Rod'sPod

In this deeply engaging episode, I’m joined by Adam Craker – CEO of iqbusiness and a defining figure in SouthAfrica’s contact centre and consulting space. We take a nostalgic journey through the early days of Merchants under Dimension Data, explore the rise of iqbusiness as the country's leading digital integrator, and take a powerfulturn into civic purpose with Adam’s co-founding of JozI my Jozi – a visionary movement to restore pride and economic momentum to Johannesburg’s inner city. A conversation about legacy, leadership, and how business can become a true agent of social change.jozimyjozi.comlinkedin.com/in/adamcraker

In this episode of Rod's Pod, I sit down with one of South Africa’s most quietly formidable figures in the contact centre and BPO space – Mark Essey, Founder of Debt-IN and Co-Founder of what is now Custom Connect South Africa.We trace Mark’s unconventional career path – from steel yards in Krugersdorp to stockbroking, debt collections, and eventually, the launch of a cross-continental BPO operation. Along the way, he shares the highs, lows, and headwinds that shaped his transition from local debt recovery to running multi-lingual offshore contact centre services for European and US clients.This one’s packed with wisdom for operators, founders, and CX leaders alike:• Navigating the financial realities of launching a BPO• Transitioning from collections to customer service• Language resourcing and nearshore expansion• Compliance, tech stack strategies, and the real role of AI• And why impact sourcing isn't just good policy – it’s good businessWe also reflect on the recent CXOutsourcers Mindshare event in Munich, trade war jitters, and the vital importance of never burning bridges in this industry.Mark’s story is a testament to grit, agility, and finding the human heartbeat in every interaction.linkedin.com/in/[email protected]

In this episode of Rod’s Pod, I sit down with David Neale, a seasoned BPO leader, to discuss his groundbreaking new venture—a first-of-its-kind independent BPO accreditation model.What’s in this episode? The origin story of David’s venture and why the traditional BPO model needs a shake-up. How his Golden Triangle approach combines client needs, operational delivery, and sales strategy. The problems with traditional BPO brokers and consultants—and why his model differs. The value of independent accreditation and how it removes risk for buyers and builds credibility for BPO providers. Why do African BPOs and emerging markets benefit most from this disruptive approach?Whether you're a BPO operator, an outsourcing buyer, or an industry analyst, this conversation is packed with insights on building trust, transparency, and competitive advantage in the global BPO space.Listen now to discover how accreditation could become the new industry standard.CONTACT DETAILSDavid Neale : Founder and [email protected]: https://www.linkedin.com/company/gbpo-solutions/David Neale. LinkedIn: linkedin.com/in/david-neale-08b80011b

In this episode of Rod's Pod, I sit down with Kobus van der Westhuizen, a true pioneer in South Africa's call centre, contact centre, CRM, customer experience and BPO/GBS, sectors. With a career spanning decades, Kobus has been at the forefront of building, scaling, and transforming businesses. From his early days in tech sales to founding Interact CRM, leading workforce management innovation, and bringing global BPO players into South Africa, his journey is nothing short of remarkable. Key Discussion Points: • How Kobus transitioned from tech sales to South Africa's early call centre boom in the late 80s and early 90s • The founding of Interact CRM and its influence on customer relationship management • The role of workforce management solutions in driving operational efficiency • How he introduced major global BPO players like Aegis to South Africa • The shift towards automation and data-driven decision-making in customer operations: o How Genii Analytics is delivering True Root Cause Analysis for customer interactions o How Gennii Analytics is partnering with Callbi Speech Analytics to create a mile-wide and mile-deep approach to CX insights o Using advanced analytics to bridge the gap between real-time data and actionable intelligence o The future of predictive analytics in BPO and its impact on customer engagement This episode is essential listening for anyone in CX, BPO, GBS and CX technologies—whether you're an industry veteran, a startup founder, or simply interested in how data, automation, and AI shape customer operations.

Welcome to the very first episode of Rod's Pod for 2025! In this engaging and thought-provoking conversation, Rod Jones sits down with Elvis Melia, a global development and economic policy expert, for an insightful discussion on the dynamics of economic growth, the evolution of the BPO and GBS sectors in Africa, and the profound impact of artificial intelligence on global industries. Elvis shares his unique journey from Germany to Canada and back, detailing his academic focus on development economics and the driving forces behind wealth creation in emerging economies. The conversation delves into Africa's potential as a thriving hub for BPO operations, with in-depth discussions on market opportunities in Zimbabwe, Namibia, Mozambique, Mauritius, and Kenya. Rod and Elvis unpack the challenges of infrastructure, political stability, security, and human capital development as critical factors for successful inward investment and job creation. The dialogue takes a compelling turn into the role of AI in shaping the future of BPO and digital services. Elvis offers candid insights into the uncertainties and opportunities AI presents, from automation risks to the importance of equipping Africa's young workforce with future-ready skills. The conversation also explores the ethical considerations of AI adoption and how global policies, like the EU AI Act, aim to regulate its impact. This episode is a must-listen for industry leaders, policymakers, and anyone passionate about economic development, technology, and Africa's growing influence in the global market. Join Rod and Elvis as they navigate the challenges and opportunities shaping the future of work and business across the continent. Subscribe now and stay tuned for more engaging episodes on Rod's Pod!

