Best Mark Hillary And Peter Ryan Podcasts (2025)

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Traci Freeman - Connecting Africa For Global Business Services 33:12

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8h ago33:12

33:12

Traci Freeman holds a number of roles, including as the managing member of Believe Consulting, but in this conversation we focused on her role as a partner of the Africa Federation of GBS Associations. This federation is aimed at unlocking Africa’s potential in the BPO, CX and ITO sectors. Enhancing Africa’s standing as a hub for innovation, knowle…

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Kwame Agyei - Appoynt - From Accra with Service: How Ghana Is Powering SMB CX 26:20

9d ago26:20

26:20

Kwame Agyei is the founder and CEO of Appoynt. He is based in London, UK with operations in Ghana. In this conversation with Peter Ryan, Kwame tells the story of how and why he founded Appoynt during the Covid pandemic and the opportunity for more businesses to work with partners in Ghana. https://www.linkedin.com/in/kwame-agyei-b3ab1333/ https://w…

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Enea Dervishi - Simetrix Solutions - Is The Albania BPO Wave About To Break? 15:55

12d ago15:55

15:55

Enea Dervishi is the Operations Director at Simetrix Solutions. He is based in Durres, Albania. Last month, Enea published an article in Customer Think titled "From Beaches To Business: Is Albania's BPO Wave About To Break?" The article kicked off a fevered discussion on LinkedIn because it did not focus on the usual BPO regional comparisons - how …

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Remembering Gareth Pritchard 28:47

14d ago28:47

28:47

In this special episode of the CX Files, Peter and Mark join with David Rumble, Rod Jones, and Traci Freeman to remember how the late Gareth Pritchard influenced and helped to shape the BPO/CX/GBS industry in South Africa. We discussed how Gareth was instrumental in making South Africa a leading location for this industry and what his legacy may be…

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David Powers - Rooter Hero - The Three-Faced AI God In CX 26:37

19d ago26:37

26:37

David Powers is the VP of CX at Rooter Hero. He is based in Los Angeles, CA. David is also a published author and the host of the CX Riot Radio podcast. This conversation between Mark Hillary and David came about because of a recent CX Riot Radio epsisode titled 'The Three-Faced AI God' where David talked about his experience of using AI in the con…

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Cheryl Paarwater - Enerlytics & Call Lab BPO - How Does AI Affect Marginalized Communities? 34:13

26d ago34:13

34:13

Cheryl Paarwater is the Managing Director at Enerlytics & Call Lab BPO. She is based in Cape Town, South Africa. Cheryl has championed CX in South Africa for many years and is a board member of BPESA - the trade promotion agency for business process service companies in South Africa. In this conversation with Peter Ryan, Cheryl explores how BPO and…

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Kathy Juve - Concentrix - Flashback To The First Month Of Covid 25:21

1M ago25:21

25:21

This is the final Covid flashback where CX Files has looked back at the early days of the 2020 pandemic throughout August 2025. This interview was originally broadcast on May 15, 2020 - about a month into the pandemic and lockdowns. At the time Kathy Juve was the EVP, Customer Experience Technology & Insights Division, at Concentrix. She is now EVP…

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Dave Rizzo - TP - Flashback To The First Week Of The Covid Crisis 7:01

1M ago7:01

7:01

SUMMER SPECIAL - COVID FLASHBACK Covid-19 was five long years ago. In a series of short summer specials, CX Files is bringing you some memories of what was going on at a very chaotic time for the industry. During the early days of the pandemic, CX Files went from weekly to daily and captured many important observations on how the CX industry was co…

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John Devlin - Ascensos - Flashback To Day One Of The 2020 Covid Lockdowns 12:10

2M ago12:10

12:10

SUMMER SPECIAL - COVID FLASHBACK Covid-19 was five long years ago. In a series of short summer specials, CX Files is bringing you some memories of what was going on at a very chaotic time for the industry. During the early days of the pandemic, CX Files went from weekly to daily and captured many important observations on how the CX industry was co…

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Dave D'Arcy - Laughing Leadership - The Recurring "Groundhog Day" Issues In CX 29:20

2M ago29:20

29:20

Dave D'Arcy is the founder of Laughing Leadership. He is based in Tring, close to London in the UK. Laughing Leadership was created to guide business leaders to build the environment to nurture and develop happy engaged employees. The solution is not in bean bags, slides, fruit on Friday or free tea and coffee. It is in culture. And culture is a by…

