Today’s interview is with Jose Herrera, CEO and Co-Founder of Horatio CX, a next generation CX outsourcing firm and the trusted partner of some of the leading and fastest growing ecommerce companies. Jose joins me today to talk about maintaining a human connection when everyone else seems to be talking about how customer service needs to be led by robots, taking an employee-centric approach, achieving an industry-leading attrition rate of only 5% and building a truly inclusive culture.

This interview follows on from my recent interview – Our transformation journey and unleashing the power of AI and automation – Interview with Shelia Anderson of Aflac – and is number 474 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.