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 FilesKirk Laughlin - Nearshore Americas - CX in the Caribbean
Kirk Laughlin is the Founder and Chief Analyst at Nearshore Americas. He is based in Connecticut in the US. Nearshore Americas is the definitive authority on…
CX FilesChandni Bhatt - Beauty Pie - Focusing On High Value Subscriptions And CX
Chandni Bhatt is the Senior UK Manager for Member Happiness at Beauty Pie. She is based close to London in the UK. Beauty Pie is a member and…
CX FilesMatt Sims - Alorica - Comparing CX Strategies In The US And Europe
Matt Sims is the President EMEA at Alorica. He is based in the UK. Headquartered in the US, Alorica has recently been leaning into Europe so Mark Hillary…
CX FilesStuart Knight - flōswitch - Cost Optimization And Tech Redundancy For BPOs
Stuart Knight is a technology executive with over 25 years experience leading multiple organizations in CIO and CTO roles. He is on the Leadership Team at…
CX FilesNathan Muniz - 247SECRETARY.COM - Impact Sourcing And Building Community in Philippines BPO
Nathan Muniz is the founder of 247SECRETARY.COM. He is based in Ocala, Florida. 247SECRETARY.COM is a BPO that works with agents in the Philippines. Nathan has…
CX FilesMarianne Rutz - Rutz Consulting - How To Avoid CX Breakdowns
Marianne Rutz is the founder of Rutz Consulting. She has a long track record of advising BPO and customer service operations and she also hosts the popular…
CX FilesMichelle Cirocco - Televerde - CX Offers A Second Chance For Incarcerated Women
Imagine if you were defined by the worst mistake you made for the rest of your life And denied of opportunity, growth and personal success at every turn…
CX FilesAlistair Niederer - Planning For Permanent WFH And Hybrid
Alistair Niederer is well known as a leader in the CX industry. He has led several major companies and was heading the Davies Group customer experience…
CX FilesJohn Sills - MD at The Foundation and Author of 'The Human Experience'
John Sills is MD at The Foundation, based in London. The Foundation is a management consultancy focused on growth, but in this episode of CX Files Mark Hillary…
CX FilesPaige Webster - Global Site Selectors - Global BPO Site Selection
Paige Webster is the Founder and CEO of Webster Global Site Selectors. He is based in Phoenix, Arizona. Paige is focused on site selection and economic…
CX FilesJustin Custer - ChatLingual - The Power of Digital Chat: How it Transforms CX
Justin Custer is the Founder and CEO of ChatLingual. He is based in Boulder, Colorado. This CX Files episode delves into how digital chat is revolutionizing…
CX FilesStephanie Todd - Soul CX - How Can The Airlines Recover From Their CX Disaster?
Stephanie Todd is based in Minneapolis, Minnesota. She is the founder and CEO of advisory firm Soul CX and has a history managing travel and airline customer…
CX FilesMark Walton - Cloudbase Partners - WFH Audits and Health & Safety For Home Workers
Mark Walton spent the past couple of years as CEO of specialist work-from-home BPO company Sensée. He stood down in May 2022 and then launched Cloudbase…
CX FilesCX In 2023 - Digital, Voice, And Other Trends With A Panel Of Expert Analysts
It's the end of 2022. In the last few days of the year you may be away from the office taking it easy, so why not catch up with this final CX Files for 2022?…
CX FilesMark Hillary and Peter Ryan Look Back At The Best Of CX Files In 2022
There is no guest this week because your hosts Mark Hillary and Peter Ryan decided to talk about their own CX highlights from 2022 as well as their favourite…
CX FilesThe Best CX Podcasters Looking Back At 2022 And Forward To 2023
CX Files is not the only CX podcast out there! You probably know that already, but in this episode we have invited other CX podcasting peers to join us in…
CX FilesSteve Mosser - Sensée - Building A Positive Team Culture In WFH CX
Steve Mosser is the Group CEO and Head of Innovation at Sensée. He is based in London, UK. Sensée is a homeworking specialist. They design customer service and…
CX FilesMartin Roe - CCI Global - Exploring BPO & CX In Africa
Everyone is familiar with South Africa as a CX destination. Maybe you have also worked with Egypt and a few others too, but Martin Roe, the CEO of CCI Global…
CX FilesRoger Beadle - Limitless - GigCX And The Future Of Flexible CX
Roger Beadle is the founder and CEO of Limitless. Roger is based in London, UK. Peter Ryan caught up with Roger to talk about GigCX and how it offers the…
CX FilesChris Gillen - A Closer Look - Travel CX Over The Holidays And Into 2023
Chris Gillen is the CEO of A Closer Look. He is based near to Atlanta, GA. A Closer Look is focused on CX market research and explores most of the major…
CX FilesJonathan Steiman - Peak Support - From CX Analyst To Building A New BPO Company
Jonathan Steiman is the CEO and founder of Peak Support. He is based in Cambridge, Massachusetts. Jonathan worked as an analyst with Peter in the past, but…
CX FilesJonas Berggren - Transcom - GigCX And A Flexible Future For CX & BPO
Jonas Berggren is the head of business development for Transcom - focused on leading the northern European division (baltics and nordics). He recently…
CX FilesBarry Matthews - Open Assembly - The Future Of Work (And CX)
Barry Matthews is the CEO of Open Assembly. He is based just outside Oxford, in the UK. Open Assembly co-creates the future of work with organizations…
CX FilesLeigh Hopwood - CCMA - Our Industry Will Thrive Through Learning
Leigh Hopwood is CEO of the Call Centre Management Association - based in London, UK. Leigh recently published an article in a special report on the future of…
- CX Files
David Powers - Rooter Hero - Managing CX When Callers Have A Disaster On Their Hands!
