CX Files

Mark Hillary and Peter Ryan
  • 0.0 (0)
  • MANAGEMENT
  • UPDATED WEEKLY

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.

  1. 17 HR AGO

    Chris Chance - CCI Global - Africa Rising For CX

    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 be the largest and most respected BPO in Africa through a combination of offering innovative services with a focus on impact sourcing and community uplift. In this conversation with Mark Hillary from his base in Ethiopia, Chris talks about the creation of the Outsourcing Alliance of Kenya (OAK) - what does it mean for the region that we are seeing stronger organization around promotion for CX and BPO? Beyond the new alliance, Chris talked about the increased development of services from Africa - with a new wave of countries even coming up close behind the ones he is working in. https://www.linkedin.com/in/chrischance/ https://cciglobal.com/ Reports mentioned in the podcast: https://www.linkedin.com/posts/david-rumble-4a4a09b_elevateafrica-gbs-globalbusinessservices-activity-7435711466642608128-owOl/ https://www.linkedin.com/posts/ethiopian-investment-holdings_elevateafrica2026-ethiopianinvestmentholdings-activity-7434521009770323969-LPhl/ https://www.storydoc.com/11ba14bd4fd414f857a280044f096bcc/800e1f-ee50-f41c-6572-bbe14876d62/691346c299a86062dbbd6c6c https://genesisgbs.com/2026-abridged-east-central-africa-gbs-benchmarking-market-report-download/   Summary: Mark Hillary and Peter Ryan discuss the emergence of Kenya and other African countries as significant players in the CX and BPO sectors. Chris Chance from CCI Global highlights the Outsourcing Alliance of Kenya (OAK), which aims to unify the industry and align with Kenya's 2030 vision. Kenya's BPO sector has grown 10% annually, generating $700 million in revenue and creating 40,000 jobs. Chance emphasizes the importance of leveraging local skills, such as Kenya's expertise in mobile money, and the shift towards value-led delivery models. The conversation also touches on the broader African market, including emerging and nascent markets, and the need for organized, accessible information about these opportunities.

    24 min
  2. You Might Also Like: On Purpose with Jay Shetty

    17 HR AGO ·  BONUS

    You Might Also Like: On Purpose with Jay Shetty

    Introducing NOAH KAHAN: Imposter Syndrome, Anxiety & The Pressure of Success (What He’s Never Shared Before) from On Purpose with Jay Shetty. Follow the show: On Purpose with Jay Shetty Jay sits down with singer-songwriter Noah Kahan to break down the pressure that comes after “making it” - the imposter syndrome, the constant comparison, and the fear of losing it all. Noah shares how music became his escape from anxiety growing up, what it felt like to finally land the record deal he dreamed of, and why success didn’t silence the doubt, it amplified it. Jay and Noah unpack the myth of the “tortured artist,” and the quiet fear that healing might take away what makes you creative. Noah opens up about his recent OCD diagnosis, how he let go of the belief that he had to suffer for his art, and what it took to find his voice again without relying on pain. Noah speaks candidly about his struggles with body dysmorphia and the unexpected therapy of creating his documentary. Together they explore what it means to find balance and to stop performing for the world so you can finally be seen by the people who matter most. In this episode, you'll learn: How to Stop Defining Your Worth by Your Work  How to Face Your Unseen Fears Through Therapy  How to Stay Present When Life Feels Overwhelming  How to Extract Lessons from Painful Feedback  How to Handle the Fear of Losing Your Success  How to Stay Grounded Between Praise and Criticism   How to Prioritize Your Time Over the Endless Grind Whether you are navigating a major life transition or simply trying to find your footing in a loud world, remember that your self-worth is not a mathematical equation based on your latest achievement. No one should have to navigate their mental health journey alone. Join Noah in the mission to prove that the more we share our stories, the more we empower others to do the same. Visit: https://www.busyheadproject.org/  With Love and Gratitude, Jay Shetty JAY’S DAILY WISDOM DELIVERED STRAIGHT TO YOUR INBOX Join 900,000+ readers discovering how small daily shifts create big life change with my free newsletter. Subscribe https://news.jayshetty.me/subscribe   Check out our Apple subscription to unlock bonus content of On Purpose! https://lnk.to/JayShettyPodcast  What We Discuss: 00:00 Intro 01:54 Seeing Yourself Through the Eyes of Others  04:39 The Childhood Memory That Defined My Career  05:42 Middle Child Energy and the Need to Be Heard  06:57 Music Was My Only Plan A  08:44 The Disconnect Between Fitting In and Being Genuine   11:09 Expressing Yourself Without Giving Yourself Away  14:05 Songwriting: The Constant Search for a Simpler Life  17:25 Every Creative Process Is Different  18:52 When What You Do Becomes Who You Are  24:07 The Power of Journaling Your Lessons  27:05 Does Healing Kill Creativity?  29:48 My Biggest Regret in Communicating with Family  32:43 The Vulnerability of Filming Your Private Life  36:32 Healing and Finding Peace as a Family  43:51 Has Success Made Mental Health Harder or Better?  46:19 The Honest Truth about Body Dysmorphia  52:09 Living and Dying by Your Own Honesty  57:40 The Difference Between Going to Therapy and Doing Therapy  01:00:24 Do You Secretly Find Comfort in Your Pain?  01:02:01 Re-evaluating What Truly Matters After Success  01:05:59 Finding the Strength to Believe in Yourself  01:11:04 Protecting Your Heart While Taking Criticism 01:14:06 Stability Rooted in Love and Marriage 01:20:48 Would You Rather? 01:22:55 Gut Reaction 01:25:46 Noah on Final Five   Episode Resources: Website | https://noahkahan.com/  YouTube | https://www.youtube.com/c/NoahKahan  Facebook | https://www.facebook.com/noahkahanmusic  Instagram | https://www.instagram.com/noahkahanmusic/  TikTok | https://www.tiktok.com/@noahkahanmusic  X | https://x.com/NoahKahan See omnystudio.com/listener for privacy information. DISCLAIMER: Please note, this is an independent podcast episode not affiliated with, endorsed by, or produced in conjunction with the host podcast feed or any of its media entities. The views and opinions expressed in this episode are solely those of the creators and guests. For any concerns, please reach out to team@podroll.fm.

