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 FilesAymen Ismail - smart - Creating Smart Cars And Building Great Customer Relationships
Aymen Ismail is the Head of Customer Engagement Solutions at smart Europe GmbH. He is based in Stuttgart, Germany. The smart auto company was founded in…
CX FilesSeandette Wiltshire - The Contact Hub - CX and BPO Is Taking Off In Barbados
Seandette Wiltshire is the founder and director of strategy and operations at The Contact Hub. She is based in Christ Church, Barbados. The Contact Hub offers…
CX FilesSteve Mosser - Sensée - Flexible WFM & Total Footprint Optimization
Steve Mosser is the Group CEO & Chief Innovations Officer at Sensée. He is based in London, UK. Sensée is a work-from-home specialist, but has recently…
CX FilesCX Outsourcers Atlanta - Immediate Feedback From The Conference Floor
CXOutsourcers 2024 took place on May 1/2 in Atlanta, GA. Both Mark Hillary and Peter Ryan were at the event. Mark talked to some of the speakers and delegates…
CX FilesChris Gillen - A Closer Look - CX With AI And Humans Working Together
Chris Gillen is the CEO of A Closer Look. He is based very close to Atlanta, GA, so the CX Outsourcers conference is a local event for him. In this…
CX FilesAlex Muñoz - Hispanic Media Center - The Complexity Of CX For The Hispanic Community In The USA
Alex Muñoz is CEO of the Hispanic Media Center in San Diego, CA. He is focused on advertising and marketing for the hispanic community in the USA. Alex talked…
CX FilesBarry Winkless - Future of Work Institute - Creating Attractive Destinations For Talent
Barry Winkless is the Chief Strategy Officer at Cpl Group & Head of the Future of Work Institute. He is based in Dublin, Ireland. Barry is speaking at the CX…
CX FilesPaula Kennedy Garcia - CX Digital Delivery
CX Outsourcers Special Edition: For the next two weeks CX Files will be published on both Monday and Thursday giving previews of the talks that will be taking…
CX FilesAlex Mead - Total CX - Bahrain For Nearshore And Offshore CX
Alex Mead is the CEO of Total CX. He is based in Bahrain. Alex is a long time friend of the CX Files and he has featured before talking about the need for…
CX FilesNirali Amin - LivePerson - The State Of Customer Conversations And The AI Gap
Nirali Amin is the SVP Global Solutions and Success at LivePerson. She is based in the US. LivePerson recently published a report focused on the state of…
CX FilesChris Hague - yoummday - CCW Berlin Feedback And The Future Of CX
Chris Hague is the head of marketing at yoummday. He is based in Prague, in the Czech Republic. Chris was at the recent CCW conference in Berlin and he posted…
CX FilesRod Jones - "75 Not Out" And Looking Back At Half A Century Of CX
Rod Jones is a legend in the CX industry. Based in Johannesburg, South Africa, Rod is now a speaker, trainer, and coach - focusing his experience of contact…
CX FilesMatt Kendall - BPO Bullhorn - A New Newsletter For The BPO & CX Community
Matt Kendall founded Cognitive Copy, a B2B copywriting and ghost-writing specialist. He is based in Madrid, Spain. He recently launched a newsletter focused…
CX FilesDr Lollie Mancey - UCD Innovation Academy - Resilience And Work/Life Balance In The CX Workplace
Dr Lollie Mancey is an anthropologist and AI ethicist based in Dublin, Ireland. She is the Programme Director for Innovation and Entrepreneurship (Digital tech…
CX FilesBruce Winder - The Future Opportunities And Challenges For CX In Retail
Bruce Winder is the president at Bruce Winder Retail. He is a leading analyst focused on the retail sector, with a long history of senior management roles in…
CX FilesVaishali Dialani - Konabos - CX And Data-Driven Analytic Decisions
Vaishali Dialani is a Senior CX Strategist at Konabos. She is based in Dubai, UAE. Vaishali is passionate about how data can be used to help both customers and…
CX FilesRob Dwyer - Happitu - What Can We Learn From CX Podcasting?
