by Mark Hillary and Peter Ryan
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.
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Publishing Since
7/25/2018
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April 17, 2025
<p>Phil Kitchen is the Founder & Managing Director of Customer Contact Panel. He is based in Sheffield, UK.</p> <p>He recently attended the Outsource 2 Jamaica conference in Montego Bay, Jamaica. Peter Ryan caught up with him to discuss what Jamaica is offering to potential clients in locations such as the UK - outside their more traditional US nearshore market.</p> <p><a href= "https://www.linkedin.com/in/phil-kitchen-ccp/">https://www.linkedin.com/in/phil-kitchen-ccp/</a></p> <p><a href= "https://customercontactpanel.com/">https://customercontactpanel.com/</a></p> <p>Phil's LinkedIn comments on Outsource2Jamaica 2025</p> <p><a href= "https://www.linkedin.com/posts/phil-kitchen-ccp_outsource2jamaica-bpo-cx-activity-7318574026124058624-yQZd"> https://www.linkedin.com/posts/phil-kitchen-ccp_outsource2jamaica-bpo-cx-activity-7318574026124058624-yQZd</a></p>
April 10, 2025
<p>Juan Caire is Co-Founder and CEO of Alliance BPO Services, based in Hermosillo, Sonora, Mexico.</p> <p>Jim Farnsworth is the CEO and Founder of Octayne Ventures, based in Denver, Colorado.</p> <p>Peter recently visited Hermosillo and talked to Juan and Jim about the potential for growth in the BPO industry and the importance of value over cost in outsourcing. The event in Hermosillo also emphasized the strategic partnerships Alliance BPO has formed globally to enhance service delivery.</p> <p>An important part of the discussion was also focused on looking beyond the major BPO delivery cities and finding new talent and value in other locations.</p> <p><a href= "https://www.linkedin.com/in/juancaire/">https://www.linkedin.com/in/juancaire/</a></p> <p><a href= "https://alliancebpo.net/#home">https://alliancebpo.net/#home</a></p> <p><a href= "https://www.linkedin.com/in/jifarnsworth/">https://www.linkedin.com/in/jifarnsworth/</a></p> <p><a href= "https://www.linkedin.com/company/octayne/">https://www.linkedin.com/company/octayne/</a></p>
April 3, 2025
<p>Chris Dumpleton is the Chief Sales Officer at Limitless Technology. He is based in London, UK.</p> <p>Limtless is a GigCX platform that offers a connection to freelance customer service agents to brands - replacing the need for a more traditional customer service contact center as all the agents work from home, choosing their own hours and the brands they want to work for.</p> <p>Chris describes it as "Uber for CX."</p> <p>But how does the gig economy work in the CX environment and what are the challenges that clients with experience of the contact center face when they explore these ideas?</p> <p>Mark Hillary called Chris to explore Gig CX and this episode is introduced by Mark and the founder of TrendzOwl, Stephen Loynd... Peter is not feeling well this week so thanks to Steve for stepping in and get well soon Peter!</p> <p><a href= "https://www.linkedin.com/in/chris-dumpleton-54557214/">https://www.linkedin.com/in/chris-dumpleton-54557214/</a></p> <p><a href= "https://www.limitlesstech.com/">https://www.limitlesstech.com/</a></p> <p><a href= "https://www.linkedin.com/in/stephenloynd/">https://www.linkedin.com/in/stephenloynd/</a></p> <p><a href="https://trendzowl.com/">https://trendzowl.com/</a></p>
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