The Ryan Strategic Advisory Front Office BPO Omnibus Survey for 2022 is now published! In this edition of CX Files, Peter talks about the results - focusing on the top 5 countries globally - with a panel of leading global BPO and CX experts... the guests on this episode are: Peter Ryan https://www.linkedin.com/in/peter-ryan-montreal/ Sean Goforth https://www.linkedin.com/in/sean-goforth-9a4725b2/ David Rumble https://www.linkedin.com/in/david-rumble-4a4a09b/ Steve Weston https://www.linkedin.com/in/steve-weston-1843152/ Andrew Wrobel https://www.linkedin.com/in/andrewwrob/ Ann Harts https://www.linkedin.com/in/annharts/ Marianne Rutz https://www.linkedin.com/in/marianne-rutz/ Rolana Rashwan https://www.linkedin.com/in/rolanarashwan/

Jacqui Turner is the founder of Turner Corner Learning Solutions, based in the UK. She specialises in customer service and team leader coaching. Peter called Jacqui to explore the role of coaching and the evolving role of the agent inside customer service solutions. Jacqui started a regular LinkedIn post called the 'Customer Service Dancing Queen' where she dances to music and talks about customer service issues every Friday. It started during the pandemic lockdowns, but continues to be popular today! https://www.linkedin.com/in/jacqui-turner-trainer/ https://turnercorner.co.uk/  

Ivan Kotzev is a research analyst at NelsonHall - he is focused on CX transformation. In this episode, Ivan looks to the future. How is CX transforming in the post-pandemic environment and which technologies and innovations should you be watching out for? https://www.linkedin.com/in/ivankotzev/ https://research.nelson-hall.com/  

Mike Pipicello is the VP of Client Services for GlobalStep. He is based in Montreal, Quebec, Canada. GlobalStep is focused on gaming and digital services so in this edition we are focused on games and player experience - is this hi-tech sector ahead of other industries for CX design? https://www.linkedin.com/in/mikepipicello/ https://www.globalstep.com/

Robin Harrison is the Group Chief Marketing Officer at Webhelp. He is based in the UK. Robin has some strong views on the post-pandemic return to normal. Both employees and customers have changed, so CX strategies also need to evolve. This is a view that CX Files endorses - as can be clearly heard in the introduction with Mark and Peter. Research undertaken by Webhelp with Frost & Sullivan has shown that 92% of CX leaders intend to transform their CX inside the next 12 months - so there is an urgent need to review a post-pandemic strategy for modern CX. During the interview, Robin mentioned the Webhelp Anywhere methodology that codifies much of this thinking - follow the link for more information. https://webhelp.com/anywhere https://www.linkedin.com/in/harrisonrobin/ [Apologies to listeners as Mark tested positive for Covid just after speaking to Robin and was still positive when recording with Peter - plus his neighbour decided to rebuild when the intro recording started!]

It's International Women's Day this week so Peter talked to two inspirational female CX leaders... and name-checked many others that we have also featured on the CX Files! Alexandra Fus, Operations Manager at Valoris in Bucharest, Romania and Kathia Yacaman, EVP at Grupo Karim’s in Honduras talk about what has changed for women in CX - and what could still be improved!  https://www.linkedin.com/in/alexandra-fus-08b79417/ https://www.valoris.ro/ https://www.linkedin.com/in/kathia-yacaman-45216428/ www.grupokarims.com www.altiasmartcity.com

Paula Kennedy Garcia is the global head of Trust & Safety and Content Moderation at Concentrix. Paula is based in Belfast. In this episode, Paula explains to Peter the importance of a T&S strategy and how it's essential to protect both customers and employees when managing content moderation. https://www.linkedin.com/in/paula-kennedy-garcia-1b90b81/ https://www.concentrix.com/

Stephen Loynd is a great friend of the CX Files. He is the founder and principal analyst at TrendzOwl, based in Virginia, US. Stephen joins the CX Files this time to explore the effect of the Great Resignation on jobs and careers in CX... will we see better careers, more flexibility, and the growth of GigCX?

Terry Rybolt is the Chief Revenue Officer of GigCX platform LiveXchange - he is based in Boston, MA.  Terry has just published a new book called "Don't Fear The Gig Worker: GigCX And The Employment Reboot" - written with Mark Hillary from this podcast. Peter Ryan talks to Terry about GigCX, the Great Resignation, and how work will look in the 2020s. https://www.linkedin.com/in/terry-rybolt-808361/ https://livexchange.com/ https://www.amazon.com/dp/B09QTSPPBR/ www.dontfearthegigcxworker.com

Shira Dodi is the VP of Global Support at Checkmarx in Israel. In this episode Shira talks about cybersecurity, data protection, and how CX companies can protect important customer data. https://checkmarx.com/ https://www.linkedin.com/in/shira-dodi-0a0819/