Shows / CX Files
CX Files
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.
Episodes
CX FilesJohn Callachan - GoFusion - Why Customer Resolution Matters More Than Cost Reduction
CX Files Episode 437: John Callachan – Why Customer Resolution Matters More Than Cost Reduction Guest: John Callachan, Director, GoFusion, UK Hosts: Mark…
CX FilesRandy Arellano - AI Is Changing BPO Sales. Relationships Are More Important Than Ever - Ascent Growth Advisors
CX Files Episode 436 – Randy Arellano, Founder, Ascent Growth Advisors, Dallas, Texas AI is changing how companies research and select BPO partners. Buyers can…
CX FilesVictor Manzanera - Scale Edge Group - Beyond FTEs – The Road to Outcome-Based BPO Pricing
CX Files Episode 435: Beyond FTEs – The Road to Outcome-Based BPO Pricing Guest: Victor Manzanera, Founder and Principal Analyst, Scale Edge Group – Oslo…
CX FilesPeter Ryan - Ten Years of BPO: What Changed, What Didn't, and What Comes Next
This week, the CX Files turns the tables on co-host Peter Ryan. Ryan Strategic Advisory has just celebrated its tenth anniversary, so Mark Hillary interviews…
CX FilesVictor Botto - TP - Why Kenya Is Ready for the Global CX Stage
In episode 433 of the CX Files, Mark Hillary talks to Victor Botto, Vice President for Business Development for Sub-Saharan Africa at TP, about why Kenya…
CX FilesBrian Riback - CMSWire 2025 Contributor of the Year - Beyond AI Visibility: How Brands Build Trust
Brian Riback is the CMSWire 2025 Contributor of the Year. Brian is a strategic leader with over 20 years of experience as a CRM and retention specialist. He…
CX FilesJeton Aliu - Olymp BPO - Why Kosovo Is Emerging as a CX Hotspot
In this episode of the CX Files, Mark Hillary and Peter Ryan look at the changing European nearshore landscape before Peter talks to Jeton Aliu, Founder and…
CX FilesMatt Fry - eClerx - Culture Is 50/50: Why Clients Can't Blame the BPO
In this episode of CX Files, Mark Hillary talks to Matt Fry, SVP for AI, CX and Digital Transformation at eClerx and publisher of The CX Marketplace, about why…
CX FilesAndrew Kokes - Pivot AI Global - If AI Can't Find You, Your Buyers Won't Either
Peter Ryan talks to Andrew Kokes, Chief Marketing Advisor at Pivot AI Global, about how AI is fundamentally changing B2B marketing and sales. As buyers…
CX FilesCX Files Is On A Summer Vacation
CX Files will return on September 3, 2026. Enjoy the summer! Mark & Peter
CX FilesSimma Kularatna - Interact - LinkedIn Has Lost the Plot - Can the CX Community Fix It?
LinkedIn Has Lost the Plot — Can the CX Community Fix It? LinkedIn was once the essential networking platform for business professionals, but today it can feel…
CX FilesJim Farnsworth - HiOctayne - Restoring Investor Confidence In BPO
Jim Farnsworth is Founder and CEO of HiOctayne. He is based in Denver, Colorado. Jim has a long history as a senior leader within and advisor to multiple BPOs…
CX FilesBONUS: Mark Hillary - If AI Can't See You, Buyers Won't Either: The New Rules of B2B Sales
If AI Can't See You, Buyers Won't Either: The New Rules of B2B Sales In this special bonus episode of CX Files, Peter Ryan turns the microphone on his co-host…
CX FilesJessica Pleffken and Ana Marvulle - P&M Marketing - No One Outsources to a Company They've Never Heard Of
Jessica Pleffken is the founder and CEO of Pleffken & Marvulle Marketing. Ana Marvulle is co-founder and managing partner. Jessica and Ana both have a long…
CX FilesTugs and Adrian Smith - ATAC Global CX - Proof, Not Promises: Certifying the Remote Contact Center Agent
Peter Ryan speaks with Tugs Smith and Adrian Smith, co-founders of ATAC Global CX in Oshawa, Ontario, about the launch of the Certified Remote Service Agent…
CX FilesMuhammad Yahya Patel - Huntress - Cybersecurity Is Now a CX Problem
Your contact center may be one of the most valuable targets in the enterprise supply chain. Peter Ryan speaks with Muhammad Yahya Patel, Cybersecurity Advisor…
CX FilesDonald Berryman - ProfectusCX - The Future For The Enterprise-BPO Relationship
Donald Berryman is the Founder & Managing Director at ProfectusCX. He is based in Florida, USA. Don writes a LinkedIn newsletter called The CX Advisor…
CX FilesLara Klick - Klick Advisors - Why Patient Feedback Rarely Leads to Better Care
Lara Klick is the Founder and President of Klick Advisors LLC. She is based in Tampa Bay, Florida, USA. Klick Advisors is a trust-centered consulting practice…
CX FilesGuillaume Luccisano - Yuma AI - The Great CX Reset: Why BPOs May Need a New Business Model
The BPO Industry Isn't Dying. But It May Need to Reinvent Itself Faster Than Anyone Expected. Yuma AI CEO Guillaume Luccisano argues that customer experience…
CX FilesDavid Rickard - Everest Group - Elevate Ethiopia
David Rickard is a partner at Everest Group. He is based in the UK. David recently visited Ethiopia for the Elevate Africa event. In this conversation with…
CX FilesCXOutsourcers 2026 - Voices From The Conference
The annual CXOutsourcers Mindshare event took place in Ottawa, Canada, earlier in May 2026 (May 18-20). Peter Ryan took a microphone onto the conference floor…
CX FilesJonas Berggren - Transcom - What Makes Customers Love A Brand?
