Podcast appearances and mentions of Peter Ryan

Miguel Familia is the CEO and co-founder of Wise BPO. He is based between the Dominican Republic and St. Petersburg, Florida, USA. Miguel has a long history in CX, but one year ago he decided to create a new BPO brand - serving clients from the Dominican Republic. Peter called Miguel to learn about his story of creating a new CX brand, his background in this industry, the advantages of the DR, and his vision for the future of CX. https://www.linkedin.com/in/miguel-familia-b0b37812/ https://wisebp.com/ SUMMARY: Mark Hillary and Peter Ryan introduce Miguel Familia, CEO and co-founder of Wise BPO in the Dominican Republic. Miguel shares his journey from starting in BPO at 17 to establishing Wise BPO, emphasizing the importance of people over technology in customer service. He highlights the challenges of securing initial business deals and the success of engaging with new prospects. Miguel advises budding entrepreneurs to be genuine in their interactions. 

After a lengthy AFL trading period, the biggest news surrounds a player who didn't get his wish - Essendon captain Zach Merrett, who couldn't get to Hawthorn. Michael Gleeson, Jake Niall and Peter Ryan also examine Charlie Curnow's monster move to the Swans and the new-look Demons after Christian Petracca and Clayton Oliver were shipped off to new clubs.Support the show: https://subscribe.theage.com.au/See omnystudio.com/listener for privacy information.

Stories of ordinary people doing extraordinary things. That's how hunting author Peter Ryan describes his latest book Riding the Echo Down: Hunting Adventures from New Zealand and Around the World. The book is a collection of illustrated essays exploring hunting and the natural world and includes previously unpublished historical and modern images, vintage ephemera, maps, journal entries, news clippings, and artwork. It follows stories of hunters and adventurers from Africa, Asia, the Americas, and New Zealand. Peter Ryan has hunted around the world. After time spent in New Zealand and Australia, he volunteered for an aid project in southern Africa which led to an epic series of solo journeys across South America and Africa. His writing and images have appeared in hunting journals including Sporting Classics, Gray's Sporting Journal, Fieldsports and NZ Hunter. He speaks to Kathryn Ryan.

After Hawthorn finally came to the party and came up with a trade offer for Essendon captain Zach Merrett, our podcasters - Andrew Wu and Peter Ryan - are sceptical that a deal can be reached, even with the deadline only 24 hours away. "Hawthorn haven't come up with a deal that respects the fact that they have to lose something beyond a pick - they have to lose a player," explains Ryan. The machinations of deals involving big names Charlie Curnow, Clayton Oliver and Christian Petracca are also on the agenda.Support the show: https://subscribe.theage.com.au/See omnystudio.com/listener for privacy information.

This week we have a group of CX and BPO experts who recently visited Georgia. This nation of 3.6m people is positioned on the Black Sea, at the intersection of Europe and Asia, and is working hard to position itself as an attractive destination for CX and BPO sourcing. Peter Ryan talked to people who travelled with him to visit Georgia this year to explore questions such as the ease of doing business there, the opportunity for multilingual CX, and how Georgia is attracting more digital and high-tech talent. Featured in the discussion: Elona Ymeri Service Delivery Manager, Assist Digital Tirana, Albania https://www.linkedin.com/in/elonaymeri/   Traci Freeman Managing Member, Believe Consulting Johannesburg, South Africa https://www.linkedin.com/in/tracifreeman/   Jasen Shirley Head of Customer Service and Sales, North America/Canada, SIXT Riverview, Florida, US https://www.linkedin.com/in/jasen-shirley-688a651b8/ ------------ https://www.investingeorgia.org/ https://www.linkedin.com/company/enterprisegeorgia/ https://www.enterprisegeorgia.gov.ge/ SUMMARY: Mark Hillary and Peter Ryan discuss a recent visit to Georgia sponsored by Enterprise Georgia, highlighting the country's potential as a CX and BPO destination. The trip involved 15 stakeholders, including Jason Shirley, Ilona, and Tracy Freeman, who all shared their impressions in the discussion. Key points include Georgia's cultural alignment with the West, fast internet, co-working spaces, and ease of business setup. The Government Services Center was praised for its efficiency and customer service. The discussion also touched on Georgia's multilingual workforce, advanced skills, and the potential for complex services. Comparisons with Jamaica and other established BPO destinations were made, emphasizing Georgia's readiness for higher-value outsourcing.

Sam McClure's scoop senses are tingling, are Zak Butters and Zach Merrett about to execute their exit strategies and blow the trade period wide open? Sam says something is afoot, but he's not sure what. He joins Peter Ryan to talk about day four of trading, including Jamarra Ugle-Hagan's redemption story and Steven May's prospects of finding a new club.Support the show: https://subscribe.theage.com.au/See omnystudio.com/listener for privacy information.

