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CX Files

Mark Hillary and Peter Ryan

CX Files features your hosts, CX industry analysts Mark Hillary and Peter Ryan, speaking each week to leading analysts, thinkers, and practitioners focused on managing the Customer Experience (CX). In each episode Mark and Peter talk to their guests about the future of CX, the important trends, and what customers really expect from brands today.

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  1. Matt Bowman – Is AI Putting Your Company on the Buyer's Shortlist? 27:36
  2. John Callachan - GoFusion - Why Customer Resolution Matters More Than Cost Reduction 35:14
  3. Randy Arellano - AI Is Changing BPO Sales. Relationships Are More Important Than Ever - Ascent Growth Advisors 31:41
  4. Victor Manzanera - Scale Edge Group - Beyond FTEs – The Road to Outcome-Based BPO Pricing 40:36
  5. Peter Ryan - Ten Years of BPO: What Changed, What Didn't, and What Comes Next 24:08
  6. Victor Botto - TP - Why Kenya Is Ready for the Global CX Stage 31:43
  7. Brian Riback - CMSWire 2025 Contributor of the Year - Beyond AI Visibility: How Brands Build Trust 36:47
  8. Jeton Aliu - Olymp BPO - Why Kosovo Is Emerging as a CX Hotspot 16:42
  9. Matt Fry - eClerx - Culture Is 50/50: Why Clients Can't Blame the BPO 22:03
  10. Andrew Kokes - Pivot AI Global - If AI Can't Find You, Your Buyers Won't Either 43:28
  11. CX Files Is On A Summer Vacation 1:21
  12. Simma Kularatna - Interact - LinkedIn Has Lost the Plot - Can the CX Community Fix It? 33:40
  13. Jim Farnsworth - HiOctayne - Restoring Investor Confidence In BPO 27:30
  14. BONUS: Mark Hillary - If AI Can't See You, Buyers Won't Either: The New Rules of B2B Sales 8:01
  15. Jessica Pleffken and Ana Marvulle - P&M Marketing - No One Outsources to a Company They've Never Heard Of 44:52
  16. Tugs and Adrian Smith - ATAC Global CX - Proof, Not Promises: Certifying the Remote Contact Center Agent 24:47
  17. Muhammad Yahya Patel - Huntress - Cybersecurity Is Now a CX Problem 27:17
  18. Donald Berryman - ProfectusCX - The Future For The Enterprise-BPO Relationship 31:37
  19. Lara Klick - Klick Advisors - Why Patient Feedback Rarely Leads to Better Care 34:54
  20. Guillaume Luccisano - Yuma AI - The Great CX Reset: Why BPOs May Need a New Business Model 37:35
  21. David Rickard - Everest Group - Elevate Ethiopia 25:00
  22. CXOutsourcers 2026 - Voices From The Conference 28:19
  23. Jonas Berggren - Transcom - What Makes Customers Love A Brand? 34:41
  24. Stephanie Reeves Millner - Designing CX For Sales and Revenue 27:42
  25. Andrew Hall - Ethenta - Enterprise Agentic AI Transformation 39:35
  26. Nathan Muniz - 247Secretary.com - Raw, unpolished BPO content outperforms glossy marketing 22:48
  27. Gary Slade - TP - Why Stability Is the New Battleground in BPO 25:09
  28. Sarah Leff - Interact CC - Why the Eastern Cape Could Be South Africa's Next CX Powerhouse 23:01
  29. Chris Chance - CCI Global - Africa Rising For CX 24:23
  30. Steve Sullivan - Channel Doctors - How Do We Manage Customer Rage? 31:52
  31. Melanie Disse - Melanie Disse Consulting - Acting on Customer Feedback 29:20
  32. Gareth Bray - Premier CX - Why Customers Prefer WhatsApp 28:49
  33. CCW Berlin 2026 - Feedback Direct From The Floor 21:56
  34. Michel Stevens - CXM Academy - How Can We Improve CX Events? 26:04
  35. Roger Barlow - LATAM Translations - AI Has Changed Translation Into Interpretation 23:14
  36. Michael Gray - Spacial Working - Hybrid Work Is Here to Stay 28:58
  37. Jacqui Turner - Turner Corner - CX For Vulnerable Customers 36:16
  38. Rob Joubert - Boomerang BPO - Building CX Success Over 20 Years 25:51
  39. TUI & Transcom On Building A Best In Europe Partnership 38:57
  40. CX Files 400 - Live in London 31:22
  41. Happy New Year From The CX Files! 15:31
  42. CX Files 400 Live In London! Get Your Free Ticket Now! 5:20
  43. Discussion: CX In 2026 - The Predictions 33:34
  44. Nick Jiwa - CustomerServ - We Need To Focus On People In CX 29:44
  45. Leigh Hopwood - CCMA - 25 Years Of The ECCCSAs 34:44
  46. Gerry Brown - The Customer Lifeguard - CX Is Changing Fast 34:07
  47. Paul O'Hara - TP - AI Won't End BPO - It'll Supercharge It 21:10
  48. Elona Ymeri - Assist Digital - Albania & The Value Of Smaller BPO Locations 31:31
  49. Joanne Morrison - Outmarket - Modern Marketing For CX Brands 30:45
  50. Miguel Familia - Wise BPO - A CX Visionary In the Dominican Republic 35:17