Jonas Berggren writes the popular Transform Customer Service newsletter on LinkedIn. He is the Chief Business Development Officer EMEA and member of the executive leadership team at Transcom. Jonas is based in Stockholm, Sweden.

Mark Hillary and Jonas have published a new book together called The CX (R)evolution - so Mark called Jonas to talk about how the book project started out.

In this conversation they talk about how Mark's comments on the newsletter formed the initial idea for a book and how they developed the idea together.

https://www.linkedin.com/newsletters/transform-customer-service-6992863124731113474/

https://www.linkedin.com/in/jonasberggren2/

https://transcom.com/

https://www.amazon.com/dp/B0F4XWH1L6

Amas Tenumah is the host of the Amas Talks podcast. He is based in Oklahoma City, Oklahoma, US.

Amas has a long history focused on customer service and service innovation. He regularly advises companies and speaks at events forcused on CX. On his LinkedIn Amas says: "I’m a digital philosopher, keynote speaker and customer service thought leader. My thoughts are featured on NPR, NBC, Fox-business and other outlets. I have spent over 20 years in the customer service industry and now advise executives on service modernization."

Amas recently published an article titled: "The Worst Job in Corporate America is In a Call Center - And Is It Even Worth Fixing?"

Mark Hillary called Amas to ask about the article and his thoughts behind his statements on contact centers and what he thinks can be improved...

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

https://www.linkedin.com/pulse/worst-job-corporate-america-call-centerand-even-worth-amas-tenumah-cdcfc/

https://amastalks.com/

Phil Kitchen is the Founder & Managing Director of Customer Contact Panel. He is based in Sheffield, UK.

He recently attended the Outsource 2 Jamaica conference in Montego Bay, Jamaica. Peter Ryan caught up with him to discuss what Jamaica is offering to potential clients in locations such as the UK - outside their more traditional US nearshore market.

https://www.linkedin.com/in/phil-kitchen-ccp/

https://customercontactpanel.com/

Phil's LinkedIn comments on Outsource2Jamaica 2025

https://www.linkedin.com/posts/phil-kitchen-ccp_outsource2jamaica-bpo-cx-activity-7318574026124058624-yQZd