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 FilesAmanda Quinn - Quinn Growth Advisors - BPOs Must Specialize or Die Trying
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…
CX FilesMike Ortegon - Yoummday - How Travel Is Taking Off
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…
CX FilesJon Florence - Xima Software - AI In The Contact Center
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…
CX FilesThomas Oronti - Advensus - From Beaches to BPO: How the Dominican Republic Became a CX Star
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…
CX FilesPANEL: In Face of Stagnating Favorability Ratings, What's Next for South African Offshore CX?
PANEL: In Face of Stagnating Favorability Ratings, What's Next for South African Offshore CX? When Ryan Strategic Advisory published the most favorable…
CX FilesPete Jones - Grypp - Why Are We Still Asking Agents to Work with Their Eyes Shut?
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…
CX FilesMythbusting AI In CX - The Truths No One Tells You
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…
CX FilesOwen Campbell - Kura - How BPOs Can Work With Regulated Industries
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…
CX FilesDavid Neale - GBPO Solutions - Building Trust In BPO Sales Claims
David Neale is the Founder and CEO of GBPO Solutions. He is based in the UK. David has experience as a buyer of BPO services and as a representative of BPOs…
CX FilesCXOutsourcers 2025 - Feedback From Munich Delegates
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…
CX FilesMark Zucker - MCVO Talent - Four Weddings And A BPO
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…
CX FilesMartin Hill-Wilson - Brainfood Training - Beyond The Hype... How Is AI Really Changing CX?
Martin Hill-Wilson is the founder of Brainfood Training and Brainfood Consulting. He is based in Milton Keynes, close to London, UK. Martin has a long history…
CX FilesMichael Aronowitz - VXI - The Reality Of Creating A Profit Center With Your CX Team
Michael Aronowitz is the Senior Vice President of Revenue Growth at VXI Global Solutions. He is based in Miami, Florida. Mark Hillary called Michael to discuss…
CX FilesJonas Berggren - The CX (R)evolution Book
Jonas Berggren writes the popular Transform Customer Service newsletter on LinkedIn. He is the Chief Business Development Officer EMEA and member of the…
CX FilesAmas Tenumah - Amas Talks - The Worst Job in Corporate America Is in a Call Center
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…
CX FilesPhil Kitchen - Customer Contact Panel - Jamaica Is Moving Beyond The Nearshore
Phil Kitchen is the Founder & Managing Director of Customer Contact Panel. He is based in Sheffield, UK. He recently attended the Outsource 2 Jamaica…
CX FilesJuan Caire & Jim Farnsworth - Alliance BPO - To Hermosillo And Beyond!
Juan Caire is Co-Founder and CEO of Alliance BPO Services, based in Hermosillo, Sonora, Mexico. Jim Farnsworth is the CEO and Founder of Octayne Ventures…
CX FilesChris Dumpleton - Limitless - Is GigCX + AI The Future For Customer Service?
Chris Dumpleton is the Chief Sales Officer at Limitless Technology. He is based in London, UK. Limtless is a GigCX platform that offers a connection to…
CX FilesDave Rumble - Maistro - Using Gen AI To Find B2B Partners
Dave Rumble is Director and Executive Chair of the Maistro Group. Maistro has long been a specialist in helping companies with RFPs and vendor selection. The…
CX FilesCCW Berlin 2025 Feedback - with Raya CX and CXHero
Peter Ryan recently attended the CCW Berlin show in Germany. He talked to a lot of people at the show and recorded a conversation with a couple of the CCW…
CX FilesWhat Is Wrong With LinkedIn?
Mark and Peter take a diversion from the usual CX discussion to talk about LinkedIn. Why is it filled with garbage today and what can be done about it? Is…
CX FilesIWD 2025 - Women In CX In 2025
Last Saturday was International Women's Day 2025. To mark the occasion, Peter Ryan reached out to three leading women working in CX in three different global…
CX FilesSergei Levteev - IBA Group - The Tech Infrastructure Supporting CX
Sergei Levteev is the Chairman and CEO of IBA Group. He is based in Prague in Czechia. IBA Group is a technology company with deep experience building and…
CX FilesAudrey William - Ecosystm - AI In CX: The Main Blockers & Opportunities
Audrey William is Principal Advisor at Ecosystm. She is based between Sydney, Australia and Singapore. Audrey has several areas of research focus, including…
CX FilesIan Jacobs - Opus Research - The Hype And Reality For AI In CX
Ian Jacobs is the Vice President and Lead Analyst at Opus Research. He is based in San Francisco, California, USA. In this conversation with Mark Hillary, Ian…
CX FilesSid Victor - Movate - Is Flexibility Essential For The Future Of BPO?
Sid Victor is the Senior Vice President and Head of Support Services at Movate. He is based in Frisco, Texas, USA. Sid has published his opinion around BPO…
CX FilesPhil Fersht - HFS Research - Innovation In CX From AI To AGI
Phil Fersht is the CEO and Principal Analyst at HFS Research. He is based in Boston, Massachusetts, USA. He recently posted this 'AI continuum' on LinkedIn…
CX FilesGregorio Uglioni - CX Goalkeeper - CX Transformation That Hits The Back Of The Net!
Gregorio Uglioni is an Associate Partner at Forward. He is based in Zurich, Switzerland. Greg is focused on business transformation and service excellence. He…
CX FilesJoel Walker - tkg - What Do CX Suppliers Need To Bring To The Table?
