CX Files

Auteur(s): Mark Hillary and Peter Ryan
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  • Résumé

  • CX Files features your hosts, CX industry analysts Mark Hillary and Peter Ryan, speaking each week to leading analysts, thinkers, and practitioners focused on managing the Customer Experience (CX). In each episode Mark and Peter talk to their guests about the future of CX, the important trends, and what customers really expect from brands today.
    (C) IT Decisions and Carnaby Content 2018-2024
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Développement commercial et entrepreneuriat Gestion et leadership Économie
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Épisodes
  • Ian Jacobs - Opus Research - The Hype And Reality For AI In CX

    Ian Jacobs - Opus Research - The Hype And Reality For AI In CX
    Feb 20 2025

    Ian 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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    53 min
  • Sid Victor - Movate - Is Flexibility Essential For The Future Of BPO?

    Sid Victor - Movate - Is Flexibility Essential For The Future Of BPO?
    Feb 13 2025

    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...

    https://www.linkedin.com/in/sid-victor-3355b73/

    https://www.movate.com/
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    38 min
  • Phil Fersht - HFS Research - Innovation In CX From AI To AGI

    Phil Fersht - HFS Research - Innovation In CX From AI To AGI
    Feb 6 2025

    Phil 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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    35 min

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