. He is based in Prague in Czechia.
IBA Group is a technology company with deep experience building and supporting IT infrastructure. They have managed cloud systems, AI, RPA, and are even supporting old mainframe tech.
Mark Hillary called Sergei to talk about the IT infrastructure supporting CX.
Sergei decided to respond to Mark using the ElevenLabs AI voice system - underlining some of the ideas around how AI can be used to create voice-based systems.
https://elevenlabs.io/
https://ibagroupit.com/
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Audrey William is Principal Advisor at Ecosystm. She is based between Sydney, Australia and Singapore.
Audrey has several areas of research focus, including the Future of Work, Unified Communications, Video and Collaboration, Contact Center, CX, Outsourcing and Conversational AI.
Mark Hillary called Audrey to talk about AI in CX - in particular what is happening on the ground in pilots, which are the main tech vendors to watch, and what are the difficulties or blockers that some companies are experiencing - it's not always out-of-the-box!
https://www.linkedin.com/in/audrey-william-3a4a04/
https://www.ecosystm.io/
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Ian Jacobs is the Vice President and Lead Analyst at Opus Research. He is based in San Francisco, California, USA.
In this conversation with Mark Hillary, Ian explores how BPO is being transformed by AI and asks if we are sometimes focusing too much on Gen AI? CX practitioners have traditionally focused on the customer-facing AI changes - the improvement in chatbots - but there are many other changes taking place inside the enterprise.
Ian also talks about the pilots and experiments in AI that have worked and where more traditional CX is still working well and maybe doesn't need to change...
https://www.linkedin.com/in/iangjacobs/
https://opusresearch.net/
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Sid Victor is the Senior Vice President and Head of Support Services at Movate. He is based in Frisco, Texas, USA.
Sid has published his opinion around BPO flexibility on LinkedIn several times. He has made it clear that he feels the future is not human agents OR AI OR any other solution - it is a blend of all the best options and BPOs should be able to offer this blended solution.
For example, should BPOs be capable of offering traditional BPO, Gig CX, and AI all under one roof?
This is what Sid has been talking about for some time. The future for successful BPOs will need to be about more than just offering an automation service or a contact center. They need to offer a flexible mix of everything - building a CX solution using all these ingredients.
Mark Hillary called Sid to find out more...
https://www.linkedin.com/in/sid-victor-3355b73/
https://www.movate.com/
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Phil Fersht is the CEO and Principal Analyst at HFS Research. He is based in Boston, Massachusetts, USA.
He recently posted this 'AI continuum' on LinkedIn:
https://www.linkedin.com/posts/pfersht_rpa-genai-agentic-activity-7282865406917115904-5lrX
Mark Hillary called Phil to talk about this and how AI is offering the opportunity for genuine innovation in CX and BPO.
https://www.hfsresearch.com/
https://www.linkedin.com/in/pfersht/
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March 2010 - Mark Hillary with Phil Fersht podcast
https://podcasts.apple.com/us/podcast/phil-fersht-horses-for-sources/id216384010?i=1000404472875
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Gregorio Uglioni is an Associate Partner at Forward. He is based in Zurich, Switzerland.
Greg is focused on business transformation and service excellence. He is an outspoken commentator on LinkedIn about the CX and BPO industry in general and his online commentary led to Peter calling him for a conversation.
Greg also hosts the CX Goalkeeper podcast so he is another CX podcaster! Greg's podcast focuses on using the analogy of how a football team (soccer) works together to achieve success and applies this to the CX environment. How can customers and brands both win when they think carefully about their CX strategy?
https://cxgoalkeeper.com/podcast/
https://forwardwith.ch/
https://www.linkedin.com/in/gregorio-uglioni/
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Joel Walker is the Co-Founder and Managing Director Platform Services of The Knowledge Group (tkg). He is based in Luxembourg.
Last year Peter saw the tkg vendor selection system, which has details of millions of FTEs working in BPO and CX services globally. The system can help companies find the right supplier based on a large number of variables - it's an independent and impartial advice service that helps CX executives find the best service provider at the right price.
Peter called Joel to talk about CX pricing and how to find the right partner.
https://www.linkedin.com/in/joelwalker/
https://welovetoknow.com/contact/
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BONUS EPISODE: CX Transformation in 2025
At the start of 2025, Mark Hillary from CX Files joined Chris Hague from Yoummday and Lian Rowlands from Tayma Solutions to talk about CX trends in 2025.
