CX Files

Mark Hillary and Peter Ryan
  • 4.3 (6)
  • 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. 12h ago

    David Rickard - Everest Group - Elevate Ethiopia

    David Rickard is a partner at Everest Group. He is based in the UK. David recently visited Ethiopia for the Elevate Africa event. In this conversation with Peter Ryan David gives his take on Ethiopia and Africa more generally for CX and BPO.  https://www.linkedin.com/in/dwrickard/ https://www.everestgrp.com/ https://www.weelevateafrica.org/ --- Africa has been talked about as "the next big thing" in outsourcing for at least two decades. South Africa became a serious global CX delivery location. Egypt built a powerful multilingual BPO proposition. Kenya, Ghana, Rwanda, and several other markets are now attracting attention as buyers look beyond the traditional offshore giants. But Ethiopia is starting to enter the conversation in a more serious way. In Episode 419 of CX Files, Peter Ryan interviewed David Rickard, a partner at Everest Group, shortly after David returned from the Elevate Africa conference in Ethiopia. The conversation was valuable because David was not offering a promotional pitch. As an analyst, his job is to look at both sides of the equation: the opportunity and the obstacles.

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

    12h ago ·  Bonus

    You Might Also Like: On Purpose with Jay Shetty

    Introducing Sara Al Madani: Stop Falling for “Potential” (Look for THIS Instead So You Don’t Waste Months on the Wrong Person) from On Purpose with Jay Shetty. Follow the show: On Purpose with Jay Shetty In this deeply honest conversation, Jay sits down with Sara Al Madani where she opens up about surviving toxic relationships, rebuilding her identity, and learning that love should never require abandoning yourself. Through pain, healing, and radical self-awareness, Sara shares how inner work became the foundation for every part of her life, from relationships to faith to self-love. Jay and Sara explore why we often confuse chemistry for compatibility, why we repeat familiar relationship patterns, and how healing starts the moment we stop blaming others and start taking responsibility for our choices. This episode is a reminder that love isn’t about chasing validation or fixing people, it’s about knowing yourself deeply enough to stop settling for less.  In this episode you'll learn: How to Stop Settling for Less How to Heal Before Dating Again How to Tell The Difference Between Want and Need  How to Break Toxic Relationship Patterns How to Choose Compatibility Over Chemistry How to Rebuild Self-Worth After Heartbreak How to Become the Love You Seek The moment you stop chasing validation, stop settling for breadcrumbs, and start choosing your peace, your life begins to change in ways you never imagined. Grab a copy of Sara’s book, Dear Narcissist: F*ck You, a bold, direct, and unfiltered guide to understanding narcissists in real life, just visit https://www.amazon.com/Dear-Narcissist-Spotting-Escaping-Narcissistic/dp/B0F54NB6LP  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 02:07 The One Question to Ask Before Dating 04:15 Are You Looking for Love or Filling a Void? 05:57 What Are Your Dating Non-Negotiables? 08:56 Chemistry Is Not the Same as Compatibility 12:01 What Does Inner Work Actually Look Like? 15:41 The First Step Toward Healing 19:25 How to Raise Your Relationship Standards 22:33 Don’t Ignore These Dating Deal-Breakers! 27:37 Knowing When It’s Time to Leave 31:32 The Cost of Staying in a Toxic Relationship 34:42 Finding the Courage to Walk Away 39:10 Healing Through Your Relationship with God 42:49 What to Do When Someone Suddenly Ghosts You 45:58 Stop Falling in Love with Potential 47:00 You Can’t Force Someone to Change 49:51 Stop Waiting for Someone to Become Better 53:05 Don’t Abandon Self-Love For a Relationship 57:58 Manifestation Starts with Surrender 58:54 Is There Truth to These Popular Love Clichés? 01:00:52 Forgiveness Is Essential For Healing 01:03:13 How to Rewire and Train Your Mind 01:05:28 Sara on Final Five Episode Resources: Website | https://saraalmadani.com/  Facebook | https://www.facebook.com/iamsaraalmadani/  Instagram | https://www.instagram.com/saraalmadani/  TikTok | https://www.tiktok.com/@saraalmadani  X | https://x.com/sara_almadani 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. May 28

