The way businesses partner with BPOs to deliver customer services has shifted dramatically over the last decade: from straightforward cost-based labour arbitrage to digitally-infused, outcome-based experience transformation.
To explore this evolution, and to inform your outsourcing journey, we’re delighted to host an executive roundtable discussion over a delicious networking lunch.
We’ll kick off with a fireside chat with Jason Fountain, General Manager at Flight Centre Travel Group, learning from the success of their high-performing CX partnership in the Philippines.
This will be followed by open, peer-driven discussion, covering how to:
- Build a commercial framework that mutually incentivises “doing more with less”
- Leverage workforce analytics to improve employee experience and productivity
- Create a feedback loop from operations to product and marketing teams to identify customer pain points and drive competitive offerings
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Benefit from smart and safe use of AI in recruiting and training, operations, reporting, and analytics.
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Redefine loyalty from Transaction to Relationship through digital, meaningful, and differentiated customer experiences.
Places are limited, so please register your interest early.
Proudly sponsored by Inspiro.
Note: We regret that vendors, BPOs and consultants cannot register for this event, which is designed for the C-Suite and senior CX leaders at medium to large businesses.
