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PODCAST

CX Files

Mark Hillary and Peter Ryan

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.

business management

All Episodes

24:23

Chris Chance - CCI Global - Africa Rising For CX

CX Files ·

2026/04/09

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 UAR, but has extensive operations across Africa - they aim to be the largest and most respected BPO in Africa through a combination of offering innovative services with a focus on impact sourcing and community uplift. In this conversation with Mark Hillary from his base in Ethiopia, Chris talks about the creation of the Outsourcing Alliance of

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31:52

Steve Sullivan - Channel Doctors - How Do We Manage...

CX Files ·

2026/04/02

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 centers, and especially issues such as data protection and GDPR. Peter Ryan called Steve after seeing a LinkedIn post on managing customer rage. Are customers more angry today and how are companies dealing with it? How can it be managed in the contact center and how is it managed for customer service advisers who need to interact directly

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29:20

Melanie Disse - Melanie Disse Consulting - Acting on...

CX Files ·

2026/03/26

Melanie Disse is the Principal Consultant and Tech Adviser to Melanie Disse Consulting. Melanie Disse Consulting is a CX & VoC consulting firm helping businesses leverage CX as a key competitive differentiator to drive business performance through understanding customer experiences. Melanie is based in Auckland, New Zealand. In this conversation with Peter Ryan, Melanie outlines how companies can more effectively obtain feedback from customers and how to make use of this feedback. Most companies

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28:49

Gareth Bray - Premier CX - Why Customers Prefer WhatsApp

CX Files ·

2026/03/19

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 daily by users - that's more than a million messages on the platform every second. Between 1 to 3 billion of these daily messages is a customer talking to a business. Gareth was on the Meta team when they launched WhatsApp in Europe so he has a long background using this asynchronous messaging tool. In many global markets WhatsApp has

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21:56

CCW Berlin 2026 - Feedback Direct From The Floor

CX Files ·

2026/03/12

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 comments and ideas from the delegates - what was the conference about and what were the key themes that people in CX are focused on in 2026? https://www.ccw.eu/en/ CCW conference delegates who spoke to Peter Ryan: Monika Röhr-Łukasik Axendi https://www.linkedin.com/in/monika-r%C3%B6hr-%C5%82ukasik-596b3932/ Humphrey Davies BPO Search

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26:04

Michel Stevens - CXM Academy - How Can We Improve CX...

CX Files ·

2026/03/05

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 training for the real world - interactive and culturally relevant. In this conversation with Peter Ryan, Michel talks about CX events. Why are so many of them so repetitive? Why are they flooded with the same speakers talking about the same subjects? Why do events focus on getting 1,000 through the door rather than on high quality information

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23:14

Roger Barlow - LATAM Translations - AI Has Changed...

CX Files ·

2026/02/26

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 focused on helping Brazilian companies engage with a global audience. This involves a significant amount of translation from and to Portuguese. Multilingual CX is a subject we have often covered on CX Files so Mark decided to call up Roger because of his experience managing a company that is entirely focused on translation. How has AI impacted

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23:14

Roger Barlow - LATAM Translations - AI In Language...

CX Files ·

2026/02/26

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 focused on helping Brazilian companies engage with a global audience. This involves a significant amount of translation from and to Portuguese. Multilingual CX is a subject we have often covered on CX Files so Mark decided to call up Roger because of his experience managing a company that is entirely focused on translation. How has AI impacted

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28:58

Michael Gray - Spacial Working - Hybrid Work Is Here...

CX Files ·

2026/02/19

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 create a flexible work environment that embraces both working from home and working in offices. The aim is to create a flexible arrangement that works well for the company and employees. The media often reports that WFH is finished and most employees are heading back into offices, but the reality is quite different. There is less WFH than during

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36:16

Jacqui Turner - Turner Corner - CX For Vulnerable...

CX Files ·

2026/02/12

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 focused on customer service training, leadership programmes and coaching interventions. Training followed by coaching with Jacqui's team has been proven to make training much more effective, in terms of staff productivity, performance and business results. In this discussion with Peter Ryan, Jacqui talks about vulnerable customers. How do

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25:51

Rob Joubert - Boomerang BPO - Building CX Success...