    CXOutsourcers 2026 - Voices From The Conference

    The annual CXOutsourcers Mindshare event took place in Ottawa, Canada, earlier in May 2026 (May 18-20). Peter Ryan took a microphone onto the conference floor to capture ideas and comments from the delegates in Canada for this CX-focused event. https://cxoutsourcers.com/ In this episode of CX Files you will hear comments from: Sean Duncombe - COO, Neuroframe (USA) https://www.linkedin.com/in/seanduncombe/ Nathalie Siphengphet - CMO and VP Strategy, NQX (Canada) https://www.linkedin.com/in/nathaliesiphengphet/ Yanique Grant - Chief CX Specialist, ElevateCX (USA) https://www.linkedin.com/in/yaniquewagrantcx/ Seandette Wiltshire - Founder, The Contact Hub (Barbados) https://www.linkedin.com/in/seandette/ Dave Rumble - various roles including Director and Chair Maistro Group and board advisor to NDH Group (UK) https://www.linkedin.com/in/david-rumble-4a4a09b/ Krzysztof Herdzik - Co-founder and Chief Expert, Nalu Experts (Poland) https://www.linkedin.com/in/krzysztofherdzik/ Fauad Nasir - CEO and Founder, EmpireOne BPO (Canada) https://www.linkedin.com/in/fauad-nasir/ Anna Yotova - Head of Innovation and co-founder, CALLBOXS (Bulgaria) https://www.linkedin.com/in/anna-yotova-2471aa17b/ Veronica Richards - VP at WW Calls Canada (Canada) https://www.linkedin.com/in/veronica-richards-9b26969/ Faye Joubert - CRO, iTalk International (South Africa) https://www.linkedin.com/in/fayevaldajoubert/ Terez Rijkenberg - Executive Coach (UK) https://www.linkedin.com/in/terezrijkenberg/ Vinay Parmar - MD, Customer Whisperers (UK) https://www.linkedin.com/in/vinayparmar/   Note: the order listed here is the order the voices feature in the podcast - there is no secret formula about the order. It's the order in which Peter sent the audio files to Mark Hillary to be included in this episode.

    28 min

  4. May 21

    Jonas Berggren - Transcom - What Makes Customers Love A Brand?

    What makes a customer love a brand? It is a simple question, but it quickly becomes complicated. People often reach for the obvious examples. Apple customers lining up overnight for the latest iPhone. Harry Potter fans queuing in costume outside bookshops. Lego fans who pass their love of the brand from one generation to the next. Jonas Berggren, Chief Client Officer EMEA at Transcom, explores this question. What connects the best brands with customers and building a relationship that can last for many years? https://www.linkedin.com/in/jonasberggren2/ https://www.transcom.com/

    35 min

  5. May 14

    Stephanie Reeves Millner - Designing CX For Sales and Revenue

    Stephanie Reeves Millner is a Global EVP at TP. She is based in Phoenix, Arizona, USA. It is worth noting from the start of this podcast episode that Stephanie is talking in a personal capacity in this interview. CX and BPO processes are usually seen as a cost to most businesses. Stephanie argues that there are a number of strategies that can be used to drive up revenue, protect existing revenue, and increase customer loyalty. Applying all these strategies together can turn a CX cost center into a revenue generation center - moving from planning service to sales. In this conversation with Mark Hillary, Stephanie explains this service to sales concept. She also talks her her use of LinkedIn video to promote and share her own ideas - why is it so valuable to share raw and unfiltered content full of original ideas? https://www.linkedin.com/in/stephaniemillner/ https://www.tp.com/   Summary: Mark Hillary and Peter Ryan discuss the shift from viewing customer interactions as a cost to recognizing their revenue-generating potential. Stephanie Reeves Millner, a global EVP at TP, emphasizes the importance of human engagement in customer care, highlighting revenue protection, creation, trust, and loyalty. She advocates for a brand performance engine over a cost center, focusing on retention, repeat purchases, and lifetime value. Millner also discusses the role of AI in augmenting human decision-making and the need for agents to have autonomy in upselling. She shares her experience with videos on LinkedIn, which have gained traction and provided valuable insights to her audience.

