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. 1d ago

    Simma Kularatna - Interact - LinkedIn Has Lost the Plot - Can the CX Community Fix It?

    LinkedIn Has Lost the Plot — Can the CX Community Fix It? LinkedIn was once the essential networking platform for business professionals, but today it can feel overwhelmed by sponsored posts, algorithmic recommendations, automated sales messages and bland AI-generated content. Even genuine attempts to connect and start conversations are increasingly met with silence or suspicion. Peter Ryan talks to Simma Kularatna, Head of New Business at Interact Contact Centres, about why LinkedIn has become so difficult to navigate and whether it can still deliver value for the CX community. Drawing on her experience of spending several hours each day using the platform, Simma explores how professionals can rebuild trust, create more authentic content and turn passive connections into meaningful business relationships. https://www.linkedin.com/in/skularatna/ https://interactcc.com/ Summary: Mark Hillary and Peter Ryan discuss the relevance and challenges of LinkedIn for the CX community. They reflect on the platform's evolution, noting an increase in AI-generated content and sponsored posts, which dilutes the quality of engagement. Simma Kularatna, from Interact Contact Centres, joins to discuss the decline in genuine connections and relationships on LinkedIn. She emphasizes the need to rebuild trust and engage authentically, suggesting proactive commenting and creating a dedicated CX leaders page. They agree on the importance of LinkedIn for professional networking and advocate for a return to its original purpose of building meaningful business relationships.

  2. 1d ago ·  Bonus

    You Might Also Like: On Purpose with Jay Shetty

    Introducing CAMILA MENDES: "Perfectionism Was Ruining My Life" from On Purpose with Jay Shetty. Follow the show: On Purpose with Jay Shetty Actress and producer Camila Mendes joins Jay for an honest conversation about the hidden cost of perfectionism, the pressure behind success, and what it took to finally choose herself. Camila opens up about the breaking point that forced her to confront old wounds, heal her relationship with food, reconnect with her Brazilian identity, and redefine what spirituality, self-worth, and love really mean. Together, they explore why chasing perfection often leaves us feeling empty, how slowing down can become the greatest act of self-respect, and why true confidence isn't about having everything figured out, but about accepting yourself exactly as you are. With Love and Gratitude, Jay Shetty A State Farm agent can help you choose the coverage you need. Like a good neighbor, State Farm is there. Visit: https://www.statefarm.com/  Head to https://wayfair.com right now to shop all things home and get your space ready for less. On Purpose is now Netflix and Spotify exclusive  http://www.netflix.com/onpurposewithjayshetty  https://open.spotify.com/show/5EqqB52m2bsr4k1Ii7sStc?si=33f7898fb334437c 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: 00:00:00 Intro 00:01:17 What Excites You Most Right Now? 00:01:57 Designing a Home That Feels Like You 00:03:32 The Challenge of Balance 00:05:26 Living One Day at a Time 00:07:24 The Importance of Learning Your Limits 00:10:09 Why Saying "No" Feels So Hard 00:15:08 Revisiting an Old Wound 00:19:56 Holding Two Truths at Once 00:21:10 Growing Up Between Cultures 00:23:12 Returning to Your Roots 00:24:41 Finding Spirituality Later in Life 00:29:44 The Power of Questioning Your Beliefs 00:31:11 Growing Up Without Stability 00:34:37 The Freedom of Imperfection 00:36:27 The Anxiety No One Could See 00:40:03 When You Have to Numb Out 00:41:45 Living With Your Own Worst Critic 00:44:35 Healing Your Relationship with Food 00:46:14 Recovering from an Eating Disorder 00:48:07 Getting Honest About Body Image 00:50:26 The Moment Self-Worth Starts to Crack 00:51:04 Meeting Rudy: The Turning Point 00:54:27 The Work of Becoming Your Best Self 00:57:30 Why You Have to Heal Before You Love Again 01:00:18 Choosing Love in the Hardest Moments 01:04:53 The Problem With One-Sided Love 01:08:20 The Proposal 01:13:08 When You're Aligned, Doors Open 01:14:54 Protecting Your Peace at Work 01:17:09 Camila on Final Five Episode Resources: Instagram | https://www.instagram.com/camimendes  TikTok | https://www.tiktok.com/@camimendes  Learn more about your ad choices. Visit podcastchoices.com/adchoices 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.

