Filip Popovic, Head of Relationship Centre Worldwide at Avon, outlines his ‘Golden Age’ approach to BPO partnerships. He explains how co‑creation with providers builds trust and drives mutual value. Filip shares real-world examples of how transparent collaboration improves customer feedback loops. He also demonstrates how AI synthesizes frontline insights to inform strategic decisions.

“We now act on feedback from our BPOs, including what our reps tell us, how they want to be treated, and even the tone of voice we use. Now our partners advise us on what to do, since they’re the ones with the direct connection to our consumers.” - Filip Popovic

This episode offers a blueprint for CX leaders ready to transform outsourced support into a value-creation engine. Filip shares practical frameworks for leveraging trust, AI, and open communication to unlock retention, sales, and long-term growth through frontline partnerships.

Filip Popovic, Head of Relationship Centre, Worldwide, at Avon Consumer Experience, explains how his team evolves a relationship center into an experience center. He details a Consumer Experience Board for real-time insight. He shares value-creation tactics that generate revenue. He offers practical steps any CX leader can start now.

“We evolve our relationship center into the experience center to address the customer's needs in real time beyond just answering on the call or writing an email reply or doing some system set up for our consumers.” - Filip Popovic

This episode explores how a relationship center becomes an experience center with clear feedback loops and measurable value creation. Filip breaks down the mechanics of a Consumer Experience Board, the shift from reactive service to proactive engagement, and the practical ways to convert support interactions into revenue while improving loyalty.

Afshan Kinder explores how Chief Customer Officers can overcome internal hurdles to drive growth. She discusses the role of AI, strategic clarity, and frontline insights in enhancing customer engagement. Afshan also provides actionable advice on treating BPO partners as strategic assets and fostering alignment to accelerate organizational success.

“To be forward-thinking, you’ve really got to be transparent. You don’t necessarily have to share all your mistakes, but you need to be clear about what’s working and what’s not, without pointing fingers. We focus on what’s been done well and show how doing things differently can enable you to be prosperous in the future.” - Afshan Kinder

Afshan Kinder’s insights emphasize understanding and engaging employee and customer voices is vital for effective change management. She also mentioned C-suite clarity and a culture of trust is what drives successful transformations. Moreover, treating BPO partners as strategic assets boosts customer experience and success.

Justin Robbins, Founder & Principal Analyst at Metric Sherpa, challenges preconceived notions in the contact center industry. He explores the concept of understanding the "business of the business" to transform contact centers from cost centers to value centers. Justin shares how impactful insights from customer interactions can drive strategic change across organizations. Using real-world examples, he emphasizes curiosity and collaboration to maximize organizational impact.

"False conclusions are a type of misalignment with how we measure success and how we talk about performance improvement that’s causing us to feel like things are really good when, in a lot of cases, they’re not — and even if they’re good right now, that is no insurance policy of it being good today, tomorrow, or anytime in the future." - Justin Robbins

Justin Robbins’s insights emphasize the transformation of contact centers from cost centers to strategic value creators. It focuses on continuous improvement, leveraging cross-departmental insights, and redefining contact centers as hubs of strategic intelligence. By addressing key challenges like executive sponsorship and prioritizing high-impact efforts, the discussion inspires leaders to drive meaningful change and elevate the role of contact centers in business success.

Mike Aoki, President of Reflective Keynotes Inc., discusses rebalancing contact centers for optimal performance. He highlights the generational communication gap and the importance of AI in managing routine tasks. He also emphasizes viewing contact centers as drivers of customer loyalty and brand value rather than as cost centers.

“Customer service is really a balance between efficiency metrics. It’s about finding the right balance between technology and people, using technology to assist people, and ensuring those interactions or conversations are effective.” - Mike Aoki

Mike Aoki’s insights highlight the importance of adapting to generational communication preferences in customer service. He stresses finding the right balance between technology and human interaction to boost efficiency and satisfaction. Additionally, he advocates for prioritizing value to elevate contact centers into key strategic assets.

Mark Brody, Director of Contact Center Programs at TrachMar, discusses leveraging trusted advisors to scale contact centers. He emphasizes understanding a center's purpose, overcoming resistance to change, and using AI and BPO partners effectively. He also reveals key strategies and common errors in optimizing contact center operations.

