300 episodes

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.

CX Files Mark Hillary and Peter Ryan

    • Business
    • 5.0 • 5 Ratings

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.

    Matt Kendall - BPO Bullhorn - A New Newsletter For The BPO & CX Community

    Matt Kendall - BPO Bullhorn - A New Newsletter For The BPO & CX Community

    Matt Kendall founded Cognitive Copy, a B2B copywriting and ghost-writing specialist. He is based in Madrid, Spain. He recently launched a newsletter focused only on the BPO and CX community called BPO Bullhorn... 
    Mark Hillary called Matt to talk about BPO Bullhorn and why newsletters are still a useful way to build a community.
    Matt also reminded Mark that he has been on the podcast back in 2021 - Mark forgot this during the introduction! Here is that earlier show...
    https://cxfiles.libsyn.com/cxfiles/2021-offshore-bpo-confidence-index-cognitive-copy-and-ryan-strategic-advisory
    Contact and Show Details:
    https://www.linkedin.com/in/cognitivematt/
    https://www.cognitivecopy.com/
    Sign up for the BPO Bullhorn newsletter here:
    https://www.cognitivecopy.com/newsletter
     

    • 40 min
    Dr Lollie Mancey - UCD Innovation Academy - Resilience And Work/Life Balance In The CX Workplace

    Dr Lollie Mancey - UCD Innovation Academy - Resilience And Work/Life Balance In The CX Workplace

    Dr Lollie Mancey is an anthropologist and AI ethicist based in Dublin, Ireland. She is the Programme Director for Innovation and Entrepreneurship (Digital tech and resilience) at the University College Dublin Innovation Academy.
    Lollie is focused on workplace performance and this includes how work/life balance should be managed and what causes anxiety and other issues that may damage work perforamnce, home life, or both. Lollie isn't focused specifically on CX, but her research covers workplaces that are similar to those we see in BPO and CX and her ideas in this conversation with Peter Ryan are valuable lessons on how to look after your people - if you don't then they will not be around for much longer.
    https://www.ucd.ie/
    https://www.ucd.ie/innovation/
    https://www.innovationacademy.ie/
    https://www.linkedin.com/in/drlollie/
     

    • 36 min
    Bruce Winder - The Future Opportunities And Challenges For CX In Retail

    Bruce Winder - The Future Opportunities And Challenges For CX In Retail

    Bruce Winder is the president at Bruce Winder Retail. He is a leading analyst focused on the retail sector, with a long history of senior management roles in the retail industry. Bruce is based in Toronto, Canada.
    Bruce talked to Peter Ryan about trends and challenges for CX in retail in the 2020s.
    https://www.linkedin.com/in/brucewindermba/
    www.brucewinder.com
     
     

    • 25 min
    Vaishali Dialani - Konabos - CX And Data-Driven Analytic Decisions

    Vaishali Dialani - Konabos - CX And Data-Driven Analytic Decisions

    Vaishali Dialani is a Senior CX Strategist at Konabos. She is based in Dubai, UAE.
    Vaishali is passionate about how data can be used to help both customers and brands by identifying preferences and trends. Peter Ryan called Vaishali to talk about making better business decisions by using data-driven analytics.
    https://www.linkedin.com/in/vaishalidialani/
    https://konabos.com/

    • 22 min
    Rob Dwyer - Happitu - What Can We Learn From CX Podcasting?

    Rob Dwyer - Happitu - What Can We Learn From CX Podcasting?

    Rob Dwyer is the VP of Customer Engagement at Happitu. He is based in Wichita, Kansas.
    Rob also hosts the Next In Queue podcast - another CX-focused podcast. Peter Ryan called Rob to talk about CX lessons from his main day job, but also what he learns from talking to CX leaders across the world on his podcast.
    https://www.linkedin.com/in/j-robert-dwyer/
    https://happitu.com/
    https://podcasts.apple.com/us/podcast/next-in-queue/id1586211868
    https://happitu.com/learn/podcast
     

    • 31 min
    BONUS - Sensée Buys The Contact Company ... CX Files talks to both CEOs

    BONUS - Sensée Buys The Contact Company ... CX Files talks to both CEOs

    On February 5, 2024, British contact centre company The Contact Company (TCC) was put into adminstration. Struggling to recover from a cyber attack in 2022, the previously successful company found itself in the red.
    On February 7, 2024, the UK media - starting with the Liverpool Echo - explained that the assets and business of TCC had all been sold to the British work-from-home specialist Sensée by the finance company FRP Advisory - the company called in to save the business.
    Mark Hillary spoke to Steve Mosser, the group CEO at Sensée and Asif Hamid, CEO at TCC on a call together in Liverpool just after concluding the deal and even before a press release had been released - the press release went out on Feb 8.
    This CX Files is a recording of that call - immediate reaction to the deal from both CEOs.
     
    https://www.liverpoolecho.co.uk/news/liverpool-news/nearly-1000-jobs-saved-call-28586234
    https://sensee.co.uk/
    https://thecontactcompany.co.uk/
    https://www.linkedin.com/in/asif-hamid-mbe-aa37723/
    https://www.linkedin.com/in/steve-mosser-77136712/

    • 15 min

Customer Reviews

5.0 out of 5
5 Ratings

5 Ratings

Adarcus ,

CX treasure trove!! 🧠

Mark Hillary and Peter Ryan, along with their incredible guests talk about all things CX, not only providing insight we wouldn't have otherwise but also giving business owners the tools they need to level up their CX experience. The best part is it all comes from truly engaging individuals that know the industry inside and out. Thanks so much for putting out such a spectacular show Mark

cyandune ,

Love this podcast!

One of the best CX podcasts, great insight and a must if you are seeking knowledge in the CX space

Mosscatski ,

Insightful commentary on the discipline of Customer Experience

Mark is a well known analyst, published author, and thought leader who talks about many things, but his focus is on how organizations can deliver a superior customer experiience at every stage of the customer lifecycle.
Every week he speaks with a diferent industry colleague and uncovers new approaches to consistent issues that bedevil every consumer, every service provider, and every product vendor.

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