x

75% of people globally want unbiased news (Pew Research) but are concerned they're not getting that.

Get balanced coverage with Symby. See how stories are covered across diverse outlets and spot when one side covers a story the other skips.

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

13:22

Sergei Levteev - IBA Group - The Tech Infrastructure...

CX Files ·

2025/03/06

Sergei Levteev is the Chairman and CEO of IBA Group. He is based in Prague in Czechia. IBA Group is a technology company with deep experience building and supporting IT infrastructure. They have managed cloud systems, AI, RPA, and are even supporting old mainframe tech. Mark Hillary called Sergei to talk about the IT infrastructure supporting CX. Sergei decided to respond to Mark using the ElevenLabs AI voice system - underlining some of the ideas around how AI can be used to create voice-based

en

31:38

Audrey William - Ecosystm - AI In CX: The Main...

CX Files ·

2025/02/27

Audrey William is Principal Advisor at Ecosystm. She is based between Sydney, Australia and Singapore. Audrey has several areas of research focus, including the Future of Work, Unified Communications, Video and Collaboration, Contact Center, CX, Outsourcing and Conversational AI. Mark Hillary called Audrey to talk about AI in CX - in particular what is happening on the ground in pilots, which are the main tech vendors to watch, and what are the difficulties or blockers that some companies are

en

52:46

Ian Jacobs - Opus Research - The Hype And Reality For...

CX Files ·

2025/02/20

Ian Jacobs is the Vice President and Lead Analyst at Opus Research. He is based in San Francisco, California, USA. In this conversation with Mark Hillary, Ian explores how BPO is being transformed by AI and asks if we are sometimes focusing too much on Gen AI? CX practitioners have traditionally focused on the customer-facing AI changes - the improvement in chatbots - but there are many other changes taking place inside the enterprise. Ian also talks about the pilots and experiments in AI that have

en

38:28

Sid Victor - Movate - Is Flexibility Essential For...

CX Files ·

2025/02/13

Sid Victor is the Senior Vice President and Head of Support Services at Movate. He is based in Frisco, Texas, USA. Sid has published his opinion around BPO flexibility on LinkedIn several times. He has made it clear that he feels the future is not human agents OR AI OR any other solution - it is a blend of all the best options and BPOs should be able to offer this blended solution. For example, should BPOs be capable of offering traditional BPO, Gig CX, and AI all under one roof? This is what Sid

en

35:20

Phil Fersht - HFS Research - Innovation In CX From AI...

CX Files ·

2025/02/06

Phil Fersht is the CEO and Principal Analyst at HFS Research. He is based in Boston, Massachusetts, USA. He recently posted this 'AI continuum' on LinkedIn: https://www.linkedin.com/posts/pfersht_rpa-genai-agentic-activity-7282865406917115904-5lrX Mark Hillary called Phil to talk about this and how AI is offering the opportunity for genuine innovation in CX and BPO. https://www.hfsresearch.com/ https://www.linkedin.com/in/pfersht/ --- March 2010 - Mark Hillary with Phil Fersht podcast

en

26:53

Gregorio Uglioni - CX Goalkeeper - CX Transformation...

CX Files ·

2025/01/30

Gregorio Uglioni is an Associate Partner at Forward. He is based in Zurich, Switzerland. Greg is focused on business transformation and service excellence. He is an outspoken commentator on LinkedIn about the CX and BPO industry in general and his online commentary led to Peter calling him for a conversation. Greg also hosts the CX Goalkeeper podcast so he is another CX podcaster! Greg's podcast focuses on using the analogy of how a football team (soccer) works together to achieve success and

en

28:56

Joel Walker - tkg - What Do CX Suppliers Need To...

CX Files ·

2025/01/23

Joel Walker is the Co-Founder and Managing Director Platform Services of The Knowledge Group (tkg). He is based in Luxembourg. Last year Peter saw the tkg vendor selection system, which has details of millions of FTEs working in BPO and CX services globally. The system can help companies find the right supplier based on a large number of variables - it's an independent and impartial advice service that helps CX executives find the best service provider at the right price. Peter called Joel to talk

en

40:48

BONUS: CX In 2025 Discussion

CX Files ·

2025/01/20

BONUS EPISODE: CX Transformation in 2025 At the start of 2025, Mark Hillary from CX Files joined Chris Hague from Yoummday and Lian Rowlands from Tayma Solutions to talk about CX trends in 2025. This discussion was hosted by Yoummday and focused on some of the trends detailed in their CX Report 2025: “Transforming Customer Experiences: The AI Advantage Meets the Human Touch.” https://www.linkedin.com/in/lian-rowlands-a26119/ https://www.linkedin.com/in/christopher-hague/

en

31:06

Veronica Richards - CALLS - Servicio Estelar:...

CX Files ·

2025/01/16

Veronica Richards is the COO at CALLS Contact Center and VP at WW CALLS Canada. She is based in Burlington, Ontario, Canada. Veronica is also the marketing director of the Mexico Business Club in Toronto. Veronica is originally from Mexico and now works with Mexico from her base in Canada so Peter called her to ask about BPO and CX in Mexico in addition to the attractiveness of the consumer market in Mexico - a market with a population of 128 million people. What opportunities are created by being

en

28:58

Neville Samuels - Virtual Staff 365 - Trends In...

