Podcast Ryan Gillen terbaik (2024)

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Neal Topf - Callzilla - Clients Want To Understand BPO Culture Not Just Metrics 27:30

1d ago27:30

27:30

Neal Topf is the founder and President of Callzilla. He is based in Miami, Florida. Callzilla is a CX specialist based in the US, but also with delivery centers in Colombia and South Africa. Peter Ryan called Neal for a conversation about corporate culture - in particular culture inside the BPO environment. Neal recently posted on LinkedIn that a p…

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Peter Ryan - When will we see Philippines BPO 2.0? 12:50

8d ago12:50

12:50

Peter has recently been touring Asia, including some time meeting CX and BPO experts in the Philippines. Mark called Peter in Tokyo to talk about his recent time in the Philippines. What is going on in CX over there right now and do they need to reinvent their approach to communications and promoting what they can do? When will we see Philippines B…

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Episode 971: Duquesne head coach Dru Joyce 24:06

13d ago24:06

24:06

Coach Dru Joyce debuted on MTM as he was the associate head coach to Coach Keith Dambrot who retired after the 23-24 campaign and after a 40-year career. Joyce’s ability was a key concept in last season’s 25-12 record, A-10 Tournament championship, and the Dukes’ 71-67 win over BYU in the first round of the NCAA Tournament. He is a lifelong friend …

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Isobel Rogers & Karen Howard - The Launch Of The CX Alliance 24:51

15d ago24:51

24:51

The CX Alliance is a brand new CX trade association launched in September 2024 in the UK. It is being launched by Karen Howard, MD of The Retail Bulletin (TRB) and the partnership director of the CXA is Isobel Rogers. They aim to publish information, research, and host events all focused on various aspects of CX. Mark Hillary talked to Isobel and K…

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Episode 970: Auburn head coach Bruce Pearl 18:58

16d ago18:58

18:58

Auburn Tigers head coach Bruce Pearl returns to the layup line on “Marching to Madness” as he brings back numerous talent, leadership, and a bevy of players that can make another run towards the top of the SEC. Pearl has led these Tigers to a pair of SEC Tournament titles in 2019 and 2024 while finishing on top of the league in the 2018 and 2022 re…

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Graham Brown - Alorica - Using AI To Offer CX In Any Language 24:29

22d ago24:29

24:29

Graham Brown is the SVP EMEA Sales for Alorica. He is based at Leicester in the UK. In some parts of the world, like Europe, brands need to offer a customer experience in many different languages. For major languages this is not a problem. It's relatively easy to find French and English speakers, but some languages can be hard to support and often …

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Episode 969: Minnesota head coach Ben Johnson 14:22

26d ago14:22

14:22

Coach Johnson has gotten the Golden Gophers on firmer ground as Minnesota won 19 games a year ago and made it to the second round of the NIT. The Golden Gophers welcome back Big Ten Player of the Year candidate Dawson Garcia, who can match up and be a factor on both end of the floor. Quality transfers entering the program include Mike Mitchell, Jr.…

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Stephen Loynd & Chris Gillen - How AI Has Redefined CX 36:31

29d ago36:31

36:31

This week we have two guests rather than the usual one! Chris Gillen is the CEO of A Closer Look. He is based just outside Atlanta, Georgia. Stephen Loynd is the founder and Principal Analyst at TrendzOwl. He is based in Virginia, just across the Potomac from Washington DC. Both of these leading thinkers have spoken before at the CX Outsourcers con…

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Episode 968: Coastal Carolina head coach Justin Gray 18:00

30d ago18:00

18:00

Coach Justin Gray makes the move from Western Carolina to Coastal Carolina after he led the Catamounts to 22 wins last season, their highest win total since 2010. He now takes the position as legendary Hall of Famer Cliff Ellis retired early last season. Justin played for the late, great Skip Prosser in the 2Ks at Wake Forest where he averaged 37.1…

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Michael Clark - CXTT Consulting - The Tech That Makes CX Work 28:55

1M ago28:55

28:55

Michael Clark is the founder of CXTT Consulting. He is based in Sydney, Australia. Michael has been recognised in 2023 in the Top 100 Contact Centre Influencers in APAC, and in 2022 as a Top 50 Small Business Leader. Peter Ryan called Michael to talk technology and the tech stack required to make modern CX processes work well. We all know that mult…