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Amanda Quinn - Quinn Growth Advisors - BPOs Must Specialize or Die Trying 32:21

2M ago32:21

32:21

Amanda Quinn is the Founder and Principal of Quinn Growth Advisors. She is based in Raleigh, North Carolina, USA. In this conversation with Peter Ryan, Amanda talks about her work advising BPOs on how to build growth and develop a sales pipeline. Amanda advises focusing on deep expertise and specialization, rather than claiming to offer every singl…

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Mike Ortegon - Yoummday - How Travel Is Taking Off 24:12

2M ago24:12

24:12

Mike Ortegon is a customer solutions director at Yoummday. He is an American based in London and he has a focus on the global travel industry - with a long track record of leadership roles in travel companies. Mark Hillary called Mike to talk about travel. How has it recovered since the pandemic? What trends are travel companies seeing that are new…

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Jon Florence - Xima Software - AI In The Contact Center 32:41

3M ago32:41

32:41

Jon Florence is the SVP of Industry Solutions at Xima Software. He is based in South Jordan, Utah. Xima is a contact center software company that is focused on AI solutions. Peter Ryan called Jon to discuss AI in CX. Beyond the hype, how can companies managing their own CX and BPOs all benefit from the use of AI in the contact center? What are the …

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Thomas Oronti - Advensus - From Beaches to BPO: How the Dominican Republic Became a CX Star 30:31

3M ago30:31

30:31

Thomas Oronti is the CEO at Advensus. He is based in Santo Domingo, Dominican Republic. The CX Files has explored many different nearshore options in the Caribbean region, but has never explored the Dominican Republic before and yet this location has the advantage of being able to easily offer customer support in English, Spanish, and French - than…

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PANEL: In Face of Stagnating Favorability Ratings, What’s Next for South African Offshore CX? 40:21

3M ago40:21

40:21

PANEL: In Face of Stagnating Favorability Ratings, What’s Next for South African Offshore CX? When Ryan Strategic Advisory published the most favorable offshore location study last May, South Africa had dropped to third position, compared to more recently topping the poll. This survey features feedback from over 800 CX decision-makers and is potent…

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Pete Jones - Grypp - Why Are We Still Asking Agents to Work with Their Eyes Shut? 35:42

3M ago35:42

35:42

Pete Jones is the founder and CEO of Grypp. He is based in the UK between London and Birmingham. Grypp is a visual platform that aims to help contact centers and the agents working within them see what their customers can see. This can be a transformative technology for many support environments and it is low cost and proven - in contrast to many o…

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Mythbusting AI In CX - The Truths No One Tells You 42:51

4M ago42:51

42:51

Nicola Collister and Jerry Briggs talk to Peter Ryan about AI in CX We have talked many times on this podcast about AI and the hype aound what it can do for CX designers and managers. But what can it really do? We are being flooded with AI-themed ideas on LinkedIn daily, but it is also clear that many AI projects are failing (Gartner says that 85% …

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Owen Campbell - Kura - How BPOs Can Work With Regulated Industries 24:57

4M ago24:57

24:57

Owen Campbell is the operations director at Kura. He is based in Glasgow, Scotland. Kura is a BPO based in the UK, but also with operations in South Africa. They have a number of clients from various regulated industries and Owen talked to Mark Hillary about the differences between a client that has complete control over all their services and a cl…

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David Neale - GBPO Solutions - Building Trust In BPO Sales Claims 32:07

4M ago32:07

32:07

David Neale is the Founder and CEO of GBPO Solutions. He is based in the UK. David has experience as a buyer of BPO services and as a representative of BPOs. With this insight he decided that one of the missing ingredients in the BPO sales process is transparency - how does anyone know that what a BPO says about their services is really true? David…

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CXOutsourcers 2025 - Feedback From Munich Delegates 30:25

4M ago30:25

30:25

The 2025 CXOutsourcers event took place earlier in May in Munich, Germany. Peter called on a few of the delegates to get their feedback and key takeaways from the event. https://cxoutsourcers.com/ https://nearshoreamericas.com/cxoutsourcers-forum-trade-and-cx-disruptions-take-center-stage/ https://ryanadvisory.com/cxoutsourcers-2025/ --- Peter Ryan…

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Mark Zucker - MCVO Talent - Four Weddings And A BPO 25:31

