It's the festive season. Mark and Peter have decorated the podcast for Christmas. Although many people will now be off work for the Holidays there are millions of CX agents out there still helping customers to get their presents on time. In this final CX Files of 2023, Mark and Peter look back at the key CX trends of 2023 and some of their favourite interviews from the year. CX Files will return on January 11 with a panel of expert analysts exploring the trends to watch for in 2024. https://www.linkedin.com/in/markhillary/ https://www.linkedin.com/in/peter-ryan-montreal/