The Swans are frontrunners for Charlie Curnow, but only if they are willing to give up something Carlton wants. Clayton Oliver tours the GWS facilities and the Suns build a moat around Bailey Humphrey. Sam McClure and Peter Ryan discuss the deals that happened on day two of the AFL trade period, those that are taking shape and those that are stuttering. Plus, they ask what are the risks and rewards for clubs who make their disgruntled players honour their contracts, and is their a path for Zach Merrett to make his way to Hawthorn.Support the show: https://subscribe.theage.com.au/See omnystudio.com/listener for privacy information.

Traci Freeman holds a number of roles, including as the managing member of Believe Consulting, but in this conversation we focused on her role as a partner of the Africa Federation of GBS Associations. This federation is aimed at unlocking Africa's potential in the BPO, CX and ITO sectors. Enhancing Africa's standing as a hub for innovation, knowledge exchange, and technological advancement, promoting partnerships, youth employment, and digital enablement while driving best practices and standards. Mark Hillary called Traci at her base in Johnannesburg, South Africa to talk about the work of the federation and the opportunities for CX and BPO across all of Africa. https://www.linkedin.com/in/tracifreeman/ https://www.linkedin.com/company/africa-gbs-federation/ https://africagbsfederation.org/ SUMMARY Mark Hillary and Peter Ryan discuss the Africa Federation of GBS Associations, an initiative led by  a team including Traci Freeman to promote Global Business Services (GBS), Business Process Outsourcing (BPO), and IT services across Africa. The federation aims to manage perceptions of Africa as a high-value destination, foster knowledge sharing, and support regional development. Key countries like Egypt and South Africa are leveraging their experience to help emerging markets like Kenya, Rwanda, and Ghana. The federation, launched in February 2024, includes members from various African countries and aims to host global community engagement events by 2026-2027.

Kwame Agyei is the founder and CEO of Appoynt. He is based in London, UK with operations in Ghana. In this conversation with Peter Ryan, Kwame tells the story of how and why he founded Appoynt during the Covid pandemic and the opportunity for more businesses to work with partners in Ghana. https://www.linkedin.com/in/kwame-agyei-b3ab1333/ https://www.appoynt.co.uk/ --- SUMMARY Mark Hillary and Peter Ryan discuss the growth of BPO services in Ghana, highlighting Kwame Agyei's venture, Appoynt. Kwame, an accountant by background, founded Appoynt during the COVID-19 pandemic to leverage Ghana's talent and regional advantages. The company specializes in back-office support, accounts receivable, and customer support for SMBs in the US and UK. Kwame emphasizes the importance of understanding market capabilities and building trust through quality service. They also discuss the potential impact of proposed US legislation on offshoring and the emerging potential of Ghana as a BPO hub.

Will the Lions roll the dice on Lachie Neale and what are the risks? And will the Cats go tall or small in replacing defensive pillar Tom Stewart? Andrew Wu and Peter Ryan call injury analyst Libby Birch into this week's Real Footy tipping podcast as they discuss the factors that will decide the AFL grand final between the Geelong Cats and Brisbane Lions.Support the show: https://subscribe.theage.com.au/See omnystudio.com/listener for privacy information.

Enea Dervishi is the Operations Director at Simetrix Solutions. He is based in Durres, Albania. Last month, Enea published an article in Customer Think titled "From Beaches To Business: Is Albania's BPO Wave About To Break?" The article kicked off a fevered discussion on LinkedIn because it did not focus on the usual BPO regional comparisons - how many airports, graduates etc... it directly compared the BPO possibilities in Albania with much larger and established destinations such as South Africa and India. Albania is on track to join the EU soon and although it is in Europe, companies there can compete with many regions that are much further away. Is it a hidden gem for European nearshoring? Mark Hillary and Peter Ryan discuss this and then Mark speaks with Enea in the interview. https://www.linkedin.com/in/edervishi/ https://simetrix-solutions.com/ https://customerthink.com/from-beaches-to-business-why-albanias-bpo-wave-is-about-to-break/ SUMMARY Mark Hillary and Peter Ryan discuss the emerging CX delivery destination of Albania, highlighting its potential to compete with established BPO hubs like South Africa and the Philippines. Enea Dervishi, Director of Operations at Simetrix in Albania, notes the country's 20-year experience in BPO, multilingual capabilities, and cultural alignment with Western markets. Albania's proximity to Europe and its agile, personalized service are key attractions. Dervishi emphasizes the need for coordinated promotion and plans to expand Albania's presence in both the US and Europe, targeting American companies unfamiliar with Albania's BPO capabilities.