In this punchy 10-minute episode of Rod'sPod, I sit down with David Rumble, co-founder of The Knowledge Group (tkg) and an advisory board member for CapeBPO, to explore the critical shifts impacting the South African and global BPO/GBS landscape. David unpacks the ripple effects of the UK’s 2024 budget and labour reforms, highlighting why South Africa is perfectly positioned to capitalise on these changes. We discuss right-shoring strategies, the growing appeal of South Africa as a prime outsourcing destination, and how reinvesting cost savings into workforce development can future-proof operations. This fast-paced episode is tailored for professionals navigating the ever-evolving world of CX, BPO, and GBS.

In this episode of Rod’s Pod, we sit down with Dave D'Arcy, founder of Laughing Leadership and a seasoned BPO expert with over 30 years of experience in the customer experience and outsourcing industry. Dave shares invaluable insights and Top 10 Tips for South African BPO executives looking to attract new business from UK buyers. From building strategic relationships to offering deep analytics and focusing on niche sectors, Dave provides actionable advice on how to stand out in the highly competitive UK market. This is a must-listen if you want to grow your BPO business and break into new territories! Highlights from the episode: • How to shift your focus from price-cutting to building long-term partnerships • The importance of leadership development at every level in your organisation • Why South African BPOs should stop apologising for load shedding and focus on resilience • How to differentiate your offering with analytics and business insights Download the full eBook, featuring all of Dave’s Top 10 Tips, here: >>. https://bit.ly/4dAdJGC Bonus: Dave will visit South Africa in November for the BPESA national conference and is available for one-on-one or team meetings. Contact him at [email protected] to schedule a session.

What an adventure! I spent the afternoon with BPO/GBS industry stalwart and long-time professional colleague and social buddy Avesh Singh, in his one-of-a-kind man cave dedicated to the football team that he's more than somewhat passionate about, Liverpool Football Club. While we chatted about the BPO industry and his remarkable career, Avesh prepared a truly amazing lamb curry. This is the first for my Rod's Pod series: A 'Live' fireside chat accompanied by a few beers, and rounded off with a dram or two of Jameson. Please join us. Cheers! About Avesh Singh Avesh Singh is the Senior Vice President for Global Operations at TransUnion, where he leads Business Process Reengineering (BPR), Intelligent Automation, and the Project Management Office (PMO). His role is pivotal in driving global operational efficiencies and continuous improvement, leveraging Lean Six Sigma methodologies for process enhancement. Avesh's extensive experience includes oversight of Global Capability Centres and Shared Services Centres across continents, significantly contributing to the operational excellence at TransUnion. Previously, Avesh has held key positions, including the BPO Executive for Altron Bytes People Solutions and the Group Sales Executive at Clientèle, managing a broad spectrum of sales channels and numerous contact centres. His tenure at Genpact as Vice President and Global Operating Leader saw him managing Shared Service Centre Outsourced Operations in multiple countries, underscoring his global leadership acumen. With a career spanning over 29 years in the contact centre and BPO industry, Avesh's journey began at Sykes in 1998, marking the start of his profound impact on the sector. He's also contributed significantly as a Director on the BPO industry body board in South Africa, demonstrating his commitment to industry excellence. Avesh holds an MBA from the University of Reading (Henley), an ITIL expert certification, and his RE1 FAIS accreditation, reflecting his deep expertise and educational background. LinkedIn: linkedin.com/in/avesh-singh-7b82b91

Audio of the webinar panel discussions held on 12th March 2024 with my guests, Simon Kriss, Mithum Singh and James Guthrie. Dive into the heart of AI's role in customer experience (CX) with our dynamic webinar. This session brings together industry giants to unpack AI's transformative influence in the CX and contact centre landscape. Hear from Simon Kriss of the CX Innovation Institute, James Guthrie of Smartz Solutions, and Mithum Singh from CCI, as they share groundbreaking insights on integrating AI to enhance customer engagement and service delivery. This webinar promises to offer profound, actionable insights under the expert moderation of Rod Jones, a CX, call centre, and BPO veteran. Join us for a session that explores AI’s potential and provides strategies for blending technology with human touch. Secure your spot now and be part of the conversation defining CX's future.

In this episode of Rod'sPod, I'm thrilled to welcome Sadiq Mohammed, a beacon in the contact centre outsourcing industry, who seamlessly transitioned from a solid foundation in corporate finance at leading institutions like HSBC and Lloyds, to becoming a distinguished figure in professional BPO consulting and outsourcing brokerage. Sadiq's voyage into the BPO sphere commenced at Experian, laying the groundwork for a celebrated career dedicated to elevating customer service via outsourcing. His impactful roles at Vertex and The Listening Company highlighted his talent for introducing services that resonate deeply with major UK and international brands, propelling sales from the grassroots to astronomical levels. Presently, through his consultancy, USMAART Ltd, Sadiq expertly guides the outsourcing strategies of prominent names across various sectors while also making significant strides in the Angel Investing arena with remarkable ventures like Purplebricks. Dive into Sadiq's 25-year odyssey of innovation, investment, and wisdom, sharing with us, all while maintaining a fulfilling family life and indulging in his love for golf and football. Offering a masterclass in navigating industry evolutions and making insightful investments, this episode is an essential listen for those eager to forge their unique paths in the BPO landscape and beyond. Contact Details LinkedIn >> linkedin.com/in/sadiq-mohammed-b281293 eMail >> [email protected]

