CX Files

Auteur(s): Mark Hillary and Peter Ryan
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  • Résumé

  • CX Files features your hosts, CX industry analysts Mark Hillary and Peter Ryan, speaking each week to leading analysts, thinkers, and practitioners focused on managing the Customer Experience (CX). In each episode Mark and Peter talk to their guests about the future of CX, the important trends, and what customers really expect from brands today.
    (C) IT Decisions and Carnaby Content 2018-2025
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Développement commercial et entrepreneuriat Gestion et leadership Économie
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Épisodes
  • Jonas Berggren - The CX (R)evolution Book

    Jonas Berggren - The CX (R)evolution Book
    Apr 30 2025

    Jonas Berggren writes the popular Transform Customer Service newsletter on LinkedIn. He is the Chief Business Development Officer EMEA and member of the executive leadership team at Transcom. Jonas is based in Stockholm, Sweden.

    Mark Hillary and Jonas have published a new book together called The CX (R)evolution - so Mark called Jonas to talk about how the book project started out.

    In this conversation they talk about how Mark's comments on the newsletter formed the initial idea for a book and how they developed the idea together.

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

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

    https://transcom.com/

    https://www.amazon.com/dp/B0F4XWH1L6
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    22 min
  • Amas Tenumah - Amas Talks - The Worst Job in Corporate America Is in a Call Center

    Amas Tenumah - Amas Talks - The Worst Job in Corporate America Is in a Call Center
    Apr 24 2025

    Amas Tenumah is the host of the Amas Talks podcast. He is based in Oklahoma City, Oklahoma, US.

    Amas has a long history focused on customer service and service innovation. He regularly advises companies and speaks at events forcused on CX. On his LinkedIn Amas says: "I’m a digital philosopher, keynote speaker and customer service thought leader. My thoughts are featured on NPR, NBC, Fox-business and other outlets. I have spent over 20 years in the customer service industry and now advise executives on service modernization."

    Amas recently published an article titled: "The Worst Job in Corporate America is In a Call Center - And Is It Even Worth Fixing?"

    Mark Hillary called Amas to ask about the article and his thoughts behind his statements on contact centers and what he thinks can be improved...

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

    https://www.linkedin.com/pulse/worst-job-corporate-america-call-centerand-even-worth-amas-tenumah-cdcfc/

    https://amastalks.com/
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    36 min
  • Phil Kitchen - Customer Contact Panel - Jamaica Is Moving Beyond The Nearshore

    Phil Kitchen - Customer Contact Panel - Jamaica Is Moving Beyond The Nearshore
    Apr 17 2025

    Phil Kitchen is the Founder & Managing Director of Customer Contact Panel. He is based in Sheffield, UK.

    He recently attended the Outsource 2 Jamaica conference in Montego Bay, Jamaica. Peter Ryan caught up with him to discuss what Jamaica is offering to potential clients in locations such as the UK - outside their more traditional US nearshore market.

    https://www.linkedin.com/in/phil-kitchen-ccp/

    https://customercontactpanel.com/

    Phil's LinkedIn comments on Outsource2Jamaica 2025

    https://www.linkedin.com/posts/phil-kitchen-ccp_outsource2jamaica-bpo-cx-activity-7318574026124058624-yQZd
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    26 min

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