CX Files ·

2026/02/05

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 the year Peter Ryan called Rob to talk about BPO and CX trends and what it takes to build a successful BPO operation from the ground up. 20 years into the journey, what has Rob learned about what clients want from a BPO partner in the 2020s? https://www.linkedin.com/in/robert-joubert-89176011/ https://boomerangbpo.com/

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38:57

TUI & Transcom On Building A Best In Europe Partnership

CX Files ·

2026/01/29

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 Contact Center and Customer Service Awards (ECCCSAs). https://cxfiles.libsyn.com/cxfiles/leigh-hopwood-ccma-25-years-of-the-ecccsas At those awards on November 25th 2025, The Best Customer Service Into Europe award was won (gold) by TUI working with Transcom. https://ecccsa.com/2025-winners/ Peter Ryan recently called Leo Ooms (TUI) and Dario

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31:22

CX Files 400 - Live in London

CX Files ·

2026/01/22

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 about the origin of CX Files and what they plan for the future of the podcast... Thanks to everyone who attended the live event in London last night - it was great to see so many friends of the podcast out in person! https://www.linkedin.com/in/lian-rowlands-a26119/ https://www.linkedin.com/in/markhillary/

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15:31

Happy New Year From The CX Files!

CX Files ·

2025/12/31

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 listen to this episode you will hear messages from the Netherlands, Philippines, UK, South Africa, Australia, Canada, and Brazil... that's North America, South America, Europe, Africa, Asia, and Australasia all covered! Contributors listed in the order they feature on the podcast: Leo Ooms https://www.linkedin.com/in/leoooms/ Nathan Muniz

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05:20

CX Files 400 Live In London! Get Your Free Ticket Now!

CX Files ·

2025/12/11

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 – January 21, 2026 Join Mark Hillary and Peter Ryan, co-hosts of the CX Files podcast, for a special live networking event in London as they celebrate the show's 400th episode! This informal evening brings together members of the global Customer Experience (CX) community for drinks, conversation, and connection. Mark will be flying in from São

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33:34

Discussion: CX In 2026 - The Predictions

CX Files ·

2025/12/04

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 on CX and BPO - to talk about what just happened in 2025 and their top predictions for CX in 2026. --- Paul Smith Principal Consultant, Quinn Growth Advisers Salt Lake City, Utah, USA https://www.linkedin.com/in/swsalesexec/ https://quinngrowthadvisors.com/ David Rickard Partner, Everest Group Clanfield - near Portsmouth, UK

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29:44

Nick Jiwa - CustomerServ - We Need To Focus On People...

CX Files ·

2025/11/27

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 people in CX - in particular in BPOs. He asks why people have always been central to the customer experience, but now it sounds like everyone is just focused on AI and automation? It's time to refocus on people and culture because this is how brands connect with customers and this leads to the success they need - extra revenue, loyalty,

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34:44

Leigh Hopwood - CCMA - 25 Years Of The ECCCSAs

CX Files ·

2025/11/20

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 Ryan called Leigh to talk about the European Contact Center and Customer Service Awards (ECCCSAs), which celebrate their 25th anniversary on November 25th, 2025. It sounds like an Iron Maiden song. On the 25th of November in the year 2025 the ECCCSAs will be 25... Leigh talks about the judging process and the value of the awards to the

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34:07

Gerry Brown - The Customer Lifeguard - CX Is Changing...

CX Files ·

2025/11/13

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 UK. Gerry has written a book titled 'When a customer wins, nobody loses.' He has a podcast and he is a regular speaker and adviser, regularly hosting CX workshops. Mark called Gerry to ask about his book and the post-pandemic CX environment. In particular how can BPOs get more closely aligned with the needs of customers when AI is changing the

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21:10

Paul O'Hara - TP - AI Won't End BPO - It'll...

CX Files ·

2025/11/06

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 an article on Customer Think magazine titled "AI Won't End BPO - It'll Supercharge It." Mark called Paul to ask Paul about the article. What was Paul trying to say? How does he believe that AI and human-focused customer service can be blended? How can smarter more value-driven CX be planned using AI? Paul outlined many of these ideas in his

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118 results

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