Have a listen as I sit down with my good friend and the Chairman of the Contact Center Association of the Philippines, Benedict Hernandez. Benedict is also the Client Experience Lead at Accenture leading their Intelligent Operations in Asia Pacific, Middle East and Africa.

In this wide ranging conversation, Benedict takes us through his fascinating career that began as a teacher and shares how he stumbled upon two emerging industries….telecommunications in the early 90’s and BPO industry a few years later. He also shares his insights about the future of Customer Experience and what leadership skills and talents one will need to thrive in the BPO industry during the disruptive decade ahead.