Podcast appearances and mentions of Peter Ryan

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.

Listen to the full segment.See omnystudio.com/listener for privacy information.

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.

Cześć! Tym razem biorę na warsztat świeżutki raport „Europe and the Nearshore 2025”, który przygotował Peter Ryan i jego zespół z Ryan Strategic Advisory. To tylko 12 stron, ale za to napakowanych po brzegi wiedzą i danymi o trendach nearshoringowych w obszarze usług Customer Experience.Dlaczego warto się tym zainteresować? Bo nearshoring to już nie tylko modne słowo, ale realny kierunek, w którym zmierza świat biznesu – zarówno w Europie, jak i poza nią. W raporcie znajdziemy nie tylko przegląd preferencji rynków europejskich co do lokalizacji outsourcingowych, ale też bardzo ciekawe wnioski na temat tego, co jest (a co przestaje być) ważne przy wyborze dostawcy usług CX.Opowiadam m.in. o tym:jakie lokalizacje cieszą się największym zaufaniem firm z Holandii, Niemiec, Francji, Włoch czy Wielkiej Brytanii,co firmy europejskie uważają za kluczowe atuty outsourcera – od AI w CX po compliance i analitykę klienta,dlaczego niektóre „gorące” tematy, jak impact sourcing czy metaverse, wciąż są nisko oceniane,jak globalna mapa outsourcingu ulega zmianie – w grze coraz mocniej są Karaiby, Afryka i Ameryka Południowa.Zaskoczeń nie brakuje, a dane naprawdę dają do myślenia – zarówno dostawcom usług, jak i firmom, które je kupują. Polecam Wam też samodzielnie pobrać raport – jest darmowy, wystarczy podać e-mail. Link znajdziecie w opisie odcinka.Zapraszam do słuchania – no i jak zawsze, zachęcam do subskrypcji, komentarzy i wspierania podcastu. Do usłyszenia!  Kluczowe punkty rozmowy:·         Raport "Europe and the Near Shore 2025" autorstwa Ryan Strategic Advisory analizuje preferencje rynkowe związane z nearshoringiem w branży Customer Experience.·         Holenderskie firmy preferują Polskę, Bułgarię i Słowację jako główne lokalizacje do outsourcowania usług CX.·         Włoskie firmy najchętniej korzystają z usług CX dostarczanych przez Słowenię, Chorwację i Rumunię..  Linki:Raport Europe and the Nearshore: 2025 - https://ryanadvisory.com/europe-and-the-nearshore-2025/Strona główna Ryan Strategic Advisory - https://ryanadvisory.com/Porozmawiaj o tym odcinku ze sztuczną inteligencją – https://bbs-bez-tajemnic.onpodcastai.com/episodes/VsrzseHn10I/chat  ****************************  Nazywam się Wiktor Doktór i na co dzień prowadzę Klub Pro Progressio https://klub.proprogressio.pl/pl – to społeczność wielu firm prywatnych i organizacji sektora publicznego, którym zależy na rozwoju relacji biznesowych w modelu B2B. W podcaście BSS bez tajemnic poza odcinkami solowymi, zamieszczam rozmowy z ekspertami i specjalistami z różnych dziedzin przedsiębiorczości.Zapraszam do odwiedzin moich kanałów na:YouTube - https://www.youtube.com/@wiktordoktorFacebook - https://www.facebook.com/wiktor.doktorLinkedIn - https://www.linkedin.com/in/wiktordoktor/Moja strona internetowa - https://wiktordoktor.pl/Możesz też do mnie napisać. Mój adres email to - kontakt(@)wiktordoktor.pl  ****************************  Patronami Podcastu “BSS bez tajemnic” są:Marzena Sawicka https://www.linkedin.com/in/marzena-sawicka-a9644a23/ Przemysław Sławiński https://www.linkedin.com/in/przemys%C5%82aw-s%C5%82awi%C5%84ski-155a4426/Damian Ruciński - https://www.linkedin.com/in/damian-rucinski/Szymon Kryczka https://www.linkedin.com/in/szymonkryczka/Grzegorz Ludwin https://www.linkedin.com/in/gludwin/Adam Furmańczuk https://www.linkedin.com/in/adam-agilino/Anna Czyż - https://www.linkedin.com/in/anna-czyz-%F0%9F%94%B5%F0%9F%94%B4%F0%9F%9F%A2-68597813/Igor Tkach - https://www.linkedin.com/in/igortkach/  Wspaniali ludzie, dzięki którym pojawiają się kolejne odcinki tego podcastu. Ty też możesz wesprzeć rozwój podcastu na:Patronite - https://patronite.pl/wiktordoktorPatreon - https://www.patreon.com/wiktordoktorBuy me a coffee - https://www.buymeacoffee.com/wiktordoktorZrzutka.pl - https://zrzutka.pl/j8kvarBecome a supporter of this podcast: https://www.spreaker.com/podcast/bss-bez-tajemnic--4069078/support.

