Call them changemakers. Call them rule breakers. We call them Redefiners. And in this provocative podcast, we explore how daring leaders from across industries and around the globe are redefining their organizations—and themselves—to create extraordinary impact in today’s rapidly changing world. In each episode, Russell Reynolds Associates Leadership Advisor Hoda Tahoun and former CEO Clarke Murphy host engaging, purposeful conversations with leaders in and out of the business world who shar ...
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Content provided by Mark Hillary and Peter Ryan, Mark Hillary, and Peter Ryan. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Mark Hillary and Peter Ryan, Mark Hillary, and Peter Ryan or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
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How do we build an inclusive world? Hear intimate and in-depth conversations with changemakers on disability rights, youth mental health advocacy, prison reform, grassroots activism, and more. First-hand stories about activism, change, and courage from people who are changing the world: from how a teen mom became the Planned Parenthood CEO, to NBA player Kevin Love on mental health in professional sports, to Beetlejuice actress Geena Davis on Hollywood’s role in women’s rights. All About Change is hosted by Jay Ruderman, whose life’s work is seeking social justice and inclusion for people with disabilities worldwide. Join Jay as he interviews iconic guests who have gone through adversity and harnessed their experiences to better the world. This show ultimately offers the message of hope that we need to keep going. All About Change is a production of the Ruderman Family Foundation. Listen and subscribe to All About Change wherever you get podcasts. https://allaboutchangepodcast.com/
Sid Victor - Movate - Is Flexibility Essential For The Future Of BPO?
Manage episode 466465560 series 2422471
Content provided by Mark Hillary and Peter Ryan, Mark Hillary, and Peter Ryan. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Mark Hillary and Peter Ryan, Mark Hillary, and Peter Ryan or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
Sid Victor is the Senior Vice President and Head of Support Services at Movate. He is based in Frisco, Texas, USA.
Sid has published his opinion around BPO flexibility on LinkedIn several times. He has made it clear that he feels the future is not human agents OR AI OR any other solution - it is a blend of all the best options and BPOs should be able to offer this blended solution.
For example, should BPOs be capable of offering traditional BPO, Gig CX, and AI all under one roof?
This is what Sid has been talking about for some time. The future for successful BPOs will need to be about more than just offering an automation service or a contact center. They need to offer a flexible mix of everything - building a CX solution using all these ingredients.
Mark Hillary called Sid to find out more...
372 episodes
Share
Manage episode 466465560 series 2422471
Content provided by Mark Hillary and Peter Ryan, Mark Hillary, and Peter Ryan. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Mark Hillary and Peter Ryan, Mark Hillary, and Peter Ryan or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
Sid Victor is the Senior Vice President and Head of Support Services at Movate. He is based in Frisco, Texas, USA.
Sid has published his opinion around BPO flexibility on LinkedIn several times. He has made it clear that he feels the future is not human agents OR AI OR any other solution - it is a blend of all the best options and BPOs should be able to offer this blended solution.
For example, should BPOs be capable of offering traditional BPO, Gig CX, and AI all under one roof?
This is what Sid has been talking about for some time. The future for successful BPOs will need to be about more than just offering an automation service or a contact center. They need to offer a flexible mix of everything - building a CX solution using all these ingredients.
Mark Hillary called Sid to find out more...