4M ago25:31

25:31

Mark Zucker is the Co-Founder of MCVO Talent Outsourcing. He is based in Chicago, Illinois. Mark shares his journey from founding a wedding album manufacturing company (almost 30 years ago) to starting MCVO, which specializes in helping small businesses in North America. He highlights the benefits of the Philippines as a BPO destination, citing its…

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Martin Hill-Wilson - Brainfood Training - Beyond The Hype... How Is AI Really Changing CX? 44:04

5M ago44:04

44:04

Martin Hill-Wilson is the founder of Brainfood Training and Brainfood Consulting. He is based in Milton Keynes, close to London, UK. Martin has a long history as a leader inside the CX and BPO industry. For the past 15 years he has focused on strategy consulting and advising on CX leadership and culture. Brainfood Training is a more recent focus on…

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Michael Aronowitz - VXI - The Reality Of Creating A Profit Center With Your CX Team 26:31

5M ago26:31

26:31

Michael Aronowitz is the Senior Vice President of Revenue Growth at VXI Global Solutions. He is based in Miami, Florida. Mark Hillary called Michael to discuss the importance of turning contact centers from cost centers to profit centers, emphasizing the need for revenue generation through customer interactions. Michael highlights VXI's success in …

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Jonas Berggren - The CX (R)evolution Book 22:08

5M ago22:08

22:08

Jonas Berggren writes the popular Transform Customer Service newsletter on LinkedIn. He is the Chief Business Development Officer EMEA and member of the executive leadership team at Transcom. Jonas is based in Stockholm, Sweden. Mark Hillary and Jonas have published a new book together called The CX (R)evolution - so Mark called Jonas to talk about…

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Amas Tenumah - Amas Talks - The Worst Job in Corporate America Is in a Call Center 36:27

5M ago36:27

36:27

Amas Tenumah is the host of the Amas Talks podcast. He is based in Oklahoma City, Oklahoma, US. Amas has a long history focused on customer service and service innovation. He regularly advises companies and speaks at events forcused on CX. On his LinkedIn Amas says: "I’m a digital philosopher, keynote speaker and customer service thought leader. My…

Mark Hillary And Peter Ryan Podcasts

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CX Files

Mark Hillary and Peter Ryan

1
Traci Freeman - Connecting Africa For Global Business Services 33:12

1
Kwame Agyei - Appoynt - From Accra with Service: How Ghana Is Powering SMB CX 26:20

1
Enea Dervishi - Simetrix Solutions - Is The Albania BPO Wave About To Break? 15:55

1
Remembering Gareth Pritchard 28:47

1
David Powers - Rooter Hero - The Three-Faced AI God In CX 26:37

1
Cheryl Paarwater - Enerlytics & Call Lab BPO - How Does AI Affect Marginalized Communities? 34:13

1
Kathy Juve - Concentrix - Flashback To The First Month Of Covid 25:21

1
Dave Rizzo - TP - Flashback To The First Week Of The Covid Crisis 7:01

1
John Devlin - Ascensos - Flashback To Day One Of The 2020 Covid Lockdowns 12:10

1
Dave D'Arcy - Laughing Leadership - The Recurring "Groundhog Day" Issues In CX 29:20

1
Amanda Quinn - Quinn Growth Advisors - BPOs Must Specialize or Die Trying 32:21

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Mike Ortegon - Yoummday - How Travel Is Taking Off 24:12

1
Jon Florence - Xima Software - AI In The Contact Center 32:41

1
Thomas Oronti - Advensus - From Beaches to BPO: How the Dominican Republic Became a CX Star 30:31

1
PANEL: In Face of Stagnating Favorability Ratings, What’s Next for South African Offshore CX? 40:21

1
Pete Jones - Grypp - Why Are We Still Asking Agents to Work with Their Eyes Shut? 35:42

1
Mythbusting AI In CX - The Truths No One Tells You 42:51

1
Owen Campbell - Kura - How BPOs Can Work With Regulated Industries 24:57

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David Neale - GBPO Solutions - Building Trust In BPO Sales Claims 32:07

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CXOutsourcers 2025 - Feedback From Munich Delegates 30:25

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Mark Zucker - MCVO Talent - Four Weddings And A BPO 25:31

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Martin Hill-Wilson - Brainfood Training - Beyond The Hype... How Is AI Really Changing CX? 44:04

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Michael Aronowitz - VXI - The Reality Of Creating A Profit Center With Your CX Team 26:31

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Jonas Berggren - The CX (R)evolution Book 22:08

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Amas Tenumah - Amas Talks - The Worst Job in Corporate America Is in a Call Center 36:27