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Episode 967: Arkansas State head coach Bryan Hodgson 10:30

1M ago10:30

10:30

Coach Hodgson led his red Wolves to an upset of Appalachian State in the Sun Belt semifinals as they won 10 of their last 13 games, placing them in the title game of the CBI. They lost to High Point, 81-80, but the prevalence of the end of last season has built confidence going into the 2024-25 season. Leading scorer Taryn Todd returns as a threat …

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Episode 966: Winthrop head coach Mark Prosser 15:28

1M ago15:28

15:28

Coach Prosser enters his fourth season at Winthrop where his Eagles are a huge challenger inside the Big South Conference. Coach Prosser talks about returnee Kelton Talford, who could be a front-runner for Big South Player of the Year. Coach Prosser and I discuss some philosophies and his basketball knowledge in a prime conversation. Topics of Disc…

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Episode 965: James Madison head coach Preston Spradlin 13:17

1M ago13:17

13:17

Coach Spradlin comes over to the Dukes after building Morehead State into a winning program as he finished 94-40 in his last four seasons with the Eagles. As of now, a group of 11 players has planted themselves into the JMU program. Eddie Ricks and Mark Freeman come over to the Dukes with Coach Spradlin while Syracuse transfer Justin Taylor comes b…

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Episode 964: Utah head coach Craig Smith 26:12

1M ago26:12

26:12

Coach Smith took his Utes to the NIT Championship game where they lost to Indiana State, but the plethora of positivity in being one of eight teams still playing in August could have major impact this season. Coach Smith discusses bringing 11 new players into the program and how you start from the beginning in putting together a new team. Coach als…

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Episode 963: Florida head coach Todd Golden 15:18

2M ago15:18

15:18

Coach Golden checks in after leading the Florida Gators to 24 wins and a berth in the SEC Tournament championship. Florida had one of the most potent offensive systems in the nation as the Gators averaged 85.6 points, 6th in the nation and they found 65.3 field goal attempts per contest. Returning Walton Clayton, Jr. and Will Richard to the backcou…

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Episode 962: VCU head coach Ryan Odom 22:33

2M ago22:33

22:33

Coach Ryan Odom returns to “Marching to Madness” with his VCU Rams, who won 24 games last season and made it to the NIT’s Elite Eight. Returning three key scorers in Max Shula, Zeb Jackson, and Joe Bamisile return as three prolific shooters and scorers who will help VCU focus on an Atlantic 10 title. Coach Odom also discusses some philosophical and…

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Episode 961: Appalachian State head coach Dustin Kerns 15:06

2M ago15:06

15:06

Coach Dustin Kerns looks forward to another season of Mountaineers basketball as he led ASU to its most wins in a season at 27 and the 16-2 record to win the Sun Belt regular season was Appalchian’s best league record in school history. Coach Kerns had eight losses in the transfer portal, but he has a recruiting class of strong players who can make…

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Episode 960: Tennessee associate head coach Justin Gainey 23:36

2M ago23:36

23:36

Coach Justin Gainey checks into “Marching to Madness” as he is in his 19th season in college coaching which has featured a position in each of the Power 6 conferences. Coach Gainey discusses his role as the Volunteers’ defensive coordinator and brings in philosophical ideas and the approach to basketball under Coach Rick Barnes at Tennessee. Coach …

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Episode 959: Richmond head basketball coach Chris Mooney 13:22

2M ago13:22

13:22

Coach Chris Mooney, who missed the end of the 2022-23 season with heart surgery, led the Richmond Spiders to a 15-3 record last season in the Atlantic 10 as UR shared the regular season title with Loyola Chicago. Coach Mooney has 366 wins in 20 seasons as he led Richmond to four NCAA Tournaments and had tournament wins in 2010 and 2022. He was the …

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Episode 958: Houston head coach Kelvin Sampson 27:26