Please join me on Rod'sPod as I sit down with Yaron Assabi, a dynamic entrepreneur whose journey in ICT began over 25 years ago. I've known and worked alongside Yaron for decades, and I can attest to his rare brand of infectious positive energy. From the inception of Digital Solutions Group (DSG) in 1998 to its evolution into a beacon of innovation in relationship marketing solutions, Yaron's visionary leadership has been at the helm. His story goes beyond corporate achievements, delving into the heart of technological evolution. Yaron's resilience amid market shifts is evident in his navigation through milestones like Digital Mall, where he spearheaded pioneering mobile commerce platforms. But his impact extends beyond business success; it resonates with his commitment to shaping ICT strategies for organisations like the Nelson Mandela Foundation. Ventures like BroadBrand showcase Yaron's dedication to addressing diverse mobile marketing needs, while his advocacy for healthy living through initiatives like Chilled 'drama-free' eating reflects his ethos of giving back. Through advisory roles and fostering startups, Yaron's influence reverberates, shaping not just industries but communities. Today, Yaron continues to champion technological innovation, embodying the spirit of entrepreneurship and social responsibility. Tune in to Rod'sPod for an insightful conversation with this trailblazing entrepreneur. Contact Details: https://www.linkedin.com/in/yaronassabi/ https://twitter.com/yaronassabi eMail: [email protected]

Meet Mithum Singh Welcome to another episode of Rod's Pod, where we delve into the dynamic world of Customer Experience (CX) and Artificial Intelligence in contact centres. Today, we're thrilled to have Mithum Singh, the Chief Services Officer at CCI, joining us. With a remarkable 21 years steering the helm of contact centre operations across diverse sectors, Mithum is a vanguard in Business Contact Centre Transitions, Optimisation, and Continuous Improvement. At CCI, Mithum captains a formidable team, expertly navigating the intricacies of strategic support for both burgeoning and established clients. They're at the forefront of implementing pivotal optimisation tactics, indispensable for Business Process Outsourcing (BPO) and captive operations. His role is crucial, orchestrating a symphony of workforce management, quality assurance, and a plethora of specialists in management information, business intelligence, and continuous improvement, all while catering to a global clientele from a central hub. Not just a leader but a celebrated one, Mithum clinched the Global Workforce Management award in 2016, a testament to his prowess, having already bagged both the EMEA and South African accolades. He's not just about the awards; his thoughts have enriched the Dimension Data CX Benchmark Report as a contributing author. In today's chat, Mithum will unravel the art of blending various functions into a cohesive shared services model, sparking a synergy where optimisation thrives. Brace yourself for a deep dive into the ever-evolving contact centre landscape, primarily through the lens of AI. Mithum's insights are a treasure trove for those eager to stay on the cutting edge in our industry. So, sit back, plug in, and get ready for a conversation that promises to be as enlightening as engaging right here on Rod's Pod. Linkedin: linkedin.com/in/mithum-singh eMail: [email protected]

Embark with me on an enlightening audio journey in the fascinating company of the formidable Shelli Ryan in the latest episode of my podcast. Shelli, hailing from Las Vegas, is not only the founder but also the driving force behind Ad Hoc Communication Resources, a globally recognised on-demand marketing services powerhouse in the realms of technology and BPO. Dive into Shelli's fascinating evolution from her initial steps in US call centres to become a vanguard in CX and BPO consulting. Listen in as she divulges her seasoned perspectives on the integration of AI and digital advancements in customer service, shedding light on the often-overlooked aspects of customer expectations and the real-life effects of bot interactions. Our conversation ventures into the depths of the South African and broader African BPO landscapes, dissecting the subtleties and offering Shelli's strategic insights, particularly for those spearheading business development within the BPO sector. Shelli's expertise is globally sought after, with her counsel guiding multidisciplinary teams across continents - from the Americas to Europe, Asia-Pacific, and Africa. As a recognised thought leader in Customer Experience and B2B Outsourcing, her insights are in demand in cities as diverse as Warsaw, Melbourne, Austin, Bogota, London, and Dubai. With a portfolio boasting transformative marketing strategies for over 80 BPOs worldwide, her academic accolades include a master's degree from the University of Oklahoma and an executive education from The Tuck School of Business at Dartmouth through the WBENC program. Shelli is also distinguished as a Fellow of the Public Relations Society of America (PRSA). Join us for this compelling episode where global expertise meets local insights, perfect for anyone keen on navigating the intricate world of BPO and customer experience CONTACT DETAILS Website: https://Adhoccr.com LinkedIn: https://www.linkedin.com/in/shelliryan

