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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 Economie Management Management et direction
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    Épisodes
    • TUI & Transcom On Building A Best In Europe Partnership

      TUI & Transcom On Building A Best In Europe Partnership
      Jan 29 2026

      Last November, Leigh Hopwood, CEO of the CCMA (Contact Centre Management Association), was on the CX Files talking about the 25th anniversary of the European Contact Center and Customer Service Awards (ECCCSAs).

      https://cxfiles.libsyn.com/cxfiles/leigh-hopwood-ccma-25-years-of-the-ecccsas

      At those awards on November 25th 2025, The Best Customer Service Into Europe award was won (gold) by TUI working with Transcom.

      https://ecccsa.com/2025-winners/

      Peter Ryan recently called Leo Ooms (TUI) and Dario Bakovic (Transcom) to talk about the award and what it takes to build a BPO partnership that can win a prestigious 'Best in Europe' award...

      ---

      Leo Ooms

      Head of Customer Services BPO TUI Group

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

      https://www.tui.com/

      Dario Bakovic

      Head of Global Accounts EMEA at Transcom

      https://www.linkedin.com/in/dario-bakovic/

      https://transcom.com/
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      39 min
    • CX Files 400 - Live in London

      CX Files 400 - Live in London
      Jan 22 2026

      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 plan for the future of the podcast...

      Thanks to everyone who attended the live event in London last night - it was great to see so many friends of the podcast out in person!

      https://www.linkedin.com/in/lian-rowlands-a26119/

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

      https://www.linkedin.com/in/peter-ryan-montreal/
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      31 min
    • 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 min
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