2M ago27:26

27:26

Houston head coach Kelvin Sampson checks into “Marching to Madness” as his Cougars won the Big 12 regular season title in their first season in the conference. His roster and rotation generally remain intact as Jamal Shead moved onto the Toronto Raptors, but he returns a quality backcourt with Lj Cryer and Emmanuel Sharp on the perimeter and J’Wan …

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Episode 957: Eastern Washington head coach Dan Monson 14:19

2M ago14:19

14:19

Coach Dan Monson moves to Eastern Washington as the Eagles head coach after he took Long Beach State to a Big West Tournament title and an NCAA berth last season. The Eagles have a staunch program in Cheney, Washington as they are a tough Big Sky Conference basketball challenger. Topics of Discussion Include: Team building with the Eagles Bringing …

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Episode 956: Pepperdine head coach Ed Schilling 19:37

2M ago19:37

19:37

Coach Ed Schilling begins his first season at Pepperdine as he will work to piece together the program and make it competitive in the tough WCC. Coach Schilling has assisted Coach John Calipari at UMass, Memphis, and with the New Jersey Nets. He was an assistant at Indiana and UCLA before checking in with Bryce Drew at Grand Canyon where they led t…

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Episode 955: East Carolina head coach Michael Schwartz 21:59

2M ago21:59

21:59

Coach Schwartz expresses his philosophies on many different ideas inside the game from things off the floor to offensive and defensive modes of attack. He was Coach Rick Barnes’s assistant at Tennessee for six seasons where the Volunteers made four NCAA appearances and won the SEC Tournament in 2022. We talk about RJ Felton, who will be a versatile…

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Martin Anderson 🍋 - Lemon Contact Centre - Entrepreneurs In CX 29:54

2M ago29:54

29:54

Once you are into CX, you never leave... this summarises how Martin Anderson explains the journey he has taken over the past 21 years building the Lemon Contact Centre near to Durham in the north-east of the UK. Peter Ryan talks to Martin about the entrepreneurial nature of BPO and CX, how he got started, and how he manages to compete in a business…

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Episode 954: Vanderbilt head coach Mark Byington 13:56

2M ago13:56

13:56

Coach Mark Byington comes into Nashville to take over the Commodores since turning James Madison into a potent winner after his Georgia Southern Eagles netted 20-plus wins in four of his last five seasons. The Dukes finished with a 32-4 record last season with a Sun Belt Tournament Championship and a 72-61 decision over Wisconsin in the NCAA Tourna…

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Episode 953: Santa Clara head coach Herb Sendek 16:23

2M ago16:23

16:23

Coach Sendek begins his 31st season as a head coach after his job as an assistant to Coach Rick Pitino at Providence where he helped take the Friars to the Final Four in 1987. Sendek begins the 2024-24 season with 553 wins as he has overseen the rebuilds at Santa Clara, Arizona State, NC State, and Miami-Ohio. He welcomes back Carlos Stewart, who w…

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Episode 952: USC head coach Eric Musselman 22:53

2M ago22:53

22:53

Coach Musselman moves back to the West Coast as he takes over at USC where the Trojans will now join the Big Ten with UCLA, Washington, and Oregon. Coach Muss moved back into college basketball as the head coach at Nevada in 2015 and Arkansas in 2019 where he turned both programs back into solid winners in the Mountain West and the SEC. After turni…

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Jonas Berggren - Transcom - AI & Transforming Customer Service 26:07

2M ago26:07

26:07

Jonas Berggren is the Head of Global Accounts EMEA at Transcom. He is also a member of the Transcom EMEA management team. He is based in Stockholm, Sweden. Jonas has a long history designing customer experience processes, but he is also well known as an innovative thought leader. He publishes a popular LinkedIn newsletter titled "Transform Customer…

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Episode 951: Wake Forest head coach Steve Forbes 24:31

2M ago24:31

24:31

Coach Forbes has had the Demon Deacons on the cusp on the NCAA Tournament in the last three seasons, but Wake Forest has been unnecessarily left on the outside in all three of those tourneys. Forbes returns a potential ACC Player of the Year in Hunter Sallis, who was the fifth leading scorer in the league at 18 ppg. Coach Forbes also talks about hi…

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Episode 950: Oklahoma State head coach Steve Lutz 12:52

