CX Files – Details, episodes & analysis

Once you are into CX, you never leave... this summarises how Martin Anderson explains the journey he has taken over the past 21 years building the Lemon Contact Centre near to Durham in the north-east of the UK.

Peter Ryan talks to Martin about the entrepreneurial nature of BPO and CX, how he got started, and how he manages to compete in a business where the competition can be both local and global.

https://www.linkedin.com/in/martin-anderson-%F0%9F%8D%8B-b5372123/

https://www.lemoncontactcentre.co.uk/

Jonas Berggren is the Head of Global Accounts EMEA at Transcom. He is also a member of the Transcom EMEA management team. He is based in Stockholm, Sweden.

Jonas has a long history designing customer experience processes, but he is also well known as an innovative thought leader. He publishes a popular LinkedIn newsletter titled "Transform Customer Service" that explores the future transformation of CX. 

Often the newsletter looks to the future of CX, but recently it has been exploring how AI is immediately changing the CX landscape.

In this episode of CX Files Mark Hillary talks to Jonas about some of his newsletter themes and how he sees the future of CX in both the short and long term...

https://www.linkedin.com/in/jonasberggren2/

Transform Customer Service Newsletter:

https://www.linkedin.com/newsletters/transform-customer-service-6992863124731113474/

https://transcom.com/

Erin Broecker is the Senior Director for Global Content Strategy at Teleperformance. She is based in Sacramento, California.

Erin is focused on content. How it is created and how it is published. She is endlessly thinking about how people within our industry learn about CX strategies. Erin plans which organizations Teleperformance can work with to create greater insights into the industry and how the company can publish this information.

Erin talked to Peter Ryan about content creation and how to use networks like LinkedIn to publish it for a global audience.

https://www.linkedin.com/in/erin-b-411150a/

www.teleperformance.com

Ricardo Pedroza is the USA Executive Director of PROCOLOMBIA - the government agency focused on developing business, foreign investment, and tourism for Colombia. With a recent change of government, many in the BPO industry have been talking about how Colombia can continue the CX success of recent years. Listen to Ricardo explain the Colombian experience and their strategy for the future with Peter Ryan.

https://procolombia.co/en

https://www.linkedin.com/in/ricardopedroza/

Peter Ryan called on Sean Goforth and Lynda Arsenault to give their feedback on a visit by a group of international BPO influencers and advisers to Georgia this week. In this call, Lynda and Sean are on the ground in Georgia giving their immediate feedback on the visit, hosted by Enterprise Georgia.

Sean Goforth is the research director at Ryan Strategic Advisory. He is based in Mexico City, Mexico.

Lynda Arsenault is a Foreign Direct Investment specialist advising several organisations including AHP International. She is based in Canada.

https://www.linkedin.com/in/lynda-arsenault/

http://www.ahp-international.com/

https://www.linkedin.com/in/sean-goforth-9a4725b2/

https://ryanadvisory.com/

https://www.linkedin.com/company/enterprisegeorgia/

https://www.enterprisegeorgia.gov.ge/en

Victor Pereda is the CEO of Nearsol. He is based in Irvine, CA.

Victor and Nearsol have advised many startups on how to manage the transition from in-house CX to working with a partner to cope with the hypergrowth that happens when a new service takes off. In this episode he talks about some of this experience with startups and how small fast-growing companies can handle a sudden explosion in customer numbers.

http://nearsol.com/

https://www.linkedin.com/in/victor-pereda/

Indu Badlani is the CEO at business process management experts Project Space and co-founder of StaffingExpert - a recruitment company focused on BPO and contact centers. She is based in Manila, Philippines.

Indu talked to Peter Ryan about how BPO and CX recruitment is changing, how CX careers are developing, and how the industry looks post-pandemic. What are the most common staffing challenges in the present environment?

https://www.linkedin.com/in/indu-badlani-b8408025/

http://www.project-space.co/

https://www.staffingexpert.com/

Simon Yoxon-Grant is the CEO of TLScontact. He is based in the UK. TLS is focused on providing visa and consular services so if you have had to travel since the pandemic - and you needed to apply for a visa for your destination - then it's possible TLS processed it.

With this detailed inside knowledge of who is traveling and where, Simon gives his views on how the travel industry coped with the pandemic, what the recovery will look like, and what might be coming soon with digital travel and biometrics.

https://www.tlscontact.com/en/

https://www.linkedin.com/in/simon-yoxon-grant-b719914/

Claas van Delden is the Chief Growth Officer of Yoummday. He is based in Munich, Germany.

Yoummday is a highly flexible work-from-home CX specialist that has recently purchased Icon, the Prague-based BPO. In this episode, Peter Ryan asks Claas about flexible BPO in Europe and what the acquisition means for Yoummday and Icon.

https://www.linkedin.com/in/claas-van-delden-b7b3b2/

https://www.yoummday.com/

Cheryl Paarwater is Managing Director at Enerlytics & Call Lab BPO. She is based in Cape Town, South Africa.

In this conversation with Peter Ryan, Cheryl talks about the ongoing entrepreneurial nature of BPO and how CX is supporting career development in South Africa.

https://www.linkedin.com/in/cheryl-paarwater/

https://call-lab.com/