    You Might Also Like: On Purpose with Jay Shetty

  3. Jul 23

    Jim Farnsworth - HiOctayne - Restoring Investor Confidence In BPO

    Jim Farnsworth is Founder and CEO of HiOctayne. He is based in Denver, Colorado. Jim has a long history as a senior leader within and advisor to multiple BPOs and CX experts. He is therefore well placed to comment on why the publicly traded BPOs have seen their share price collapse - and what can these companies do to recover? Publicly traded BPO and CX companies have faced a dramatic collapse in investor confidence over the past few years. Mark Hillary and Peter Ryan open this episode by exploring how AI disruption, falling valuations, short sellers, and weak industry storytelling have allowed analysts and investors to define the future of the sector. Peter then speaks with Jim Farnsworth, founder and CEO of HiOctayne, about why the market increasingly views traditional BPO companies as vulnerable labor-arbitrage businesses rather than growth companies. Jim argues that BPOs need to stop positioning themselves as technology companies and instead demonstrate how they can deliver customer outcomes through a blend of AI, automation, analytics, and human expertise. The conversation also explores whether privately owned firms have an advantage over publicly traded businesses because they can plan beyond the pressure of quarterly results. https://www.linkedin.com/in/jifarnsworth/ https://www.linkedin.com/company/hioctayne/ Summary: Mark Hillary and Peter Ryan discuss the challenges faced by publicly traded BPOs, noting significant losses and declining share prices over the past few years. They highlight the impact of AI on the industry, with companies like Klarna announcing major workforce reductions, leading to a negative narrative. Jim Farnsworth, a BPO industry expert, emphasizes the need for BPOs to redefine themselves as hybrid entities combining human and AI capabilities. He suggests that private equity-owned BPOs may have an advantage due to less pressure from quarterly market expectations and more strategic flexibility. The conversation underscores the importance of storytelling and strategic positioning in the evolving CX landscape.

  4. Jul 22

    BONUS: Mark Hillary - If AI Can't See You, Buyers Won't Either: The New Rules of B2B Sales

    If AI Can't See You, Buyers Won't Either: The New Rules of B2B Sales In this special bonus episode of CX Files, Peter Ryan turns the microphone on his co-host Mark Hillary to discuss Mark's latest book, If AI Can't See You, You Don't Exist: How B2B Sales Changed Forever. Mark explains how AI platforms such as ChatGPT, Gemini, and Claude are transforming the earliest stages of the buying journey. Potential clients are now using AI to define their problems, compare solutions, investigate suppliers, and create shortlists—often before a salesperson knows that an opportunity exists. The central message is that content can no longer be treated as a minor marketing activity. Original articles, interviews, podcasts, case studies, and executive insights have become part of a company's sales infrastructure: the public evidence AI systems use when deciding which businesses to recommend. Mark and Peter also explore why generic, automatically generated content is unlikely to build authority, why valuable material must be publicly accessible rather than hidden behind paywalls, and why podcasts and videos should be supported by transcripts that AI platforms can read. Mark shares a striking example of ChatGPT recommending an earlier CX Files interview when asked about the impact of AI on contact centres—demonstrating how credible expert conversations can directly influence AI-generated answers. The episode offers a practical introduction to the book's central warning: companies that fail to make their genuine expertise visible may disappear from the buyer's consideration before the formal sales process has even begun. --- https://www.linkedin.com/in/markhillary/ https://www.carnabysp.com/ https://www.amazon.com/Cant-See-You-Dont-Exist-ebook/dp/B0H4M7F44P --- Send Mark Hillary a direct message on LinkedIn with your email address if you want to receive a free PDF copy of the book - or feel free to go and order a copy via Amazon if you prefer a "real" book. --- Summary: Peter Ryan and Mark Hillary discuss Mark's new book, "If AI Can't See You, You Don't Exist," which explores the transformative impact of AI on sales and marketing, particularly in BPOs. Mark highlights how AI tools like ChatGPT, Gemini, and Claude are changing client behavior, emphasizing the need for high-quality content to engage AI systems. Peter shares examples of using AI for event planning and content accessibility. They stress the importance of visibility in AI-driven marketing and offer listeners a free PDF of Mark's book upon request. The conversation underscores the evolving landscape of sales and marketing strategies influenced by AI.

