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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

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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31:31

Elona Ymeri - Assist Digital - Albania & The Value Of...

CX Files ·

2025/10/30

Elona Ymeri is the service delivery manager at Assist Digital. She is based in Tirana, Albania. Elona spoke to Mark Hillary about the role of smaller BPO destinations. What can they offer that is harder to find from the big locations? Is the continued influence of AI and other automation technology reducing the need to consider working in locations where large numbers of agents can be found? Elona talked about Albania within this context, but also explored beyond Albania alone to consider other

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30:45

Joanne Morrison - Outmarket - Modern Marketing For CX...

CX Files ·

2025/10/23

Joanne Morrison is the founder of Outmarket. She is based in Toronto, Canada. Outmarket is a specialist marketing agency that is focused on BPO and CX companies. Telling potential customers about your services has always been important, but as BPO gets more complex, more international, and AI changes how marketing can function, it is more important than ever to get great advice. Peter Ryan called Joanne to talk about these changes and her advice for marketing in CX in the 2020s.

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35:17

Miguel Familia - Wise BPO - A CX Visionary In the...

CX Files ·

2025/10/16

Miguel Familia is the CEO and co-founder of Wise BPO. He is based between the Dominican Republic and St. Petersburg, Florida, USA. Miguel has a long history in CX, but one year ago he decided to create a new BPO brand - serving clients from the Dominican Republic. Peter called Miguel to learn about his story of creating a new CX brand, his background in this industry, the advantages of the DR, and his vision for the future of CX. https://www.linkedin.com/in/miguel-familia-b0b37812/

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36:53

Discussion: CX In Georgia 🇬🇪

CX Files ·

2025/10/09

This week we have a group of CX and BPO experts who recently visited Georgia. This nation of 3.6m people is positioned on the Black Sea, at the intersection of Europe and Asia, and is working hard to position itself as an attractive destination for CX and BPO sourcing. Peter Ryan talked to people who travelled with him to visit Georgia this year to explore questions such as the ease of doing business there, the opportunity for multilingual CX, and how Georgia is attracting more digital and high-tech

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33:12

Traci Freeman - Connecting Africa For Global Business...

CX Files ·

2025/10/02

Traci Freeman holds a number of roles, including as the managing member of Believe Consulting, but in this conversation we focused on her role as a partner of the Africa Federation of GBS Associations. This federation is aimed at unlocking Africa’s potential in the BPO, CX and ITO sectors. Enhancing Africa’s standing as a hub for innovation, knowledge exchange, and technological advancement, promoting partnerships, youth employment, and digital enablement while driving best practices and standards

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26:20

Kwame Agyei - Appoynt - From Accra with Service: How...

CX Files ·

2025/09/25

Kwame Agyei is the founder and CEO of Appoynt. He is based in London, UK with operations in Ghana. In this conversation with Peter Ryan, Kwame tells the story of how and why he founded Appoynt during the Covid pandemic and the opportunity for more businesses to work with partners in Ghana. https://www.linkedin.com/in/kwame-agyei-b3ab1333/ https://www.appoynt.co.uk/ --- SUMMARY Mark Hillary and Peter Ryan discuss the growth of BPO services in Ghana, highlighting Kwame Agyei's venture, Appoynt. Kwame,

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15:55

Enea Dervishi - Simetrix Solutions - Is The Albania...

CX Files ·

2025/09/18

Enea Dervishi is the Operations Director at Simetrix Solutions. He is based in Durres, Albania. Last month, Enea published an article in Customer Think titled "From Beaches To Business: Is Albania's BPO Wave About To Break?" The article kicked off a fevered discussion on LinkedIn because it did not focus on the usual BPO regional comparisons - how many airports, graduates etc... it directly compared the BPO possibilities in Albania with much larger and established destinations such as South Africa

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28:47

Remembering Gareth Pritchard

CX Files ·

2025/09/16

In this special episode of the CX Files, Peter and Mark join with David Rumble, Rod Jones, and Traci Freeman to remember how the late Gareth Pritchard influenced and helped to shape the BPO/CX/GBS industry in South Africa. We discussed how Gareth was instrumental in making South Africa a leading location for this industry and what his legacy may be in future. https://www.linkedin.com/in/garethmpritchard/ https://capebpo.org.za/ https://www.bpesa.org.za/ ---

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26:37

David Powers - Rooter Hero - The Three-Faced AI God...