372 episodes
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CX Files
1 Michael Aronowitz - VXI - The Reality Of Creating A Profit Center With Your CX Team 26:31
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Play Later Play Later Lists Like LikedMichael Aronowitz is the Senior Vice President of Revenue Growth at VXI Global Solutions. He is based in Miami, Florida. Mark Hillary called Michael to discuss the importance of turning contact centers from cost centers to profit centers, emphasizing the need for revenue generation through customer interactions. Michael highlights VXI's success in winning three Stevie awards for retention, win-back, upsell, and cross-sell. Michael stresses the significance of the human touch in customer interactions, leveraging AI for training and recruitment, and the importance of blending sales and service roles. He argues that companies should focus on driving revenue per interaction and maintaining customer loyalty through personalized service. Many business journals talk about turning the contact center into a profit center, but in this conversation Michael gives his thoughts on how to really make it happen... http://vxi.com/ https://www.linkedin.com/in/michael-aronowitz/…
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CX Files
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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CX Files
1 Amas Tenumah - Amas Talks - The Worst Job in Corporate America Is in a Call Center 36:27
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Play Later Play Later Lists Like LikedAmas 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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CX Files
1 Phil Kitchen - Customer Contact Panel - Jamaica Is Moving Beyond The Nearshore 25:34
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Play Later Play Later Lists Like LikedPhil 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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CX Files
1 Juan Caire & Jim Farnsworth - Alliance BPO - To Hermosillo And Beyond! 25:46
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Play Later Play Later Lists Like LikedJuan Caire is Co-Founder and CEO of Alliance BPO Services, based in Hermosillo, Sonora, Mexico. Jim Farnsworth is the CEO and Founder of Octayne Ventures, based in Denver, Colorado. Peter recently visited Hermosillo and talked to Juan and Jim about the potential for growth in the BPO industry and the importance of value over cost in outsourcing. The event in Hermosillo also emphasized the strategic partnerships Alliance BPO has formed globally to enhance service delivery. An important part of the discussion was also focused on looking beyond the major BPO delivery cities and finding new talent and value in other locations. https://www.linkedin.com/in/juancaire/ https://alliancebpo.net/#home https://www.linkedin.com/in/jifarnsworth/ https://www.linkedin.com/company/octayne/…
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CX Files
1 Chris Dumpleton - Limitless - Is GigCX + AI The Future For Customer Service? 42:40
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Play Later Play Later Lists Like LikedChris Dumpleton is the Chief Sales Officer at Limitless Technology. He is based in London, UK. Limtless is a GigCX platform that offers a connection to freelance customer service agents to brands - replacing the need for a more traditional customer service contact center as all the agents work from home, choosing their own hours and the brands they want to work for. Chris describes it as "Uber for CX." But how does the gig economy work in the CX environment and what are the challenges that clients with experience of the contact center face when they explore these ideas? Mark Hillary called Chris to explore Gig CX and this episode is introduced by Mark and the founder of TrendzOwl, Stephen Loynd... Peter is not feeling well this week so thanks to Steve for stepping in and get well soon Peter! https://www.linkedin.com/in/chris-dumpleton-54557214/ https://www.limitlesstech.com/ https://www.linkedin.com/in/stephenloynd/ https://trendzowl.com/…
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CX Files
1 Dave Rumble - Maistro - Using Gen AI To Find B2B Partners 35:39
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Play Later Play Later Lists Like LikedDave Rumble is Director and Executive Chair of the Maistro Group. Maistro has long been a specialist in helping companies with RFPs and vendor selection. The Maistro platform helps companies to make better sourcing decisons adn their database has very prescise details on thousands of suppliers. Maistro recently introduced the ability to have natural conversations with the database using generative AI, so B2B buyers can engage with the information in the database without needing to build complex queries. Our conversation came about because Forrester Research recently noted that 9/10 B2B buyers are now asking Gen AI for advice and help when selecting a supplier. Mark Hillary wrote an article exploring this and it was noted in the comments that tools like Maistro offer an advantage over the more general publicly available information on suppliers... Mark called Dave to explore how B2B buyers are changing and using AI to find CX suppliers. https://www.linkedin.com/in/david-rumble-4a4a09b/ https://www.maistro.com/ https://www.linkedin.com/pulse/original-human-created-content-more-essential-than-ever-hillary--1vi7f…
