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  • Tugs and Adrian Smith - ATAC Global CX - Proof, Not Promises: Certifying the Remote Contact Center Agent

    Tugs and Adrian Smith - ATAC Global CX - Proof, Not Promises: Certifying the Remote Contact Center Agent
    2026/07/09

    Peter Ryan speaks with Tugs Smith and Adrian Smith, co-founders of ATAC Global CX in Oshawa, Ontario, about the launch of the Certified Remote Service Agent certification. The discussion explores why remote contact center work now needs a trusted global standard, how agents can prove they are ready to handle real customer interactions from home, and why resumes and interviews are no longer enough.

    Tugs and Adrian explain how the CRSA combines written assessment, live call simulation, and blockchain verification to create a portable credential for work-from-home CX professionals. They also discuss how certification can help agents stand out, reduce hiring risk for employers, and give BPOs a stronger signal of quality when competing for new business.

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

    https://www.linkedin.com/in/adriansmith-atac/

    https://atacglobalcx.com/

    Summary:

    Mark Hillary and Peter Ryan discuss the CRSA (Certified Remote Service Agent) program developed by Tugs and Adrian Smith of ATAC, a work-from-home company in Canada. The CRSA is a blockchain-verified accreditation for remote customer service agents, ensuring they can handle complex interactions effectively. The program includes a written assessment and a live voice call simulation, evaluating agents on professionalism, communication, CX operations, technology, health and safety, and compliance. The dynamic and randomized nature of the evaluation ensures agents are tested on their real-time problem-solving skills. The CRSA aims to improve service standards and reduce hiring risks, benefiting both businesses and agents.
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    25 分
  • Muhammad Yahya Patel - Huntress - Cybersecurity Is Now a CX Problem

    Muhammad Yahya Patel - Huntress - Cybersecurity Is Now a CX Problem
    2026/07/02

    Your contact center may be one of the most valuable targets in the enterprise supply chain.

    Peter Ryan speaks with Muhammad Yahya Patel, Cybersecurity Advisor at Huntress, about why cybersecurity has become a critical issue for CX leaders, contact centers, and BPO providers. He is based in Blackburn in the UK.

    Muhammad Yahya Patel explains why CX operations are attractive targets for cybercriminals, how outsourcers can become vulnerable points in the enterprise supply chain, and why customer data makes these environments so valuable to attackers. The conversation explores identity as the new security perimeter, the risks of underinvestment, the difference between compliance and genuine cyber resilience, and why CX organizations need proactive partners rather than just more tools.

    This episode is a timely reminder that cybersecurity is no longer just an IT concern. It is now central to customer trust, operational resilience, and the future of CX delivery.

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

    https://www.huntress.com/

    Summary:

    Mark Hillary and Peter Ryan discuss the importance of cybersecurity in CX delivery, highlighting the vulnerabilities of CX operations within the supply chain. They reference a report by IBM, noting the average cost of a cyber attack cleanup is $5 million, which can be catastrophic for small and medium-sized businesses. Muhammad Yahya Patel from Huntress Labs emphasizes the need for proactive cybersecurity measures, advocating for partnerships that provide tailored solutions rather than just tool purchases. Patel also stresses the importance of continuous cyber resilience and compliance with evolving regulations. The conversation underscores the critical role of cybersecurity in maintaining business continuity and reputation.
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    27 分
  • Donald Berryman - ProfectusCX - The Future For The Enterprise-BPO Relationship

    Donald Berryman - ProfectusCX - The Future For The Enterprise-BPO Relationship
    2026/06/25

    Donald Berryman is the Founder & Managing Director at ProfectusCX. He is based in Florida, USA.

    Don writes a LinkedIn newsletter called The CX Advisor Perspective. He recently published several newsletters focused on how the enterprise to BPO relationship needs to develop - to bridge new AI technology use and also to change how BPOs charge for their services.

    Mark Hillary called Don to explore the issues he raised and how he sees the future of the bridge between the enterprise and BPO and the RFP supplier selection process.

    ProfectusCX

    https://profectuscx.com/

    Don Berryman - LinkedIn

    https://www.linkedin.com/in/don-berryman/

    The CX Advisor Perspective

    https://www.linkedin.com/newsletters/the-cx-advisor-perspective-7460298175136911361/

    Summary

    Mark Hillary and Peter Ryan discuss the evolving CX landscape with Don Berryman, an advisor at Bain and founder of ProfectusCX. Berryman's LinkedIn newsletter, "The CX Advisor Perspective," highlights the need for both BPOs and enterprises to adapt to AI technology. He argues that enterprises must move beyond outdated procurement methods and focus on strategic AI investments to improve customer experience. Berryman emphasizes the shift from headcount-based pricing to outcome-based models, such as per resolved issue or CSAT. He also stresses the importance of co-managed contact centers and the need for BPOs to invest in strategic people and technology to stay competitive.
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    32 分
  • Lara Klick - Klick Advisors - Why Patient Feedback Rarely Leads to Better Care

    Lara Klick - Klick Advisors - Why Patient Feedback Rarely Leads to Better Care
    2026/06/18

    Lara Klick is the Founder and President of Klick Advisors LLC. She is based in Tampa Bay, Florida, USA.