  5. Jul 16

    Jessica Pleffken and Ana Marvulle - P&M Marketing - No One Outsources to a Company They've Never Heard Of

    Jessica Pleffken is the founder and CEO of Pleffken & Marvulle Marketing. Ana Marvulle is co-founder and managing partner. Jessica and Ana both have a long history working inside CX and BPO companies and now their specialist marketing company advises companies working in the CX environment. Both Jessica and Ana are based in São Paulo, Brazil. Jessica and Ana explain why the traditional separation between marketing and sales no longer works. BPO buyers now conduct extensive research before contacting a provider, using LinkedIn, client referrals and AI platforms such as ChatGPT, Claude and Perplexity to compare companies and build shortlists. Marketing must therefore do more than generate leads: it must establish trust, demonstrate operational capability and ensure that the company presents a clear, consistent and credible story across its website, content, sales materials and public reputation. The conversation explores how sales, marketing and operations can work as a single growth system with shared priorities and metrics. Jessica and Ana also argue that BPO companies need stronger client advocacy, genuine case studies and evidence of results rather than generic claims. Their final advice is simple: write for customers rather than industry peers, avoid unnecessary jargon and explain clearly what the company actually does. In an AI-driven buying environment, the providers that communicate with the greatest clarity and credibility will be the easiest to discover - and the easiest to trust. https://www.linkedin.com/in/jessicapleffken/ https://www.linkedin.com/in/ana-carvalhom/ https://www.linkedin.com/company/pleffken-marvulle-marketing-bpo https://www.linkedin.com/pulse/one-outsources-company-theyve-never-heard-jessica-pleffken-hosti-1na9f/ WhatsApp Summary: Mark Hillary and Peter Ryan discuss the evolving landscape of customer experience (CX) and marketing in the business process outsourcing (BPO) industry. They highlight the importance of integrating marketing and sales due to changes in client behavior, particularly the increased use of AI for shortlisting BPOs. Jessica Pleffken and Anna Marvulle from P&M Marketing in São Paulo emphasize the need for a unified growth system, shared metrics, and simple, clear communication to build trust and credibility. They stress the importance of aligning marketing and sales strategies, understanding client needs, and maintaining consistent messaging to enhance brand reputation and client acquisition.

  6. Jul 9

    Tugs and Adrian Smith - ATAC Global CX - Proof, Not Promises: Certifying the Remote Contact Center Agent