    28 min

  6. May 7

    Andrew Hall - Ethenta - Enterprise Agentic AI Transformation

    Andrew Hall is the founder and CEO of Ethenta. He is based in Portugal. The "DREAM" service from Ethenta is a strategic framework designed to help organizations transition from traditional hierarchies to intelligent, agentic networks. It is aimed at enabling "+65% Productivity" through "Enterprise Agentic AI Transformation" Mark Hillary called Andrew to ask about Agentic AI and how a focus on AI across the organisation may have a profound impact on CX. https://www.linkedin.com/in/andrewghall/ http://ethenta.com/   Summary: Mark Hillary and Peter Ryan discuss the challenges in the CX industry, including increased airfare costs and the bankruptcy of Spirit Airlines. They introduce Andrew Hall, who has formed a new company, Ethenta, focused on agentic AI. Ethenta's "DREAM" methodology helps organizations reimagine their business processes by capturing and synthesizing data from various sources, including interviews and historical data. The tool provides a visualization of the enterprise's "corporate psyche," aiding in decision-making and root cause analysis. Andrew emphasizes the importance of intelligent people using AI to augment, not replace, human intelligence.

    40 min

  7. Apr 30

    Nathan Muniz - 247Secretary.com - Raw, unpolished BPO content outperforms glossy marketing

    Nathan Muniz is the founder and owner of 247Secretary.com. The business is based in Florida, USA, but has contact center operations in the Philippines. Nathan talked to Mark Hillary from the floor of his contact center on his approach to telling the world about his business. He walks the floor and talks to real people doing their job. No studio. No scripts. No "AI transformation" buzzwords. Just real agents, real calls, and real insight. And here's the uncomfortable truth: That raw, unfiltered content is doing more for his pipeline than most enterprise marketing teams with million-dollar budgets. Prospects are literally saying: "ChatGPT told us to talk to you." Let that sink in. While everyone else is using AI to churn out generic content, Nathan is using reality to train the AI engines. Authenticity is the key word here. Nathan lets people see his business up close and the online viewers love it, but the AI audience is even more important - because these AI tools are telling people about Nathan's business. https://247secretary.com/ https://www.linkedin.com/in/bdcoutsourcing/   Summary: Mark Hillary and Peter Ryan discuss Nathan Muniz's innovative marketing strategy for his BPO, 247Secretary.com, in the Philippines. Nathan's approach involves posting authentic, behind-the-scenes videos on LinkedIn, which has attracted clients through AI recommendations like ChatGPT. This transparency has led to significant engagement and new leads without traditional lead generation efforts. Nathan emphasizes the importance of showing legitimacy, especially for offshore BPOs, and highlights the value of original content over glossy marketing. He also notes the ongoing demand for human agents despite AI hype and advises businesses to be transparent about their operations to build trust and credibility.

    23 min

  8. Apr 23

    Gary Slade - TP - Why Stability Is the New Battleground in BPO

    Gary Slade is the Chief Commerical Officer at TP EMEA. He has many years of BPO and CX experience and he previously led the UK/Ireland operation at TP as CEO. In this conversation with Mark Hillary, Gary is talking about BPO stability and how this is becoming an important new measurement that companies need to focus on. If you are looking for a BPO partner then how do you know if they will still be around in 5 years? There is so much M&A activity, Private Equity takeovers, and BPOs that rely on a single client or geography... how can you be sure that you are choosing a reliable partner who can support your future growth plans? Is stability becoming the new BPO battleground? https://www.linkedin.com/in/garyslade1/ https://www.tp.com/ Summary: Mark Hillary and Peter Ryan discuss the importance of stability in Business Process Outsourcing (BPO) services, highlighting Gary Slade's (TP EMEA CCO) views on the shift from cost to reliability. They note the volatility in geopolitics and fuel crises, which emphasize the need for BPOs to be resilient and financially stable. Slade emphasizes the importance of geographic diversity, industry experience, and technological investment. He also discusses the impact of private equity on service quality and the need for total cost of ownership considerations. The conversation concludes with the importance of BPOs demonstrating long-term stability and adaptability to future disruptions.

    25 min
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4.3
out of 5
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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
    426
  • Rating
    Explicit
  • Copyright
    © (C) IT Decisions and Carnaby Content 2018-2026
  • Show Website
    CX Files

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