    Klick Advisors is a trust-centered consulting practice that helps healthcare leaders and teams navigate high-stakes moments with clarity, empathy, and courage.

    Lara heard our episode from March where Melanie Disse explored why companies ask for feedback, but don't use it. She suggested that this subject could be explored futther with a focus on healtcare and the Patient Experience - so Mark Hillary called Lara to explore feedback, PX, and designing better healthcare experiences.

    Lara has already recently published a new book titled 'Simple Doesn't Mean Easy' - entirely focused on improving patient experience.

    https://www.linkedin.com/in/lara-klick/

    https://klickadvisors.com/

    https://www.amazon.com/Simple-Doesnt-Mean-Easy-Improvement/dp/B0GY47KDF2

    https://cxfiles.libsyn.com/cxfiles/melanie-disse-melanie-disse-consulting-acting-on-customer-feedback

    Summary:

    Lara Klick, founder of Klick Advisors, discusses the importance of acting on customer feedback, particularly in healthcare. She highlights that healthcare organizations often collect vast amounts of data but struggle to utilize it effectively. Klick emphasizes the need for specialized leaders, a supportive culture, and personalized data delivery. She shares an example where gamification increased nurse compliance from 25% to 75% in three weeks. Klick also stresses the significance of treating complaints as opportunities and co-designing improvements with patients. Her book, "Simple Doesn't Mean Easy," offers insights from her 30 years of experience in healthcare feedback.
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    35 分
  • Guillaume Luccisano - Yuma AI - The Great CX Reset: Why BPOs May Need a New Business Model

    Guillaume Luccisano - Yuma AI - The Great CX Reset: Why BPOs May Need a New Business Model
    2026/06/11
    The BPO Industry Isn't Dying. But It May Need to Reinvent Itself Faster Than Anyone Expected. Yuma AI CEO Guillaume Luccisano argues that customer experience providers must evolve from labor arbitrage specialists into AI orchestrators and systems integrators—or risk becoming irrelevant. For years, critics of the business process outsourcing industry have predicted its demise. First it was robotic process automation. Then conversational AI. Then Generative AI. Yet the industry survived every previous wave of disruption because technology changed the way work was delivered rather than eliminating the need for the service itself. In episode 420 of the CX Files, Guillaume talks to Mark Hillary about these changes and how BPOs may need to adapt. https://www.linkedin.com/in/guillaumeluccisano/ https://yuma.ai/ -------------- Summary: Mark Hillary and Peter Ryan discuss the impact of AI on the BPO industry, featuring Guillaume Luccisano, CEO of Yuma AI. Luccisano argues that traditional BPO models are outdated, emphasizing AI's potential to automate 100% of customer service within 2-3 years. He highlights Yuma AI's success in deploying AI agents since 2023, achieving automation rates up to 89%. Luccisano predicts a significant shift in the job market due to AI, suggesting BPOs must evolve into systems integrators to survive. He also notes the cost efficiency of AI, with interactions costing under $1 compared to $4-$8 for human agents. ---- The BPO Industry Isn't Dying. But It May Need to Reinvent Itself Faster Than Anyone Expected. Yuma AI CEO Guillaume Luccisano argues that customer experience providers must evolve from labor arbitrage specialists into AI orchestrators and systems integrators—or risk becoming irrelevant. For years, critics of the business process outsourcing industry have predicted its demise. First it was robotic process automation. Then conversational AI. Then Generative AI. Yet the industry survived every previous wave of disruption because technology changed the way work was delivered rather than eliminating the need for the service itself. But according to Guillaume Luccisano, founder and CEO of Yuma AI, this time may be different. Speaking on Episode 420 of the CX Files podcast, Luccisano argued that the traditional BPO model—selling customer service through large pools of human agents—is facing a challenge unlike anything it has encountered before. His view is stark: AI is no longer just helping agents do their jobs better. It is increasingly capable of doing the job itself. And if that trend continues, the industry will need to redefine its purpose. The End of the "Cost Per Interaction" Era Luccisano's company specializes in AI-powered customer service automation for retail and e-commerce brands. He claims some clients are already automating the vast majority of customer interactions. What has changed, he argues, is that AI is no longer limited to answering questions from a knowledge base. Modern AI agents can access customer records, understand context, follow workflows, execute transactions, and complete tasks. In other words, they are moving beyond information retrieval and into operational execution. This matters because the traditional BPO business model has largely been built around charging for human effort—whether measured in agents, hours, seats, or interactions. If AI can handle increasing volumes of customer contacts at a fraction of the cost, then the economics begin to shift dramatically. A contact that once required several dollars of human labor may eventually be resolved for a few cents in computing costs. Even if those figures are debated, the direction of travel is becoming difficult to ignore. The Problem Isn't Technology. It's Incentives. One of Luccisano's most interesting observations is that many outsourcing providers are already talking extensively about AI. The question is whether they are deploying AI to genuinely transform operations or merely adding enough AI to satisfy customer demand while protecting existing revenue streams. That creates an uncomfortable tension. A provider whose business depends on thousands of agents has little incentive to aggressively deploy technology that could reduce the number of agents required. As Luccisano noted, many providers find themselves caught between serving today's business model and preparing for tomorrow's. The challenge is not technical. It is organizational. And perhaps even existential. Why Investors Are Nervous The sharp decline in the share prices of several publicly traded CX providers has fuelled speculation about the sector's future. Luccisano believes investors are not simply reacting to hype. They are attempting to price in a future where customer service becomes significantly more automated, more efficient, and therefore less dependent on large labor-intensive operations. Whether investors have overreacted remains open to debate. But the market is clearly asking a difficult question: What ...
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    38 分
  • David Rickard - Everest Group - Elevate Ethiopia

