Thought leadership

The Summit in London featured speakers from around the globe and was chaired by Mike Havard a recognised world expert in the field of customer services outsourcing, who set the outcomes partnership scene against a backcloth of the savvy digitally connected consumer of today.

Opening keynote speaker Peter Ryan lead BPO analyst at Ovum pointed the way to a bright future for the sector based on the need for customer insight within outsourcing partnerships. His views were echoed by Luke Mills MD UK communications media and marketing at Accenture.

The Summit, sponsored by Mindpearl, Interactive Intelligence, Ember and Sensee also included case studies from the BBC, Shop Direct, Rank Interactive and the NHS plus sessions on social media, the benefits of home working within outsourcing and international perspectives from territories including the fast growing LatinAmerica region.

There was also a lively session on choosing an outsourcing partner and a panel debate looking at the key issues raised closed an excellent day.



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