What makes a customer love a brand? It is a simple question, but it quickly becomes complicated. People often reach for the obvious examples. Apple customers…
CX FilesStephanie Reeves Millner - Designing CX For Sales and Revenue
Stephanie Reeves Millner is a Global EVP at TP. She is based in Phoenix, Arizona, USA. It is worth noting from the start of this podcast episode that Stephanie…
CX FilesAndrew Hall - Ethenta - Enterprise Agentic AI Transformation
Andrew Hall is the founder and CEO of Ethenta. He is based in Portugal. The "DREAM" service from Ethenta is a strategic framework designed to help…
CX FilesNathan Muniz - 247Secretary.com - Raw, unpolished BPO content outperforms glossy marketing
Nathan Muniz is the founder and owner of 247Secretary.com. The business is based in Florida, USA, but has contact center operations in the Philippines. Nathan…
CX FilesGary Slade - TP - Why Stability Is the New Battleground in BPO
Gary Slade is the Chief Commerical Officer at TP EMEA. He has many years of BPO and CX experience and he previously led the UK/Ireland operation at TP as CEO…
CX FilesSarah Leff - Interact CC - Why the Eastern Cape Could Be South Africa's Next CX Powerhouse
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CX FilesChris Chance - CCI Global - Africa Rising For CX
Chris Chance is the Senior Vice President for East Africa at CCI Global. He is based between Kenya, Rwanda, and Ethiopia. CCI Global is headquartered in the…
CX FilesSteve Sullivan - Channel Doctors - How Do We Manage Customer Rage?
Steve Sullivan is the founder of Channel Doctors. He is based in Bournemouth in the UK. Channel Doctors is a specialist advisory company focused on CX, contact…
CX FilesMelanie Disse - Melanie Disse Consulting - Acting on Customer Feedback
Melanie Disse is the Principal Consultant and Tech Adviser to Melanie Disse Consulting. Melanie Disse Consulting is a CX & VoC consulting firm helping…
CX FilesGareth Bray - Premier CX - Why Customers Prefer WhatsApp
Gareth Bray is Business Development Director and WhatsApp Guru at Premier CX. He is based in Odiham, Hampshire, UK. Over 100 billion WhatsApp messages are sent…
CX FilesCCW Berlin 2026 - Feedback Direct From The Floor
CCW 2026 took place at the end of February 2026 in Berlin. Peter Ryan was there on the conference floor. He took a microphone and tried to capture several…
CX FilesMichel Stevens - CXM Academy - How Can We Improve CX Events?
Michel Stevens is Course Director at the CXM Academy. He is also a managing partner at goCX. He is based in Antwerp, Belbium. The CXM Academy aims to build…
CX FilesRoger Barlow - LATAM Translations - AI Has Changed Translation Into Interpretation
Roger Barlow is Director of LATAM Translations. He is based in São Paulo, Brazil. Roger is British and has lived in Brazil since 1998. Since 2001 he has…
CX FilesMichael Gray - Spacial Working - Hybrid Work Is Here to Stay
Michael Gray is the Chief Strategy and Marketing Officer at Spacial Working. He is based in London, UK. Spacial Working is focused on helping companies to…
CX FilesJacqui Turner - Turner Corner - CX For Vulnerable Customers
Jacqui Turner founded the Turner Corner Leadership Academy. She is based at Great Malvern, which is close to Stratford-Upon-Avon in the UK. The academy is…
CX FilesRob Joubert - Boomerang BPO - Building CX Success Over 20 Years
Rob Joubert is the founder and CEO of Boomerang BPO. He is based in Cape Town, South Africa. 2025 was the 20th anniversary year for Boomerang, so at the end of…
CX FilesTUI & Transcom On Building A Best In Europe Partnership
Last November, Leigh Hopwood, CEO of the CCMA (Contact Centre Management Association), was on the CX Files talking about the 25th anniversary of the European…
CX FilesCX Files 400 - Live in London
This special live episode was recorded on January 21, 2026 live in London, UK. This is the 400th episode of the podcast. Lian Rowlands quizzed Peter and Mark…
CX FilesHappy New Year From The CX Files!