Dave D’Arcy is an independent consultant and the Founder and Managing Director of Laughing Leadership (Dave D’Arcy Limited). With over 35 years of experience in customer operations and contact centre business leadership, Dave is an expert in strategic design and delivery, operational excellence, change management and project and program delivery. Dave has vast experience leveraging employee engagement and well-being to deliver first-class customer outcomes, improved CSAT and NPS, sustainable customer retention, increased tenure, and elevated profits. Dave has experience working across industry sectors from Telco and IT through BPO outsourcing to Financial Services and Utilities. He has worked across the world, including Southeast Asia, Africa, Europe, and North America. He has held Senior Director posts in LSE and NYSE-listed global businesses, including RingCentral, Vodafone, and Vonage Holdings. Dave has been globally recognised for his work, receiving the Contactcenterworld.com Global Best Director awards in 2019 and 2020. He was also the EMEA Best Director in 2019. In addition, Dave was voted 2018 Industry Champion and Was a member of the UK Customer Experience Foundation Power 100 in 2023. Contact Details: eMail: [email protected] Website: www.davedarcy.co.uk LinkedIn: https://www.linkedin.com/in/davemdarcy/

Join us on Rod'sPod for an exhilarating episode featuring the trailblazing South African entrepreneur James Guthrie! James ' journey has been remarkable with a career spanning over 35 years, from humble beginnings as a support engineer to his ascension as a call centre CIO and COO. Now, he is the founder of a pioneering omnichannel contact centre platform, Smartz Solutions. His hands-on experience covers the entire spectrum of communications, making him a true maestro in his field. Hear about the birth of Smartz Solutions, born out of the urgent need for a holistic yet affordable omnichannel contact centre solution for the industry. His vision? Empower contact centres with the freedom and prowess to embrace full functionality without financial strain. James's relentless pursuit has been a cornerstone in driving success for numerous businesses. His unique approach—grounded in direct engagement and tangible innovation- sets James apart. He's not just a strategist; he's a hands-on leader known for his impactful presence on the call centre floor. By working closely with agents, team leaders, and operational managers, he has revolutionised CX contact centre software capabilities, making monumental strides in employee engagement and enhancing customer experience. Tune in as we delve into the mind of this revolutionary thinker, a true pioneer reshaping the contact centre landscape. Don't miss this episode of Rod'sPod, where innovation meets inspiration! Contact Details [email protected] linkedin.com/in/james-guthrie-44842514

Mark Mitchell's remarkable commitment to the advancement of business development and operational effectiveness has been a cornerstone of his more than 15-year tenure at Ignition Group. His steadfast dedication and expertise have been pivotal in his ascent to the crucial position of Chief Operating Officer. With Mark at the helm, the Operations Team at Ignition Group has achieved considerable triumphs. Guided by his strategic vision, the team has secured significant contracts with leading content firms, forged substantial global alliances, and created cutting-edge Software as a Service (SaaS) offerings. His vital contributions have been critical in fostering a dynamic, thriving work culture within Ignition CX, setting the stage for continued growth and innovation within the company. Contact Details linkedin.com/in/mark-mitchell-7aa0a9205 [email protected] About The Ignition Group Ignition Group is a technology solutions provider that was established in Durban, South Africa in 2002. Our company was founded by Sean and Don Bergsma, brothers who had a vision of leveraging technology to provide innovative solutions that would improve the lives of people in South Africa and beyond, and who still head up the business today. In our early years, we focused on developing software solutions for the telecommunications industry, including customer relationship management (CRM) systems and billing platforms. As we grew, we expanded our offerings to include a wider range of technology solutions, including traditional Business Process Outsourcing, digital marketing, E-Commerce, and logistics. Today, we are one of the largest technology companies in South Africa, employing over 4,000 people across a range of business units. We have expanded our presence in South Africa with offices in Johannesburg and Cape Town, and internationally, with offices in the United States, the United Kingdom, and Portugal. https://www.ignitiongroup.co.za/

A Super Fired-Up and Focused BPO Entrepreneur Clint Crowster, a dynamic entrepreneur and author, stands at the forefront of innovative business strategies with his flagship venture, askOsca.com. With a passion for empowering individuals and businesses to harness their full potential, Clint has carved a niche in the realm of B2B Marketing and personal development. His entrepreneurial journey is marked by a relentless pursuit of excellence and a commitment to delivering cutting-edge digital and telemarketing experiences. His insightful authorship complements Clint's expertise in the BPO sector. His book, "Super Fired-Up and Focused," encapsulates his philosophy of blending motivation with practical strategies to achieve peak performance in both personal and professional life. In this influential work, he shares a wealth of knowledge, drawing from his own experiences and challenges, to guide readers, especially our youth, on a path of self-discovery and success. A visionary leader, Clint is recognised for his innovative approach and his ability to inspire others to explore new horizons and embrace change. His contributions to the BPO industry, since 2003, B2B Marketing and personal development have made him a respected figure in the industry, motivating many to pursue their dreams with fervour and focus. Contact Details: LinkendIn: linkedin.com/in/clintcrowster Website: https://askosca.com/ eMail: [email protected]