The season is on the line as Geelong faces Hawthorn and Collingwood take on the Brisbane Lions. Who will win and why, and what factors will decide these two epic preliminary finals? Andrew Wu and Peter Ryan discuss the games and the tactics that will decide them in this week's episode of the Real Footy tipping podcast.Support the show: https://subscribe.theage.com.au/See omnystudio.com/listener for privacy information.

David Powers is the VP of CX at Rooter Hero. He is based in Los Angeles, CA. David is also a published author and the host of the CX Riot Radio podcast.  This conversation between Mark Hillary and David came about because of a recent CX Riot Radio epsisode titled 'The Three-Faced AI God' where David talked about his experience of using AI in the contact center. David's experience shows that AI has genuine value, but there is a big difference between the genuine application of AI to improve CX and what is promised by many commentators and "AI gurus." David is both a CX leader and manager, in addition to his role commenting on the industry, therefore his direct experience with AI in the contact center provides a helpful comment on what is working, what is not, and what CX leaders can do to get the most from their AI strategy. https://linktr.ee/caffcx https://rooterhero.com/ https://www.linkedin.com/in/davidjpowers2/ SUMMARY Mark Hillary and Peter Ryan discuss the pragmatic views of David Powers, VP of CX at Rooter Hero, on AI in customer experience (CX). Powers critiques the over-reliance on AI, which often frustrates customers and agents, and emphasizes practical AI use cases like agent assist tools and automated summaries. He highlights the importance of transparency and maintaining human interaction in CX. Despite AI's potential, many projects fail to generate ROI, with research suggesting that 95% are not creating value. Powers advocates for a balanced approach, using AI to enhance agent performance rather than replacing human agents, and stresses the need for common sense in AI implementation.

What was it that derailed the Crows' first final and can they bounce back on Friday night against the Hawks in the semi-final? On the Real Footy podcast, Andrew Wu and Peter Ryan discuss finals tipping tactics and the Q Clash Wuey - and all of Queensland - has been waiting for.Support the show: https://subscribe.theage.com.au/See omnystudio.com/listener for privacy information.

Cheryl Paarwater is the Managing Director at Enerlytics & Call Lab BPO. She is based in Cape Town, South Africa. Cheryl has championed CX in South Africa for many years and is a board member of BPESA - the trade promotion agency for business process service companies in South Africa. In this conversation with Peter Ryan, Cheryl explores how BPO and CX has created many opportunities for employment in South Africa - and beyond - and this has created a very positive socio-economic ripple effect. People leaving informal jobs and entering contact centers pay tax, support their family, and help to support other businesses selling services to those working directly in BPOs. As AI is gradually introduced in many CX processes, there is a fear in the industry that entry-level positions may no longer be staffed by humans. The most immediate effect is a reduction in the number of jobs created, but what are the wider effects of thinking that we can just replace people with bots? https://www.linkedin.com/in/cheryl-paarwater/ https://call-lab.com/   SUMMARY:  Mark Hillary and Peter Ryan discuss the impact of artificial intelligence (AI) on customer experience (CX) jobs, particularly in South Africa. Cheryl Paarwater, CEO of Call Lab, highlights concerns about AI replacing human roles, which could exacerbate unemployment and social issues. Despite AI's potential to automate 10-15% of roles, Peter notes that many AI projects fail, citing a 42% failure rate in 2020. Cheryl emphasizes the need for AI to enhance human roles rather than replace them, suggesting AI could improve education and support high-value interactions. They stress the importance of a balanced approach to AI implementation in CX.

Collingwood have the edge in finals experience but is their form good enough to silence the hyped-up Adelaide crowd? Will Geelong's soft run late in the season be a help or hindrance when they take on the Lions at the MCG? This week on the Real Footy tipping podcast, Andrew Wu and Peter Ryan run the ruler over the AFL qualifying finals as well as the two cut-throat elimination finals - GWS v Hawthorn and Fremantle v Gold Coast.Support the show: https://subscribe.theage.com.au/See omnystudio.com/listener for privacy information.

