CX Files

Pete Jones is the founder and CEO of Grypp. He is based in the UK between London and Birmingham. Grypp is a visual platform that aims to help contact centers and the agents working within them see what their customers can see. This can be a transformative technology for many support environments and it is low cost and

Nicola Collister and Jerry Briggs talk to Peter Ryan about AI in CX We have talked many times on this podcast about AI and the hype aound what it can do for CX designers and managers. But what can it really do? We are being flooded with AI-themed ideas on LinkedIn daily, but it is also clear that many AI projects are f

Owen Campbell is the operations director at Kura. He is based in Glasgow, Scotland. Kura is a BPO based in the UK, but also with operations in South Africa. They have a number of clients from various regulated industries and Owen talked to Mark Hillary about the differences between a client that has complete control ov

David Neale is the Founder and CEO of GBPO Solutions. He is based in the UK. David has experience as a buyer of BPO services and as a representative of BPOs. With this insight he decided that one of the missing ingredients in the BPO sales process is transparency - how does anyone know that what a BPO says about their

The 2025 CXOutsourcers event took place earlier in May in Munich, Germany. Peter called on a few of the delegates to get their feedback and key takeaways from the event. https://cxoutsourcers.com/ https://nearshoreamericas.com/cxoutsourcers-forum-trade-and-cx-disruptions-take-center-stage/ https://ryanadvisory.com/cxou

Mark Zucker is the Co-Founder of MCVO Talent Outsourcing. He is based in Chicago, Illinois. Mark shares his journey from founding a wedding album manufacturing company (almost 30 years ago) to starting MCVO, which specializes in helping small businesses in North America. He highlights the benefits of the Philippines as