Happy New Year for 2026 from Peter and Mark at the CX Files podcast. We asked our listeners to send some thoughts about 2025 and the year ahead... If you…
CX FilesCX Files 400 Live In London! Get Your Free Ticket Now!
Celebrate CX Files Episode 400 — Join Mark Hillary and Peter Ryan Live in London for an Exclusive Networking Event! CX Files Episode 400 Live in London –…
CX FilesDiscussion: CX In 2026 - The Predictions
In this special episode of the CX Files, we are looking to the end of 2025 and into 2026. Peter Ryan called Paul Smith and David Rickard - two expert advisers…
CX FilesNick Jiwa - CustomerServ - We Need To Focus On People In CX
Nick Jiwa is the founder and president of CustomerServ. He is based in Houston, Texas, USA. In this episode Nick talks to Peter Ryan about the importance of…
CX FilesLeigh Hopwood - CCMA - 25 Years Of The ECCCSAs
Leigh Hopwood is CEO of the CCMA (Contact Centre Management Association) and Chair of the European Customer Contact Alliance. She is based in London, UK. Peter…
CX FilesGerry Brown - The Customer Lifeguard - CX Is Changing Fast
Gerry Brown is known as the customer lifeguard. His ambition is to save the world from poor customer service. Gerry is Canadian and based in the south of the…
CX FilesPaul O'Hara - TP - AI Won't End BPO - It'll Supercharge It
Paul O'Hara is the Executive Vice President of Business Development at TP EMEA. He is based in the Tyneside area of North-East England. Paul recently published…
CX FilesElona Ymeri - Assist Digital - Albania & The Value Of Smaller BPO Locations
Elona Ymeri is the service delivery manager at Assist Digital. She is based in Tirana, Albania. Elona spoke to Mark Hillary about the role of smaller BPO…
CX FilesJoanne Morrison - Outmarket - Modern Marketing For CX Brands
Joanne Morrison is the founder of Outmarket. She is based in Toronto, Canada. Outmarket is a specialist marketing agency that is focused on BPO and CX…
CX FilesMiguel Familia - Wise BPO - A CX Visionary In the Dominican Republic
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 FilesDiscussion: CX In Georgia 🇬🇪
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…
CX FilesTraci Freeman - Connecting Africa For Global Business Services
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…
CX FilesKwame Agyei - Appoynt - From Accra with Service: How Ghana Is Powering SMB CX
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…
CX FilesEnea Dervishi - Simetrix Solutions - Is The Albania BPO Wave About To Break?
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…
CX FilesRemembering Gareth Pritchard
In this special episode of the CX Files, Peter and Mark join with David Rumble, Rod Jones, and Traci Freeman to remember how the late Gareth Pritchard…
CX FilesDavid Powers - Rooter Hero - The Three-Faced AI God In CX
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…
CX FilesCheryl Paarwater - Enerlytics & Call Lab BPO - How Does AI Affect Marginalized Communities?
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…
CX FilesKathy Juve - Concentrix - Flashback To The First Month Of Covid
This is the final Covid flashback where CX Files has looked back at the early days of the 2020 pandemic throughout August 2025. This interview was originally…
CX FilesDave Rizzo - TP - Flashback To The First Week Of The Covid Crisis
SUMMER SPECIAL - COVID FLASHBACK Covid-19 was five long years ago. In a series of short summer specials, CX Files is bringing you some memories of what was…
CX FilesJohn Devlin - Ascensos - Flashback To Day One Of The 2020 Covid Lockdowns
SUMMER SPECIAL - COVID FLASHBACK Covid-19 was five long years ago. In a series of short summer specials, CX Files is bringing you some memories of what was…
CX FilesDave D'Arcy - Laughing Leadership - The Recurring "Groundhog Day" Issues In CX
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…