Send us a textIn this episode of Navigating the Customer Experience, we are joined by Peter Ryan, President and Founder of Ryan Strategic Advisory, is recognized globally as one of the foremost experts in customer experience (CX) and business process outsourcing (BPO). For over two decades, Peter has advised CX outsourcers, enterprises, governments, and associations on strategic issues like technology deployment, offshore positioning, and service delivery. He is also the publisher of the annual CX Technology and Global Services Survey, considered the most comprehensive look into the minds of enterprise CX leaders across North America, Europe, and Asia Pacific.Peter's journey into CX began in London more than 20 years ago at Data Monitor, a market analysis firm. Though unfamiliar with CRM at the time, his curiosity and willingness to learn launched a career that has since evolved into running his own advisory business for nearly a decade. Today, he is a trusted voice in the industry, helping organizations align technology, outsourcing, and strategy to elevate customer experience.A highlight of Peter's work is his CX Technology and Global Services Survey. Now in its 8th year, the study benchmarks enterprise priorities, investment areas, and challenges. The 2025 survey, with over 800 decision-makers, revealed three major themes:Data security, compliance, and regulation remain top concerns, with leaders prioritizing fraud prevention, cybersecurity, and privacy compliance.BPO partnerships continue to grow, proving outsourcing is now integral to CX delivery.AI fatigue is rising. While organizations remain interested, fewer leaders expect demand for AI tools to increase, instead seeking real, proven use cases.Peter also co-founded the CX Outsourcers Conference with Tracy Freeman and Mark Angus. Since 2018, it has become a global gathering of CX and outsourcing leaders, offering unfiltered dialogue and cross-industry perspectives. After stops in Las Vegas, Atlanta, and Munich, the next conference will take place in Ottawa in 2026—their first outside the U.S.Looking ahead to 2026 and beyond, Peter identifies two priorities for CX leaders:Fix declining service levels. Consumer satisfaction is hitting historic lows, with indexes in the U.S. and U.K. “plumbing new depths.” Leaders must ask why customers feel underserved and address the gaps.Fight for CX investment. Leaders must secure budgets to evolve people, processes, and technology. Relying on outdated methods won't work—organizations need continual recalibration to retain customers cost-effectively.Beyond strategy, Peter shares his personal inspirations. Two books shaped his outlook: What Does This Button Do? by Bruce Dickinson, which illustrates the power of lifelong learning and reinvention, and The Hawke Memoirs by Australian Prime Minister Bob Hawke, highlighting resilience and decisive leadership.For daily productivity, Peter relies on WhatsApp, which has become his go-to professional communication tool, far more effective than overloaded email inboxes.Currently, Peter is most excited about growing the CX Outsourcers community, creating safe spaces for executives to collaborate, share best practices, and elevate the industry without the pressure of sales.When it comes to adversity, Peter lives by the philosophy that “things can only get better” and emphasizes personal responsibility: while external factors may be uncontrollable, we remain masters of our own destiny.This episode offers a rich perspective on CX strategy, outsourcing trends, and the leadership mindset required for the years ahead.Recommended Books:What Does Th

The Dogs and Dockers have it all to play for. It's crunch time for the Hawks and Lions, and also our tipsters. Listen to the Real Footy tipping podcast as Andrew Wu and Peter Ryan provide their tips and expert advice as the 2025 home and away season draws to a thrilling conclusion.Support the show: https://subscribe.theage.com.au/See omnystudio.com/listener for privacy information.

Nasiah Wanganeen-Milera's shrewd negotiating skills are rewarded with the richest contract in AFL history. Adelaide star Izak Rankine is under investigation for an alleged homophobic slur. And, the race for the final eight is going down to the wire. Michael Gleeson, Caroline Wilson and Peter Ryan bring you all the news from a big week of footy on the Real Footy podcast.Support the show: https://subscribe.theage.com.au/See omnystudio.com/listener for privacy information.

If you need to make up some ground with your tipping, this is the round to make your move. Andrew Wu and Peter Ryan don't agree on much in this week's Real Footy tipping podcast, but they are united about the potential for round 23 to shape tipping contests all over the country. Listen in to find out who they're tipping and why.Support the show: https://subscribe.theage.com.au/See omnystudio.com/listener for privacy information.

The Age journalist Peter Ryan joined Wide World of Sports to discuss the significant moves the Saints are making in the free agency market. See omnystudio.com/listener for privacy information.

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Dave D'Arcy is the founder of Laughing Leadership. He is based in Tring, close to London in the UK. Laughing Leadership was created to guide business leaders to build the environment to nurture and develop happy engaged employees. The solution is not in bean bags, slides, fruit on Friday or free tea and coffee. It is in culture. And culture is a byproduct of leadership style.  In this conversation with Peter Ryan, Dave talks about some of the 'groundhog day' issues he keeps reading about and seeing in CX. Why do we keep reading about the same CX issues over and over again? Why is the CX business news from years ago just about the same as today? Why do we always see the hype cycle with new technologies - such as AI? https://www.linkedin.com/in/davemdarcy/ https://www.davedarcy.co.uk/ https://www.youtube.com/shorts/qbH1R9yDdr4   CX FILES IS TAKING A BREAK FOR THE REST OF AUGUST - WE ARE BACK ON SEPTEMBER 4! Keep tuning in as we plan to repeat some clips from this time exactly five years ago during the Covid pandemic - how did the CX industry cope? CX Files switched to almost daily interviews during the early part of the pandemic, so we will clip a few of the best interviews to share with you again this August... see you again in September!   SUMMARY: Mark Hillary and Peter Ryan discuss the final episode of the CX Files podcast before taking a break in August. They introduce Dave D'Arcy, founder of Laughing Leadership, who focuses on leadership and employee engagement. D'Arcy critiques common CX industry issues, such as outcome-based pricing models, lack of investment in training, and the overemphasis on impact sourcing. He argues that AI has not lived up to its hype and has led to employee disengagement. D'Arcy emphasizes the need for businesses to invest in their employees and align strategies with clear business objectives.