Rob Dwyer is the VP of Customer Engagement at Happitu. He is based in Wichita, Kansas. Rob also hosts the Next In Queue podcast - another CX-focused podcast…
CX FilesBONUS - Sensée Buys The Contact Company ... CX Files talks to both CEOs
On February 5, 2024, British contact centre company The Contact Company (TCC) was put into adminstration. Struggling to recover from a cyber attack in 2022…
CX FilesMike Harfield - Sigma Connected - Developing Great Career Options For CX Teams
Mike Harfield is the COO and Co-Founder at Sigma Connected Group. He is based close to Birmingham in the UK. In this epsiode of CX Files Mark Hillary speaks to…
CX FilesNina Čaprić - NCR Voyix - How BPOs Can Manage Government Relationships
Nina Čaprić is the Government Relations Manager EMEA at NCR Voyix. She is based in Belgrade, Serbia. Peter Ryan called Nina to talk about her role managing…
CX FilesJo Garland : Remote Employee Engagement In Contact Centers (WFH)
Jo Garland is an experienced CX professional. She is based in Surrey in the UK, close to London. In this interview Jo is speaking in a personal capacity as…
CX FilesRandy Arellano - DATAMARK - BPO Has Transformed In The 2020s And This Change Favors Mid-Size CX Experts
Randy Arellano is the head of sales and marketing at DATAMARK. He is based in Dallas, Texas. DATAMARK offers contact center and Business Process Outsourcing…
CX FilesMore Than AI: The Less Obvious CX Predictions For 2024
Every analyst and journalist is saying that AI will be important in 2024. It's obvious... but what are the less obvious predictions we can make for CX trends…
CX FilesCX Files Year In Review: Mark Hillary and Peter Ryan look back at 2023
It's the festive season. Mark and Peter have decorated the podcast for Christmas. Although many people will now be off work for the Holidays there are millions…
CX FilesAdrian Swinscoe - Punk CX - Defining A Punk Future For CX
Adrian Swinscoe is well known in the CX community as an adviser, speaker, and writer. His Punk CX book argued for a new approach to CX and he also publishes…
CX FilesSoutheastern - Managing CX For A Railway And Building A Great CX Partnership
In this discussion, Mark Hillary talks to Christine Heynes, Head of Customer Transformation, and Yvonne Quinn, Head of Customer Relations, at Southeastern…
CX FilesSidharth Mukherjee - Teleperformance - How CX Can Really Use Generative AI
Sidharth Mukherjee is the Chief Digital Officer at Teleperformance. He is based in San Francisco, California. Sid is focused on all things digital and CX and…
CX FilesAndrew McNeile - ThinScale - WFH Security And How Covid Changed BPO Forever
Andrew McNeile is the Chief Customer Officer of ThinScale Technology. He is based in Dublin, Ireland. ThinScale enables remote and hybrid work using…
CX FilesSagufta Janif - Outsource Fiji - How Is A South Pacific Island Nation Succeeding At BPO?
Sagufta Janif is the Executive Director of Outsource Fiji. She is based in Suva, Fiji. Fiji is located in the South Pacific, east of Australia and north of New…
CX FilesChris Hague - Yoummday - Is Traditional BPO Dead Or Just Evolving?
Chris Hague is the head of marketing at Yoummday. He is based in Prague in the Czech Republic. Yoummday is based in Germany and offers a platform-based…
CX FilesNerys Corfield - Injection Consulting - What's Going Wrong With Digital CX?
Nerys Corfield is the founder and director of Injection Consulting. She is based in South Wales, close to Newport. Nerys posted on LinkedIn recently about how…
CX FilesDianne McCoubrey - Grypp - The Future For Video In Customer Service Interactions
Dianne McCoubrey is the VP of Sales at Grypp. She is based in Toronto, Canada. Grypp helps customer service agents to get closer to customers by providing an…
CX FilesMike Butler & David Neale - Nutun CX - When ESG And CSR Lead To A Dramatic Improvement In CX
David Neale is the Chief Growth Officer at Nutun CX. Mike Butler is the Executive Director of Sales and Marketing at Nutun CX. David and Mike are both based in…
CX FilesDiane Edwards - Mona School of Business & Management - Data Protection In Jamaica
Diane Edwards is Director of the consulting and professional services unit at the Mona School of Business & Management in Kingston, Jamaica. Diane has a long…
CX FilesMichele Rowan - WFH Alliance - Is WFH And Hybrid Now Permanent In CX And BPO?
Michele Rowan is the founder and president of the Work From Home Alliance. She is based in Virginia in the US. The CX Files talked to Michele over two years…
CX FilesTerry Rybolt - LiveXchange - GigCX And The Benefits Of A Flexible Workforce
Terry Rybolt is the Chief Revenue Officer at LiveXchange Technologies. He is based in Boston. LiveXchange is a platform that allows companies to augment their…
CX FilesBeza Tekola - Suture BPO - Improving The Patient Experience In Healthcare
Beza Tekola is a doctor. She is a gastroenterologist based in Fairfax, Virginia. Beza founded Suture BPO to help manage the back office processes within…
CX FilesJon Yarlett - Impact Sourcing Alliance - The Role of Impact Sourcing In BPO and CX
Jon Yarlett is the founder and COO of Intelligent Sourcing magazine. He recently founded a new trade association focused on impact sourcing titled the Impact…
CX FilesCheryl Paarwater - Call-Lab BPO - Confidence in South Africa BPO
Cheryl Paarwater is the founder and Managing Director of Call Lab BPO - based in Cape Town, South Africa. Cape Town faced a recent wave of violence during a…
CX FilesCX Files Is Back Tomorrow!
This is just a short alert to let you know that CX Files will be back from our summer break tomorrow - remember to tell your friends and contact Peter Ryan or…
CX FilesCX Files Is Taking A Summer Break - Back In September!
