HeyJaredCX Files
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).
- Indexed episodes, last 90 days
- 10
- Latest publication
- Sep 24, 2026
- Audience
- Checking…
- Earliest in this view
- Jul 9, 2026
Latest episodes
Brian Riback - CMSWire 2025 Contributor of the Year - Beyond AI Visibility: How Brands Build Trust (opens the original)
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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 was titled " How CMOs Build Brand Trust Across AI Search, Agents and Answer Engines. " In this conversation with Mark Hillary, Brian describes his ideas around how to operationalise
Jeton Aliu - Olymp BPO - Why Kosovo Is Emerging as a CX Hotspot (opens the original)
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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 the local outsourcing industry, the availability of a young and multilingual workforce, and Kosovo's particular strength in languages including German and English. The conversat
Matt Fry - eClerx - Culture Is 50/50: Why Clients Can't Blame the BPO (opens the original)
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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 require shared responsibility between clients and BPO providers. They discuss culture during the RFP process, employee engagement and attrition, the importance of client involvem
Andrew Kokes - Pivot AI Global - If AI Can't Find You, Your Buyers Won't Either (opens the original)
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Peter Ryan talks to Andrew Kokes, Chief Marketing Advisor at Pivot AI Global, about how AI is fundamentally changing B2B marketing and sales. As buyers increasingly use ChatGPT, Gemini, Claude and other AI platforms to research suppliers and build shortlists, traditional search engine visibility is no longer enough. Andrew explains why companies now need to think about AI discoverability — ensuring that answer engines understand who they are, what they do, and why they should be recommended. The
CX Files Is On A Summer Vacation (opens the original)
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CX Files will return on September 3, 2026. Enjoy the summer! Mark & Peter
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