“Sometimes, getting the right set of eyes on a problem can help you overcome obstacles that may have occurred before or hindered an organization from changing what they've done historically and becoming even better.” - Mark Brody

To achieve high performance, organizations must focus on aligning employees with their strengths, fostering continuous learning, and cultivating a positive work culture. Mark emphasizes the strategic role of BPO partners in scaling contact centers effectively. By prioritizing the voice of the customer and leveraging the right mix of technology, talent, and partnerships, contact centers can transform into high-performing engines of growth and excellence.

Karla Kannan, SVP of Customer Experience at Karla Kannan Leadership Solutions, shares her insights on navigating cultural differences and challenges in outsourcing. She highlights the importance of empathy, situational awareness, and ongoing training for service agents. She also explores how BPOs enhance scalability, financial efficiency, and cultural localization to improve customer support.

"Culture is a huge factor in the way teams collaborate both within themselves and with you as a client. Understanding the cultural differences in how they approach teamwork is very important. These ideas of cultural differences involve training them to empathize with the client and understand their situation in the context of where they are in their journey." - Karla Kannan

In this episode, Karla explores the challenges of managing a diverse team across different cultures, stressing the importance of understanding these differences to enhance team dynamics and customer service. She highlights continuous training as key to empowering agents with the empathy needed for client interactions. The conversation also covers the strategic benefits of partnering with BPOs, including scalability, cost-effectiveness, and the advantage of cultural localization for improved customer support.

Darcy Perry, Customer Experience Manager at Franke Group, shares her journey from early customer service roles to managing contact centers, highlighting lessons learned from healthcare and emergency services. She emphasizes the pivotal role of contact centers in business success, addressing challenges like turnover and employee engagement with empathy-driven strategies. She advocates for balanced AI adoption to enhance efficiency while preserving human connection.

"Contact centers can make or break the company." - Darcy Perry

Contact centers are dynamic, strategic hubs where technology and human interaction converge. Once limited to traditional call centers, they've transformed into customer-focused powerhouses that drive business success. By adopting AI thoughtfully, contact centers can boost efficiency while maintaining the essential human touch that makes customer interactions meaningful. Focusing on employee development and satisfaction not only improves service but also creates a cycle of loyalty—happy employees lead to loyal customers. These centers are more than just service points; they are crucial drivers of feedback, cultural evolution, and the future growth of the business.

Gary Yorke, Executive Director of Customer Experience at the City of Toronto, shares his approach to integrating 69 city entities to enhance service standards. By prioritizing empowerment, psychological safety, and data-driven strategies, Yorke transformed the customer experience without additional budget. He emphasizes the value of transparent communication, agile processes, and strong leadership in building trust and improving public satisfaction.

"A great customer service that supports the success of any business is worthy of the right level of time and investment and can bring significant value to any organization." - Gary Yorke

This conversation explores how Gary Yorke transformed Toronto City’s customer experience without increasing budgets. By focusing on empowerment, psychological safety, and data-driven strategies, he boosted service satisfaction rates by over 90%. He emphasizes transparent communication, agile processes, and culture as key to public sector success.

Bennett Potter, Director of Customer Experience at Fullsteam, shares insights on blending historical theology and tech to improve customer experience. He focuses on research-driven strategies, highlighting the need to address inefficiencies in core activities and understand root causes without bias. Bennett’s methods of process simplification and clear mission alignment foster a productive, enthusiastic work environment.

“If you can deeply understand the landscape of a problem, you can often find a solution quickly. That’s the beauty and splendor of research: you go down a path, and if it aligns with the right goal, you’ll find happy employees, satisfied customers, and plenty of work ahead to keep serving that goal.” - Bennett Potter

Bennett’s academic approach highlights the value of deep, structured learning in today’s rapid-paced world, contrasting it with the superficial appeal of mere curiosity. He advocates for “prudence over curiosity,” emphasizing the importance of diligence and depth in research. This approach supports strategic decision-making by encouraging a balance between broad knowledge and focused exploration. He also suggests that a rigorous, academic mindset can help organizations drive innovation, improve customer experience, and address systemic inefficiencies, thus sustaining a competitive advantage through continuous, meaningful growth.