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.

This episode features Peter Ryan, a finance professional with a background in helping clients navigate financial decisions post-divorce. Peter draws on his experience both professionally and personally, having grown up in a divorced family, to offer practical advice and insight into the financial realities that many people, particularly women, face during and after divorce. He explains the common emotional attachments to assets like the family home and pensions and stresses the importance of understanding the bigger financial picture to make informed decisions that support long-term security. (00:00) Introduction to the Podcast (00:34) Meet Peter Ryan: Financial Advisor Specializing in Divorce (02:09) Understanding the Financial Impact of Divorce (04:39) Navigating Financial Decisions Post-Divorce (09:13) The Importance of Cash Flow Modeling (17:23) Addressing Financial Abuse in Relationships (21:36) Preparing for Divorce: Steps to Take (22:35) Understanding Financial Fears in Divorce (23:44) The Importance of Budgeting (25:58) Fairness in Financial Settlements (28:13) Emotional Spending During Divorce (30:40) Financial Advice for All Wealth Levels (33:18) Encouraging Financial Literacy (37:18) Long-Term Financial Planning (38:39) Connecting with Financial Advisors (40:11) Final Thoughts and Encouragement KEY TAKEAWAYS Divorce is often an emotional time, so understanding what matters most financially is crucial. Clients frequently focus on assets like the family home and pensions without knowing their full financial implications. Emotional attachment to assets can sometimes hinder practical and beneficial financial decisions. Seeing the bigger financial picture helps clients secure long-term stability post-divorce.   BEST MOMENTS "What we typically see is people will get fixated on the house or on the pension." "People often attach emotion to assets — like the house being tied to the children's continuity and stability." "Rarely do they understand what that actually means in practical terms." "Holding onto that might actually not be the best decision in the long term." GUEST LINKS LinkedIn - www.linkedin.com/in/peter-ryan-a02b90244/ www.bradbyswm.co.uk EPISODE LINKS Use the link below to sign up to the TalkingParents App. 30 Day FREE trial available alongside a completely FREE option too! https://talkingparents.com/dirhm If you enjoy this podcast here is the link to the book 'Do I Really H*te Men?'. It's packed with actionable and inspirational content to help you think, feel, heal and create your beautiful life that you deserve! UK: https://www.amazon.co.uk/dp/1068789107 USA: https://www.amazon.com/dp/1068789107 Exciting news! I now have four powerful and affordable course downloads available in my Patreon Shop—starting at just £20. Each one is designed to help you take meaningful steps forward in your healing and growth journey.

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.

The credit rating agency Moody's has stripped the United States of its triple-A credit rating, warning investors about rising levels of government debt and a widening budget deficit. The agency has shifted the US rating down one notch to AA1, while changing its outlook from negative to stable. Novo Nordisk, the company that makes the weight loss drugs Ozempic and Wegovy, is abruptly ousting its chief executive, Lars Fruergaard Jørgensen, over concerns the firm is losing ground in the popular weight-loss drug market. Consumer boycotts of countries and companies are on the rise, with the latest being an Indian tourism boycott of Turkey and Azerbaijan. This comes as some Canadians boycott the US, while others refuse to buy from some specific companies over their policies. We will be joined throughout the programme by Rahul Tandon is joined by two guests on opposite sides of the world: Lori Ann Larocco, senior editor at CNBC Business News in the US, and Peter Ryan, ABC's senior business correspondent in Australia.