CX Files ·

2025/09/11

David Powers is the VP of CX at Rooter Hero. He is based in Los Angeles, CA. David is also a published author and the host of the CX Riot Radio podcast. This conversation between Mark Hillary and David came about because of a recent CX Riot Radio epsisode titled 'The Three-Faced AI God' where David talked about his experience of using AI in the contact center. David's experience shows that AI has genuine value, but there is a big difference between the genuine application of AI to improve CX and

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34:13

Cheryl Paarwater - Enerlytics & Call Lab BPO - How...

CX Files ·

2025/09/04

Cheryl Paarwater is the Managing Director at Enerlytics & Call Lab BPO. She is based in Cape Town, South Africa. Cheryl has championed CX in South Africa for many years and is a board member of BPESA - the trade promotion agency for business process service companies in South Africa. In this conversation with Peter Ryan, Cheryl explores how BPO and CX has created many opportunities for employment in South Africa - and beyond - and this has created a very positive socio-economic ripple effect. People

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25:21

Kathy Juve - Concentrix - Flashback To The First...

CX Files ·

2025/08/28

This is the final Covid flashback where CX Files has looked back at the early days of the 2020 pandemic throughout August 2025. This interview was originally broadcast on May 15, 2020 - about a month into the pandemic and lockdowns. At the time Kathy Juve was the EVP, Customer Experience Technology & Insights Division, at Concentrix. She is now EVP of Global Solutions - also at Concentrix. Kathy is based in Orlando, Florida. In this episode, Kathy describes how the previous three weeks created the

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07:01

Dave Rizzo - TP - Flashback To The First Week Of The...

CX Files ·

2025/08/21

SUMMER SPECIAL - COVID FLASHBACK Covid-19 was five long years ago. In a series of short summer specials, CX Files is bringing you some memories of what was going on at a very chaotic time for the industry. During the early days of the pandemic, CX Files went from weekly to daily and captured many important observations on how the CX industry was coping across the world. Dave Rizzo is the APAC President of TP. He is based in Singapore. Five years ago the company was known as Teleperformance and Dave

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12:10

John Devlin - Ascensos - Flashback To Day One Of The...

CX Files ·

2025/08/14

SUMMER SPECIAL - COVID FLASHBACK Covid-19 was five long years ago. In a series of short summer specials, CX Files is bringing you some memories of what was going on at a very chaotic time for the industry. During the early days of the pandemic, CX Files went from weekly to daily and captured many important observations on how the CX industry was coping across the world. John Devlin is the Founder and CEO of Ascensos (acquired by Firstsource in 2024) - he is still in this position. John talked to

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29:20

Dave D'Arcy - Laughing Leadership - The Recurring...

CX Files ·

2025/08/07

Dave D'Arcy is the founder of Laughing Leadership. He is based in Tring, close to London in the UK. Laughing Leadership was created to guide business leaders to build the environment to nurture and develop happy engaged employees. The solution is not in bean bags, slides, fruit on Friday or free tea and coffee. It is in culture. And culture is a byproduct of leadership style. In this conversation with Peter Ryan, Dave talks about some of the 'groundhog day' issues he keeps reading about and seeing

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32:21

Amanda Quinn - Quinn Growth Advisors - BPOs Must...

CX Files ·

2025/07/31

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 talks about her work advising BPOs on how to build growth and develop a sales pipeline. Amanda advises focusing on deep expertise and specialization, rather than claiming to offer every single service and excelling at none of them. How can BPOs compete and leverage technology to improve what they offer to clients

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24:12

Mike Ortegon - Yoummday - How Travel Is Taking Off

CX Files ·

2025/07/24

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 track record of leadership roles in travel companies. Mark Hillary called Mike to talk about travel. How has it recovered since the pandemic? What trends are travel companies seeing that are new for the 2020s? Are travel companies becoming more proactive in their approach to the customer experience? Why are some people around the world protesting

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102 results

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