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 FilesMark Angus - CXOutsourcers
Mark Angus is the CEO of publisher and research company Knowledge Executive, based in Johannesburg, South Africa. Together with Peter Ryan of Ryan Strategic…
CX FilesJens Butler - Tech Research Asia
Jens Butler is the Director of Services, CX, and Sourcing for Tech Research Asia, based in Sydney, Australia. He is one of the best known analysts focused on…
CX FilesMelissa O'Brien - HfS Research
Melissa O'Brien is the Research Vice President for customer engagement, retail and travel at HfS Research - she is based in Boston, Massachusetts. HfS is known…
CX FilesPeter Ryan - Ryan Strategic Advisory (CX in 2019)
The final CX Files of 2018! Peter Ryan is Principal of Ryan Strategic Advisory, based in Montreal Canada. Peter talked to me about some of the big CX events of…
CX FilesSteve Weston - SK Weston & Co
Steve Weston is the Managing Partner of SK Weston & Co, based in Washington DC. Steve himself has over 25 years consulting experience in the field of CX and…
CX FilesAndrei Lepeyev - IBA Group
Andrei Lepeyev is the Director of the Software Development Department at IBA Group in Minsk, Belarus. Andrei is leading teams focused on Mainframes, Machine…
CX FilesStefan Osthaus - experience5
Stefan Osthaus is an author, keynote speaker and CX expert based in Dusseldorf, Germany. He is the founder and managing director of experience5, focused on…
CX FilesJim Farnsworth - SYKES
Jim Farnsworth is a legend in the world of CX. Based in Denver, he is EVP and GM at SYKES, heading up their SykesHOME virtual contact centre solution. Jim has…
CX FilesGraham Brown - HGS
Graham Brown is the Chief Sales and Marketing Officer at Hinduja Global Solutions (HGS), based in London, UK. We talked about how emerging technologies are…
CX FilesTraci Freeman - Believe Consulting
Traci Freeman is known to everyone in the BPO industry in South Africa. Based in Johannesburg, Traci runs Believe Consulting and advises BPESA. She was…
CX FilesYoni Epstein - itelbpo
Yoni Epstein is the founder and chairman of itelbpo, based in Jamaica. In the podcast Yoni talks about automation, AI, bots, and what this all means for the…
CX FilesMorris Pentel - The CX Foundation
Morris Pentel is Chairman of the CX Foundation, a private global foundation focused on best practice in CX. He talks on this episode about how to redesign…
CX FilesThomas Reby - Google
Thomas Reby is a Senior Strategy Manager at Google in Ireland. He is an internationally experienced CX professional, with proven track record of leading…
- CX Files
Giovanni Tavani - Royal Canin
Giovanni Tavani is the director of Global Customer Care and Social Media at Royal Canin, based in France. He recently joined Royal Canin and was previously the…
CX FilesStephen Loynd - Frost & Sullivan
Stephen Loynd is the global program director of the digital transformation practice at Frost & Sullivan and is therefore well known internationally as a…
CX FilesWilliam Carson - Concentrix
In this edition of the podcast I'm speaking with William Carson from Concentrix. William is based in London and is a CX Growth Hacker, which is an interesting…
CX FilesSimon Dillsworth - Praxidia
Simon Dillsworth is Executive Business Partner at Praxidia, which is a management consulting firm spun out of CX firm Teleperformance at the start of 2018…
CX FilesMatt Sims - CEO, Teleperformance UK & RSA
Matt Sims has spent his entire career focused on designing customer experience. He is now the CEO of Teleperformance UK and South Africa. Teleperformance is…
CX FilesCalum Chace - AI and CX
Calum Chace is an expert on artificial intelligence (AI). He graduated from Oxford university after studying philosophy and found that the science fiction…
CX FilesDaniel Hulme, CEO Satalia
This episode features Daniel Hulme. Daniel is the CEO of Satalia, a London-based company that provides Artificial Intelligence solutions to solve industries…
CX FilesShep Hyken
In this edition of the podcast I'm really pleased to be speaking with one of the most important experts and advisors on customer experience strategy globally -…
CX FilesPeter Ryan, Founder of Ryan Strategic Advisory
Peter Ryan, is the Founder of Ryan Strategic Advisory. He is one of the most respected CX analysts in the world today and is constantly on the road, either…
CX FilesAre Regional Trade Associations Stuck In The Past?
In this bonus episode before the season of interviews begins, Mark Hillary asks if the regional trade associations charged with promoting CX and BPO around the…
