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. 3 DAYS AGO

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

    3 DAYS AGO · BONUS

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

    Introducing "ChuckleHut 3000 On The Corner Of Butt And Ass" (w/ Sarah Sherman) from Las Culturistas with Matt Rogers and Bowen Yang. Follow the show: Las Culturistas with Matt Rogers and Bowen Yang There's a tonnage of laughter on this one as Sarah Sherman is back! Her special, Live + In The Flesh is streaming on HBO Max, so the child has popped by a get blackout drunk on about four sips of Martini and get through almost a whole a hand of topics. You will have several Big Osaka Laughs and be Sent Boots as a result of your listening experience.  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. 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

  4. 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

  5. 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

  6. 22 JAN

    CX Files 400 - Live in London

    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! https://www.linkedin.com/in/lian-rowlands-a26119/ https://www.linkedin.com/in/markhillary/ https://www.linkedin.com/in/peter-ryan-montreal/

    31 min

  7. 31/12/2025

    Happy New Year From The CX Files!

    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: Leo Ooms https://www.linkedin.com/in/leoooms/ Nathan Muniz https://www.linkedin.com/in/bdcoutsourcing/ Lian Rowlands https://www.linkedin.com/in/lian-rowlands-a26119/ Rod Jones https://www.linkedin.com/in/rodjonessouthafrica/ Paul O'Hara https://www.linkedin.com/in/pauloharateleperformance/ Michael Gray https://www.linkedin.com/in/michaelgray7/ Anna Bessarabova https://www.linkedin.com/in/anna-bessarabova/ Michael Clark https://www.linkedin.com/in/michaelclarkcx/ Mike Ortegon https://www.linkedin.com/in/mikeortegon/ Stephen Loynd https://www.linkedin.com/in/stephenloynd/ David Neale https://www.linkedin.com/in/david-neale-08b80011b/ Peter Ryan https://www.linkedin.com/in/peter-ryan-montreal/ Mark Hillary https://www.linkedin.com/in/markhillary/ ---- "All I Want for CX-mas (Is the Future)" Composed by Mark Hillary with Suno Verse 1 Snow's falling on the dashboards, Year-end reports are due, Another season of predictions, But nobody knows what's true. From São Paulo to Montreal, Different skies, same screen, Two voices cut through the noise, Talking 'bout what CX means. Pre-Chorus The year's been long, the change came fast, AI hype, then lessons learned, But now we're looking forward, To the value still to be earned. Chorus All I want for CX-mas is the future, Not the buzzwords, not the fear, Just better service, smarter choices, And a little more trust next year. From every brand to every customer, Let's build it human, let's build it right, All I want for CX-mas is the future, And the CX Files on a Wednesday night. Verse 2 Agents, bots, and blended teams, Journeys changing shape, Less about the tech itself, More about escape From broken processes, From friction no one sees, Designing moments that feel simple, Even when the systems aren't easy. Pre-Chorus We've learned that scale needs patience, And strategy beats speed, The future's not autonomous, Unless it serves a real human need. Chorus All I want for CX-mas is the future, Not another pilot that won't land, Just outcomes, empathy, and clarity, Finally working hand in hand. From every continent and culture, One community, one shared view, All I want for CX-mas is the future, And the CX Files guiding us through. Bridge From São Paulo sunshine, To Montreal snow, Two hosts, one question: "Where do we go?" Analysts, founders, leaders, friends, Four hundred stories, and still it never ends. No silver bullets, no easy claim, Just better questions changing the game. Final Chorus All I want for CX-mas is the future, Designed with care, not just code, Where trust is built in every interaction, And experience carries the load. So here's to 2026 and beyond, To curiosity, courage, and insight, All we want for CX-mas is the future, And the CX Files lighting the way each night. Outro So press play, pour a drink, Let the old year fade from view, The future of CX is being written— And it starts with me and you. 🎄✨

    16 min

  8. 11/12/2025

    CX Files 400 Live In London! Get Your Free Ticket Now!

    Celebrate CX Files Episode 400 — Join Mark Hillary and Peter Ryan Live in London for an Exclusive Networking Event! 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 celebrate the show's 400th episode! This informal evening brings together members of the global Customer Experience (CX) community for drinks, conversation, and connection. Mark will be flying in from São Paulo, Brazil, and Peter from Montreal, Canada — a rare chance to meet both hosts in person. They will also have copies of the CX Files book - to be launched at this event in London. During the event, Mark and Peter will record a short live segment for the 400th episode in front of the audience, marking this milestone moment in the CX Files journey. Tickets are free, but you do need to register so we can control the numbers. Click this link to register your place for this live CX Files event. https://cxfiles.eventbrite.com

    5 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
    411
  • Rating
    Explicit
  • Copyright
    © (C) IT Decisions and Carnaby Content 2018-2025
  • Show Website
    CX Files