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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

29:54

Steve Mosser - Sensée - Flexible WFM & Total...

CX Files ·

2024/05/09

Steve Mosser is the Group CEO & Chief Innovations Officer at Sensée. He is based in London, UK. Sensée is a work-from-home specialist, but has recently purhased The Contact Company, in Liverpool UK. This more or less doubled their size, but means they now offer both contact center and WFH options. In this conversation, Steve focuses on the evolution of workforce management and flexible working patterns, why this is good for the clients and the agents, and how to create flexibility while still

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09:40

CX Outsourcers Atlanta - Immediate Feedback From The...

CX Files ·

2024/05/02

CXOutsourcers 2024 took place on May 1/2 in Atlanta, GA. Both Mark Hillary and Peter Ryan were at the event. Mark talked to some of the speakers and delegates about their thoughts on what they experienced and learned from the event. This podcast features: Stephen Loynd, Founder and Principal at TrendzOwl https://www.linkedin.com/in/stephenloynd/ Rod Jones, Founder Rod Jones Contact Center Consulting https://www.linkedin.com/in/rodjonessouthafrica/ Yanique Grant, MD of Professional Training and

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13:53

Chris Gillen - A Closer Look - CX With AI And Humans...

CX Files ·

2024/04/29

Chris Gillen is the CEO of A Closer Look. He is based very close to Atlanta, GA, so the CX Outsourcers conference is a local event for him. In this conversation he gave Mark Hillary a preview of his CXO keynote speech on CX and AI and keeping humans in the loop https://www.linkedin.com/in/chrisgillen/ https://a-closer-look.com/ https://cxoutsourcers.com/

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20:07

Alex Muñoz - Hispanic Media Center - The Complexity...

CX Files ·

2024/04/25

Alex Muñoz is CEO of the Hispanic Media Center in San Diego, CA. He is focused on advertising and marketing for the hispanic community in the USA. Alex talked to Mark Hillary from Mexico City about the importance of understanding the complex nature of the hispanic community in the US and not just assuming there is a broad need for an "English" customer experience and another in "Spanish"... Alex will be talking about this in more detail at the CX Outsourcers conference in Atlanta on May 1/2. This

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19:09

Barry Winkless - Future of Work Institute - Creating...

CX Files ·

2024/04/22

Barry Winkless is the Chief Strategy Officer at Cpl Group & Head of the Future of Work Institute. He is based in Dublin, Ireland. Barry is speaking at the CX Outsourcers conference in Atlanta on May 1/2. In this conversation with Mark Hillary he gives a preview of his keynote talk about making companies - and countries - more attractive locations for investment and improving the ability to attract talented people. https://www.linkedin.com/in/barry-winkless-7357094/ https://www.cpl.com/ie

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14:14

Paula Kennedy Garcia - CX Digital Delivery

CX Files ·

2024/04/18

CX Outsourcers Special Edition: For the next two weeks CX Files will be published on both Monday and Thursday giving previews of the talks that will be taking place in Atlanta at the CX Outsourcers conference on May 1/2... --- Paula Kennedy Garcia is an old friend of the CX Files. She has senior experience in several leading BPOs and is know as a leader in CX innovation and new delivery models. Paula is based in Belfast. In this conversation with Mark Hillary she talks about her planned talk on

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27:15

Alex Mead - Total CX - Bahrain For Nearshore And...

CX Files ·

2024/04/11

Alex Mead is the CEO of Total CX. He is based in Bahrain. Alex is a long time friend of the CX Files and he has featured before talking about the need for better CX advice and expertise across the industry. In this discussion with Peter he is talking about Bahrain and the opportunity for this region to emerge as a nearshoring BPO destination... Bahrain may not have been on your radar before, but listen to Alex and it may well be! https://www.linkedin.com/in/alexmead/

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31:49

Nirali Amin - LivePerson - The State Of Customer...

CX Files ·

2024/04/04

Nirali Amin is the SVP Global Solutions and Success at LivePerson. She is based in the US. LivePerson recently published a report focused on the state of customer conversations and the emerging "AI gap" between the willingness of customers to use and accept AI customer service solutions and the willingness of executives to roll out these solutions. This gap points to a bigger picture that is focused on the digital transformation of customer service processes. Mark Hillary called Nirali to talk about

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45:51

Chris Hague - yoummday - CCW Berlin Feedback And The...

CX Files ·

2024/03/28

Chris Hague is the head of marketing at yoummday. He is based in Prague, in the Czech Republic. Chris was at the recent CCW conference in Berlin and he posted some of his thoughts online about his views on the future of BPO - based on the conference trends. In this conversation with Mark Hillary, Chris explores some feedback from the CCW conference and also asks what the BPO or CX specialist of the future needs to look like? Chris talks about the discussion in Berlin affecting all professional jobs

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33:52

Rod Jones - "75 Not Out" And Looking Back At Half A...