For 280 episodes Mark and Peter have always ensured there is a new CX Files episode every single week. However, as it is a very quiet time of year we decided…
CX FilesAlistair Niederer - NeedleRock - The Truth About ESG And BPOs
Alistair Niederer is well known on the CX Files - he was a guest just a few months ago, but was invited back as he has now changed role and he published an…
CX FilesCX FILES JULY Q&A - Mark Hillary & Peter Ryan
It's the first CX Files Q&A session with Mark Hillary and Peter Ryan. Listen in to hear Mark and Peter answer audience questions and talk about the latest…
CX FilesKeith Gait - CX Foundation - Definitely CX 📚
Keith Gait is the CEO of the CX Foundation. He is based in the UK. The CX Foundation publishes research, blogs, a podcast, and hosts many different events…
CX FilesCaskey Ndaba - Momentum Metropolitan Insurance - CX & Insurance In Africa
Caskey Ndaba is the Executive Head: Channel And Distribution at Momentum Metropolitan Insurance Africa. Both Caskey and Momentum Metropolitan are based in…
CX FilesAudrey William - Ecosystm - Listening To Customers And Using Data To Create Better Insights
Audrey William is the Principal Adviser at Ecosystm - she is based in Sydney Australia. In this conversation with Mark Hillary, Audrey talks about how…
CX FilesAmy Bennet Roach - Blue Ocean Contact Centers - The Future For Flexible CX
Amy Bennet Roach is the VP Sales and Marketing at Blue Ocean Contact Centers. She is based in Halifax, Nova Scotia, Canada. Amy talked to Peter Ryan about her…
CX FilesPeter Klayman - Bottle Rocket - Justifying Investment In CX
Peter Klayman is the VP of Strategy at Bottle Rocket Studios. He is based in Denver, Colorado. Bottle Rocket is focused on the design of digital CX with a…
CX FilesJeremiah Okello - Collins Consulting - Kenya And Emerging Africa Opportunities For CX And BPO
Jeremiah Okello is the founder and owner of Collins Consulting International, a consulting firm focused on CX and BPO outsourcing and based in Nairobi, Kenya…
CX FilesCxO Glasgow Feedback / Stephen Loynd / Founder of TrendzOwl 🦉
Last week, both Peter and Mark were at the CxO Glasgow conference in Scotland. Peter was one of the event organisers. Mark featured on a panel exploring the…
CX FilesBarry Winkless - Cpl Group - What is The Future Of CX Work?
Barry Winkless is the Chief Strategy Officer at Cpl Group and Head of the Future of Work Institute Cpl. He is based in Dublin, Ireland. CPL is a major HR and…
CX FilesShane Jackson - Knowledge Rhino - The Value of WFM in CX
Shane Jackson is the founder of Knowledge Rhino. He is based in Sarasota, Florida. Shane is focused on data, analytics, and workforce optimization. In this…
CX FilesSadiq Mohammed - USMAART - Matching CX Clients To The Right BPO Partner
Sadiq Mohammed is the managing director of USMAART. He is based in Manchester in the UK. USMAART provides outsourcing consultancy support to retail, travel…
CX FilesMarianne Withers & Cath Wohlers - How Can BPOs Handle Vulnerable Customers With Empathy?
Peter Ryan has been talking to Marianne Withers for some time about the special needs of vulnerable customers. Marianne is the founder and CEO of The Verity…
CX FilesBONUS! What Is Happening With BPO Mega-Consolidation?
Peter's recent article: https://ryanadvisory.com/5-impacts-of-cx-bpo-mega-consolidation/ Peter Ryan leads a discussion on the recent wave of M&A activity in…
CX FilesIan Barkin - What Is The Future For BPO?
Ian Barkin is a well-known expert inside the BPO industry. He is an entreprenuer and investor, has founded 4 companies, has written popular LinkedIn courses on…
CX FilesMarko Torovic - NSourcing - Where Is My Limo? Luxury Auto Travel And Luxury CX
Who managed the limousine logistics at the Academy Awards in Hollywood, California earlier this year? You might not expect it, but one of the leading customer…
CX FilesPeter Ryan - The 2023 Ryan Strategic Advisory Front Office CX Omnibus Survey RESULTS
It's that time of year again - the 2023 Ryan Strategic Advisory Front Office CX Omnibus Survey is being revealed by Peter live in Poland at exactly the same…
CX FilesSimon Kriss - CX and BPO In Australia
Call that a CX strategy? No mate, this is a CX strategy...! Anyone who follows Peter knows that he loves 80s pop culture so we can't avoid a reference to Paul…
CX FilesJohan Steyn - Could ChatGPT And AI Kill The Contact Center?
Johan Steyn is a Human-Centered Artificial Intelligence advocate and thought leader. He was recognised by Swiss Cognitive as one of the top 50 global voices on…