CX Files

Mark Hillary and Peter Ryan
  • 5.0 (3)
  • 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. 1D AGO

    Paul O'Hara - TP - AI Won't End BPO - It'll Supercharge It

    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 way. Mark even mentioned this conversation with Paul in a SubStack article he published earlier this week. https://www.linkedin.com/in/pauloharateleperformance/ https://customerthink.com/ai-wont-end-bpo-itll-supercharge-it/ https://www.tp.com/ https://markhillarysp.substack.com/p/ai-in-customer-service-isnt-about   Summary: Mark Hillary and Peter Ryan discuss the impact of AI on Business Process Outsourcing (BPO) with Paul O'Hara, EVP for Business Development at Teleperformance (TP). O'Hara argues that AI will enhance, rather than replace, BPO services. He emphasizes the importance of blending AI with human expertise to deliver smarter, scalable, and value-driven customer experiences. O'Hara highlights that BPOs, with their operational backbone and regulatory compliance, are better positioned to design and scale CX solutions. He predicts continued growth in the BPO industry, driven by automation and ethical outsourcing, and stresses the need for performance-based models over traditional metrics.

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

    1D AGO · BONUS

    You Might Also Like: On Purpose with Jay Shetty

    Introducing Neuroscientist Emily McDonald: #1 Science-Based Hack to Rewire Your Brain to ACTUALLY Manifest the Life You Want from On Purpose with Jay Shetty. Follow the show: On Purpose with Jay Shetty Do you believe the brain can be trained to manifest? Do you think it’s more about mindset or action? Today, Jay sits down with neuroscientist and creator Emily McDonald to explore how rewiring your brain can transform every area of your life. Emily shares how understanding the science behind your thoughts, emotions, and behaviors can help you break free from cycles of fear, self-doubt, and procrastination. She explains that the brain’s natural instinct is to keep you safe, not help you grow, which is why so many people feel stuck even when they’re trying to move forward. Through relatable examples and neuroscience-backed tools, Emily reveals how awareness, intention, and identity shifts can create real and lasting change. Jay and Emily dive into the psychology of motivation, discussing why we often delay the things we care about most and how “cheap dopamine” from social media and instant gratification keeps us from deeper fulfillment. Emily explains how to retrain your brain to crave long-term rewards, not quick hits of pleasure, and how to use self-compassion and small wins to build momentum. Together, she and Jay unpack the science of manifestation, why it’s not about wishing for things to happen but about wiring your brain to become a match for the life you want. In this interview, you'll learn: How to Rewire Your Brain for Change How to Break Free from Feeling Stuck How to Overcome Fear of Success How to Stop Relying on Cheap Dopamine How to Build Motivation Through Self-Reward How to Attract Healthy Love by Becoming a Match for It True transformation doesn’t happen overnight, it begins the moment you decide to understand yourself more deeply. When you learn how your mind works, you realize that every setback, fear, and doubt isn’t a failure, it’s simply your brain trying to protect you. With Love and Gratitude, Jay Shetty Join over 750,000 people to receive my most transformative wisdom directly in your inbox every single week with my free newsletter. Subscribe here.  Check out our Apple subscription to unlock bonus content of On Purpose! https://lnk.to/JayShettyPodcast  What We Discuss: 00:00 Intro 01:00 Relationships Begin with Intention 02:39 When Your Identity Keeps You Stuck 05:42 The Power of the Labels You Use 08:17 Are You Afraid of Being Seen? 10:08 Label the Fears Holding You Back 12:12 Play Out Every Fear to the End 13:48 Stop Chasing Cheap Dopamine! 17:31 3 Ways to Naturally Boost Dopamine 22:29 The Power of Having Something to Look Forward To 25:22 The Mindset Shift That Changes Everything 27:00 Why Desperation Blocks Success 31:29 Discovering Your Deepest Core Value 32:56 The Power of Understanding Your Own Brain 39:41 Surround Yourself with Expansive Minds 43:07 The 3-Step Science Backed Manifestation Tool 47:39 Do You Believe in Divine Timing? 49:09 Turning Jealousy into Inspiration 51:51 Worthiness Begins with Self-Love 56:13 How to Overcome Limiting Beliefs 01:02:14 What Are You Building Within Yourself? 01:04:19 Let Go of the Need for Approval 01:09:53 Love Finds You When You Least Expect It 01:15:51 Emily on Final Five Episode Resources: Emily McDonald | Website Emily McDonald | YouTube Emily McDonald | Instagram Emily McDonald | TikTok Emily McDonald | LinkedIn 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. OCT 30

    Elona Ymeri - Assist Digital - Albania & The Value Of Smaller BPO Locations

    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. https://www.linkedin.com/in/elonaymeri/ https://assistdigital.com/ ---- Summary: Mark Hillary and Peter Ryan introduce an interview with Elona Ymeri, the service delivery leader at Assist Digital in Tirana, Albania. Alona highlights Albania's mature BPO sector, employing nearly 30,000 people, and its strategic position as a nearshore option for European companies. She emphasizes Albania's cultural alignment, linguistic skills, and the country's investment in AI and digital transformation. Alona also discusses the shift towards intelligent operations, combining human talent with technology, and the importance of compliance and strategic partnerships in the future of BPO.