    Peter Ryan speaks with Tugs Smith and Adrian Smith, co-founders of ATAC Global CX in Oshawa, Ontario, about the launch of the Certified Remote Service Agent certification. The discussion explores why remote contact center work now needs a trusted global standard, how agents can prove they are ready to handle real customer interactions from home, and why resumes and interviews are no longer enough. Tugs and Adrian explain how the CRSA combines written assessment, live call simulation, and blockchain verification to create a portable credential for work-from-home CX professionals. They also discuss how certification can help agents stand out, reduce hiring risk for employers, and give BPOs a stronger signal of quality when competing for new business. https://www.linkedin.com/in/tugssmith/ https://www.linkedin.com/in/adriansmith-atac/ https://atacglobalcx.com/ Summary: Mark Hillary and Peter Ryan discuss the CRSA (Certified Remote Service Agent) program developed by Tugs and Adrian Smith of ATAC, a work-from-home company in Canada. The CRSA is a blockchain-verified accreditation for remote customer service agents, ensuring they can handle complex interactions effectively. The program includes a written assessment and a live voice call simulation, evaluating agents on professionalism, communication, CX operations, technology, health and safety, and compliance. The dynamic and randomized nature of the evaluation ensures agents are tested on their real-time problem-solving skills. The CRSA aims to improve service standards and reduce hiring risks, benefiting both businesses and agents.

  7. Jul 2

    Muhammad Yahya Patel - Huntress - Cybersecurity Is Now a CX Problem

    Your contact center may be one of the most valuable targets in the enterprise supply chain. Peter Ryan speaks with Muhammad Yahya Patel, Cybersecurity Advisor at Huntress, about why cybersecurity has become a critical issue for CX leaders, contact centers, and BPO providers. He is based in Blackburn in the UK. Muhammad Yahya Patel explains why CX operations are attractive targets for cybercriminals, how outsourcers can become vulnerable points in the enterprise supply chain, and why customer data makes these environments so valuable to attackers. The conversation explores identity as the new security perimeter, the risks of underinvestment, the difference between compliance and genuine cyber resilience, and why CX organizations need proactive partners rather than just more tools. This episode is a timely reminder that cybersecurity is no longer just an IT concern. It is now central to customer trust, operational resilience, and the future of CX delivery. https://www.linkedin.com/in/mypi/ https://www.huntress.com/ Summary: Mark Hillary and Peter Ryan discuss the importance of cybersecurity in CX delivery, highlighting the vulnerabilities of CX operations within the supply chain. They reference a report by IBM, noting the average cost of a cyber attack cleanup is $5 million, which can be catastrophic for small and medium-sized businesses. Muhammad Yahya Patel from Huntress Labs emphasizes the need for proactive cybersecurity measures, advocating for partnerships that provide tailored solutions rather than just tool purchases. Patel also stresses the importance of continuous cyber resilience and compliance with evolving regulations. The conversation underscores the critical role of cybersecurity in maintaining business continuity and reputation.

  8. Jun 25

    Donald Berryman - ProfectusCX - The Future For The Enterprise-BPO Relationship

    Donald Berryman is the Founder & Managing Director at ProfectusCX. He is based in Florida, USA. Don writes a LinkedIn newsletter called The CX Advisor Perspective. He recently published several newsletters focused on how the enterprise to BPO relationship needs to develop - to bridge new AI technology use and also to change how BPOs charge for their services. Mark Hillary called Don to explore the issues he raised and how he sees the future of the bridge between the enterprise and BPO and the RFP supplier selection process.   ProfectusCX https://profectuscx.com/ Don Berryman - LinkedIn https://www.linkedin.com/in/don-berryman/ The CX Advisor Perspective https://www.linkedin.com/newsletters/the-cx-advisor-perspective-7460298175136911361/   Summary Mark Hillary and Peter Ryan discuss the evolving CX landscape with Don Berryman, an advisor at Bain and founder of ProfectusCX. Berryman's LinkedIn newsletter, "The CX Advisor Perspective," highlights the need for both BPOs and enterprises to adapt to AI technology. He argues that enterprises must move beyond outdated procurement methods and focus on strategic AI investments to improve customer experience. Berryman emphasizes the shift from headcount-based pricing to outcome-based models, such as per resolved issue or CSAT. He also stresses the importance of co-managed contact centers and the need for BPOs to invest in strategic people and technology to stay competitive.

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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
    435
  • Rating
    Clean
  • Copyright
    © (C) IT Decisions and Carnaby Content 2018-2026
  • Show Website
    CX Files