Meet Sean Wright... The man also driving Unlimited BPO2SA Starting his career at The Unlimited in 2007, Sean Wright held various positions within the company before taking on the role of Managing Director of The Unlimited International.  He has been an integral part of the design and execution of the group's International Strategy and has a goal to create an additional 2,000 jobs in the next four years.  As a dedicated leader and multiple award winner, he is personally committed to helping eliminate unemployment in South Africa by providing quality opportunities for all young South Africans and growing and developing future leaders. Contact Details https://www.linkedin.com/in/sean-wright-0b750412/ eMail: [email protected] About The Unlimited The Unlimited is a South African business with global reach. With more than 29 years of experience in providing customised BPO services, The Unlimited is a business driven by a massive transformative purpose of shifting the lives of its people, customers, communities, and partners. https://theunlimited.co.za/

In this special edition I chat with a number of special guests; some of whom attended the recent 2023 BPESA BPO/GBS Conference held in Cape Town between 7th and 9th November. We chatted about the conference, the speakers, the awards, BPO networking and the future prospects of the South African BPO/GBS sector. My guests included: ·       Neville Cousins - BPESA (Future Skills) ·       Debby Webster - Independent Consultant ·        Prof Johan Steyn - Keynote Speaker ·        Andrew Briggs - BPESA UK Brand Ambassador ·        Rael Landau - IntelliBPO ·        Traci Freeman - BPESA (Marketing. Research. People) ·        Yashika Naiker - Rewardsco. Executive: IT & Technology ·        Werner Tenten - Genii Analytics ·        Darryl Foley - ResponseBPO

Clinton Cohen Take a well-seasoned mixologist with an entrepreneurial flair. Add several generous measures of business acumen and a couple of tots of sound, common sense. Add a pinch of adventure. Blend with an amazing combination of great people, sound processes and appropriate technologies and top up with Clinton Cohen’s personal touch of unfettered enthusiasm and energy. It’s a BPO cocktail to delight local and international CX customers. Join me in this particularly energetic edition of Rod’s Pod as I chat with Clinton Cohen, the CEO of the fast-growing iContactBPO operation based here in Johannesburg and having operations in Cape Town and Atlanta. Clinton is well-known in South African and international CX BPO circles, and he is often found at front and centre wherever BPO professionals gather for conferences, workshops or social events. As a BPESAs Gauteng Exco Committee member, Clinton shares my passion for bringing BPO to South Africa. Contact Details: eMail: [email protected] Website: www.icontactbpo.com Phone: +27 83 679 3373

Last week, whilst on my whirlwind visit to the London, I had the privilege of finally meeting co-founder and COO of The Knowledge Group (tkg), Joel Walker face-to-face over a delightful ‘Full English Breakfast’ and perhaps too many cups of coffee. And what an insightful chat it was too. There are few professionals in the BPO/GBS space with more hands-on experience in large-scale contact centre operations and outsourcing. But of greater interest to me is Joel’s unique skills relating to BPO/GBS procurement and ‘deal crafting’. Joel has spent more than 25 years in the customer service and outsourcing sectors, across multiple locations around the world. From an agent in the late 1990’s to global leadership positions, Joel’s last corporate role was as Global Head of Call Centre Procurement for Vodafone where he was responsible for securing in the region of 85,000 agents across 35 countries and dozens of suppliers, driving commercial and contractual innovation. Over the last three years, he has been building The Knowledge Group (tkg), a disruptive sourcing and procurement firm, specialising in delivering outsourcing solutions for clients. Recently, The Knowledge Group merged with Maistro, a procurement technology service provider. Together, the organisations are aligned in connecting buyers to suppliers, harnessing a combination of powerful digital solutions and industry expertise. Joel is a frequent judge and speaker at industry events. Due to his vast experience in constructing innovative customer-led solutions and location attraction strategies, he adds huge value and insight to many discussions about the contact centre and outsourcing industry. Contact Details: LinkedIn: • Joel Walker: https://www.linkedin.com/in/joelwalker/ • The Knowledge Group (tkg): https://www.linkedin.com/company/welovetoknow/ • Maistro: https://www.linkedin.com/company/maistrogroup/ Website: • The Knowledge Group (tkg): https://welovetoknow.com/ • Maistro: https://www.maistro.com/ Contact us: • [email protected]

In this special edition I interview several of the guest speakers immediately after we concluded a Thought Leadership Breakfast Briefing held in The House of Lords, Westminster under the auspices of Lord Nathanael Wei and hosted by The Retail Trust, Sabio and NutunCX on Wednesday 20th September 2023. The subject of the event was "The Retail Sector: The Future of CX, AI Innovation and BPO to South Africa" My guests in this special edition episode of Rod's Pod include: Stuart Dorman - Chief Information Officer - Sabio Group Martin Newman - Managing Director - Customer Service Action Ltd Alistair Niederer - Executive Director - CX Alliance Chris Brooke-Carter - Chief Executive Officer - The Retail Trust David Neale - Chief Growth Officer - Nutun CX Mike Butler - Sales & Marketing Lead. UK - Nutun CX