David Powers is the Chief Experience Officer at Rooter Hero. He is based in Los Angeles, CA. David has written extensively on CX, including a book called 'The…
- CX Files
Rick Collins - Marsh - Managing Risk And Fraud In CX
Rick A. Collins is a SVP at Marsh USA. He is based in New York City and his focus is consultative analysis and implementation of creative and novel ideas for…
- CX Files
Stephen Loynd - What Is The Metaverse And Why Does It Matter For CX?
Stephen Loynd is an old friend of CX Files. Both Mark and Peter have know him for many years. He is the founder of TrendzOwl, based in Arlington, VA, and is…
- CX Files
Ben Jones - Sigma Connected Group - Key Lessons From CXO 2022
Ben Jones is the Group CCO at Sigma Connected Group. He is based in Birmingham in the UK. Ben attended the CX Outsourcers event in Las Vegas last week and in…
- CX Files
Ricardo Pedroza - PROCOLOMBIA - BPO and CX in Colombia
Ricardo Pedroza is the USA Executive Director of PROCOLOMBIA - the government agency focused on developing business, foreign investment, and tourism for…
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BPO In Georgia With Sean Goforth & Lynda Arsenault
Peter Ryan called on Sean Goforth and Lynda Arsenault to give their feedback on a visit by a group of international BPO influencers and advisers to Georgia…
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Victor Pereda - Nearsol - How Startups and Hypergrowth Companies Manage CX
Victor Pereda is the CEO of Nearsol. He is based in Irvine, CA. Victor and Nearsol have advised many startups on how to manage the transition from in-house CX…
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Indu Badlani - Project Space and StaffingExpert - Career Development in CX
Indu Badlani is the CEO at business process management experts Project Space and co-founder of StaffingExpert - a recruitment company focused on BPO and…
- CX Files
Simon Yoxon-Grant - TLScontact - The Recovery Of The Travel Industry
Simon Yoxon-Grant is the CEO of TLScontact. He is based in the UK. TLS is focused on providing visa and consular services so if you have had to travel since…
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Claas van Delden - Yoummday - CX Acquisition And Expansion In Europe
Claas van Delden is the Chief Growth Officer of Yoummday. He is based in Munich, Germany. Yoummday is a highly flexible work-from-home CX specialist that has…
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Cheryl Paarwater - Call Lab BPO - Impact Sourcing And Creating Employment Opportunities With CX In South Africa
Cheryl Paarwater is Managing Director at Enerlytics & Call Lab BPO. She is based in Cape Town, South Africa. In this conversation with Peter Ryan, Cheryl talks…
- CX Files
Andrew Hall - Quantanite - Content Moderation And Post-Covid CX Offshoring
Andrew Hall is the Chief Commerical Officer at Quantanite. He is based in Milton Keynes, in the UK. In this interview he talks to Mark Hillary about some of…
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Tony Won - Is Gaming Player Support The Same as Customer Service?
Tony Won has a long career as a leading player support specialist in the gaming industry. Previously he was the head of player support at Riot Games and Epic…
- CX Files
Hemant Puthli - Neo Group - ESG & CSR In CX/IT/BPO
Hemant Puthli is MD and Partner at Neo Group. He is based in Mumbai, India. Neo Group recently conducted a detailed study of business service and IT companies…
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Bill Colton - Global Telesourcing - Could Celebrities Help BPOs Find Talent?