    David Rickard - Everest Group - Elevate Ethiopia
    2026/06/04

    David Rickard is a partner at Everest Group. He is based in the UK.

    David recently visited Ethiopia for the Elevate Africa event. In this conversation with Peter Ryan David gives his take on Ethiopia and Africa more generally for CX and BPO.

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

    https://www.everestgrp.com/

    https://www.weelevateafrica.org/

    ---

    Africa has been talked about as "the next big thing" in outsourcing for at least two decades. South Africa became a serious global CX delivery location. Egypt built a powerful multilingual BPO proposition. Kenya, Ghana, Rwanda, and several other markets are now attracting attention as buyers look beyond the traditional offshore giants.

    But Ethiopia is starting to enter the conversation in a more serious way.

    In Episode 419 of CX Files, Peter Ryan interviewed David Rickard, a partner at Everest Group, shortly after David returned from the Elevate Africa conference in Ethiopia. The conversation was valuable because David was not offering a promotional pitch. As an analyst, his job is to look at both sides of the equation: the opportunity and the obstacles.
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    25 分
  • CXOutsourcers 2026 - Voices From The Conference

    CXOutsourcers 2026 - Voices From The Conference
    2026/05/28

    The annual CXOutsourcers Mindshare event took place in Ottawa, Canada, earlier in May 2026 (May 18-20).

    Peter Ryan took a microphone onto the conference floor to capture ideas and comments from the delegates in Canada for this CX-focused event.

    https://cxoutsourcers.com/

    In this episode of CX Files you will hear comments from:

    Sean Duncombe - COO, Neuroframe (USA)

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

    Nathalie Siphengphet - CMO and VP Strategy, NQX (Canada)

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

    Yanique Grant - Chief CX Specialist, ElevateCX (USA)

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

    Seandette Wiltshire - Founder, The Contact Hub (Barbados)

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

    Dave Rumble - various roles including Director and Chair Maistro Group and board advisor to NDH Group (UK)

    https://www.linkedin.com/in/david-rumble-4a4a09b/

    Krzysztof Herdzik - Co-founder and Chief Expert, Nalu Experts (Poland)

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

    Fauad Nasir - CEO and Founder, EmpireOne BPO (Canada)

    https://www.linkedin.com/in/fauad-nasir/

    Anna Yotova - Head of Innovation and co-founder, CALLBOXS (Bulgaria)

    https://www.linkedin.com/in/anna-yotova-2471aa17b/

    Veronica Richards - VP at WW Calls Canada (Canada)

    https://www.linkedin.com/in/veronica-richards-9b26969/

    Faye Joubert - CRO, iTalk International (South Africa)

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

    Terez Rijkenberg - Executive Coach (UK)

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

    Vinay Parmar - MD, Customer Whisperers (UK)

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

    Note: the order listed here is the order the voices feature in the podcast - there is no secret formula about the order. It's the order in which Peter sent the audio files to Mark Hillary to be included in this episode.
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    28 分
  • Jonas Berggren - Transcom - What Makes Customers Love A Brand?

    Jonas Berggren - Transcom - What Makes Customers Love A Brand?
    2026/05/21

    What makes a customer love a brand?

    It is a simple question, but it quickly becomes complicated. People often reach for the obvious examples. Apple customers lining up overnight for the latest iPhone. Harry Potter fans queuing in costume outside bookshops. Lego fans who pass their love of the brand from one generation to the next.

    Jonas Berggren, Chief Client Officer EMEA at Transcom, explores this question. What connects the best brands with customers and building a relationship that can last for many years?

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

    https://www.transcom.com/
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    35 分