Joel Walker is the Co-Founder and Managing Director Platform Services of The Knowledge Group (tkg). He is based in Luxembourg. Last year Peter saw the tkg…
CX FilesBONUS: CX In 2025 Discussion
BONUS EPISODE: CX Transformation in 2025 At the start of 2025, Mark Hillary from CX Files joined Chris Hague from Yoummday and Lian Rowlands from Tayma…
CX FilesVeronica Richards - CALLS - Servicio Estelar: Navigating Customer Care in Mexico
Veronica Richards is the COO at CALLS Contact Center and VP at WW CALLS Canada. She is based in Burlington, Ontario, Canada. Veronica is also the marketing…
CX FilesNeville Samuels - Virtual Staff 365 - Trends In Virtual CX Staffing
Neville Samuels is the CEO of Virtual Staff 365. He is based in Melbourne, Australia. Virtual Staff 365 offers a virtual staffing service that includes CX. In…
CX FilesMark Lowe - Managing Risk and Security in CX
Mark Lowe is an expert in business risk and security. He is based in Genoa, Italy. Mark is a faculty Member of the ASERI Postgraduate School of Economics and…
CX FilesKatrin Langley - Approaching First-Time Outsourcing
Katrin Langley is a CX expert with experience throughout her career at several major BPO companies. She is based in Tampa, Florida. Peter Ryan called Katrin to…
CX FilesJose Paz - Startups BPO - CX Recruitment In Honduras and US Nearshore
Jose Paz is the founder and CEO of Startups BPO. He is based in Tegucigalpa, Honduras. Jose has been living and breathing BPO recruitment for many years. In…
CX FilesClaas van Delden - yoummday - Will Gig CX Replace The Multilingual Hub?
Claas van Delden is the Chief Growth Officer at yoummday. He is based in Munich, Germany. Yoummday is a proprietary technology platform for managing remote…
CX FilesTed Nardin - Teleperformance - How CX Can Add Value And Create Success
Ted Nardin is the VP of Customer Success & Value Add at Teleperformance Jamaica. Ted has spent years researching CX. He recently joined Teleperformance and…
CX FilesJohn Dinardo - Nordia - BPO In Canada And Beyond 🇨🇦
John Dinardo is the CEO and president of Nordia, a Canadian CX specialist with over 10,000 employees on the team. Nordia is the largest BPO in Canada. Peter…
CX FilesVidya Ravichandran - UnifyCX - GlowTouch is now UnifyCX And The Tech Future For CX
Vidya Ravichandran is the CEO of UnifyCX. She is based in Louisville, Kentucky, USA. In this conversation with Peter Ryan, Vidya talks about the evolution of…
CX FilesEXTRA SHOW: How Does the UK 2024 Budget Impact BPO and CX?
The new (July 2024) UK government just announced their budget plans for the year ahead. Several measures look like they could impact the BPO and CX industries…
CX FilesTanya Scotece - Miami Dade College - A Focus On Care In Funeral Services
Tanya Scotece is also known as 'Dr T.' She is a Professor and Program Coordinator at Miami Dade College focused on funeral service education. Tanya is also a…
CX FilesMark Hillary - The Social Sales Playbook - How B2B Companies Sell To Each Other!
Almost everyone in the CX environment knows about B2B sales. BPO companies need to sell to clients. CX software companies need to sell to customer service…
CX FilesNeal Topf - Callzilla - Clients Want To Understand BPO Culture Not Just Metrics
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…
CX FilesPeter Ryan - When will we see Philippines BPO 2.0?
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…
CX FilesIsobel Rogers & Karen Howard - The Launch Of The CX Alliance
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)…
CX FilesGraham Brown - Alorica - Using AI To Offer CX In Any Language
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…
CX FilesStephen Loynd & Chris Gillen - How AI Has Redefined CX
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…
CX FilesMichael Clark - CXTT Consulting - The Tech That Makes CX Work
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…
CX FilesMartin Anderson 🍋 - Lemon Contact Centre - Entrepreneurs In CX
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…
CX FilesJonas Berggren - Transcom - AI & Transforming Customer Service
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…
CX FilesLeo Lopez - Calltastic - The Top 5 Mistakes Startups Make With CX
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…
CX FilesAlistair Niederer - FormIGA - IAOP & GSA join forces for good in BPO and CX
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…
CX FilesStephen Peattie & Dan Castilla - Assessing BPO & CX From Fiji
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…
CX FilesLeigh Hopwood - CCMA - CX From The Buyer's Perspective
Leigh Hopwood is the CEO of CCMA (Call Centre Management Association) and Chair of the European Customer Contact Alliance. She is based in London, UK. Peter…
CX FilesSandra Busby - Cnect Wales - 'Welcome to Wrexham' Could Lead To More CX in Wales
Sandra Busy is the Chief Executive Officer of Cnect Waies. Cnect Wales, (formerly The Welsh Contact Centre Forum), is Wales' premier networking organisation…
CX FilesAlexandra da Silva Rodrigues - Generator & Freehand Hotels - Supporting Multilingual Customer CX In Hotels
Alexandra da Silva Rodrigues has many years experience designing and supporting CX in various major hotel groups. She is now the Global Head of Reservations…
CX FilesAndreas Helland - Atender Group- Delivering Nordics CX From Málaga In Spain
Andreas Helland is the CEO & Co-Founder at Atender Group. He is based in Bergen, Norway. Atender Group is based in Norway, but has their main operational…
CX FilesStephen Loynd - TrendzOwl - AI And Innovation In The USA
Stephen Loynd is the founder and principal analyst at TrendzOwl. He is based in Virginia, close to Washington DC. Stephen has just published a new book this…
CX FilesErin Broecker - Teleperformance - Using Content To Learn More About CX
Erin Broecker is the Senior Director for Global Content Strategy at Teleperformance. She is based in Sacramento, California. Erin is focused on content. How it…
CX FilesMichael Morrison - NCRI Inc - CX And BPO Trends In Canada
Michael Morrison is the Chief Revenue Officer at NCRI Inc. He is based in Toronto, Canada. Peter called Michael to talk about CX and BPO in Canada and how…