CX Files

Publicly listed emails

markhillarysp@gmail.com

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Victor Manzanera - Scale Edge Group - Beyond FTEs – The Road to Outcome-Based BPO Pricing

October 15, 2026

CX Files Episode 435: Beyond FTEs – The Road to Outcome-Based BPO Pricing Guest: Victor Manzanera, Founder and Principal Analyst, Scale Edge Group – Oslo, Norway Everyone in the BPO industry is talking about outcome-based pricing, but how do we actually move away from charging for headcount and hours? And is the industry ready for such a fundamental change? In this episode of CX Files, Mark Hillary and Peter Ryan explore the challenges of traditional BPO contracts before Mark interviews Victo...

Peter Ryan - Ten Years of BPO: What Changed, What Didn't, and What Comes Next

October 08, 2026

This week, the CX Files turns the tables on co-host Peter Ryan. Ryan Strategic Advisory has just celebrated its tenth anniversary, so Mark Hillary interviews Peter about what he has learned from a decade of advising BPOs, enterprise buyers, governments, and CX leaders around the world. Peter looks back at how the industry has changed since 2016 — from the growth of remote and hybrid work to automation, AI, employee experience, and the changing ways companies discover and select CX partners. H...

Victor Botto - TP - Why Kenya Is Ready for the Global CX Stage

October 01, 2026

In episode 433 of the CX Files, Mark Hillary talks to Victor Botto, Vice President for Business Development for Sub-Saharan Africa at TP, about why Kenya deserves far more attention as a global CX and BPO location. Victor explains why Kenya's opportunity goes well beyond lower-cost customer service. They discuss the country's highly educated workforce, deep experience in fintech and tourism, its growing technology ecosystem, and the importance of an employee-first culture in building better c...

Get Out of Wrap - Contact Centre Chat · Medium booking difficulty · 1,000 - 10,000 listeners

The CX Cast · Medium booking difficulty · 1,000 - 10,000 listeners

Doing CX Right: Scaling Business Revenue & Winning Customer Hearts · Medium booking difficulty · 1,000 - 10,000 listeners

The Modern Customer Podcast · High booking difficulty · 1,000 - 10,000 listeners

The Insurgent Mindset · Low booking difficulty · 100 - 1,000 listeners

How do I get in touch with CX Files?

CX Files is hosted by Mark Hillary and Peter Ryan. Its publicly listed email is markhillarysp@gmail.com. For guest bookings, the host or producer is usually the best person to reach. Podseeker helps you find direct host and producer contacts and pitch from your own inbox.

What is the email for CX Files?

The publicly listed email for CX Files: markhillarysp@gmail.com.

How many listeners does CX Files have?

Podseeker estimates CX Files reaches 100 to 1,000 listeners per episode. Only the publisher has exact numbers.

Who is an ideal guest for CX Files?

CX Files typically books industry leaders. Typical guest background: Senior CX, customer service, BPO, contact-center, marketing, or digital-transformation professionals with demonstrable operating expertise, strategic leadership experience, or recognized industry analysis. Common among recent guests: Founding or leading a CX, BPO, or technology organization; Senior executive responsibility for AI, customer experience, digital transformation, or marketing; Recognized industry writing, analysis, or thought leadership. Recent guests include Brian Riback, Jeton Aliu, and Matt Fry.

How hard is it to get booked on CX Files?

Medium. Guests usually need solid credentials in the topic and an idea that fits the show.

What topics does CX Files cover?

Recent episodes cover Business, Customer Experience, Business Process Outsourcing, Contact Centers, and Artificial Intelligence. Pitch an idea tied to one of these topics and mention a recent episode.