CX Files

This special live episode was recorded on January 21, 2026 live in London, UK. This is the 400th episode of the podcast. Lian Rowlands quizzed Peter and Mark about the origin of CX Files and what they...

22 Jan 31min

Happy New Year for 2026 from Peter and Mark at the CX Files podcast. We asked our listeners to send some thoughts about 2025 and the year ahead... If you listen to this episode you will hear messages ...

31 Dec 202515min

Celebrate CX Files Episode 400 — Join Mark Hillary and Peter Ryan Live in London for an Exclusive Networking Event! CX Files Episode 400 Live in London – January 21, 2026 Join Mark Hillary and Pete...

11 Dec 20255min

In this special episode of the CX Files, we are looking to the end of 2025 and into 2026. Peter Ryan called Paul Smith and David Rickard - two expert advisers on CX and BPO - to talk about what just h...

4 Dec 202533min

Nick Jiwa is the founder and president of CustomerServ. He is based in Houston, Texas, USA. In this episode Nick talks to Peter Ryan about the importance of people in CX - in particular in BPOs. He as...

27 Nov 202529min

Leigh Hopwood is CEO of the CCMA (Contact Centre Management Association) and Chair of  the European Customer Contact Alliance. She is based in London, UK. Peter Ryan called Leigh to talk about the Eur...

20 Nov 202534min

Gerry Brown is known as the customer lifeguard. His ambition is to save the world from poor customer service. Gerry is Canadian and based in the south of the UK. Gerry has written a book titled 'When ...

13 Nov 202534min

Paul O'Hara is the Executive Vice President of Business Development at TP EMEA. He is based in the Tyneside area of North-East England. Paul recently published an article on Customer Think magazine ti...

6 Nov 202521min