All Episodes

Neal Topf - Callzilla - Clients Want To Understand BPO Culture Not Just Metrics

Peter Ryan - When will we see Philippines BPO 2.0?

Isobel Rogers & Karen Howard - The Launch Of The CX Alliance

Graham Brown - Alorica - Using AI To Offer CX In Any Language

Stephen Loynd & Chris Gillen - How AI Has Redefined CX

Michael Clark - CXTT Consulting - The Tech That Makes CX Work

Martin Anderson 🍋 - Lemon Contact Centre - Entrepreneurs In CX

Jonas Berggren - Transcom - AI & Transforming Customer Service

Leo Lopez - Calltastic - The Top 5 Mistakes Startups Make With CX

Alistair Niederer - FormIGA - IAOP & GSA join forces for good in BPO and CX

Stephen Peattie & Dan Castilla - Assessing BPO & CX From Fiji

Leigh Hopwood - CCMA - CX From The Buyer's Perspective

Sandra Busby - Cnect Wales - 'Welcome to Wrexham' Could Lead To More CX in Wales

Alexandra da Silva Rodrigues - Generator & Freehand Hotels - Supporting Multilingual Customer CX In Hotels

Andreas Helland - Atender Group- Delivering Nordics CX From Málaga In Spain

Stephen Loynd - TrendzOwl - AI And Innovation In The USA

Erin Broecker - Teleperformance - Using Content To Learn More About CX

Michael Morrison - NCRI Inc - CX And BPO Trends In Canada

Aymen Ismail - smart - Creating Smart Cars And Building Great Customer Relationships

Seandette Wiltshire - The Contact Hub - CX and BPO Is Taking Off In Barbados

Steve Mosser - Sensée - Flexible WFM & Total Footprint Optimization

CX Outsourcers Atlanta - Immediate Feedback From The Conference Floor

Chris Gillen - A Closer Look - CX With AI And Humans Working Together

Alex Muñoz - Hispanic Media Center - The Complexity Of CX For The Hispanic Community In The USA

Barry Winkless - Future of Work Institute - Creating Attractive Destinations For Talent

Paula Kennedy Garcia - CX Digital Delivery

Alex Mead - Total CX - Bahrain For Nearshore And Offshore CX

Nirali Amin - LivePerson - The State Of Customer Conversations And The AI Gap

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

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

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

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

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

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

Rob Dwyer - Happitu - What Can We Learn From CX Podcasting?

BONUS - Sensée Buys The Contact Company ... CX Files talks to both CEOs

Mike Harfield - Sigma Connected - Developing Great Career Options For CX Teams

Nina Čaprić - NCR Voyix - How BPOs Can Manage Government Relationships

Jo Garland : Remote Employee Engagement In Contact Centers (WFH)

Randy Arellano - DATAMARK - BPO Has Transformed In The 2020s And This Change Favors Mid-Size CX Experts

More Than AI: The Less Obvious CX Predictions For 2024

CX Files Year In Review: Mark Hillary and Peter Ryan look back at 2023

Adrian Swinscoe - Punk CX - Defining A Punk Future For CX

Southeastern - Managing CX For A Railway And Building A Great CX Partnership

Sidharth Mukherjee - Teleperformance - How CX Can Really Use Generative AI

Andrew McNeile - ThinScale - WFH Security And How Covid Changed BPO Forever

Sagufta Janif - Outsource Fiji - How Is A South Pacific Island Nation Succeeding At BPO?

Chris Hague - Yoummday - Is Traditional BPO Dead Or Just Evolving?

Nerys Corfield - Injection Consulting - What's Going Wrong With Digital CX?

Dianne McCoubrey - Grypp - The Future For Video In Customer Service Interactions

Mike Butler & David Neale - Nutun CX - When ESG And CSR Lead To A Dramatic Improvement In CX

Diane Edwards - Mona School of Business & Management - Data Protection In Jamaica

Michele Rowan - WFH Alliance - Is WFH And Hybrid Now Permanent In CX And BPO?

