CX Files

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.

Phil Kitchen - Customer Contact Panel - Jamaica Is Moving Beyond The Nearshore 04/17/2025

Juan Caire & Jim Farnsworth - Alliance BPO - To Hermosillo And Beyond! 04/10/2025

Chris Dumpleton - Limitless - Is GigCX + AI The Future For Customer Service? 04/03/2025

Dave Rumble - Maistro - Using Gen AI To Find B2B Partners 03/27/2025

CCW Berlin 2025 Feedback - with Raya CX and CXHero 03/20/2025

What Is Wrong With LinkedIn? 03/17/2025

IWD 2025 - Women In CX In 2025 03/13/2025

Sergei Levteev - IBA Group - The Tech Infrastructure Supporting CX 03/06/2025

Audrey William - Ecosystm - AI In CX: The Main Blockers & Opportunities 02/27/2025

Ian Jacobs - Opus Research - The Hype And Reality For AI In CX 02/20/2025

Sid Victor - Movate - Is Flexibility Essential For The Future Of BPO? 02/13/2025

Phil Fersht - HFS Research - Innovation In CX From AI To AGI 02/06/2025

Gregorio Uglioni - CX Goalkeeper - CX Transformation That Hits The Back Of The Net! 01/30/2025

Joel Walker - tkg - What Do CX Suppliers Need To Bring To The Table? 01/23/2025

BONUS: CX In 2025 Discussion 01/20/2025

Veronica Richards - CALLS - Servicio Estelar: Navigating Customer Care in Mexico 01/16/2025

Neville Samuels - Virtual Staff 365 - Trends In Virtual CX Staffing 01/09/2025

Mark Lowe - Managing Risk and Security in CX 12/19/2024

Katrin Langley - Approaching First-Time Outsourcing 12/12/2024

Jose Paz - Startups BPO - CX Recruitment In Honduras and US Nearshore 12/05/2024

Claas van Delden - yoummday - Will Gig CX Replace The Multilingual Hub? 11/28/2024

Ted Nardin - Teleperformance - How CX Can Add Value And Create Success 11/21/2024

John Dinardo - Nordia - BPO In Canada And Beyond 🇨🇦 11/14/2024

Vidya Ravichandran - UnifyCX - GlowTouch is now UnifyCX And The Tech Future For CX 11/07/2024

EXTRA SHOW: How Does the UK 2024 Budget Impact BPO and CX? 11/04/2024

Tanya Scotece - Miami Dade College - A Focus On Care In Funeral Services 10/31/2024

Mark Hillary - The Social Sales Playbook - How B2B Companies Sell To Each Other! 10/24/2024

Neal Topf - Callzilla - Clients Want To Understand BPO Culture Not Just Metrics 10/17/2024

Peter Ryan - When will we see Philippines BPO 2.0? 10/10/2024

Isobel Rogers & Karen Howard - The Launch Of The CX Alliance 10/03/2024