CX Files Is On A Summer Vacation
CX Files will return on September 3, 2026. Enjoy the summer! Mark & Peter
CX Files
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.
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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…
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…
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.…
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…
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.…
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…
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…
Lara Klick - Klick Advisors - Why Patient Feedback Rarely Leads to Better Care
Lara Klick is the Founder and President of Klick Advisors LLC. She is based in Tampa Bay, Florida, USA. Klick Advisors is a trust-centered consulting practice that helps healthcare leaders and teams navigate high-stakes moments with clarity, empathy, and courage. Lara heard our episode from March where Melanie Disse explored why companies ask for feedback, but don't use it. She suggested that this…
Guillaume Luccisano - Yuma AI - The Great CX Reset: Why BPOs May Need a New Business Model
The BPO Industry Isn't Dying. But It May Need to Reinvent Itself Faster Than Anyone Expected. Yuma AI CEO Guillaume Luccisano argues that customer experience providers must evolve from labor arbitrage specialists into AI orchestrators and systems integrators—or risk becoming irrelevant. For years, critics of the business process outsourcing industry have predicted its demise. First it was robotic…