Gregorio Uglioni is an Associate Partner at Forward. He is based in Zurich, Switzerland.

Greg is focused on business transformation and service excellence. He is an outspoken commentator on LinkedIn about the CX and BPO industry in general and his online commentary led to Peter calling him for a conversation.

Greg also hosts the CX Goalkeeper podcast so he is another CX podcaster! Greg's podcast focuses on using the analogy of how a football team (soccer) works together to achieve success and applies this to the CX environment. How can customers and brands both win when they think carefully about their CX strategy?

https://cxgoalkeeper.com/podcast/

https://forwardwith.ch/

https://www.linkedin.com/in/gregorio-uglioni/

Joel Walker is the Co-Founder and Managing Director Platform Services of The Knowledge Group (tkg). He is based in Luxembourg.

Last year Peter saw the tkg vendor selection system, which has details of millions of FTEs working in BPO and CX services globally. The system can help companies find the right supplier based on a large number of variables - it's an independent and impartial advice service that helps CX executives find the best service provider at the right price.

Peter called Joel to talk about CX pricing and how to find the right partner.

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

https://welovetoknow.com/contact/

BONUS EPISODE: CX Transformation in 2025

At the start of 2025, Mark Hillary from CX Files joined Chris Hague from Yoummday and Lian Rowlands from Tayma Solutions to talk about CX trends in 2025.

This discussion was hosted by Yoummday and focused on some of the trends detailed in their CX Report 2025: “Transforming Customer Experiences: The AI Advantage Meets the Human Touch.”

https://www.linkedin.com/in/lian-rowlands-a26119/

https://www.linkedin.com/in/christopher-hague/

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

https://www.yoummday.com/

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🎧 Listen to the original podcast here - youtu.be/dVl4V7NGvhA
⬇️ Download the report here - lnkd.in/efpQBjbP

Veronica Richards is the COO at CALLS Contact Center and VP at WW CALLS Canada. She is based in Burlington, Ontario, Canada.

Veronica is also the marketing director of the Mexico Business Club in Toronto.

Veronica is originally from Mexico and now works with Mexico from her base in Canada so Peter called her to ask about BPO and CX in Mexico in addition to the attractiveness of the consumer market in Mexico - a market with a population of 128 million people.

What opportunities are created by being located so close to the USA and what opportunities are now being created in Mexico itself?

https://www.calls.com.mx/

http://www.wwcallscanada.ca/

https://mexicobusiness.club/

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

Neville Samuels is the CEO of Virtual Staff 365. He is based in Melbourne, Australia.

Virtual Staff 365 offers a virtual staffing service that includes CX. In this discussion with Peter Ryan, Neville explores how virtual staffing can help to create a flexible CX environment that can work for in-house teams or BPOs.

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

https://www.virtualstaff365.com.au/

Mark Lowe is an expert in business risk and security. He is based in Genoa, Italy. Mark is a faculty Member of the ASERI Postgraduate School of Economics and International Relations at the Università Cattolica del Sacro Cuore in Milan. He is also a columinst in the Italian financial journal Fondia & Sicav.

Risk and security are particularly important for CX executives. Who can forget how impossible it was to contact an airline as the Covid pandemic started? Companies managing customer data also have very detailed private data, including payment details - this has to be kept secure.

Over the past year or so there has been constant disruption. Politics, climate change, and unexpected events... how do companies focused on CX manage risk and security?

Peter Ryan called Mark at his base in Italy to talk about this in our final interview on CX Files this year...

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

Jose Paz is the founder and CEO of Startups BPO. He is based in Tegucigalpa, Honduras.

Jose has been living and breathing BPO recruitment for many years. In this conversation with Peter Ryan he explores CX recruitment trends in Honduras and the wider nearshore US area.

What are agents expecting when they apply for CX jobs in the 2020s and what is the reality? How can modern CX brands be creating real careers in CX? How is skills-based hiring changing BPO and CX recruitment? How is AI changing the way that companies hire?

https://www.linkedin.com/in/jose-paz-8883b968/

https://www.startupshonduras.com/

Claas van Delden is the Chief Growth Officer at yoummday. He is based in Munich, Germany.

Yoummday is a proprietary technology platform for managing remote workforces - what we have summarized on this podcast in the past as 'Gig CX'. Yoummday has a diverse global talent pool of 15,000+ sales and customer care freelancers available.

Mark Hillary called Claas to talk about the issues around providing support to customers in multiple languages and whether the platform-based appproach is replacing the more traditional multilingual hubs used by BPO companies...

Claas talks about this specific question and outlines how Gig CX really works in this interview.

https://www.linkedin.com/in/claas-van-delden-b7b3b2/

https://www.yoummday.com/en

CX Report 2025: https://business.yoummday.com/en/yoummday-cx-report-2025