CX Files

Mark Hillary and Peter Ryan
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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. 1 DAY AGO

    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
  2. You Might Also Like: Las Culturistas with Matt Rogers and Bowen Yang

    1 DAY AGO · BONUS

    You Might Also Like: Las Culturistas with Matt Rogers and Bowen Yang

    Introducing "Shivery Delicious" (w/ Nicole Kidman) from Las Culturistas with Matt Rogers and Bowen Yang. Follow the show: Las Culturistas with Matt Rogers and Bowen Yang Readers, Kayteighs, Publicists, Finalists, and Kyles — what better way to celebrate the 10th anniversary of CULTURE with the one and only Nicole Kidman! From penguins in Antarctica to “Heartbreak feels good in a place like this” — the three get into IT. Matt and Bowen chat with Nicole on yearning, her favorite collaborators like Baz Luhrmann, the MET Gala, cruise love, her most iconic roles, including her iconic Chanel No. 5 ad. Get into it HONEY on this episode of Las Culturistas! 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. 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

  4. 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

  5. 19 FEB

    Michael Gray - Spacial Working - Hybrid Work Is Here to Stay

    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, but the reality is quite different. There is less WFH than during the pandemic period, but it has plateaued and is not dropping much further - so there is much more flexibility today compared to 2019. But many companies still struggle to make it work well so what does Michael advise? https://spacialworking.com/ https://www.linkedin.com/in/michaelgray7/   Summary: In this CX Files episode, Mark Hillary speaks with Michael Gray, Chief Strategy Officer at Spacial Working, about what the pandemic really changed — and what it didn't — in customer experience operations. Gray explains that work-from-home in the contact center industry is not a temporary COVID experiment but part of a much longer evolution enabled by technology and workforce expectations. While some executives continue pushing return-to-office mandates, the evidence shows the future is hybrid: organizations must redesign recruitment, training, management, and performance measurement rather than simply sending agents home with laptops. Flexible working can improve retention and productivity, particularly for parents, carers, and geographically distant employees, but only if supported by proper monitoring, communication structures, and culture. The real challenge for CX leaders is no longer deciding whether remote work works — it is learning how to operationally manage a permanent hybrid workforce. Disclosure: Mark Hillary is a research adviser to Spacial Working

    29 min

  6. 12 FEB

    Jacqui Turner - Turner Corner - CX For Vulnerable Customers

    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 Peter Ryan, Jacqui talks about vulnerable customers. How do businesses define their vulnerable customers and how can they design CX that works better for customers with special needs or the need for greater consideration? Vulnerability in CX design is often overlooked, but it is essential and for many types of regulated business this is mandatory. https://www.linkedin.com/in/jacqueline-turner-leadership-trainer/ https://turnercorner.co.uk/   SUMMARY: Peter introduces Jacqui Turner, who emphasizes the importance of understanding and addressing vulnerabilities in customer service. Jacqui highlights that vulnerability can manifest in various forms, including age, health issues, financial struggles, and digital illiteracy. She stresses the need for organizations to have policies and training for handling vulnerable customers across different communication channels. Jacqui also advocates for AI technology to be designed with vulnerability in mind to maintain accessible communication.

    36 min

  7. 5 FEB

    Rob Joubert - Boomerang BPO - Building CX Success Over 20 Years

    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?  https://www.linkedin.com/in/robert-joubert-89176011/ https://boomerangbpo.com/

    26 min

  8. 29 JAN

    TUI & Transcom On Building A Best In Europe Partnership

    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. https://ecccsa.com/2025-winners/ Peter Ryan recently called Leo Ooms (TUI) and Dario Bakovic (Transcom) to talk about the award and what it takes to build a BPO partnership that can win a prestigious 'Best in Europe' award... --- Leo Ooms Head of Customer Services BPO TUI Group https://www.linkedin.com/in/leoooms/ https://www.tui.com/   Dario Bakovic Head of Global Accounts EMEA at Transcom https://www.linkedin.com/in/dario-bakovic/ https://transcom.com/

    39 min
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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
    414
  • Rating
    Clean
  • Copyright
    © (C) IT Decisions and Carnaby Content 2018-2026
  • Show Website
    CX Files

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