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...
Dec 11, 2025
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...
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.
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Paul Smith
Principal Consultant, Quinn Growth...
Nov 27, 2025
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 asks why people have always been central to the customer experience, but now it sounds like everyone is just focused on AI...
Nov 20, 2025
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 European Contact Center and Customer Service Awards (ECCCSAs), which celebrate their 25th anniversary on November 25th,...