Jul 30, 2026
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, algorithmic recommendations, automated sales messages and bland AI-generated content. Even genuine attempts to connect...
Jul 23, 2026
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 placed to comment on why the publicly traded BPOs have seen their share price collapse - and what can these companies do...
Jul 22, 2026
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 book, If AI Can’t See You, You Don’t Exist: How B2B Sales Changed Forever. Mark explains how AI platforms such as...
Jul 16, 2026
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 and now their specialist marketing company advises companies working in the CX environment. Both Jessica and Ana...
Jul 9, 2026
Peter Ryan speaks with Tugs Smith and Adrian Smith, co-founders of ATAC Global CX in Oshawa, Ontario, about the launch of the Certified Remote Service Agent certification. The discussion explores why remote contact center work now needs a trusted global standard, how agents can prove they are ready to handle...