CX Files ·

2024/03/21

Rod Jones is a legend in the CX industry. Based in Johannesburg, South Africa, Rod is now a speaker, trainer, and coach - focusing his experience of contact centers and CX on the next generation of managers. Rod was 75 a few days back and he started his first business in 1972 - so he has experienced CX and customer service processes up close, or as an advisor, for over half a century. There are very few people in the industry with this level of experience so Mark Hillary and Peter Ryan called Rod to

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40:23

Matt Kendall - BPO Bullhorn - A New Newsletter For...

CX Files ·

2024/03/14

Matt Kendall founded Cognitive Copy, a B2B copywriting and ghost-writing specialist. He is based in Madrid, Spain. He recently launched a newsletter focused only on the BPO and CX community called BPO Bullhorn... Mark Hillary called Matt to talk about BPO Bullhorn and why newsletters are still a useful way to build a community. Matt also reminded Mark that he has been on the podcast back in 2021 - Mark forgot this during the introduction! Here is that earlier show...

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36:09

Dr Lollie Mancey - UCD Innovation Academy -...

CX Files ·

2024/03/07

Dr Lollie Mancey is an anthropologist and AI ethicist based in Dublin, Ireland. She is the Programme Director for Innovation and Entrepreneurship (Digital tech and resilience) at the University College Dublin Innovation Academy. Lollie is focused on workplace performance and this includes how work/life balance should be managed and what causes anxiety and other issues that may damage work perforamnce, home life, or both. Lollie isn't focused specifically on CX, but her research covers workplaces

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25:00

Bruce Winder - The Future Opportunities And...

CX Files ·

2024/02/29

Bruce Winder is the president at Bruce Winder Retail. He is a leading analyst focused on the retail sector, with a long history of senior management roles in the retail industry. Bruce is based in Toronto, Canada. Bruce talked to Peter Ryan about trends and challenges for CX in retail in the 2020s. https://www.linkedin.com/in/brucewindermba/ www.brucewinder.com

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09:16

William Carson - Concentrix

CX Files ·

2018/10/05

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 job title and I know from working with William in the past that he has many interesting ideas about CX. Concentrix is an American CX firm, but they deliver services globally from over 125 different locations with over 100,000 employees. In June they acquired Convergys, arguably an even bigger company with around 130,000 employees and revenue

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05:35

Simon Dillsworth - Praxidia

CX Files ·

2018/09/28

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. Simon has a long track record in both management consulting and CX and the Praxidia team will be speaking at the CX Tech conference in London on October 12th. I will be speaking at the event and my focus is how the CX specialists are charging for emerging technologies and automation. I caught up with Simon to get his thoughts on this subject

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11:53

Matt Sims - CEO, Teleperformance UK & RSA

CX Files ·

2018/09/21

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 possibly the largest CX-focused company in the world with 223,000 employees, located in 76 countries, and revenue just below of $5bn. The Teleperformance UK team will be speaking at the CX Tech event in London on October 12, focused on the human-AI connection and how humans are unlikely to be entirely replaced by AI in the near future for CX

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11:34

Calum Chace - AI and CX

CX Files ·

2018/09/14

Calum Chace is an expert on artificial intelligence (AI). He graduated from Oxford university after studying philosophy and found that the science fiction books he loved were really just philosophy in fancy dress. Calum has now written several books on AI and is in demand globally as an expert speaker and advisor. He will be speaking at the CX Tech event in London on October 12. https://cxtech.events/ https://amzn.to/2QqnsWx https://calumchace.wordpress.com/

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11:39

Daniel Hulme, CEO Satalia

CX Files ·

2018/09/07

This episode features Daniel Hulme. Daniel is the CEO of Satalia, a London-based company that provides Artificial Intelligence solutions to solve industries hardest problems. He is also the Director of UCL’s Business Analytics MSc, applying Artificial Intelligence to solve business, governmental and social problems. He is a serial speaker for Google and TEDx, and is a faculty member of Singularity University. Both Daniel and I will be speaking at the CX Tech conference in London on October 12. Go to

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16:59

Shep Hyken

CX Files ·

2018/08/31

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 - Shep Hyken. Shep is a best selling author, trainer, advisor, speaker and all round expert on CX. He advises several Fortune 100 companies and has been focused on this for over 35 years now. Anyone that has searched LinkedIn or Twitter for information on CX will know Shep because he is a very active publisher. In our conversation we covered a

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09:13

Peter Ryan, Founder of Ryan Strategic Advisory

CX Files ·

2018/08/24

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 advising clients or speaking at conferences. In this interview, Mark Hillary speaks to Peter about CX and automation. How are tools such as AI and RPA affecting CX and how are companies pricing all these new technologies?

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102 results

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