  3. 2 APR

    Steve Sullivan - Channel Doctors - How Do We Manage Customer Rage?

    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 GDPR. Peter Ryan called Steve after seeing a LinkedIn post on managing customer rage. Are customers more angry today and how are companies dealing with it? How can it be managed in the contact center and how is it managed for customer service advisers who need to interact directly with customers - for example in retail? Is the increased rage linked to social media and what can companies do to serve customers more effectively when they are more and more angry? https://www.linkedin.com/in/steve-sullivan-3275391/ https://channeldoctors.co.uk/cx/ Summary: Mark Hillary and Peter Ryan discuss the growing phenomenon of customer rage, particularly post-pandemic, with Steve Sullivan from Channel Doctors. They highlight the impact of social media on customer behavior, the rise of anonymous abuse, and the need for better training and support for customer service agents. Sullivan notes that customer frustration has increased due to self-service failures and cultural disconnects. He emphasizes the importance of organizations addressing these issues to prevent attrition and improve customer experience. They also discuss the potential negative effects of AI-driven automation on customer interactions and the need for personalized AI assistants to mitigate customer rage.

    32 min

  4. 26 MAR

    Melanie Disse - Melanie Disse Consulting - Acting on Customer Feedback

    Melanie Disse is the Principal Consultant and Tech Adviser to Melanie Disse Consulting. Melanie Disse Consulting is a CX & VoC consulting firm helping businesses leverage CX as a key competitive differentiator to drive business performance through understanding customer experiences. Melanie is based in Auckland, New Zealand. In this conversation with Peter Ryan, Melanie outlines how companies can more effectively obtain feedback from customers and how to make use of this feedback. Most companies struggle to turn customer feedback into action and many are still relying on the surveys that customers hate completing.  Is there a better way to engage customers and get productive feedback? https://www.linkedin.com/in/melanie-disse/ https://www.melaniedisseconsulting.com/   Summary: Mark Hillary and Peter Ryan discuss the importance of leveraging customer insights to drive great customer experience (CX) with Melanie Disse, a consultant from New Zealand. Melanie highlights the need for organizations to move beyond just collecting feedback to actually acting on it. She identifies three stages: listen, analyze, and act, emphasizing the challenges in breaking down silos and using technology to unify data from various sources. Melanie also notes the global phenomenon of poor customer service and the necessity for organizations to implement feedback to improve CX.  They conclude by promoting the CX Outsourcers event in Ottawa, where Melanie will be speaking.