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.

Andrew Wu and Peter Ryan discuss footy fortresses, why Collingwood fans have reason to be confident against the Crows and the Bulldogs’ consistency in 2025.Support the show: https://subscribe.theage.com.au/See omnystudio.com/listener for privacy information.

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. 

The fallout from Labor's election landslide continues with two of the three major parties losing their leaders. The race is now on to replace the biggest casualty - Peter Dutton who led the Liberal National coalition to a historic defeat. Australia correspondent Peter Ryan spoke to Lisa Owen.

Andrew Wu and Peter Ryan discuss teams that struggle on the road, whether Collingwood can make do without a handful of stars and how to work a Bunsen burner in this week's tipping edition of the Real Footy podcast. Plus, the TDK Cup, GWS' record at the Cattery and are the Swans back?Support the show: https://subscribe.theage.com.au/See omnystudio.com/listener for privacy information.

Recriminations are under way about how the conservative opposition led by the Liberal Party suffered a humiliating election defeat at the weekend, the worst in 80 years.The soul searching comes as victorious Labor Prime Minister Anthony Albanese basks in his landslide win, after earlier bets that he'd be unlikely to form a majority government. Australia correspondent Peter Ryan spoke to Lisa Owen.

Voters are going to the polls in Australia to choose their next government following a hard-fought campaign during which living costs, climate concerns and the impact of Donald Trump's trade tariffs have featured strongly. Shares of Rockstar's parent company, Take-Two Interactive, tumbled by as much as 8% on Friday morning after it announced that it has delayed the launch by a year – to May 26, 2026. With the company being valued at around 40 billion US dollars, that is a lot of money being shaved off. The U.S. President Donald Trump repeated that he will revoke Harvard University's tax-exempt status, saying that "We are going to be taking away Harvard's tax-exempt status. It's what they deserve!" Harvard, which is already suing the Trump administration, said that this is unlawful. And Skype Will Shut Down on Monday, May 5, As Microsoft Shifts to Teams. Davina Gupta will hear from one of the creators of the Skype ringtone. Throughout the programme, we'll be joined by two guests on opposite sides of the world – Peter Ryan, ABC's senior business correspondent who is in Australia, and Diane Brady, Executive Director of Fortune Live Media and Editorial Director of the Fortune CEO Initiative.

There will be a national vote on Saturday in Australia to determine if Labor prime minister Anthony Albanese can win a second term. It's looking like either will go down to the wire, even though Peter Dutton's conservative Coalition was ahead of Labor at the start of the campaign, but it now appears public sentiment has flipped back to Labor. Australia correspondent Peter Ryan spoke to Lisa Owen.

Undecided voters in this weekend's Australian national elections will determine if Prime Minister Anthony Albanese is able to win a majority and continue to govern in his own right. But if you believe the latest poll out on Thursday, Mr Albanese could be set for a surprise decisive victory. Australia correspondent Peter Ryan spoke to Lisa Owen.

AFL round eight launches into action with Essendon's danger game against North Melbourne. Andrew Wu and Peter Ryan run the rule over all nine matches, including an in-depth preview of the 28th Brisbane-Gold Coast showdown, otherwise known as the 'Q Clash'. They ask a key question, too: Should clubs execute their substitution earlier in matches?Support the show: https://subscribe.theage.com.au/See omnystudio.com/listener for privacy information.

The sharp end of the Australia national election is approaching and it's coming down to who can best manage the economy and pull down the high cost of living. Australia correspondent Peter Ryan spoke to Lisa Owen.

Promises to voters, along with the occasional backdown, are flowing thick and fast as the Australian national election heads towards it final week of campaigning. Australia correspondent Peter Ryan spoke to Melissa Chan-Green.