2M ago12:52

12:52

Coach Lutz comes over to Oklahoma State from Western Kentucky where the Hilltoppers won the Conference USA Tournament which placed them into their first NCAA Tournament for the first time since 2013. He also had taken Texas A&M – Corpus Christi to two Southland Tournament titles, leading to NCAA Tournament berths in 2022 and 2023. The Cowboys retur…

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Episode 949: Wichita State head coach Paul Mills 23:04

3M ago23:04

23:04

Coach Mills brought an impressive coaching career into Wichita as he coached as an assistant to Scott Drew at Baylor for 14 years and he took over the ORU Titans and turned them into a power where they won the Summit League championship and finished 18-0 in his last season there in Tulsa. In rebuilding the Shockers, he played a major non-conference…

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Leo Lopez - Calltastic - The Top 5 Mistakes Startups Make With CX 38:57

3M ago38:57

38:57

Leo Lopez is the co-founder and principal consultant at Calltastic, an advisory firm focused on helping startups and small businesses. He is based in Los Angeles, California. Leo has over 30 years experience in contact center operations and he is now using this expertise to help startups improve their customer service processes. In this conversatio…

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Episode 948: UCF head coach Johnny Dawkins 13:51

3M ago13:51

13:51

Coach Dawkins comes back onto the “Marching to Madness” hardwood after his UCF Knights were a tough out immediately in the Big 12 after winning seven games and then they lost five of those 11 by 8 points or under. UCF’s adjusted defensive efficiency was 21st in college basketball while their opponents shot only 41.2 percent from the field, 36th out…

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Episode 947: Oregon State head coach Wayne Tinkle 19:22

3M ago19:22

19:22

Coach Wayne Tinkle looks forward to the Beavers’ being able to play in the WCC with Washington State after the Pac-12 was disbanded after 109 years. The Beavers will have a tough schedule as Saint Mary’s and Gonzaga are generally the top two teams in the league. Still, the middle of the conference — San Francisco and Santa Clara are generally in th…

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Alistair Niederer - FormIGA - IAOP & GSA join forces for good in BPO and CX 22:25

3M ago22:25

22:25

FormIGA was launched in London in June this year. It's the Industry for Good Alliance for technology and business services and is a joint venture between the IAOP and the GSA. Alistair Niederer heads up the ESG initiatives for the GSA so he talked to Mark Hillary about what this new alliance is doing and how it is more than just another industry bo…

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Episode 946: George Mason head coach Tony Skinn 18:04

3M ago18:04

18:04

Coach Tony Skinn played at George Mason and was a starter on the Patriots’ 2006 Final Four team, averaging 11.3 points in GMU’s five games in that tournament. He scored 1,079 points in 68 games and was a two-time All-CAA selection. Coach Skinn was most recently with Kevin Willard at Maryland in 2022-23 when he worked to lead the Terps to the second…

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Episode 945: Ole Miss head coach Chris Beard 20:12

3M ago20:12

20:12

Ole Miss head coach Chris Beard is back on MTM, discussing plenty of analytics and ideas from his philosophies as well as his strategies and ideas. He discusses similarities and differences between the SEC and Big 12 with his approach through the SEC basketball courts in his first season. He notes offense and defense from his points of view which m…

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Stephen Peattie & Dan Castilla - Assessing BPO & CX From Fiji 28:09

3M ago28:09

28:09

Stephen Peattie is a Director at Kinetic GB and HybridWorkSmart. He is based near to Leicester, in the UK Midlands. Daniel Castilla is the co-founder and MD of Alliance BPO Services. He is based in Hermosillo, Sonora, Mexico. Daniel and Stephen both visited Fiji on a recent mission to explore current and potential BPO and CX services from Fiji. Fij…

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Episode 944: Wofford head Coach Dwight Perry 19:27

3M ago19:27

19:27

Coach Dwight Perry checks in for his initial appearance on “Marching to Madness.” He played for three seasons at Kentucky while also working as an assistant to Shaka Smart at VCU, Johnny Dawkins at Stanford, and Niko Medved and Bob Richey at Furman. He has helped to orchestrate five winning seasons at Wofford as he was Mike Young’s assistant for tw…

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