CX Files Podcast Por Mark Hillary and Peter Ryan arte de portada

CX Files

CX Files

De: 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.(C) IT Decisions and Carnaby Content 2018-2025 Economía Gestión Gestión y Liderazgo
Episodios
  • Happy New Year From The CX Files!

    Happy New Year From The CX Files!
    Dec 31 2025
    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 from the Netherlands, Philippines, UK, South Africa, Australia, Canada, and Brazil... that's North America, South America, Europe, Africa, Asia, and Australasia all covered! Contributors listed in the order they feature on the podcast: Leo Ooms https://www.linkedin.com/in/leoooms/ Nathan Muniz https://www.linkedin.com/in/bdcoutsourcing/ Lian Rowlands https://www.linkedin.com/in/lian-rowlands-a26119/ Rod Jones https://www.linkedin.com/in/rodjonessouthafrica/ Paul O'Hara https://www.linkedin.com/in/pauloharateleperformance/ Michael Gray https://www.linkedin.com/in/michaelgray7/ Anna Bessarabova https://www.linkedin.com/in/anna-bessarabova/ Michael Clark https://www.linkedin.com/in/michaelclarkcx/ Mike Ortegon https://www.linkedin.com/in/mikeortegon/ Stephen Loynd https://www.linkedin.com/in/stephenloynd/ David Neale https://www.linkedin.com/in/david-neale-08b80011b/ Peter Ryan https://www.linkedin.com/in/peter-ryan-montreal/ Mark Hillary https://www.linkedin.com/in/markhillary/ ---- "All I Want for CX-mas (Is the Future)" Composed by Mark Hillary with Suno Verse 1 Snow's falling on the dashboards, Year-end reports are due, Another season of predictions, But nobody knows what's true. From São Paulo to Montreal, Different skies, same screen, Two voices cut through the noise, Talking 'bout what CX means. Pre-Chorus The year's been long, the change came fast, AI hype, then lessons learned, But now we're looking forward, To the value still to be earned. Chorus All I want for CX-mas is the future, Not the buzzwords, not the fear, Just better service, smarter choices, And a little more trust next year. From every brand to every customer, Let's build it human, let's build it right, All I want for CX-mas is the future, And the CX Files on a Wednesday night. Verse 2 Agents, bots, and blended teams, Journeys changing shape, Less about the tech itself, More about escape From broken processes, From friction no one sees, Designing moments that feel simple, Even when the systems aren't easy. Pre-Chorus We've learned that scale needs patience, And strategy beats speed, The future's not autonomous, Unless it serves a real human need. Chorus All I want for CX-mas is the future, Not another pilot that won't land, Just outcomes, empathy, and clarity, Finally working hand in hand. From every continent and culture, One community, one shared view, All I want for CX-mas is the future, And the CX Files guiding us through. Bridge From São Paulo sunshine, To Montreal snow, Two hosts, one question: "Where do we go?" Analysts, founders, leaders, friends, Four hundred stories, and still it never ends. No silver bullets, no easy claim, Just better questions changing the game. Final Chorus All I want for CX-mas is the future, Designed with care, not just code, Where trust is built in every interaction, And experience carries the load. So here's to 2026 and beyond, To curiosity, courage, and insight, All we want for CX-mas is the future, And the CX Files lighting the way each night. Outro So press play, pour a drink, Let the old year fade from view, The future of CX is being written— And it starts with me and you. 🎄✨
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    16 m
  • CX Files 400 Live In London! Get Your Free Ticket Now!

    CX Files 400 Live In London! Get Your Free Ticket Now!
    Dec 11 2025
    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 Peter Ryan, co-hosts of the CX Files podcast, for a special live networking event in London as they celebrate the show's 400th episode!

    This informal evening brings together members of the global Customer Experience (CX) community for drinks, conversation, and connection.

    Mark will be flying in from São Paulo, Brazil, and Peter from Montreal, Canada — a rare chance to meet both hosts in person. They will also have copies of the CX Files book - to be launched at this event in London.

    During the event, Mark and Peter will record a short live segment for the 400th episode in front of the audience, marking this milestone moment in the CX Files journey.

    Tickets are free, but you do need to register so we can control the numbers. Click this link to register your place for this live CX Files event.

    https://cxfiles.eventbrite.com
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    5 m
  • Discussion: CX In 2026 - The Predictions

    Discussion: CX In 2026 - The Predictions
    Dec 4 2025

    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 happened in 2025 and their top predictions for CX in 2026.

    ---

    Paul Smith

    Principal Consultant, Quinn Growth Advisers

    Salt Lake City, Utah, USA

    https://www.linkedin.com/in/swsalesexec/

    https://quinngrowthadvisors.com/

    David Rickard

    Partner, Everest Group

    Clanfield - near Portsmouth, UK

    https://www.linkedin.com/in/dwrickard/

    https://www.everestgrp.com/

    Summary:
    In the CX Files podcast episode 399, hosts Mark Hillary and Peter Ryan discuss 2025 highlights and 2026 predictions with Paul Smith from Quinn Growth Advisors and David Rickard from Everest Group. Key points include the significant AI hype in 2025, the lack of differentiation in the market, and the slow progress of AI in customer experience (CX). They predict that 2026 will see more AI pilots moving into production, increased competition from in-house GCC capabilities, and a need for better buyer-seller communication. They also emphasize the importance of understanding customer needs and the potential impact of an AI bubble.
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    34 m
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