CX Files ·

2025/01/09

Neville Samuels is the CEO of Virtual Staff 365. He is based in Melbourne, Australia. Virtual Staff 365 offers a virtual staffing service that includes CX. In this discussion with Peter Ryan, Neville explores how virtual staffing can help to create a flexible CX environment that can work for in-house teams or BPOs. https://www.linkedin.com/in/outsourcingexperts/ https://www.virtualstaff365.com.au/

en

37:41

Mark Lowe - Managing Risk and Security in CX

CX Files ·

2024/12/19

Mark Lowe is an expert in business risk and security. He is based in Genoa, Italy. Mark is a faculty Member of the ASERI Postgraduate School of Economics and International Relations at the Università Cattolica del Sacro Cuore in Milan. He is also a columinst in the Italian financial journal Fondia & Sicav. Risk and security are particularly important for CX executives. Who can forget how impossible it was to contact an airline as the Covid pandemic started? Companies managing customer data also have

en

23:12

Katrin Langley - Approaching First-Time Outsourcing

CX Files ·

2024/12/12

Katrin Langley is a CX expert with experience throughout her career at several major BPO companies. She is based in Tampa, Florida. Peter Ryan called Katrin to talk about first-time outsourcing. Most companies still handle their customer service processes in-house, even as it has become more and more complex in recent years. Why do companies still want to retain these processes and what approach can BPOs take to convince them that outsourcing is a positive strategy

en

34:11

Jose Paz - Startups BPO - CX Recruitment In Honduras...

CX Files ·

2024/12/05

Jose Paz is the founder and CEO of Startups BPO. He is based in Tegucigalpa, Honduras. Jose has been living and breathing BPO recruitment for many years. In this conversation with Peter Ryan he explores CX recruitment trends in Honduras and the wider nearshore US area. What are agents expecting when they apply for CX jobs in the 2020s and what is the reality? How can modern CX brands be creating real careers in CX? How is skills-based hiring changing BPO and CX recruitment? How is AI changing the

en

29:48

Claas van Delden - yoummday - Will Gig CX Replace The...

CX Files ·

2024/11/28

Claas van Delden is the Chief Growth Officer at yoummday. He is based in Munich, Germany. Yoummday is a proprietary technology platform for managing remote workforces - what we have summarized on this podcast in the past as 'Gig CX'. Yoummday has a diverse global talent pool of 15,000+ sales and customer care freelancers available. Mark Hillary called Claas to talk about the issues around providing support to customers in multiple languages and whether the platform-based appproach is replacing the

en

22:08

Ted Nardin - Teleperformance - How CX Can Add Value...

CX Files ·

2024/11/21

Ted Nardin is the VP of Customer Success & Value Add at Teleperformance Jamaica. Ted has spent years researching CX. He recently joined Teleperformance and Mark saw a LinkedIn update with this new job title focusing on customer success and value add. Mark called Ted to discuss this idea. How can BPOs put business success on the table and talk to clients about how to add value in the customer relationship - rather than the usual focus on the cost to serve customers? What more can companies get from

en

20:47

John Dinardo - Nordia - BPO In Canada And Beyond 🇨🇦

CX Files ·

2024/11/14

John Dinardo is the CEO and president of Nordia, a Canadian CX specialist with over 10,000 employees on the team. Nordia is the largest BPO in Canada. Peter Ryan and John are both based in Montreal, so this is a local Canadian edition. Bell Canada created Nordia back in 1999, but a quarter of a century on they are now looking at many new opportuntiies and areas of business. John talked about expansion beyond Canada and also about the complexities of managing customer service processes in both

en

27:43

Vidya Ravichandran - UnifyCX - GlowTouch is now...

CX Files ·

2024/11/07

Vidya Ravichandran is the CEO of UnifyCX. She is based in Louisville, Kentucky, USA. In this conversation with Peter Ryan, Vidya talks about the evolution of GlowTouch Technologies into UnifyCX, how technology is changing the BPO industry, and how CX and BPO is evolving as technology solutions become more integral to customer interactions. As customers demand more complex solutions the BPO community is adopting or building different tech solutions - using AI in particular. But should BPOs buy

en

21:45

EXTRA SHOW: How Does the UK 2024 Budget Impact BPO...

CX Files ·

2024/11/04

The new (July 2024) UK government just announced their budget plans for the year ahead. Several measures look like they could impact the BPO and CX industries. In this special extra edition of the CX Files, Peter Ryan called a few UK-based friends of the podcast to ask for their views on the challenges and opportunities they can see in the latest UK budget... Featuring a discussion with... Alistair Niederer, CEO, NeedleRock https://www.linkedin.com/in/aniederer/ http://www.needlerock.net/ Lian

en

31:00

Tanya Scotece - Miami Dade College - A Focus On Care...

CX Files ·

2024/10/31

Tanya Scotece is also known as 'Dr T.' She is a Professor and Program Coordinator at Miami Dade College focused on funeral service education. Tanya is also a senior placement specialist with Sunshine Senior Placement, helping familes find an assisted living facility for their loved ones. Tanya is a licensed funeral director and has direct experience managing a funeral home and crematorium. The funeral and mortuary environment in the US is heavily regulated and people working in this field need to

en

13:10

Mark Hillary - The Social Sales Playbook - How B2B...

CX Files ·

2024/10/24

Almost everyone in the CX environment knows about B2B sales. BPO companies need to sell to clients. CX software companies need to sell to customer service teams or BPOs. Most people in this industry are working for specialist companies selling services to another company. Mark Hillary has just written a book about this - how do B2B companies sell to each other and how has it changed since the Covid pandemic? Mark and Peter talked about the new book. What inspired it and why it matters for people

en

102 results

Similar Podcasts

TaxTalent.com The Golden Rule Podcast

Adam Golden

TaxTalent.com Podcast

Tony Santiago

Handelsblatt Crime - spannende Streitfälle der deutschen Wirtschaft

Ina Karabasz, Solveig Gode, Sönke Iwersen

Deffner und Zschäpitz – Der Wirtschafts-Talk von WELT

WELT

Black Box - La scatola nera della finanza

Guido Brera e Gian Luca Comandini -...