
CX Files Is On A Summer Vacation
CX Files will return on September 3, 2026. Enjoy the summer! Mark & Peter

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Hosted by Mark Hillary and Peter Ryan · 🇺🇸 US · EN · 435 episodes
Established thought leaders with verified media credentials.
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.
Mark Hillary and Peter Ryan hosts CX Files, a business show with 435 episodes published.

CX Files will return on September 3, 2026. Enjoy the summer! Mark & Peter

LinkedIn Has Lost the Plot — Can the CX Community Fix It? LinkedIn was once the essential networking platform for business professionals, but today it can feel overwhelmed by sponsored posts, algorithmic recommendations,

Jim Farnsworth is Founder and CEO of HiOctayne. He is based in Denver, Colorado. Jim has a long history as a senior leader within and advisor to multiple BPOs and CX experts. He is therefore well placed to comment on why

If AI Can't See You, Buyers Won't Either: The New Rules of B2B Sales In this special bonus episode of CX Files , Peter Ryan turns the microphone on his co-host Mark Hillary to discuss Mark's latest book, If AI Can't See

Jessica Pleffken is the founder and CEO of Pleffken & Marvulle Marketing. Ana Marvulle is co-founder and managing partner. Jessica and Ana both have a long history working inside CX and BPO companies and now their specia

Peter Ryan speaks with Tugs Smith and Adrian Smith, co-founders of ATAC Global CX in Oshawa, Ontario, about the launch of the Certified Remote Service Agent certification. The discussion explores why remote contact cente

Your contact center may be one of the most valuable targets in the enterprise supply chain. Peter Ryan speaks with Muhammad Yahya Patel, Cybersecurity Advisor at Huntress, about why cybersecurity has become a critical is

Donald Berryman is the Founder & Managing Director at ProfectusCX. He is based in Florida, USA. Don writes a LinkedIn newsletter called The CX Advisor Perspective. He recently published several newsletters focused on how

Lara Klick is the Founder and President of Klick Advisors LLC. She is based in Tampa Bay, Florida, USA. Klick Advisors is a trust-centered consulting practice that helps healthcare leaders and teams navigate high-stakes

The BPO Industry Isn't Dying. But It May Need to Reinvent Itself Faster Than Anyone Expected. Yuma AI CEO Guillaume Luccisano argues that customer experience providers must evolve from labor arbitrage specialists into AI

David Rickard is a partner at Everest Group. He is based in the UK. David recently visited Ethiopia for the Elevate Africa event. In this conversation with Peter Ryan David gives his take on Ethiopia and Africa more gene

The annual CXOutsourcers Mindshare event took place in Ottawa, Canada, earlier in May 2026 (May 18-20). Peter Ryan took a microphone onto the conference floor to capture ideas and comments from the delegates in Canada fo

What makes a customer love a brand? It is a simple question, but it quickly becomes complicated. People often reach for the obvious examples. Apple customers lining up overnight for the latest iPhone. Harry Potter fans q

Stephanie Reeves Millner is a Global EVP at TP. She is based in Phoenix, Arizona, USA. It is worth noting from the start of this podcast episode that Stephanie is talking in a personal capacity in this interview. CX and

Andrew Hall is the founder and CEO of Ethenta. He is based in Portugal. The "DREAM" service from Ethenta is a strategic framework designed to help organizations transition from traditional hierarchies to intelligent, age

Nathan Muniz is the founder and owner of 247Secretary.com. The business is based in Florida, USA, but has contact center operations in the Philippines. Nathan talked to Mark Hillary from the floor of his contact center o

Gary Slade is the Chief Commerical Officer at TP EMEA. He has many years of BPO and CX experience and he previously led the UK/Ireland operation at TP as CEO. In this conversation with Mark Hillary, Gary is talking about

In this episode of CX Files, Peter Ryan speaks with Sarah Leff about Interact CC's expansion into South Africa's Eastern Cape, exploring why the region is emerging as a compelling alternative to traditional CX hubs like

Chris Chance is the Senior Vice President for East Africa at CCI Global. He is based between Kenya, Rwanda, and Ethiopia. CCI Global is headquartered in the UAR, but has extensive operations across Africa - they aim to b

Steve Sullivan is the founder of Channel Doctors. He is based in Bournemouth in the UK. Channel Doctors is a specialist advisory company focused on CX, contact centers, and especially issues such as data protection and G
Andrew Hall
Dept Head of Financial Mgt · Manitoba Adolescent Treatment Centre
1 appearance on this show
Michael Gray
Chief Strategy and Marketing Officer · Žižek and So On Podcast
1 appearance on this show
Paul Smith
secretary general at Botanic Gardens Conservation International · Royal College of Occupational Therapists
1 appearance on this show
Peter Ryan
host of the Ryan Research Podcast · Ryan Strategic Advisory
1 appearance on this show
David Powers
Contact Center Manager and Social Media Director · Rooter Hero Plumbing and Air
1 appearance on this show
Tugs Smith
ATAC Global CX
1 appearance on this show
David Rickard
Everest Group
2 appearances on this show
Sean Duncombe
Neuroframe
1 appearance on this show
Nathalie Siphengphet
NQX
1 appearance on this show
Jonas Berggren
Transcom
1 appearance on this show
Stephanie Reeves Millner
TP
1 appearance on this show
Gary Slade
TP
1 appearance on this show
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CX Files is hosted by Mark Hillary and Peter Ryan. The show is categorised under business (management) and has published 435 episodes.
CX Files has published 435 episodes.
CX Files regularly covers business, management. It sits in the business category, with a management focus.
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