    32 min

  4. OCT 23

    Joanne Morrison - Outmarket - Modern Marketing For CX Brands

    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. https://www.linkedin.com/in/joanne-morrison-52299711/ https://www.outmarketbpo.com/ SUMMARY: Mark Hillary and Peter Ryan discuss the challenges and mistakes in BPO marketing with Joanne Morrison, founder of Outmarket. Joanne highlights underinvestment in marketing, with typical BPO budgets being a fraction of the 2-8% recommended for B2B services. She emphasizes the importance of diversifying marketing efforts and leveraging AI beyond content creation. Joanne also stresses the need for effective post-event follow-up and risk-taking to stand out in a competitive market. She advises using AI for backend tasks like coding and research to improve efficiency and differentiation.

    31 min

  5. OCT 16

    Miguel Familia - Wise BPO - A CX Visionary In the Dominican Republic

    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. https://www.linkedin.com/in/miguel-familia-b0b37812/ https://wisebp.com/ 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 BPO at 17 to establishing Wise BPO, emphasizing the importance of people over technology in customer service. He highlights the challenges of securing initial business deals and the success of engaging with new prospects. Miguel advises budding entrepreneurs to be genuine in their interactions.

    35 min

  6. OCT 9

    Discussion: CX In Georgia 🇬🇪

    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 multilingual CX, and how Georgia is attracting more digital and high-tech talent. Featured in the discussion: Elona Ymeri Service Delivery Manager, Assist Digital Tirana, Albania https://www.linkedin.com/in/elonaymeri/   Traci Freeman Managing Member, Believe Consulting Johannesburg, South Africa https://www.linkedin.com/in/tracifreeman/   Jasen Shirley Head of Customer Service and Sales, North America/Canada, SIXT Riverview, Florida, US https://www.linkedin.com/in/jasen-shirley-688a651b8/ ------------ https://www.investingeorgia.org/ https://www.linkedin.com/company/enterprisegeorgia/ https://www.enterprisegeorgia.gov.ge/ SUMMARY: Mark Hillary and Peter Ryan discuss a recent visit to Georgia sponsored by Enterprise Georgia, highlighting the country's potential as a CX and BPO destination. The trip involved 15 stakeholders, including Jason Shirley, Ilona, and Tracy Freeman, who all shared their impressions in the discussion. Key points include Georgia's cultural alignment with the West, fast internet, co-working spaces, and ease of business setup. The Government Services Center was praised for its efficiency and customer service. The discussion also touched on Georgia's multilingual workforce, advanced skills, and the potential for complex services. Comparisons with Jamaica and other established BPO destinations were made, emphasizing Georgia's readiness for higher-value outsourcing.

    37 min

  7. OCT 2

    Traci Freeman - Connecting Africa For Global Business Services

    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, and digital enablement while driving best practices and standards. Mark Hillary called Traci at her base in Johnannesburg, South Africa to talk about the work of the federation and the opportunities for CX and BPO across all of Africa. https://www.linkedin.com/in/tracifreeman/ https://www.linkedin.com/company/africa-gbs-federation/ https://africagbsfederation.org/ SUMMARY Mark Hillary and Peter Ryan discuss the Africa Federation of GBS Associations, an initiative led by  a team including Traci Freeman to promote Global Business Services (GBS), Business Process Outsourcing (BPO), and IT services across Africa. The federation aims to manage perceptions of Africa as a high-value destination, foster knowledge sharing, and support regional development. Key countries like Egypt and South Africa are leveraging their experience to help emerging markets like Kenya, Rwanda, and Ghana. The federation, launched in February 2024, includes members from various African countries and aims to host global community engagement events by 2026-2027.

    33 min

  8. SEP 25

    Kwame Agyei - Appoynt - From Accra with Service: How Ghana Is Powering SMB CX

    Kwame Agyei is the founder and CEO of Appoynt. He is based in London, UK with operations in Ghana. In this conversation with Peter Ryan, Kwame tells the story of how and why he founded Appoynt during the Covid pandemic and the opportunity for more businesses to work with partners in Ghana. https://www.linkedin.com/in/kwame-agyei-b3ab1333/ https://www.appoynt.co.uk/ --- SUMMARY Mark Hillary and Peter Ryan discuss the growth of BPO services in Ghana, highlighting Kwame Agyei's venture, Appoynt. Kwame, an accountant by background, founded Appoynt during the COVID-19 pandemic to leverage Ghana's talent and regional advantages. The company specializes in back-office support, accounts receivable, and customer support for SMBs in the US and UK. Kwame emphasizes the importance of understanding market capabilities and building trust through quality service. They also discuss the potential impact of proposed US legislation on offshoring and the emerging potential of Ghana as a BPO hub.

    26 min
See All (400)

Ratings & Reviews

5
out of 5
3 Ratings

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 - 2025
  • Episodes
    400
  • Rating
    Clean
  • Copyright
    © (C) IT Decisions and Carnaby Content 2018-2025
  • Show Website
    CX Files

You Might Also Like