Oct 8, 2026
This week, the CX Files turns the tables on co-host Peter Ryan. Ryan Strategic Advisory has just celebrated its tenth anniversary, so Mark Hillary interviews Peter about what he has learned from a decade of advising BPOs, enterprise buyers, governments, and CX leaders around the world.
Peter looks back at how the...
Oct 1, 2026
In episode 433 of the CX Files, Mark Hillary talks to Victor Botto, Vice President for Business Development for Sub-Saharan Africa at TP, about why Kenya deserves far more attention as a global CX and BPO location.
Victor explains why Kenya’s opportunity goes well beyond lower-cost customer service. They discuss the...
Sep 24, 2026
Brian Riback is the CMSWire 2025 Contributor of the Year. Brian is a strategic leader with over 20 years of experience as a CRM and retention specialist. He ias based in New Jersey, USA.
In June 2026, Brian published a detailed article exploring how brands can build trust in the era of AI discoverability. The article...
Sep 17, 2026
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 explains why Kosovo is becoming an increasingly important CX and BPO delivery location. He discusses the rapid growth of...
Sep 10, 2026
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.
Inspired by Matt’s Substack article Culture Cannot Be Outsourced, the conversation explores why successful CX partnerships...