Nov 27, 2025
Nick Jiwa is the founder and president of CustomerServ. He is based in Houston, Texas, USA.
In this episode Nick talks to Peter Ryan about the importance of people in CX - in particular in BPOs. He asks why people have always been central to the customer experience, but now it sounds like everyone is just focused on AI...
Nov 20, 2025
Leigh Hopwood is CEO of the CCMA (Contact Centre Management Association) and Chair of the European Customer Contact Alliance. She is based in London, UK.
Peter Ryan called Leigh to talk about the European Contact Center and Customer Service Awards (ECCCSAs), which celebrate their 25th anniversary on November 25th,...
Nov 13, 2025
Gerry Brown is known as the customer lifeguard. His ambition is to save the world from poor customer service.
Gerry is Canadian and based in the south of the UK.
Gerry has written a book titled 'When a customer wins, nobody loses.' He has a podcast and he is a regular speaker and adviser, regularly hosting CX...
Nov 6, 2025
Paul O'Hara is the Executive Vice President of Business Development at TP EMEA. He is based in the Tyneside area of North-East England.
Paul recently published an article on Customer Think magazine titled "AI Won't End BPO - It'll Supercharge It."
Mark called Paul to ask Paul about the article. What was Paul trying to...