In this episode I share time with Henriette Potgieter who is one of the most operationally experienced CX contact centre specialists that I have the great pleasure of working with day-to-day. With 20 years’ experience in the field, Henriette has a solid understanding of Contact Centres, with a strong background in customer service and outsourcing. Her experience in the Contact Centre industry ranges from Operations Management to Account Management and Back-Office functions such as Quality Assurance, Project Management, Business Development, Human Resource & Workforce Management, as well as Facilities and Administration. As a Certified COPC Implementation Lead, she has established herself as an operational improvement consultant, specialized in Quality, Business Intelligence, Customer Service, Coaching and Leadership Development. Her aim is to ensure that she always adds value, and she is passionate about the development and implementation of Standard Operating Processes & Procedures and targeted solutions with the aim of overcoming challenges, achieving growth and ensuring continuous improvement. Henriette currently holds the position of Customer Success Executive for Callbi Speech Analytics. She and her team are also responsible for the on-boarding and training of Insights Analyst for well over 120 Callbi customers. Through this very much hands-on experience, Henriette is able to guide Callbi customers on how to use the insights from speech analytics to drive significantly improved Customer Experience, agent performance and compliance. Contact Details eMail: [email protected] LinkedIn: linkedin.com/in/henriette-o-riley-potgieter-a4b52729 Calbi Website: https://callbi.io

In this episode, I sit down for a candid chat with Franco Cotumaccio, a luminary in South Africa's BPO/GBS sector. With an impressive career spanning over two decades in financial services across the UK and South Africa, Franco has been instrumental in shaping many aspects of the industry. Known for his dynamic business acumen and charismatic personality, he has been a driving force in sustainable youth job creation, directly contributing to the generation of over 30,000 jobs in South Africa's CX-BPO/GBS sector. Alongside his business partners, Franco has developed the innovative Shadow Careers youth impact sourcing model. With its unique methodologies and processes, this model is making significant strides in the Western Cape and KwaZulu Natal, and is poised to expand into Gauteng soon. Tune in to learn more about Franco's long-term vision and his transformative impact on job creation and youth employment in South Africa. Watch the Shadow Careers YouTube Video >> https://youtu.be/8--wVhpyxfs CONTACT DETAILS eMail: [email protected] Website: www.shadowcareers.co Mobile: +27 (0) 72 444 8553

In this episode I chat with Alistair Niederer, a highly regarded and experienced CX/BPO executive with specialised knowledge and expertise in the complex field of ESG (Environmental, Social and Governance). ESG is fast becoming a significant component of BPO RFP's and Alister sheds light on how his organisation is assisting both on the buyer and the provider sides of the the global GBS industry. Originally hailing from New Zealand, Alistair Niederer boasts a career enriched in the realms of technology and business services, with a steadfast focus on Business Process Outsourcing (BPO) encompassing both back-office operations and customer experience. Beginning in 2022, Alistair strategically shifted his career trajectory towards ESG (Environmental, Social and Governance) advisory and services for the technology and business service sector, spearheading the establishment of ESG Pathway service (www.esgpathway.net). His intensity lies in advancing the ESG cause, aiding enterprises in integrating ESG management platforms that enhance the spectrum of ESG standards, certifications, and reporting prerequisites. Contact details: eMail : [email protected] Linkedin : linkedin.com/in/aniederer Website: www.esgpathway.net

Cheryl Paarwater is not just a seasoned entrepreneur; she's a visionary who started her call centre and BPO business from the ground up. With 25 years in sales, marketing, and operations management, she's grown Enerlytics & Call Lab BPO into a respected name in the South African call centre and BPO community. But Cheryl's influence extends far beyond business success. She's a champion for inclusivity, recently employing a team of Deaf agents to handle text-based chat support, demonstrating that talent knows no boundaries. This innovative approach has not only transformed the lives of her agents but reverberated positively throughout the greater community. Currently mastering her Executive MBA at UCT Graduate School of Business, Cheryl also contributes as a Board Member at Tygerberg Hospice and Advisory Board Member at CapeBPO. Join me for an inspiring conversation with Cheryl, whose infectious energy, pioneering spirit, and dedication to excellence are making a phenomenal impact in both business and society. Contact Details: eMail: [email protected] Website: https://call-lab.com/ Linkedin: linkedin.com/in/cheryl-paarwater

A journey begun with remarkable courage and determination, Rinos Mautsa's story is one of passion and vision. As a young Zimbabwean, freshly graduated, he set forth to earn a degree, an MBA, and most recently, a PhD, all within a span of 15 years. But his academic achievements only scratch the surface. Rinos' true impact lies in founding the Contact Centre Association of Zimbabwe (CCAZ), an initiative that has been the driving force behind the growth of Zimbabwe's contact center industry, now employing roughly 35,000 agents. With a sharp focus on the BPO sector, the CCAZ is poised for massive international expansion, placing Zimbabwe at the forefront of global business service outsourcing. Simultaneously, Rinos and his team have systematically developed the Chartered Institute of Customer Management (CICM). This organization is not merely a training body; it's a commitment to professionalizing the customer service sector. With a presence in 9 African countries and expansion planned later in 2023, The CICM symbolizes excellence in skills development and professional integrity. Beyond these accomplishments, Rinos has diversified his efforts, founding a successful contact center and business services technology company and a fast-growing construction and civil engineering firm. His influence stretches across industries, showcasing the power of vision, innovation and leadership. Lastly, his inspirational book, “The Will of Time,” has already resonated with over 20,000 readers. This literary success mirrors his journey - a testament to the extraordinary willpower that shapes both business and personal success. Contact Details: Email : [email protected] Linkedin : linkedin.com/in/rinos-mautsa-8b97b424 CCAZ: https://www.linkedin.com/company/contact-centre-association-of-zimbabwe-ccaz/ CICM: https://www.linkedin.com/company/chartered-institute-of-customer-management/ Tech 24: http://www.tech24group.com/ Pico Construction: https://piccoconstruction.com/