    29 min

  5. 19 MAR

    Gareth Bray - Premier CX - Why Customers Prefer WhatsApp

    Gareth Bray is Business Development Director and WhatsApp Guru at Premier CX. He is based in Odiham, Hampshire, UK. Over 100 billion WhatsApp messages are sent daily by users - that's more than a million messages on the platform every second. Between 1 to 3 billion of these daily messages is a customer talking to a business. Gareth was on the Meta team when they launched WhatsApp in Europe so he has a long background using this asynchronous messaging tool. In many global markets WhatsApp has entirely redefined customer service. In Brazil and India it can be used to locate local businesses and almost all businesses engage with customers using WhatsApp. It's not so prevalent in the US (although still over 100m users) or Europe, but should more companies be looking at this tool?  After all, as so many CX directors look to AI for a quick win, they could be exploring a tool that is used billions of times daily and offers a way to engage with customers that is much more convenient than webchat. It's also free for the customer and very low cost for the business. Mark Hillary called Gareth to explore WhatsApp and why more companies should be considering this messaging app. https://www.linkedin.com/in/gareth-bray-207105a/ https://www.premiercx.co.uk/ --- Summary: Mark Hillary and Peter Ryan discuss the rise of WhatsApp as a customer service channel, particularly in Brazil and India, with Gareth Bray from Premier CX. WhatsApp's asynchronous support allows for convenient customer interactions, improving efficiency and reducing costs by 85%. Bray highlights that 1 billion people weekly message businesses on WhatsApp, and the platform's user base in the US is growing rapidly. WhatsApp offers features like decision trees, video clips, and integration with CRM systems, enhancing customer experience and agent efficiency. The platform's automation and AI capabilities are also emphasized, with a focus on agentic AI that allows customers to accomplish tasks within a flow.

    29 min

  6. 12 MAR

    CCW Berlin 2026 - Feedback Direct From The Floor

    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? https://www.ccw.eu/en/ CCW conference delegates who spoke to Peter Ryan: Monika Röhr-Łukasik Axendi https://www.linkedin.com/in/monika-r%C3%B6hr-%C5%82ukasik-596b3932/   Humphrey Davies BPO Search  https://www.linkedin.com/in/humphrey-davis   Daniel Castilla Alliance BPO https://www.linkedin.com/in/daniel-castilla-328b0734/   Corina Amza Rockstart https://www.linkedin.com/in/corina-a-73650660/   Chrissie Porter CCMA https://www.linkedin.com/in/chrissie-spencer/   Simon Rainbow Pose CX https://www.linkedin.com/in/simon-rainbow-5197393/   -------- NOTE: this recording was made on the floor of the CCW conference so the sound quality is not the usual quality we would use on the podcast, but we live and learn about the best ways to report from events like this! Summary: Mark Hillary and Peter Ryan discuss the CCW Berlin 2026 show, highlighting the event's international reach and focus on AI. Peter interviewed a number of people on the floor of the conference.  Key points included the need for broader event content beyond AI, the importance of networking, and the challenge of differentiating AI solutions. Attendees appreciated the international networking opportunities but criticized the over-focus on AI. Simon emphasized the need for clear AI use cases to enhance agent and customer experiences. The event was praised for its networking potential and international representation.

    22 min

  7. 5 MAR

    Michel Stevens - CXM Academy - How Can We Improve CX Events?

    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 so repetitive? Why are they flooded with the same speakers talking about the same subjects? Why do events focus on getting 1,000 through the door rather than on high quality information? https://open.cxm.academy/ https://www.gocx.eu/en/ https://www.linkedin.com/in/michelstevens/ Summary: Mark Hillary and Peter Ryan discuss the state of CX industry events, highlighting concerns about repetitive content, lack of thought leadership, and the dominance of AI discussions. They introduce an interview with Michel Stevens, who criticizes the traditional conference model for its focus on scale over depth. Stevens advocates for smaller, more intimate events that prioritize interaction and curated content. He suggests that organizers should emphasize interaction, curate events carefully, and be honest about their business models. The conversation underscores the need for events to evolve to provide genuine value and meaningful connections.

    26 min

  8. 26 FEB

    Roger Barlow - LATAM Translations - AI Has Changed Translation Into Interpretation

    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 company that is entirely focused on translation. How has AI impacted translation and will we see a complete replacement of translation because AI can now do this work? The answer may be surprising. AI is getting better, but the reality is still that many humans don't understand each other so there are many subtle messages and meanings that may still require human attention. CX leaders considering a complete move to automated multilingual support may need to take these ideas on board - day-to-day basic services can be automated, but it's still not possible to achieve 100% accuracy using AI in translation or interpretation. https://www.linkedin.com/in/roger-barlow-87270991/ http://latamtran.com.br/en/   Summary: Mark Hillary and Peter Ryan discuss the impact of AI on translation services with Roger Barlow, who runs LATAM Translations in São Paulo. Barlow highlights that while AI can handle basic translations, it struggles with nuances and context, especially in complex documents like ESG reports. He notes that most of his work comes via email, and the pandemic led to a permanent shift to remote work - WFH is now normal. Barlow also mentions that AI is often used without permission, leading to errors. He predicts a potential pushback against AI-driven translation due to its limitations in conveying subtle meanings and maintaining document quality.

    23 min
See All (418)

About

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.

Information

  • Creator
    Mark Hillary and Peter Ryan
  • Years Active
    2018 - 2026
  • Episodes
    418
  • Rating
    Explicit
  • Copyright
    © (C) IT Decisions and Carnaby Content 2018-2026
  • Show Website
    CX Files