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.
Episodes
CCW 2026 took place at the end of February 2026 in Berlin. Peter Ryan was there on the conference floor. He took a microphone and tried to capture several comments and ideas from the delegates - what was the conference about and what were the key themes that people in CX are focused on in 2026?
CCW conference delegates who spoke to Peter Ryan:
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Michel Stevens is Course Director at the CXM Academy. He is also a managing partner at goCX. He is based in Antwerp, Belbium.
The CXM Academy aims to build training for the real world - interactive and culturally relevant.
In this conversation with Peter Ryan, Michel talks about CX events. Why are so many of them s...
Roger Barlow is Director of LATAM Translations. He is based in São Paulo, Brazil.
Roger is British and has lived in Brazil since 1998. Since 2001 he has focused on helping Brazilian companies engage with a global audience. This involves a significant amount of translation from and to Portuguese.
Multilingual CX is a subject we have often covered on CX Files so Mark decided to call up Roger because of his experience managing a comp...
Michael Gray is the Chief Strategy and Marketing Officer at Spacial Working. He is based in London, UK.
Spacial Working is focused on helping companies to create a flexible work environment that embraces both working from home and working in offices. The aim is to create a flexible arrangement that works well for the company and employees.
The media often reports that WFH is finished and most employees are heading back into offices...
Jacqui Turner founded the Turner Corner Leadership Academy. She is based at Great Malvern, which is close to Stratford-Upon-Avon in the UK.
The academy is focused on customer service training, leadership programmes and coaching interventions. Training followed by coaching with Jacqui's team has been proven to make training much more effective, in terms of staff productivity, performance and business results.
In this discussion with...
Rob Joubert is the founder and CEO of Boomerang BPO. He is based in Cape Town, South Africa.
2025 was the 20th anniversary year for Boomerang, so at the end of the year Peter Ryan called Rob to talk about BPO and CX trends and what it takes to build a successful BPO operation from the ground up.
20 years into the journey, what has Rob learned about what clients want from a BPO partner in the 2020s?
Last November, Leigh Hopwood, CEO of the CCMA (Contact Centre Management Association), was on the CX Files talking about the 25th anniversary of the European Contact Center and Customer Service Awards (ECCCSAs).
https://cxfiles.libsyn.com/cxfiles/leigh-hopwood-ccma-25-years-of-the-ecccsas
At those awards on November 25th 2025, The Best Customer Service Into Europe award was won (gold) by TUI working with Transcom.
This special live episode was recorded on January 21, 2026 live in London, UK. This is the 400th episode of the podcast.
Lian Rowlands quizzed Peter and Mark about the origin of CX Files and what they plan for the future of the podcast...
Thanks to everyone who attended the live event in London last night - it was great to see so many friends of the podcast out in person!
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:
...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 cel...
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.
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Paul Smith
Principal Consultant, Quinn Growth Advisers
Salt Lake City, Utah, USA
https://www.linkedin.com/in/swsalesexec/
https://quinngrowthadvisors.com/
David Rickard
P...
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 ...
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 tal...
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...
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-driv...
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 c...
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 ...
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.
This week we have a group of CX and BPO experts who recently visited Georgia. This nation of 3.6m people is positioned on the Black Sea, at the intersection of Europe and Asia, and is working hard to position itself as an attractive destination for CX and BPO sourcing.
Peter Ryan talked to people who travelled with him to visit Georgia this year to explore questions such as the ease of doing business there, the opportunity for mult...
Traci Freeman holds a number of roles, including as the managing member of Believe Consulting, but in this conversation we focused on her role as a partner of the Africa Federation of GBS Associations.
This federation is aimed at unlocking Africa's potential in the BPO, CX and ITO sectors. Enhancing Africa's standing as a hub for innovation, knowledge exchange, and technological advancement, promoting partnerships, youth employment...
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