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CX Files
1 CCW Berlin 2025 Feedback - with Raya CX and CXHero 32:09
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Play Later Play Later Lists Like LikedPeter Ryan recently attended the CCW Berlin show in Germany. He talked to a lot of people at the show and recorded a conversation with a couple of the CCW stars for their views on BPO in 2025 and what to look out for based on the show in Berlin... This episode featured Peter talking to: Sherif Kamel Poland GM @ Raya CX --- Rachel Poku Founder, CXHero https://www.ccw.eu/en/ https://www.linkedin.com/in/peter-ryan-montreal/ https://www.linkedin.com/in/sherifmk/ https://rayacx.com/get-in-touch/ https://www.linkedin.com/in/rachelpoku/ https://cxhero.co/…
Mark and Peter take a diversion from the usual CX discussion to talk about LinkedIn. Why is it filled with garbage today and what can be done about it? Is there a way back for Microsoft to restore the function of the business networking tool? https://www.linkedin.com/in/markhillary/ https://www.linkedin.com/in/peter-ryan-montreal/…
Last Saturday was International Women's Day 2025. To mark the occasion, Peter Ryan reached out to three leading women working in CX in three different global locations. Listen to his discussion with them about the challenges and opportunities for women in CX in 2025... ---- Samar ElShafie - Egypt Head of Commerical and Client Relations - Octopus Outsourcing https://www.linkedin.com/in/samar-elshafie/ https://octopusoutsourcing.com/ Sabrina Labonte - Canada Marketing Director, Laivly https://www.linkedin.com/in/sabrinalabonte/ https://laivly.com/ Sophia Mohammed - UK Client Parter, USMAART https://www.linkedin.com/in/sophia-mohammed-3a1b851b6/ https://usmaart.com/ ------ https://www.internationalwomensday.com/ https://medium.com/@markhillary/international-womens-day-and-the-challenge-to-dei-in-2025-262c4bd973a3…
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CX Files
1 Sergei Levteev - IBA Group - The Tech Infrastructure Supporting CX 13:22
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Play Later Play Later Lists Like LikedSergei Levteev is the Chairman and CEO of IBA Group. He is based in Prague in Czechia. IBA Group is a technology company with deep experience building and supporting IT infrastructure. They have managed cloud systems, AI, RPA, and are even supporting old mainframe tech. Mark Hillary called Sergei to talk about the IT infrastructure supporting CX. Sergei decided to respond to Mark using the ElevenLabs AI voice system - underlining some of the ideas around how AI can be used to create voice-based systems. https://elevenlabs.io/ https://ibagroupit.com/…
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CX Files
1 Audrey William - Ecosystm - AI In CX: The Main Blockers & Opportunities 31:38
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Play Later Play Later Lists Like LikedAudrey William is Principal Advisor at Ecosystm. She is based between Sydney, Australia and Singapore. Audrey has several areas of research focus, including the Future of Work, Unified Communications, Video and Collaboration, Contact Center, CX, Outsourcing and Conversational AI. Mark Hillary called Audrey to talk about AI in CX - in particular what is happening on the ground in pilots, which are the main tech vendors to watch, and what are the difficulties or blockers that some companies are experiencing - it's not always out-of-the-box! https://www.linkedin.com/in/audrey-william-3a4a04/ https://www.ecosystm.io/…
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CX Files
1 Ian Jacobs - Opus Research - The Hype And Reality For AI In CX 52:46
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Play Later Play Later Lists Like LikedIan Jacobs is the Vice President and Lead Analyst at Opus Research. He is based in San Francisco, California, USA. In this conversation with Mark Hillary, Ian explores how BPO is being transformed by AI and asks if we are sometimes focusing too much on Gen AI? CX practitioners have traditionally focused on the customer-facing AI changes - the improvement in chatbots - but there are many other changes taking place inside the enterprise. Ian also talks about the pilots and experiments in AI that have worked and where more traditional CX is still working well and maybe doesn't need to change... https://www.linkedin.com/in/iangjacobs/ https://opusresearch.net/…
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CX Files
1 Sid Victor - Movate - Is Flexibility Essential For The Future Of BPO? 38:28
38:28 Play Later Play Later Lists Like Liked38:28
