Matt Sims - Alorica - Comparing CX Strategies In The US And Europe
Matt Sims is the President EMEA at Alorica. He is based in the UK. Headquartered in the US, Alorica has recently been leaning into Europe so Mark Hillary called Matt to explore the differences between...
16 Mar 202337min
Stuart Knight - flōswitch - Cost Optimization And Tech Redundancy For BPOs
Stuart Knight is a technology executive with over 25 years experience leading multiple organizations in CIO and CTO roles. He is on the Leadership Team at flōswitch and he is based in Cardiff, Wales. ...
16 Mar 202322min
Nathan Muniz - 247SECRETARY.COM - Impact Sourcing And Building Community in Philippines BPO
Nathan Muniz is the founder of 247SECRETARY.COM. He is based in Ocala, Florida. 247SECRETARY.COM is a BPO that works with agents in the Philippines. Nathan has worked hard to specifically make his tea...
2 Mar 202320min
Marianne Rutz - Rutz Consulting - How To Avoid CX Breakdowns
Marianne Rutz is the founder of Rutz Consulting. She has a long track record of advising BPO and customer service operations and she also hosts the popular Operational Excellence Podcast. She is based...
23 Feb 202331min
Michelle Cirocco - Televerde - CX Offers A Second Chance For Incarcerated Women
Imagine if you were defined by the worst mistake you made for the rest of your life And denied of opportunity, growth and personal success at every turn. That's how it is today for more than 200,000 i...
16 Feb 202323min
Alistair Niederer - Planning For Permanent WFH And Hybrid
Alistair Niederer is well known as a leader in the CX industry. He has led several major companies and was heading the Davies Group customer experience consulting business when the pandemic arrived in...
10 Feb 202331min
John Sills - MD at The Foundation and Author of 'The Human Experience'
John Sills is MD at The Foundation, based in London. The Foundation is a management consultancy focused on growth, but in this episode of CX Files Mark Hillary talked to him about his new book 'The Hu...
2 Feb 202330min
Paige Webster - Global Site Selectors - Global BPO Site Selection
Paige Webster is the Founder and CEO of Webster Global Site Selectors. He is based in Phoenix, Arizona. Paige is focused on site selection and economic development and he has advised companies seeking...
26 Jan 202324min
