CX Files

Mark Hillary and Peter Ryan

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. You Might Also Like: On Purpose with Jay Shetty

    16H AGO · BONUS

    You Might Also Like: On Purpose with Jay Shetty

    Introducing MALALA: The Story The World Hasn’t Heard Until Now from On Purpose with Jay Shetty. Follow the show: On Purpose with Jay Shetty Today, Jay sits down with Malala Yousafzai to uncover the woman behind the global symbol of courage and education. From the very start, Jay sets the tone with an intention rooted in empathy, to help people not just know Malala, but understand her. Together, they revisit her extraordinary journey, from growing up in Pakistan’s Swat Valley under Taliban rule to surviving an assassination attempt at fifteen. Malala shares what it was like to wake up in a hospital far from home, and how she slowly began to realize that the world had already decided who she was before she could decide for herself. As the conversation unfolds, Malala opens up about the emotional aftermath of her survival, the years spent trying to live up to the image of bravery the world created for her while quietly struggling with fear, trauma, and loneliness. She reflects on how therapy helped her begin to process the pain she had long suppressed, and how rediscovering humor, friendship, and love became essential parts of her healing. Malala also talks about her marriage, her insecurities after the attack, and the importance of learning to love herself before fully believing that someone else could. Her honesty reveals a side rarely seen, that even those who inspire millions still wrestle with doubt and self-acceptance. Malala and Jay explore what courage truly means, not as a public act of heroism, but as a quiet, daily choice to keep going. She reflects on her mission to ensure education for every girl, the ongoing fight for women’s rights in Afghanistan, and how real change begins with local voices and global solidarity. Through her words, Malala reminds us that strength and softness can coexist, that healing is never linear, and that every person has the power to turn pain into purpose. In this interview, you'll learn: How to Stay Brave When You’re Afraid How to Heal From Trauma With Time and Therapy How to Find Yourself Beyond What the World Expects How to Rebuild Confidence After Losing It How to Create Change Through Education How to Love Yourself After Feeling Unworthy How to Redefine Courage in Everyday Life How to Keep Hope Alive in Dark Times How to Be the Voice for Those Who Can’t Speak No matter what you’ve been through, your story isn’t over, it’s still being written every single day. Healing doesn’t happen all at once, and courage isn’t about never breaking down; it’s about finding the strength to rise again, even when you feel unsure. 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 10:03 The Life Others Tried to Define for You 12:38 Winning the Nobel Peace Prize at 15 16:20 School as a Sanctuary for Children 21:00 When Education Becomes a Privilege 24:42 The Power of Having Someone Stand Up for You 25:45 Why Women Deserve Equal Opportunities to Thrive 27:52 Living Through the Violence of the Taliban 32:33 What Sparked the Activist Within 34:00 Choosing Courage Over Silence 37:25 Surviving the Taliban Attack 45:20 Fighting for Every Girl’s Right to Learn 48:45 When Trauma Returns Years Later 52:49 The Weight of Being a Symbol of Hope 55:45 Healing from Grief One Step at a Time 58:42 The Life-Changing Power of Therapy 01:03:36 Finding Real Friendship and Belonging 01:05:49 Becoming the Unexpected Relationship Guru 01:09:39 Learning to Love and Be Loved 01:20:50 Investing in the Future of Girls’ Education 01:23:39 Changing the Narrative for Equality 01:27:10 Empowering the Next Generation of Women 01:29:10 Thirteen Years After the Attack 01:31:50 The Heart of True Activism 01:34:30 Building Schools That Transform Lives 01:39:41 Malala on Final Five       01:49:45 Child Marriages Should Stop Episode Resources: Malala Yousafzai | Website Malala Yousafzai | Instagram Malala Yousafzai | Facebook Malala Yousafzai | TikTok Malala Yousafzai | YouTube Malala Yousafzai | X 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.

  2. 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
  3. 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
  4. SEP 18

    Enea Dervishi - Simetrix Solutions - Is The Albania BPO Wave About To Break?

    Enea Dervishi is the Operations Director at Simetrix Solutions. He is based in Durres, Albania. Last month, Enea published an article in Customer Think titled "From Beaches To Business: Is Albania's BPO Wave About To Break?" The article kicked off a fevered discussion on LinkedIn because it did not focus on the usual BPO regional comparisons - how many airports, graduates etc... it directly compared the BPO possibilities in Albania with much larger and established destinations such as South Africa and India. Albania is on track to join the EU soon and although it is in Europe, companies there can compete with many regions that are much further away. Is it a hidden gem for European nearshoring? Mark Hillary and Peter Ryan discuss this and then Mark speaks with Enea in the interview. https://www.linkedin.com/in/edervishi/ https://simetrix-solutions.com/ https://customerthink.com/from-beaches-to-business-why-albanias-bpo-wave-is-about-to-break/ SUMMARY Mark Hillary and Peter Ryan discuss the emerging CX delivery destination of Albania, highlighting its potential to compete with established BPO hubs like South Africa and the Philippines. Enea Dervishi, Director of Operations at Simetrix in Albania, notes the country's 20-year experience in BPO, multilingual capabilities, and cultural alignment with Western markets. Albania's proximity to Europe and its agile, personalized service are key attractions. Dervishi emphasizes the need for coordinated promotion and plans to expand Albania's presence in both the US and Europe, targeting American companies unfamiliar with Albania's BPO capabilities.

    16 min
  5. SEP 11

    David Powers - Rooter Hero - The Three-Faced AI God In CX

    David Powers is the VP of CX at Rooter Hero. He is based in Los Angeles, CA. David is also a published author and the host of the CX Riot Radio podcast.  This conversation between Mark Hillary and David came about because of a recent CX Riot Radio epsisode titled 'The Three-Faced AI God' where David talked about his experience of using AI in the contact center. David's experience shows that AI has genuine value, but there is a big difference between the genuine application of AI to improve CX and what is promised by many commentators and "AI gurus." David is both a CX leader and manager, in addition to his role commenting on the industry, therefore his direct experience with AI in the contact center provides a helpful comment on what is working, what is not, and what CX leaders can do to get the most from their AI strategy. https://linktr.ee/caffcx https://rooterhero.com/ https://www.linkedin.com/in/davidjpowers2/ SUMMARY Mark Hillary and Peter Ryan discuss the pragmatic views of David Powers, VP of CX at Rooter Hero, on AI in customer experience (CX). Powers critiques the over-reliance on AI, which often frustrates customers and agents, and emphasizes practical AI use cases like agent assist tools and automated summaries. He highlights the importance of transparency and maintaining human interaction in CX. Despite AI's potential, many projects fail to generate ROI, with research suggesting that 95% are not creating value. Powers advocates for a balanced approach, using AI to enhance agent performance rather than replacing human agents, and stresses the need for common sense in AI implementation.

    27 min
4.3
out of 5
6 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.