Amanda Quinn is the Founder and Principal of Quinn Growth Advisors.

She is based in Raleigh, North Carolina, USA.

In this conversation with Peter Ryan, Amanda talks about her work advising BPOs on how to build growth and develop a sales pipeline. Amanda advises focusing on deep expertise and specialization, rather than claiming to offer every single service and excelling at none of them.

How can BPOs compete and leverage technology to improve what they offer to clients?

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

https://quinngrowthadvisors.com/

SUMMARY:

Mark Hillary and Peter Ryan discuss the challenges faced by BPOs (Business Process Outsourcing) in the market, emphasizing the need for specialization over generalism. They highlight the inefficiencies of BPOs claiming to offer a wide range of services without excelling in any. Amanda Quinn, founder of Quinn Growth Advisors, is introduced as a guest who advocates for BPOs to focus on niche markets and develop deep expertise. Quinn advises BPOs to identify their strengths through internal stakeholder meetings and client feedback, and to expand by adding related services or industries. She also stresses the importance of charging for value-added services and leveraging technology to enhance service delivery.

Mike Ortegon is a customer solutions director at Yoummday. He is an American based in London and he has a focus on the global travel industry - with a long track record of leadership roles in travel companies.

Mark Hillary called Mike to talk about travel. How has it recovered since the pandemic? What trends are travel companies seeing that are new for the 2020s? Are travel companies becoming more proactive in their approach to the customer experience? Why are some people around the world protesting that there is too much tourism now?

Mike talked about all these issues and explored how the customer experience is integral to ensuring that customers enjoy their travel and also want to remain loyal to the hotel/airline/travel agency they are using...

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

https://www.yoummday.com/

SUMMARY

Mark Hillary and Peter Ryan discuss the evolving travel industry with Mike Ortegon, a customer solutions director at Yoummday. They explore the impact of anti-tourism protests, the rise of multi-generational travel, and the shift from reactive to proactive customer service. Ortegon highlights the importance of automation, local experiences, and inclusivity, noting that 50% of travelers now take more than one trip annually. He also emphasizes the need for travel companies to balance technology with human touch, especially for Gen Z, and to address accessibility challenges for travelers with mobility issues. The conversation underscores the industry's focus on enhancing customer experiences and adapting to changing travel behaviors.

Jon Florence is the SVP of Industry Solutions at Xima Software. He is based in South Jordan, Utah.

Xima is a contact center software company that is focused on AI solutions.

Peter Ryan called Jon to discuss AI in CX. Beyond the hype, how can companies managing their own CX and BPOs all benefit from the use of AI in the contact center? What are the genuine and practical use cases that move the dial and which claims are just hype?

What can you really do with AI today?

https://www.linkedin.com/in/jon-florence-67019a79/

https://ximasoftware.com/

SUMMARY:

Mark Hillary and Peter Ryan introduce Jon Florence, SVP of Industry Solutions at Xima Software. Jon explains his role in integrating AI into customer experience solutions. They delve into the hype cycle of AI, comparing it to the VoIP boom, and emphasize the importance of understanding business needs before implementing AI. Jon advises starting with simple AI tools like speech analytics and messaging bots, and stresses the need for certified integrations. He also highlights the importance of testing AI capabilities and ensuring long-term vendor stability to avoid future consolidation issues.