This discussion was hosted by Yoummday and focused on some of the trends detailed in their CX Report 2025: “Transforming Customer Experiences: The AI Advantage Meets the Human Touch.”
https://www.linkedin.com/in/lian-rowlands-a26119/
https://www.linkedin.com/in/christopher-hague/
https://www.linkedin.com/in/markhillary/
https://www.yoummday.com/
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🎧 Listen to the original podcast here - youtu.be/dVl4V7NGvhA
⬇️ Download the report here - lnkd.in/efpQBjbP -
Veronica Richards is the COO at CALLS Contact Center and VP at WW CALLS Canada. She is based in Burlington, Ontario, Canada.
Veronica is also the marketing director of the Mexico Business Club in Toronto.
Veronica is originally from Mexico and now works with Mexico from her base in Canada so Peter called her to ask about BPO and CX in Mexico in addition to the attractiveness of the consumer market in Mexico - a market with a population of 128 million people.
What opportunities are created by being located so close to the USA and what opportunities are now being created in Mexico itself?
https://www.calls.com.mx/
http://www.wwcallscanada.ca/
https://mexicobusiness.club/
https://www.linkedin.com/in/veronica-richards-9b26969/
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Neville Samuels is the CEO of Virtual Staff 365. He is based in Melbourne, Australia.
Virtual Staff 365 offers a virtual staffing service that includes CX. In this discussion with Peter Ryan, Neville explores how virtual staffing can help to create a flexible CX environment that can work for in-house teams or BPOs.
https://www.linkedin.com/in/outsourcingexperts/
https://www.virtualstaff365.com.au/
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Mark Lowe is an expert in business risk and security. He is based in Genoa, Italy. Mark is a faculty Member of the ASERI Postgraduate School of Economics and International Relations at the Università Cattolica del Sacro Cuore in Milan. He is also a columinst in the Italian financial journal Fondia & Sicav.
Risk and security are particularly important for CX executives. Who can forget how impossible it was to contact an airline as the Covid pandemic started? Companies managing customer data also have very detailed private data, including payment details - this has to be kept secure.
Over the past year or so there has been constant disruption. Politics, climate change, and unexpected events... how do companies focused on CX manage risk and security?
Peter Ryan called Mark at his base in Italy to talk about this in our final interview on CX Files this year...
https://www.linkedin.com/in/lowemw/
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Katrin Langley is a CX expert with experience throughout her career at several major BPO companies. She is based in Tampa, Florida.
Peter Ryan called Katrin to talk about first-time outsourcing. Most companies still handle their customer service processes in-house, even as it has become more and more complex in recent years. Why do companies still want to retain these processes and what approach can BPOs take to convince them that outsourcing is a positive strategy?
https://www.linkedin.com/in/katrinlangley/
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Jose Paz is the founder and CEO of Startups BPO. He is based in Tegucigalpa, Honduras.
Jose has been living and breathing BPO recruitment for many years. In this conversation with Peter Ryan he explores CX recruitment trends in Honduras and the wider nearshore US area.
What are agents expecting when they apply for CX jobs in the 2020s and what is the reality? How can modern CX brands be creating real careers in CX? How is skills-based hiring changing BPO and CX recruitment? How is AI changing the way that companies hire?
https://www.linkedin.com/in/jose-paz-8883b968/
https://www.startupshonduras.com/
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Claas van Delden is the Chief Growth Officer at yoummday. He is based in Munich, Germany.
Yoummday is a proprietary technology platform for managing remote workforces - what we have summarized on this podcast in the past as 'Gig CX'. Yoummday has a diverse global talent pool of 15,000+ sales and customer care freelancers available.
Mark Hillary called Claas to talk about the issues around providing support to customers in multiple languages and whether the platform-based appproach is replacing the more traditional multilingual hubs used by BPO companies...
Claas talks about this specific question and outlines how Gig CX really works in this interview.
https://www.linkedin.com/in/claas-van-delden-b7b3b2/
https://www.yoummday.com/en
CX Report 2025: https://business.yoummday.com/en/yoummday-cx-report-2025
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Ted Nardin is the VP of Customer Success & Value Add at Teleperformance Jamaica.
Ted has spent years researching CX. He recently joined Teleperformance and Mark saw a LinkedIn update with this new job title focusing on customer success and value add.
Mark called Ted to discuss this idea. How can BPOs put business success on the table and talk to clients about how to add value in the customer relationship - rather than the usual focus on the cost to serve customers?
What more can companies get from all those customer interactions?
https://www.linkedin.com/in/tnardin/
https://teleperformance.com/
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