All Episodes

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

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

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

Brian Riback - CMSWire 2025 Contributor of the Year - Beyond AI Visibility: How Brands Build Trust

Jeton Aliu - Olymp BPO - Why Kosovo Is Emerging as a CX Hotspot

Matt Fry - eClerx - Culture Is 50/50: Why Clients Can't Blame the BPO

Andrew Kokes - Pivot AI Global - If AI Can't Find You, Your Buyers Won't Either

CX Files Is On A Summer Vacation

Simma Kularatna - Interact - LinkedIn Has Lost the Plot - Can the CX Community Fix It?

Jim Farnsworth - HiOctayne - Restoring Investor Confidence In BPO

BONUS: Mark Hillary - If AI Can't See You, Buyers Won't Either: The New Rules of B2B Sales

Jessica Pleffken and Ana Marvulle - P&M Marketing - No One Outsources to a Company They've Never Heard Of

Tugs and Adrian Smith - ATAC Global CX - Proof, Not Promises: Certifying the Remote Contact Center Agent

Muhammad Yahya Patel - Huntress - Cybersecurity Is Now a CX Problem

Donald Berryman - ProfectusCX - The Future For The Enterprise-BPO Relationship

Lara Klick - Klick Advisors - Why Patient Feedback Rarely Leads to Better Care

Guillaume Luccisano - Yuma AI - The Great CX Reset: Why BPOs May Need a New Business Model

David Rickard - Everest Group - Elevate Ethiopia

CXOutsourcers 2026 - Voices From The Conference

Jonas Berggren - Transcom - What Makes Customers Love A Brand?

Stephanie Reeves Millner - Designing CX For Sales and Revenue

Andrew Hall - Ethenta - Enterprise Agentic AI Transformation

Nathan Muniz - 247Secretary.com - Raw, unpolished BPO content outperforms glossy marketing

Gary Slade - TP - Why Stability Is the New Battleground in BPO

Sarah Leff - Interact CC - Why the Eastern Cape Could Be South Africa's Next CX Powerhouse

Chris Chance - CCI Global - Africa Rising For CX

Steve Sullivan - Channel Doctors - How Do We Manage Customer Rage?

Melanie Disse - Melanie Disse Consulting - Acting on Customer Feedback

Gareth Bray - Premier CX - Why Customers Prefer WhatsApp

CCW Berlin 2026 - Feedback Direct From The Floor

Michel Stevens - CXM Academy - How Can We Improve CX Events?

Roger Barlow - LATAM Translations - AI Has Changed Translation Into Interpretation

Michael Gray - Spacial Working - Hybrid Work Is Here to Stay

Jacqui Turner - Turner Corner - CX For Vulnerable Customers

Rob Joubert - Boomerang BPO - Building CX Success Over 20 Years

TUI & Transcom On Building A Best In Europe Partnership

CX Files 400 - Live in London

Happy New Year From The CX Files!

CX Files 400 Live In London! Get Your Free Ticket Now!

Discussion: CX In 2026 - The Predictions

Nick Jiwa - CustomerServ - We Need To Focus On People In CX

Leigh Hopwood - CCMA - 25 Years Of The ECCCSAs

Gerry Brown - The Customer Lifeguard - CX Is Changing Fast

Paul O'Hara - TP - AI Won't End BPO - It'll Supercharge It

Elona Ymeri - Assist Digital - Albania & The Value Of Smaller BPO Locations

Joanne Morrison - Outmarket - Modern Marketing For CX Brands

Miguel Familia - Wise BPO - A CX Visionary In the Dominican Republic

Discussion: CX In Georgia 🇬🇪

Traci Freeman - Connecting Africa For Global Business Services

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

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

Remembering Gareth Pritchard

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

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

Kathy Juve - Concentrix - Flashback To The First Month Of Covid

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

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

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

Amanda Quinn - Quinn Growth Advisors - BPOs Must Specialize or Die Trying

Mike Ortegon - Yoummday - How Travel Is Taking Off

Jon Florence - Xima Software - AI In The Contact Center

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

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

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

Mythbusting AI In CX - The Truths No One Tells You

Owen Campbell - Kura - How BPOs Can Work With Regulated Industries

David Neale - GBPO Solutions - Building Trust In BPO Sales Claims

CXOutsourcers 2025 - Feedback From Munich Delegates

Mark Zucker - MCVO Talent - Four Weddings And A BPO

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

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

Jonas Berggren - The CX (R)evolution Book

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

Phil Kitchen - Customer Contact Panel - Jamaica Is Moving Beyond The Nearshore

Juan Caire & Jim Farnsworth - Alliance BPO - To Hermosillo And Beyond!

Chris Dumpleton - Limitless - Is GigCX + AI The Future For Customer Service?

Dave Rumble - Maistro - Using Gen AI To Find B2B Partners

CCW Berlin 2025 Feedback - with Raya CX and CXHero

What Is Wrong With LinkedIn?

IWD 2025 - Women In CX In 2025

Sergei Levteev - IBA Group - The Tech Infrastructure Supporting CX

Audrey William - Ecosystm - AI In CX: The Main Blockers & Opportunities

Ian Jacobs - Opus Research - The Hype And Reality For AI In CX

Sid Victor - Movate - Is Flexibility Essential For The Future Of BPO?

Phil Fersht - HFS Research - Innovation In CX From AI To AGI

Gregorio Uglioni - CX Goalkeeper - CX Transformation That Hits The Back Of The Net!

Joel Walker - tkg - What Do CX Suppliers Need To Bring To The Table?

BONUS: CX In 2025 Discussion

Veronica Richards - CALLS - Servicio Estelar: Navigating Customer Care in Mexico

Neville Samuels - Virtual Staff 365 - Trends In Virtual CX Staffing

Mark Lowe - Managing Risk and Security in CX

Katrin Langley - Approaching First-Time Outsourcing

Jose Paz - Startups BPO - CX Recruitment In Honduras and US Nearshore

Claas van Delden - yoummday - Will Gig CX Replace The Multilingual Hub?

Ted Nardin - Teleperformance - How CX Can Add Value And Create Success

John Dinardo - Nordia - BPO In Canada And Beyond 🇨🇦

Vidya Ravichandran - UnifyCX - GlowTouch is now UnifyCX And The Tech Future For CX

EXTRA SHOW: How Does the UK 2024 Budget Impact BPO and CX?

Tanya Scotece - Miami Dade College - A Focus On Care In Funeral Services

Mark Hillary - The Social Sales Playbook - How B2B Companies Sell To Each Other!