In this episode I chat with the highly respected Australian CX and contact centre analyst, strategic advisor, consultant and prolific author and podcaster, Simon Kriss. We first met well over 25 years ago and we chatted about how the contact centre industry has taken us both to many exotic (and no-so-exotic!) parts of the world. We spent quite a lot of time talking about Simon’s recently published book “The AI Empowered Customer Experience; a practical guide for CX practitioners – the possibilities and the risks.” The book is 100% up to date and current. It was written and produced in a record-breaking 4 weeks and published early in July 2023. It really is a very useful ‘How to Do Ai Handbook’. South African BPO Operators will also be interested to hear Simon’s take on how CX operational costs in Australia are rising significancy against the reality of shrinking corporate budgets. This could be good news for outsourcing CX/BPO to South Africa. (Perhaps we can convince Simon to come out to South Africa for a quick visit to share his industry knowledge and provide valuable guidelines to BPOs looking to Australia for new business?) About Simon Kriss Simon is the Chief Innovation Officer for the CX Innovation Institute and is based in Melbourne, Australia. Simon is a customer experience futurologist and thought leader who works with company boards and C-suite executives on transformation of customer experience. Simon’s career in CX spans over 30 years and across the globe, having managed operations in Australia, New Zealand, Hong Kong, China, India, Poland, Ireland, UK, Malaysia, Singapore, Pakistan, Philippines, Indonesia, Japan, Canada and USA. Simon holds a Masters in Viticulture and Wine Technology from the University of Melbourne, a Certificate of Disruptive Strategy from the Harvard Business School and is a Graduate of the Australian Institute of Company Directors. He is also a lifetime member of the Auscontact Association. You can connect with Simon at: www.linkedin.com/in/simonkriss About Simon’s Book In “The AI Empowered Customer Experience”, Simon Kriss masterfully demystifies the complex world of AI, translating jargon into accessible language for the lay reader. It’s a testament to Kriss’ ability to present dense material with an engaging style, building bridges between technological advancements and real-world applications. The book also stands out for its focus on both the potential and pitfalls of AI. A particular standout aspect is Kriss’ balanced portrayal of AI’s impact on jobs, presenting an objective view that debunks fear-inducing myths while emphasizing the importance of adaptability in this new AI-empowered landscape. “The AI Empowered Customer Experience” is a must-read for anyone interested in leveraging AI for their business. This guide will put you on the path to your first (or next) business-driven AI project with confidence, understanding and a few handy hints from the people creating this exciting technology. “The AI Empowered Customer Experience” by Simon Kriss is available on Amazon.com in both paperback and Kindle format.

Episode # 7 In this episode, I chat with Michelle Clifford about her career journey from graduating with a degree in Speech and Language Pathology to her practical experience working in the UK and then as a call centre manager for a leading South African BPO in the early 2000s and later becoming a highly acclaimed specialist in the field of contact centre management and agent training. Michelle shares her knowledge about language and accents and the importance of training and neutralising accents to improve contact centre customer communications. Michelle Clifford holds a BSc Honours degree in Speech and Language Pathology from the University of Cape Town Medical School. She also spent over 5 years as a call centre manager for a leading BPO before specialising in contact centre training and management consulting. Her unique experience and expertise led Michelle to form Accent Labs, an online and assisted accent neutralisation and training company specialising in preparing South African agents for international BPO work. Michelle is also a registered Assessor and Moderator for the Contact Centre Industry and Skills Development Facilitator (SDF) with the Services SETA. Contact Details: [email protected] http://www.clifford.co.za/ https://accentlab.co.za/

In this episode, I chat with Mark Angus, CEO of GBS World, as we look back on over two decades of the growth of the South African BPO sector and into what appears to be a flourishing future for the industry. Mark also shares his views on the overall growth of the greater African BPO/GBS industry and his insights based on GBS World's up-to-the-minute research covering 26 African countries. (Free copies of the abridged version of this valuable report (Values at $297) for listeners of Rod's For more information about the African GBS Market Report and how to get your FREE copy (Worth $297) of the abridged version, please email me at [email protected] and also visit https://gbs.world/ ------------------------------------------------------------------------------ Mark Angus is the CEO, Researcher & Strategist of Genesis Global Business Services a global-to-local research, consulting and strategy firm. Mark is also the Founding Partner of The World Source Marketplace for Global Business Services (GBS.World) a global marketplace that enables business buyers to select, setup and supervise outsourced business process services with suppliers in offshore/nearshore locations, backed by the latest research and analytics. - Founding Partner of The World Source Marketplace for Global Business Services (https://gbs.world). - CEO, Researcher & Strategist of Genesis Global Business Services Over 27 years experience providing global research, advisory and thought leadership services. This includes business, trade and investment research, market intelligence, industry research, commissioned qualitative and quantitative surveys, benchmarking and profiling surveys that provide forward-looking, strategically-relevant insights for buyers and sellers of global business services (GBS). My research and advisory expertise spans digital-and IT-enabled services, business process outsourcing (BPO), business process services (BPS), finance & accounting (F&A), human resource outsourcing (HRO), procurement services, legal services, learning services outsourcing (LSO), digital and IT outsourcing (ITO), employee experience (EX), customer experience (CX) and broader human experience (HX). Contact Details: [email protected] https://gbs.world/ https://genesisgbs.com/

