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CX Files

Dec 19, 2024

Mark Lowe is an expert in business risk and security. He is based in Genoa, Italy. Mark is a


Dec 12, 2024

Katrin Langley is a CX expert with experience throughout her career at several major BPO companies. She is based in Tampa, Florida.

Peter Ryan called Katrin to talk about first-time outsourcing. Most companies still handle their customer service processes in-house, even as it has become more and more complex in recent...


Dec 5, 2024

Jose Paz is the founder and CEO of Startups BPO. He is based in Tegucigalpa, Honduras.

Jose has been living and breathing BPO recruitment for many years. In this conversation with Peter Ryan he explores CX recruitment trends in Honduras and the wider nearshore US area.

What are agents expecting when they apply for CX...


Nov 28, 2024

Claas van Delden  is the Chief Growth Officer at yoummday. He is based in Munich, Germany.

Yoummday is a proprietary technology platform for managing remote workforces - what we have summarized on this podcast in the past as 'Gig CX'. Yoummday has a diverse global talent pool of 15,000+ sales and customer care...


Nov 21, 2024

Ted Nardin is the VP of Customer Success & Value Add at Teleperformance Jamaica.

Ted has spent years researching CX. He recently joined Teleperformance and Mark saw a LinkedIn update with this new job title focusing on customer success and value add.

Mark called Ted to discuss this idea. How can BPOs put...