Mark Zucker is the Co-Founder of MCVO Talent Outsourcing. He is based in Chicago, Illinois.

Mark shares his journey from founding a wedding album manufacturing company (almost 30 years ago) to starting MCVO, which specializes in helping small businesses in North America. He highlights the benefits of the Philippines as a BPO destination, citing its respectful culture, strong English proficiency, and service-oriented mindset. Zucker emphasizes the importance of understanding client needs, maintaining client relationships, and providing simplified pricing models. He advises entrepreneurs to seek knowledgeable, involved partners and to consider the feasibility of outsourcing tasks.

Mark talked to Peter Ryan about his journey as an entrepreneur and the specific needs of smaller companies when outsourcing.

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

https://www.mcvotalent.com/

Martin Hill-Wilson is the founder of Brainfood Training and Brainfood Consulting. He is based in Milton Keynes, close to London, UK.

Martin has a long history as a leader inside the CX and BPO industry. For the past 15 years he has focused on strategy consulting and advising on CX leadership and culture. Brainfood Training is a more recent focus on helping non-technical teams to understand the implications of and opportunities for the use of AI - particulary for CX teams.

Brainfood Training is focused on helping people understand what AI can really do - not just repeating the hype from the media.

In this conversation with Mark Hillary, Martin talks about his experience talking about and training CX teams on how AI can be used and where it is already possible to find real use cases - how is AI really being used to improve CX?

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

https://brainfoodtraining.com/

Michael Aronowitz is the Senior Vice President of Revenue Growth at VXI Global Solutions. He is based in Miami, Florida.

Mark Hillary called Michael to discuss the importance of turning contact centers from cost centers to profit centers, emphasizing the need for revenue generation through customer interactions.

Michael highlights VXI's success in winning three Stevie awards for retention, win-back, upsell, and cross-sell. Michael stresses the significance of the human touch in customer interactions, leveraging AI for training and recruitment, and the importance of blending sales and service roles.

He argues that companies should focus on driving revenue per interaction and maintaining customer loyalty through personalized service.

Many business journals talk about turning the contact center into a profit center, but in this conversation Michael gives his thoughts on how to really make it happen...

http://vxi.com/

https://www.linkedin.com/in/michael-aronowitz/