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. He also explores the evolution of global delivery locations, including the continued strength of India, the Philippines, South Africa, Egypt, and Mexico, alongside the emergence of markets such as Colombia, Serbia, Kenya, Rwanda, and Ghana.

The conversation also tackles one of the biggest challenges facing CX today: separating genuine structural change from industry hype. Peter reflects on earlier predictions around IVR, RPA, remote work, and now AI, arguing that technology continues to transform the industry — but the human element remains central.

Finally, Peter shares some of the lessons he has learned from running an independent advisory business for ten years: the importance of visibility, relationships, investment, resilience, and being present in an industry that is still built around conversations, handshakes, and personal connections.

https://www.linkedin.com/in/peter-ryan-montreal/

https://ryanadvisory.com/

https://ryanadvisory.com/2026/10/06/10-learnings-from-10-years-of-ryan-strategic-advisory/