Erin Broecker is the Senior Director for Global Content Strategy at Teleperformance. She is based in Sacramento, California.

Erin is focused on content. How it is created and how it is published. She is endlessly thinking about how people within our industry learn about CX strategies. Erin plans which organizations Teleperformance can work with to create greater insights into the industry and how the company can publish this information.

Erin talked to Peter Ryan about content creation and how to use networks like LinkedIn to publish it for a global audience.

https://www.linkedin.com/in/erin-b-411150a/

www.teleperformance.com

Michael Morrison is the Chief Revenue Officer at NCRI Inc. He is based in Toronto, Canada. Peter called Michael to talk about CX and BPO in Canada and how Canada has played a dual role as a nearshore BPO destination for the US as well as being an important market for customer service itself... come and listen to a discussion about the great white north! 🇨🇦🍁

https://www.linkedin.com/in/michael-morrison-9961052/

https://www.linkedin.com/company/nrci-inc/

https://ncri.com/

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

https://media.smart.com/eu

Seandette Wiltshire is the founder and director of strategy and operations at The Contact Hub. She is based in Christ Church, Barbados.

The Contact Hub offers contact center and marketing services to companies in Barbados - and beyond. In this conversation with Peter Ryan, Seandette talks about creating a new BPO in Barbados and how the region is developing a growing reputation for the quality of CX services.

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

https://gocontacthub.net/

Steve Mosser is the Group CEO & Chief Innovations Officer at Sensée. He is based in London, UK.

Sensée is a work-from-home specialist, but has recently purhased The Contact Company, in Liverpool UK. This more or less doubled their size, but means they now offer both contact center and WFH options.

In this conversation, Steve focuses on the evolution of workforce management and flexible working patterns, why this is good for the clients and the agents, and how to create flexibility while still investing in agents - rather than creating a casual workforce.

https://www.linkedin.com/in/steve-mosser-77136712/

https://www.sensee.co.uk

https://newsblog.sensee.co.uk/sensee-creates-a-powerhouse-in-uk-based-cx-outsourcing-with-purchase-of-the-business-of-the-contact-company/

CXOutsourcers 2024 took place on May 1/2 in Atlanta, GA.

Both Mark Hillary and Peter Ryan were at the event. Mark talked to some of the speakers and delegates about their thoughts on what they experienced and learned from the event.

This podcast features:

Stephen Loynd, Founder and Principal at TrendzOwl

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

Rod Jones, Founder Rod Jones Contact Center Consulting

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

Yanique Grant, MD of Professional Training and Occupational Services Ltd. (PTOS)

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

Tyler Ashby, COO of Agents Only

https://www.linkedin.com/in/tyler-ashby-agentsonly/

Neil Sturrock, Global Customer Support Director

Wave Mobile Money

https://www.linkedin.com/company/wavemm/

https://www.linkedin.com/in/neils74/

Chris Gillen is the CEO of A Closer Look. He is based very close to Atlanta, GA, so the CX Outsourcers conference is a local event for him. In this conversation he gave Mark Hillary a preview of his CXO keynote speech on CX and AI and keeping humans in the loop

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

https://a-closer-look.com/

https://cxoutsourcers.com/

Alex Muñoz is CEO of the Hispanic Media Center in San Diego, CA. He is focused on advertising and marketing for the hispanic community in the USA.

Alex talked to Mark Hillary from Mexico City about the importance of understanding the complex nature of the hispanic community in the US and not just assuming there is a broad need for an "English" customer experience and another in "Spanish"...

Alex will be talking about this in more detail at the CX Outsourcers conference in Atlanta on May 1/2. This conversation is a short preview where Alex talks about his forthcoming talk with the CX Files...

https://www.linkedin.com/in/alex-munoz-media-sales/

https://hispanicmediacenter.com/

https://cxoutsourcers.com/