Jeton Aliu - Olymp BPO - Why Kosovo Is Emerging as a CX Hotspot
In this episode of the CX Files, Mark Hillary and Peter Ryan look at the changing European nearshore landscape before Peter talks to Jeton Aliu, Founder and CEO of Olymp BPO in Pristina, Kosovo. Jeton...
17 Sep 16min
Matt Fry - eClerx - Culture Is 50/50: Why Clients Can't Blame the BPO
In this episode of CX Files, Mark Hillary talks to Matt Fry, SVP for AI, CX and Digital Transformation at eClerx and publisher of The CX Marketplace, about why culture cannot simply be outsourced. Ins...
10 Sep 22min
Andrew Kokes - Pivot AI Global - If AI Can't Find You, Your Buyers Won't Either
Peter Ryan talks to Andrew Kokes, Chief Marketing Advisor at Pivot AI Global, about how AI is fundamentally changing B2B marketing and sales. As buyers increasingly use ChatGPT, Gemini, Claude and oth...
3 Sep 43min
CX Files Is On A Summer Vacation
CX Files will return on September 3, 2026. Enjoy the summer! Mark & Peter
3 Aug 1min
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, algorith...
30 Jul 33min
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 plac...
23 Jul 27min
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 boo...
22 Jul 8min
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 ...
16 Jul 44min