I’ve called this episode "A Chip Off the Old Block", featuring my son Evan Jones, a seasoned industry professional with over 20 years of unparalleled experience in call centres, contact centres, BPO operations, and at the helm of several high-impact youth employment initiatives. His career journey has been remarkable and pivotal in shaping the future of digital skill development in South Africa and globally. In this exclusive interview, we unravel: • How Evan's unique expertise is catalysing Impact Sourcing on a grand scale. • The key moments that have shaped his illustrious career. • Evan's unwavering passion for youth employment and Impact Sourcing - an innovative practice empowering the youth with meaningful job opportunities. • His role in bridging the digital divide, nurturing a workforce that's future-ready. Get ready to delve into the transformative power of digital skills, the potential of Impact Sourcing, and the significant role they play in youth employment. Listen to this episode, share it with your network, and don't forget to subscribe to Rod's Pod for more insightful conversations!

In this captivating episode, I had the pleasure of engaging in a thought-provoking conversation with Mark Hillary, a renowned writer, analyst, and podcaster who has established himself as a prominent figure in the global CX BPO industry. During our discussion, we delved into the fascinating realms of human language, captivating narratives, and the profound impact of AI technologies on the CX industry and the broader global community. Hailing from São Paulo, Brazil, Mark brings a wealth of experience and expertise to the table. Originally a technology director, he has successfully transitioned into a multifaceted career as a communication adviser, author, and podcaster. With an impressive repertoire of 23 published books exploring the future of technology and CX, Mark consistently contributes to media debates, offers invaluable guidance to corporate leaders, and discreetly ghostwrites content for numerous esteemed global CEOs. Notably, Mark is the co-producer of the highly acclaimed CX Files podcast, a collaborative effort with leading CX BPO analyst Peter Ryan. This dynamic podcast, released on a weekly basis, features captivating conversations with distinguished analysts and executives, all centred around the art of managing Customer Experience (CX). It comes as no surprise that CX Files has earned its place among the top 5% of all downloaded podcasts across major platforms, attesting to its popularity and impact. Join us in this episode as we explore the intricate interplay between human stories, cutting-edge AI technologies, and the rapidly evolving CX landscape. Get ready to gain unique insights and expand your horizons on the future of CX and its implications for the world at large. More Information: linkedin.com/in/markhillary [email protected] https://carnabysp.com 

Step right up and put on your best cowboy hat because we've got a special guest for you on today's podcast! Get ready to meet the legendary Mr. Rod Jones, affectionately known as the Grandaddy of the call centre industry in South Africa. With a mischievous smile and a carefully crafted rose made from a red serviette, Rod's unmistakable charm and wit are sure to make you shout, "That's him!" In this episode, we're flipping the script, placing Rod on the other side of the mic and peeling back the layers to discover what makes him tick beneath that iconic hat. Join me on a journey through magic tricks, loyalty programs, world-class call centres, and even the top African airlines. We'll explore the standards that set the industry abuzz and venture into the realm of Angel Clubs. And hey, we won't forget to indulge in some delightful conversation about food and whiskey too! Prepare to be inspired as Rod shares the secrets behind his unwavering passion and enthusiasm for the call centre and BPO sector, spanning countless decades. You'll witness firsthand his incredible generosity, sprinkled with just the right amount of mischief. So sit back, relax, and tune in to this delightful conversation with a true industry legend. Get ready to be captivated by the one and only Mr. Rod Jones. Yeehaw!

In this episode, I chat with David Neale and Mike Butler of Nutun CX BPO about the organisation's One Agent- One Child initiative in association with Mellon Educate. In a nutshell, for every agent Nutun employs, the organisation will provide literacy training for one child through the Mellon Educate programme and a growing network of over 40 schools. For more information: https://www.nutun.com/ https://melloneducate.com/ David Neale: [email protected] Mike Butler: [email protected]

Situated in the vibrant city of Montreal, Canada, Peter Ryan is widely celebrated for his remarkable insights and profound understanding of the dynamic trends shaping the ever-evolving business process outsourcing (BPO) industry. Widely acknowledged as one of the most influential analysts and subject matter experts in this field, his consulting practice is respected for its exceptional ability to provide astute advisory services, comprehensive surveys, and meticulously researched reports. His passion and unparalleled understanding of the industry position him as an unrivalled authority in navigating the intricacies of emerging CX delivery models, as well as the transformative forces of nearshoring and offshoring. See >> https://ryanadvisory.com/ and >> https://www.linkedin.com/in/peter-ryan-montreal/