Will the "sacked-coach bounce" work in reverse for the Demons when they take on the Western Bulldogs following Simon Goodwin's axing? Andrew Wu and Peter Ryan expect so in this week's edition of the Real Footy tipping podcast. Plus, they discuss what Will Day's foot injury means for Hawthorn, both in terms of this week's game against Collingwood and their finals prospects. And you can catch up on all their tips for in round 22 of the 2025 AFL season as tipping contests go down to the wire with just 28 games left in the home and away season.Support the show: https://subscribe.theage.com.au/See omnystudio.com/listener for privacy information.

Amanda Quinn is the Founder and Principal of Quinn Growth Advisors. She is based in Raleigh, North Carolina, USA. In this conversation with Peter Ryan, Amanda talks about her work advising BPOs on how to build growth and develop a sales pipeline. Amanda advises focusing on deep expertise and specialization, rather than claiming to offer every single service and excelling at none of them. How can BPOs compete and leverage technology to improve what they offer to clients? https://www.linkedin.com/in/amandaquinnmalach/ https://quinngrowthadvisors.com/   SUMMARY: Mark Hillary and Peter Ryan discuss the challenges faced by BPOs (Business Process Outsourcing) in the market, emphasizing the need for specialization over generalism. They highlight the inefficiencies of BPOs claiming to offer a wide range of services without excelling in any. Amanda Quinn, founder of Quinn Growth Advisors, is introduced as a guest who advocates for BPOs to focus on niche markets and develop deep expertise. Quinn advises BPOs to identify their strengths through internal stakeholder meetings and client feedback, and to expand by adding related services or industries. She also stresses the importance of charging for value-added services and leveraging technology to enhance service delivery.

Gazing into the crystal ball that is the AFL ladder predictor, Andrew Wu and Peter Ryan deliver some final-eight forecasts that surprise even themselves on this week's tipping edition of the Real Footy podcast. Turning their attention to round 21, they pontificate over the prospects of the Western Bulldogs against GWS, weigh-up a fascinating clash between Adelaide and Hawthorn and disagree vehemently over who will triumph in Saturday night's MCG match between Collingwood and the Brisbane Lions.Support the show: https://subscribe.theage.com.au/See omnystudio.com/listener for privacy information.

Mike Ortegon is a customer solutions director at Yoummday. He is an American based in London and he has a focus on the global travel industry - with a long track record of leadership roles in travel companies. Mark Hillary called Mike to talk about travel. How has it recovered since the pandemic? What trends are travel companies seeing that are new for the 2020s? Are travel companies becoming more proactive in their approach to the customer experience? Why are some people around the world protesting that there is too much tourism now? Mike talked about all these issues and explored how the customer experience is integral to ensuring that customers enjoy their travel and also want to remain loyal to the hotel/airline/travel agency they are using... https://www.linkedin.com/in/mikeortegon/ https://www.yoummday.com/   SUMMARY Mark Hillary and Peter Ryan discuss the evolving travel industry with Mike Ortegon, a customer solutions director at Yoummday. They explore the impact of anti-tourism protests, the rise of multi-generational travel, and the shift from reactive to proactive customer service. Ortegon highlights the importance of automation, local experiences, and inclusivity, noting that 50% of travelers now take more than one trip annually. He also emphasizes the need for travel companies to balance technology with human touch, especially for Gen Z, and to address accessibility challenges for travelers with mobility issues. The conversation underscores the industry's focus on enhancing customer experiences and adapting to changing travel behaviors.

In a round of intrastate rivalries, we turn to the Age's two best tipsters of 2025 for the Real Footy podcast. Peter Ryan and Michael Gleeson debate if the Suns can turn the tables on the Lions in the match of the round, who'll win an intriguing "Battle of the Bridge" in the Harbour City and a tricky match-up between St Kilda and Melbourne. Plus, they identify the No.1 benefit of Carlton and Essendon getting more prime-time games Support the show: https://subscribe.theage.com.au/See omnystudio.com/listener for privacy information.

