Ted Nardin is the VP of Customer Success & Value Add at Teleperformance Jamaica.

Ted has spent years researching CX. He recently joined Teleperformance and Mark saw a LinkedIn update with this new job title focusing on customer success and value add.

Mark called Ted to discuss this idea. How can BPOs put business success on the table and talk to clients about how to add value in the customer relationship - rather than the usual focus on the cost to serve customers?

What more can companies get from all those customer interactions?

https://www.linkedin.com/in/tnardin/

https://teleperformance.com/

John Dinardo is the CEO and president of Nordia, a Canadian CX specialist with over 10,000 employees on the team. Nordia is the largest BPO in Canada.

Peter Ryan and John are both based in Montreal, so this is a local Canadian edition.

Bell Canada created Nordia back in 1999, but a quarter of a century on they are now looking at many new opportuntiies and areas of business. John talked about expansion beyond Canada and also about the complexities of managing customer service processes in both English and French.

https://www.linkedin.com/in/john-dinardo-nordia/

https://www.fr.nordia.ca/

Vidya Ravichandran is the CEO of UnifyCX. She is based in Louisville, Kentucky, USA.

In this conversation with Peter Ryan, Vidya talks about the evolution of GlowTouch Technologies into UnifyCX, how technology is changing the BPO industry, and how CX and BPO is evolving as technology solutions become more integral to customer interactions.

As customers demand more complex solutions the BPO community is adopting or building different tech solutions - using AI in particular. But should BPOs buy off-the-shelf tools or create their own and attempt to lead their sector? In this conversation Vidya talks about how BPO is evolving and how the new brand wants to be seen as a CX leader.

https://www.linkedin.com/in/vidya-ravichandran-53423b2/

https://www.unifycx.com/