Matt Fry - eClerx - Culture Is 50/50: Why Clients Can't Blame the BPO
In this episode of CX Files, Mark Hillary talks to Matt Fry, SVP for AI, CX and Digital Transformation at eClerx and publisher of The CX Marketplace, about why culture cannot simply be outsourced.
Inspired by Matt's Substack article Culture Cannot Be Outsourced, the conversation explores why successful CX partnerships require shared responsibility between clients and BPO providers. They discuss culture during the RFP process, employee engagement and attrition, the importance of client involvement, and how relationships can move beyond SLAs and penalties toward shared ownership of the customer…
The skinny
The skinny isn't ready yet — notes appear once the transcript is processed.