Jon Florence is the SVP of Industry Solutions at Xima Software. He is based in South Jordan, Utah. Xima is a contact center software company that is focused on AI solutions. Peter Ryan called Jon to discuss AI in CX. Beyond the hype, how can companies managing their own CX and BPOs all benefit from the use of AI in the contact center? What are the genuine and practical use cases that move the dial and which claims are just hype?  What can you really do with AI today? https://www.linkedin.com/in/jon-florence-67019a79/ https://ximasoftware.com/ SUMMARY: Mark Hillary and Peter Ryan introduce Jon Florence, SVP of Industry Solutions at Xima Software. Jon explains his role in integrating AI into customer experience solutions. They delve into the hype cycle of AI, comparing it to the VoIP boom, and emphasize the importance of understanding business needs before implementing AI. Jon advises starting with simple AI tools like speech analytics and messaging bots, and stresses the need for certified integrations. He also highlights the importance of testing AI capabilities and ensuring long-term vendor stability to avoid future consolidation issues.

Crunch time is approaching in the AFL season, for clubs and tipsters alike. On the Real Footy podcast, Peter Ryan and Danny Russell give us their tips for round 19, including the must-watch clash between the Dogs and Lions, "danger games" for the Cats and Pies and a sneaky contender for match of the round between the Crows and Suns. As The Age's resident racing writer, Danny provides listeners with an added bonus. Stay tuned all the way to end to catch his 10th tip of the week.Support the show: https://subscribe.theage.com.au/See omnystudio.com/listener for privacy information.

While the Bombers and Tigers played out a stinker at the MCG, the non-Victorian clubs made their charge in round 18. This week on the Real Footy podcast Michael Gleeson Jake Niall and Peter Ryan discuss all the important news in the AFL, including questions hanging over the Bulldogs, Collingwood's conundrums and ask whether Fremantle has been ruthless enough with their veterans.Support the show: https://subscribe.theage.com.au/See omnystudio.com/listener for privacy information.

Thomas Oronti is the CEO at Advensus. He is based in Santo Domingo, Dominican Republic. The CX Files has explored many different nearshore options in the Caribbean region, but has never explored the Dominican Republic before and yet this location has the advantage of being able to easily offer customer support in English, Spanish, and French - thanks to Haiti also sharing the island of Hispaniola. https://maps.app.goo.gl/wgpE2LoSLp9tu6TX6 Peter Ryan talked to Thomas about the growing importance of the DR in the nearshore CX and BPO sector and how Advensus strongly focuses on the role of the agent in any CX strategy. https://www.linkedin.com/in/thomas-oronti-67777a12/ https://advensus.com/   SUMMARY: Mark Hillary and Peter Ryan discuss the Dominican Republic's growing importance in the BPO and CX sectors. Thomas Oronti, CEO of Advensus, highlights the DR's unique trilingual labor pool, strong English proficiency, and robust connectivity. Advensus has grown from 100 to over 5,500 seats in 19 years, offering services like translation, collections, and customer service. The DR's stability, political reliability, and cost-effectiveness make it a premier nearshore destination. Oronti emphasizes the need for better English training programs and the potential for servicing Spanish, French, and English markets. The DR's success is attributed to its flexible workforce and strategic location.

Andrew Wu and Peter Ryan debate whether tipping nine can be more or less meaningful depending on the round, whether the Suns will announce themselves as the real deal this Friday night and discuss why North Melbourne's clash with the Demons is of particular interest.Support the show: https://subscribe.theage.com.au/See omnystudio.com/listener for privacy information.

In a bumper edition of this week's podcast, the pros, cons and implications of a radical AFL fixture revamp idea are put under the spotlight, our podcasters Michael Gleeson, Jake Niall and Peter Ryan get animated when discussing what 'success' in the AFL should look like and they tackle a key question for Carlton fans: would the club be better off if Jacob Weitering replaced Patrick Cripps as captain?Support the show: https://subscribe.theage.com.au/See omnystudio.com/listener for privacy information.

