Happy New Year From The CX Files!
CX Files
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 Nathan Muniz Lian Rowlands Rod Jones Paul O'Hara Michael Gray Anna Bessarabova Michael Clark Mike Ortegon Stephen Loynd David Neale Peter Ryan ...
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CX Files 400 Live In London! Get Your Free Ticket Now!
CX Files
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 Paulo, Brazil, and Peter from Montreal, Canada...
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Discussion: CX In 2026 - The Predictions
CX Files
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 David Rickard Partner, Everest Group Clanfield - near Portsmouth, UK Summary: In the CX Files podcast episode 399, hosts Mark Hillary and Peter Ryan discuss 2025 highlights and 2026 predictions with Paul Smith from Quinn Growth...
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Nick Jiwa - CustomerServ - We Need To Focus On People In CX
CX Files
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, retention etc... The Call Center – Still a People Business (Nick Jiwa - Aug 12, 2025) ...
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Leigh Hopwood - CCMA - 25 Years Of The ECCCSAs
CX Files
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 growth of the wider industry in addition to talking about the logistics of arranging such a...
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Gerry Brown - The Customer Lifeguard - CX Is Changing Fast
CX Files
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 entire industry? Summary : Mark Hillary and Peter Ryan discuss the evolving...
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Paul O'Hara - TP - AI Won’t End BPO - It’ll Supercharge It
CX Files
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 article, but Mark questioned him further on the reasons he felt the need to talk about AI in this...
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Elona Ymeri - Assist Digital - Albania & The Value Of Smaller BPO Locations
CX Files
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 locations in Europe that might have an interesting and innovative new approach to BPO. ----...
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Joanne Morrison - Outmarket - Modern Marketing For CX Brands
CX Files
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. SUMMARY: Mark Hillary and Peter Ryan discuss the challenges and mistakes in BPO marketing with Joanne Morrison,...
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Miguel Familia - Wise BPO - A CX Visionary In the Dominican Republic
CX Files
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. SUMMARY: Mark Hillary and Peter Ryan introduce Miguel Familia, CEO and co-founder of Wise BPO in the Dominican Republic. Miguel shares his journey from starting in...
info_outlineHappy 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
https://www.linkedin.com/in/bdcoutsourcing/
Lian Rowlands
https://www.linkedin.com/in/lian-rowlands-a26119/
Rod Jones
https://www.linkedin.com/in/rodjonessouthafrica/
Paul O'Hara
https://www.linkedin.com/in/pauloharateleperformance/
Michael Gray
https://www.linkedin.com/in/michaelgray7/
Anna Bessarabova
https://www.linkedin.com/in/anna-bessarabova/
Michael Clark
https://www.linkedin.com/in/michaelclarkcx/
Mike Ortegon
https://www.linkedin.com/in/mikeortegon/
Stephen Loynd
https://www.linkedin.com/in/stephenloynd/
David Neale
https://www.linkedin.com/in/david-neale-08b80011b/
Peter Ryan
https://www.linkedin.com/in/peter-ryan-montreal/
Mark Hillary
https://www.linkedin.com/in/markhillary/
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“All I Want for CX-mas (Is the Future)”
Composed by Mark Hillary with Suno
Verse 1
Snow’s falling on the dashboards,
Year-end reports are due,
Another season of predictions,
But nobody knows what’s true.
From São Paulo to Montreal,
Different skies, same screen,
Two voices cut through the noise,
Talking ’bout what CX means.
Pre-Chorus
The year’s been long, the change came fast,
AI hype, then lessons learned,
But now we’re looking forward,
To the value still to be earned.
Chorus
All I want for CX-mas is the future,
Not the buzzwords, not the fear,
Just better service, smarter choices,
And a little more trust next year.
From every brand to every customer,
Let’s build it human, let’s build it right,
All I want for CX-mas is the future,
And the CX Files on a Wednesday night.
Verse 2
Agents, bots, and blended teams,
Journeys changing shape,
Less about the tech itself,
More about escape
From broken processes,
From friction no one sees,
Designing moments that feel simple,
Even when the systems aren’t easy.
Pre-Chorus
We’ve learned that scale needs patience,
And strategy beats speed,
The future’s not autonomous,
Unless it serves a real human need.
Chorus
All I want for CX-mas is the future,
Not another pilot that won’t land,
Just outcomes, empathy, and clarity,
Finally working hand in hand.
From every continent and culture,
One community, one shared view,
All I want for CX-mas is the future,
And the CX Files guiding us through.
Bridge
From São Paulo sunshine,
To Montreal snow,
Two hosts, one question:
“Where do we go?”
Analysts, founders, leaders, friends,
Four hundred stories, and still it never ends.
No silver bullets, no easy claim,
Just better questions changing the game.
Final Chorus
All I want for CX-mas is the future,
Designed with care, not just code,
Where trust is built in every interaction,
And experience carries the load.
So here’s to 2026 and beyond,
To curiosity, courage, and insight,
All we want for CX-mas is the future,
And the CX Files lighting the way each night.
Outro
So press play, pour a drink,
Let the old year fade from view,
The future of CX is being written—
And it starts with me and you. 🎄✨