CX Files

Updated: 11 Sep 2025 • 390 episodes
cxfiles.libsyn.com/cxfiles

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.

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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 ex

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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 Rya

34 min
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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,

25 min
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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

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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

12 min
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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 i

29 min
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