Bill Colton is the CEO at Global Telesourcing. He is based in Arlington, VA, USA. In this conversation with Peter Ryan, Bill talks about how celebrities can…
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Colson Hillier - Alorica - Building CX Resilience And Innovation
Colson Hillier is the CMO of Alorica. He is based in New Jersey in the US. Mark called Colson for this interview because the most recent Gartner Magic Quadrant…
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Stefan Freyer - Orphoz (McKinsey & Co) - Connecting A CX Vision To CX Implementation
Stefan Freyer is the Managing Director of Orphoz (a McKinsey company supporting cross-industry transformation and project management) - he is based in Berlin…
- CX Files
Natasha Ratanshi-Stein - Surfboard - Turning WFM For CX Into Team Planning
Natasha Rantanshi-Stein is the founder at Surfboard - a service that has reinvented workforce management (WFM) by turning it into team planning. Surfboard is…
- CX Files
Sara Sloman - Paythru - CX for EVs And Sustainable Transport
Sara Sloman is the Director of Future Fleet at Paythru. Sara is based in the UK. Sara's role is to imagine the future of the Electric Vehicle (EV) market - in…
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Annelien Marcus - Clarion People - Post-Covid CX Recruitment
Annelien Marcus is a Recruitment Manager at Clarion People, based just outside of London in the UK... her focus is contact centre and CX recruitment so Peter…
- CX Files
Cathy Jooste - Atento - The Evolution Of CX Nearshoring
Cathy Jooste is the CCO and US Nearshore director at Atento. She is based in Florida in the US. Nearshoring is a strategy that is changing fast, especially…
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Daniel Hay - Dow - Designing A Fantastic B2B Customer Experience
Daniel Hay is the CX and Digital Transformation Leader at Dow (Latam). He is based in São Paulo, Brazil. With a 125-year history, Dow is one of the largest…
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Faye Joubert - iSON Xperiences - CX Partnerships After The Pandemic
Faye Joubert is VP of Service Delivery at iSON Xperiences. She is based in Johannesburg, South Africa. Faye talked to Peter about the importance of CX and BPO…
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Nadia Pace - Coaching for Success in CX
Nadia Pace is a board advisor and executive mentor - she holds non-executive positions on several corporate boards. She is based in Malta. As a former CEO and…
- CX Files
Steven Van Belleghem - The Future of Customer Loyalty And CX
Steven Van Belleghem is an author and keynote speaker with a strong focus on CX. Based in Belgium, Steven has now written four books focused on CX and has…
- CX Files
Paul O'Hara - Teleperformance - It's Time To Truly Value CX Partnerships
Paul O'Hara is EVP of Business Development at Teleperformance EMEA. He is based in the Newcastle area of the UK. Paul is on a mission to demonstrate the true…
- CX Files
Wiktor Doktór - Pro Progressio - CX And BPO In Poland And The CEE Region
Wiktor Doktór is the founder and CEO of Pro Progressio, he is based in Warsaw, Poland. Pro Progressio supports the BPO and CX industry in Poland with research…
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The Top 5 Offshore BPO Destinations In 2022
The Ryan Strategic Advisory Front Office BPO Omnibus Survey for 2022 is now published! In this edition of CX Files, Peter talks about the results - focusing on…
- CX Files
Jacqui Turner - Coaching For CX Success And Leadership
Jacqui Turner is the founder of Turner Corner Learning Solutions, based in the UK. She specialises in customer service and team leader coaching. Peter called…
- CX Files
Ivan Kotzev - NelsonHall - CX Innovation & Transformation
Ivan Kotzev is a research analyst at NelsonHall - he is focused on CX transformation. In this episode, Ivan looks to the future. How is CX transforming in the…
- CX Files
Mike Pipicello - GlobalStep - CX For Games And Gaming
Mike Pipicello is the VP of Client Services for GlobalStep. He is based in Montreal, Quebec, Canada. GlobalStep is focused on gaming and digital services so in…
- CX Files
Robin Harrison - Webhelp - The Post-Covid Evolution Of CX
Robin Harrison is the Group Chief Marketing Officer at Webhelp. He is based in the UK. Robin has some strong views on the post-pandemic return to normal. Both…
- CX Files
Let's Hear It For The CX Women With Alexandra Fus And Kathia Yacaman
It's International Women's Day this week so Peter talked to two inspirational female CX leaders... and name-checked many others that we have also featured on…
- CX Files
Paula Kennedy Garcia : Trust & Safety in CX
Paula Kennedy Garcia is the global head of Trust & Safety and Content Moderation at Concentrix. Paula is based in Belfast. In this episode, Paula explains to…
- CX Files
Stephen Loynd - TrendzOwl - CX And The Great Resignation
Stephen Loynd is a great friend of the CX Files. He is the founder and principal analyst at TrendzOwl, based in Virginia, US. Stephen joins the CX Files this…
- CX Files
Terry Rybolt - LiveXchange - Don't Fear The GigCX Worker!
Terry Rybolt is the Chief Revenue Officer of GigCX platform LiveXchange - he is based in Boston, MA. Terry has just published a new book called "Don't Fear The…