Play Later Play Later Lists Like LikedSid Victor is the Senior Vice President and Head of Support Services at Movate. He is based in Frisco, Texas, USA. Sid has published his opinion around BPO flexibility on LinkedIn several times. He has made it clear that he feels the future is not human agents OR AI OR any other solution - it is a blend of all the best options and BPOs should be able to offer this blended solution. For example, should BPOs be capable of offering traditional BPO, Gig CX, and AI all under one roof? This is what Sid has been talking about for some time. The future for successful BPOs will need to be about more than just offering an automation service or a contact center. They need to offer a flexible mix of everything - building a CX solution using all these ingredients. Mark Hillary called Sid to find out more... https://www.linkedin.com/in/sid-victor-3355b73/ https://www.movate.com/…
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CX Files
1 Phil Fersht - HFS Research - Innovation In CX From AI To AGI 35:20
35:20 Play Later Play Later Lists Like Liked35:20
Play Later Play Later Lists Like LikedPhil Fersht is the CEO and Principal Analyst at HFS Research. He is based in Boston, Massachusetts, USA. He recently posted this 'AI continuum' on LinkedIn: https://www.linkedin.com/posts/pfersht_rpa-genai-agentic-activity-7282865406917115904-5lrX Mark Hillary called Phil to talk about this and how AI is offering the opportunity for genuine innovation in CX and BPO. https://www.hfsresearch.com/ https://www.linkedin.com/in/pfersht/ --- March 2010 - Mark Hillary with Phil Fersht podcast https://podcasts.apple.com/us/podcast/phil-fersht-horses-for-sources/id216384010?i=1000404472875…
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Similar to CX Files
Call them changemakers. Call them rule breakers. We call them Redefiners. And in this provocative podcast, we explore how daring leaders from across industries and around the globe are redefining their organizations—and themselves—to create extraordinary impact in today’s rapidly changing world. In each episode, Russell Reynolds Associates Leadership Advisor Hoda Tahoun and former CEO Clarke Murphy host engaging, purposeful conversations with leaders in and out of the business world who shar ...
…
continue reading
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…
continue reading
Some Goodness is hosted by Richard Ellis, a seasoned sales leader passionate about inviting top business minds to share their wisdom. Each episode is only 15-20 minutes, perfect for your commute or workout.
…
continue reading
Big tech is transforming every aspect of our world. But how, and at what cost? This season of Land of the Giants – The Disney Dilemma – focuses on Disney’s ability to weather the ups and downs of the business cycle and changing tastes and explores what has kept it successful for over 100 years. The entertainment giant has leveraged nostalgia and its intellectual property to build a beloved brand, but after an acquisition spree that included Marvel, Lucasfilm, and 20th Century Fox, can it sus ...
…
continue reading
Leading Up is a top-ranking leadership podcast to help you work, lead, and live differently. In Season 7, we’ll shine a light on storytelling, and how it can help aspiring leaders communicate better. Alan Todd, VP of Leadership Development at Udemy, sits down with some of the most thoughtful and exciting leaders, practitioners, and thinkers. Together, we’ll help you unlock your potential and become an even better leader. New episodes drop every Wednesday, so be sure to follow the podcast to ...
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continue reading
Welcome to the What’s Next! Podcast. I’ve met so many brilliant people as I traveled the globe and have had some fascinating conversations that I’ve wished had been recorded so I could share them with you - this podcast was a way for me to recreate those moments and let you in on some fantastic insights. My current conversations center around one objective: what's next for companies and individuals as they look to innovate and grow. I hope these conversations inspire you as much as they have ...
…
continue reading
A top podcast for healthcare leaders, with over one million downloads, Radio Advisory is your weekly download on how to untangle the industry's most pressing challenges to help leaders like you make the best business decisions for your organization. From unpacking major trends in care delivery—like site-of-care shifts and the rise of high-cost drugs—to demystifying stakeholder dynamics, to shining a spotlight on priorities that may get overlooked, we're here to help. Our hosts and seasoned r ...
…
continue reading
Wharton faculty and industry leaders discuss their latest research, books, and relevant business topics. Hosted on Acast. See acast.com/privacy for more information.
…
continue reading
Alessandro Bogliari, CEO and Co-Founder of The Influencer Marketing Factory, a global influencer marketing agency, talks with great guests about influencer marketing, social media, the creator economy, social commerce and much more.
…
continue reading
It’s no secret that business owners want to receive positive reviews and customers want to have a positive experience. In Behind the Review, Yelp and Entrepreneur dig a little deeper on both accounts. Hosted by Yelp’s Small Business Expert, Emily Washcovick, Behind the Review features conversations with reviewers and business owners about their experiences—whether it was one star or five stars—giving listeners behind-the-scenes insights into what was really going on. Restaurants, plumbers, f ...
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