Terry Rybolt - LiveXchange - GigCX And The Benefits Of A Flexible Workforce

Beza Tekola - Suture BPO - Improving The Patient Experience In Healthcare

Jon Yarlett - Impact Sourcing Alliance - The Role of Impact Sourcing In BPO and CX

Cheryl Paarwater - Call-Lab BPO - Confidence in South Africa BPO

CX Files Is Back Tomorrow!

CX Files Is Taking A Summer Break - Back In September!

Alistair Niederer - NeedleRock - The Truth About ESG And BPOs

CX FILES JULY Q&A - Mark Hillary & Peter Ryan

Keith Gait - CX Foundation - Definitely CX 📚

Caskey Ndaba - Momentum Metropolitan Insurance - CX & Insurance In Africa

Audrey William - Ecosystm - Listening To Customers And Using Data To Create Better Insights

Amy Bennet Roach - Blue Ocean Contact Centers - The Future For Flexible CX

Peter Klayman - Bottle Rocket - Justifying Investment In CX

Jeremiah Okello - Collins Consulting - Kenya And Emerging Africa Opportunities For CX And BPO

CxO Glasgow Feedback / Stephen Loynd / Founder of TrendzOwl 🦉

Barry Winkless - Cpl Group - What is The Future Of CX Work?

Shane Jackson - Knowledge Rhino - The Value of WFM in CX

Sadiq Mohammed - USMAART - Matching CX Clients To The Right BPO Partner

Marianne Withers & Cath Wohlers - How Can BPOs Handle Vulnerable Customers With Empathy?

BONUS! What Is Happening With BPO Mega-Consolidation?

Ian Barkin - What Is The Future For BPO?

Marko Torovic - NSourcing - Where Is My Limo? Luxury Auto Travel And Luxury CX

Peter Ryan - The 2023 Ryan Strategic Advisory Front Office CX Omnibus Survey RESULTS

Simon Kriss - CX and BPO In Australia

Johan Steyn - Could ChatGPT And AI Kill The Contact Center?

Kirk Laughlin - Nearshore Americas - CX in the Caribbean

Chandni Bhatt - Beauty Pie - Focusing On High Value Subscriptions And CX

Matt Sims - Alorica - Comparing CX Strategies In The US And Europe

Stuart Knight - flōswitch - Cost Optimization And Tech Redundancy For BPOs

Nathan Muniz - 247SECRETARY.COM - Impact Sourcing And Building Community in Philippines BPO

Marianne Rutz - Rutz Consulting - How To Avoid CX Breakdowns

Michelle Cirocco - Televerde - CX Offers A Second Chance For Incarcerated Women

Alistair Niederer - Planning For Permanent WFH And Hybrid

John Sills - MD at The Foundation and Author of 'The Human Experience'

Paige Webster - Global Site Selectors - Global BPO Site Selection

Justin Custer - ChatLingual - The Power of Digital Chat: How it Transforms CX

Stephanie Todd - Soul CX - How Can The Airlines Recover From Their CX Disaster?

Mark Walton - Cloudbase Partners - WFH Audits and Health & Safety For Home Workers

CX In 2023 - Digital, Voice, And Other Trends With A Panel Of Expert Analysts

Mark Hillary and Peter Ryan Look Back At The Best Of CX Files In 2022

The Best CX Podcasters Looking Back At 2022 And Forward To 2023

Steve Mosser - Sensée - Building A Positive Team Culture In WFH CX

Martin Roe - CCI Global - Exploring BPO & CX In Africa

Roger Beadle - Limitless - GigCX And The Future Of Flexible CX

Chris Gillen - A Closer Look - Travel CX Over The Holidays And Into 2023

Jonathan Steiman - Peak Support - From CX Analyst To Building A New BPO Company

Jonas Berggren - Transcom - GigCX And A Flexible Future For CX & BPO