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.