PANEL: In Face of Stagnating Favorability Ratings, What's Next for South African Offshore CX? When Ryan Strategic Advisory published the most favorable offshore location study last May, South Africa had dropped to third position, compared to more recently topping the poll. This survey features feedback from over 800 CX decision-makers and is potentially the largest survey that explores where CX leaders will consider operations. https://ryanadvisory.com/india-is-the-most-favored-offshore-cx-delivery-point-in-2025/ India and the Philippines are now the most popular destinations, but have these giant destinations just reasserted their postiion or is something going wrong in South Africa? South Africa is still in the top three destinations, but is this slip from the top position a significant change or a blip? Peter Ryan called together a group of three experts to talk about the change in favorability and what is next for BPO and CX in South Africa...   Lian Rowlands Owner and Principal Consultant at Tayma Solutions Liverpool, UK https://www.linkedin.com/in/lian-rowlands-a26119/   Steve Weston Founder  of ApexCX Baltimore, MD, USA https://www.linkedin.com/in/steve-weston-1843152/ https://www.linkedin.com/company/apexcx-customer-experience-support-services/   Mark Essey CEO Custom Connect South Africa Durban, South Africa https://www.linkedin.com/in/markessey/ https://www.customconnect.com/   Summary: In the CX Files podcast episode from July 3, 2025, hosts Mark Hillary and Peter Ryan discuss the recent Ryan Strategic Advisory survey on CX technology and global services, which ranked offshore destinations for favorability. India ranked first, the Philippines second, and South Africa tied for third with Poland. The conversation features experts Lian Rowlands, Steve Weston, and Mark Essey, who discuss South Africa's decline in favorability rankings despite maintaining a strong delivery system. They highlight the need for South Africa to reinvent its value proposition, focusing on data security, compliance, and advanced technology to regain its top position. The discussion emphasizes the importance of government support, industry cooperation, and forward-thinking strategies to enhance South Africa's BPO sector.

Andrew Wu and Peter Ryan hit rock bottom and the nervous nineties, respectively, on the tipping edition of the podcast this week. Will the Blues-Pies clash be tighter than people think? Can the Bombers cause an upset against the Suns? Will the Cats be lethargic coming off the bye? And is this the week the Demons get taught a lesson?Support the show: https://subscribe.theage.com.au/See omnystudio.com/listener for privacy information.

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 proven - in contrast to many of the AI projects we have covered recently on the podcast. Mark Hillary called Pete to get an ouline of the various ways in which a visual approach to CX can transform how the support process works and how this also creates opportunities for managing fraud and identity. As the conversation suggests: we need humans In CX so why are we restraining them by not allowing them to see what the customer can see?  https://www.linkedin.com/in/pete-jones-gryppcorp/ https://grypp.io/about-us/   Summary: Mark Hillary and Peter Ryan discuss the evolution of visual customer experience (CX) with Pete Jones, CEO of Grypp. They highlight how visual CX, which allows agents to see customer issues in real-time, can reduce communication inefficiencies and enhance customer service. Jones shares that one in five enterprises now use visual CX, and Grypp has released 20 new innovations in the past two years. They also explore the potential of visual CX in fraud prevention and its integration with AI to improve customer interactions and operational efficiency. Jones emphasizes the importance of immediate value and the potential for significant cost savings and improved customer satisfaction.

On paper it seems like a straightforward AFL round. But on this week's Real Footy tipping podcast, Andrew Wu and Peter Ryan have sage advice for tipsters searching for a sneaky upset. They ponder if Sydney are the league's sleeping giant, whether the Bulldogs will salute in Bont's 250th and whether the under-siege Blues can resurrect their season against Port Adelaide.Support the show: https://subscribe.theage.com.au/See omnystudio.com/listener for privacy information.

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 failing (Gartner says that 85% of AI projects are failing at present). In this episode Peter Ryan aims to do some myth-busting. Where is AI in CX today? What are the real use cases and where is the hype? Peter talked to two CX leaders - in the UK and US - to discuss their thoughts on the realities of using AI in CX today... This episode features the guests: Nicola Collister CEO and Founder of Custerian - based in Bowden, near Manchester UK https://www.linkedin.com/in/nicola-collister-7b34ba2/ https://www.custerian.com/chat-to-us   Jerry Briggs CEO and Owner of ApexCX - based in Washington DC, USA https://www.linkedin.com/in/jerryhbriggs/ https://www.linkedin.com/company/apexcx-customer-experience-support-services/   Interview led by Peter Ryan: https://www.linkedin.com/in/peter-ryan-montreal/ ---- Summary Mark Hillary and Peter Ryan discuss the hype cycle surrounding AI in customer experience (CX) with guests Nicola Collister and Jerry Briggs. They highlight the disparity between AI adoption in the US and China, noting that many US companies are still in the hype phase, while Chinese companies are using AI for practical applications. The conversation emphasizes the need for strategic AI implementation aligned with business goals, rather than just adopting AI for the sake of innovation. They also discuss the importance of understanding AI's limitations and potential negative impacts on both customers and employees. The guests stress the need for clear communication and realistic expectations from AI vendors and consultants.  

After climbing to the shared lead of The Age tipping contest, Peter Ryan joins Andrew Wu on the Real Footy tipping podcast to discuss the risks worth taking in round 15, St Kilda's selection strategy and how the Lions need to lift to topple the in-form Cats. Amid the expert advice, there's a healthy dose of banter, a few laughs and we even learn how the House of Wu will be watching the must-see clash between the Giants and Suns.Support the show: https://subscribe.theage.com.au/See omnystudio.com/listener for privacy information.

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 over all their services and a client from a more regulated environment. What needs to be considered when working to design CX for a regulated industry? https://www.linkedin.com/in/owen-campbell-a4602b173/ https://www.wearekura.com/   SUMMARY Mark Hillary and Peter Ryan discuss the complexities of customer experience (CX) in regulated industries with Owen Campbell, Operations Director at Kura, a BPO focused on culture and people development. Campbell highlights Kura's work with heavily regulated sectors like healthcare, utilities, and financial services, emphasizing the importance of compliance and agent training. He notes that while innovation may take longer in regulated environments, it is still possible. Campbell also discusses Kura's strategic planning sessions, the importance of data security, and the shift towards outcome-based models for advisors. He predicts increased use of AI and automated compliance in the coming years.

Can the Hawks continue their winning ways in Launceston against the Crows, and does Patrick Dangerfield's return to Geelong's forward line stifle Jeremy Cameron's influence? Peter Ryan is back to join Andrew Wu behind the mic for this week's Real Footy tipping podcast to answer these curly questions while also sharing a few laughs and their tipping wisdom. Plus, we find out why Wuey got home so late from last week's trip down the highway to GMHBA Stadium. Tune in to find out more.Support the show: https://subscribe.theage.com.au/See omnystudio.com/listener for privacy information.

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/cxoutsourcers-2025/ --- Peter Ryan talked to: Carrie Ramskill - COO HGS (UK) https://www.linkedin.com/in/carrie-ramskill-503446223/ https://hgs.cx/ Ahmed Refky - CEO Planovate (Orlando, FL, USA) https://www.linkedin.com/in/ahmedrefky/ https://www.planovate.com/ Kevin Lightfoot - CMO Ascension International (Frisco, TX, USA) https://www.linkedin.com/in/kevinlightfoot/ https://ascensionbpm.com/    

On this episode, we discuss trust and safety trends — including emerging challenges and opportunities — and how the evolution of technology is shaping CX leaders' priorities in 2025.Fraudulent activity, cyber attacks, data breaches and harmful user-generated content are on the rise. To combat these threats, robust trust and safety programs have become more important than ever. Our expert guests share how organizations are adapting their approaches despite resource constraints and explain why proactive trust and safety programs are crucial in delivering exceptional customer experiences.Listen for the compelling insights of Peter Ryan, president and principal analyst at Ryan Strategic Advisory, and Ljubiša Velikić, vice president, trust and safety at TELUS Digital.Show notesWant to learn more about the latest trends in trust and safety programs? Download a copy of TELUS Digital's report, Safety in numbers: Trust and safety trends, 2025.

Libby Birch, Andrew Wu and Peter Ryan look back at the players they should have taken and those they regret picking in our pre-season super draft before tipping round 12. Are the Hawks a sneaky chance against the rampaging Pies? How much of an impact is the change of coach having on the Swans? And is the Demons' bounceback the real deal? SEE THE TEAMS AND VOTE HERE: https://www.theage.com.au/sport/afl/we-drafted-three-teams-of-current-afl-players-which-is-the-best-20250219-p5ldi6.htmlSupport the show: https://subscribe.theage.com.au/See omnystudio.com/listener for privacy information.

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 a BPO destination, citing its respectful culture, strong English proficiency, and service-oriented mindset. Zucker emphasizes the importance of understanding client needs, maintaining client relationships, and providing simplified pricing models. He advises entrepreneurs to seek knowledgeable, involved partners and to consider the feasibility of outsourcing tasks. Mark talked to Peter Ryan about his journey as an entrepreneur and the specific needs of smaller companies when outsourcing. https://www.linkedin.com/in/markzucker/ https://www.mcvotalent.com/

Peter Ryan and Andrew Wu fail the maturity test as they discuss the route to victory for Carlton, the hardest game of the round to tip and why Essendon should be in the eight right now.Support the show: https://subscribe.theage.com.au/See omnystudio.com/listener for privacy information.

After a humiliating election defeat, the historic coalition between the Liberal Party and the National Party has imploded. The extraordinary split between the two conservative parties leaves Australia without a united and effective opposition, meaning that on their own, have no hope of beating Labor at the next election in three years time. Australia correspondent Peter Ryan spoke to Lisa Owen.

Perceived "wealthy" people with more than $3 million in their superannuation accounts are getting edgy about a proposed new tax that might see them pay more. The new tax managed to avoid scrutiny during the recent election campaign, but in the face of the wealthy paying a little more tax, some are starting to pay attention. Australia correspondent Peter Ryan spoke to Lisa Owen.

Labor Prime Minister Anthony Albanese and his revamped ministry has been officially sworn on after a landslide election win a more than a week ago. Australia correspondent Peter Ryan spoke to Lisa Owen.