Joanne Morrison is the founder of Outmarket. She is based in Toronto, Canada.

Outmarket is a specialist marketing agency that is focused on BPO and CX companies.

Telling potential customers about your services has always been important, but as BPO gets more complex, more international, and AI changes how marketing can function, it is more important than ever to get great advice.

Peter Ryan called Joanne to talk about these changes and her advice for marketing in CX in the 2020s.

https://www.linkedin.com/in/joanne-morrison-52299711/

https://www.outmarketbpo.com/

SUMMARY:

Mark Hillary and Peter Ryan discuss the challenges and mistakes in BPO marketing with Joanne Morrison, founder of Outmarket. Joanne highlights underinvestment in marketing, with typical BPO budgets being a fraction of the 2-8% recommended for B2B services. She emphasizes the importance of diversifying marketing efforts and leveraging AI beyond content creation. Joanne also stresses the need for effective post-event follow-up and risk-taking to stand out in a competitive market. She advises using AI for backend tasks like coding and research to improve efficiency and differentiation.

Miguel Familia is the CEO and co-founder of Wise BPO. He is based between the Dominican Republic and St. Petersburg, Florida, USA.

Miguel has a long history in CX, but one year ago he decided to create a new BPO brand - serving clients from the Dominican Republic.

Peter called Miguel to learn about his story of creating a new CX brand, his background in this industry, the advantages of the DR, and his vision for the future of CX.

https://www.linkedin.com/in/miguel-familia-b0b37812/

https://wisebp.com/

SUMMARY:

Mark Hillary and Peter Ryan introduce Miguel Familia, CEO and co-founder of Wise BPO in the Dominican Republic. Miguel shares his journey from starting in BPO at 17 to establishing Wise BPO, emphasizing the importance of people over technology in customer service. He highlights the challenges of securing initial business deals and the success of engaging with new prospects. Miguel advises budding entrepreneurs to be genuine in their interactions.

This week we have a group of CX and BPO experts who recently visited Georgia. This nation of 3.6m people is positioned on the Black Sea, at the intersection of Europe and Asia, and is working hard to position itself as an attractive destination for CX and BPO sourcing.

Peter Ryan talked to people who travelled with him to visit Georgia this year to explore questions such as the ease of doing business there, the opportunity for multilingual CX, and how Georgia is attracting more digital and high-tech talent.

Featured in the discussion:

Elona Ymeri

Service Delivery Manager, Assist Digital

Tirana, Albania

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

Traci Freeman

Managing Member, Believe Consulting

Johannesburg, South Africa

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

Jasen Shirley

Head of Customer Service and Sales, North America/Canada, SIXT

Riverview, Florida, US

https://www.linkedin.com/in/jasen-shirley-688a651b8/

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https://www.investingeorgia.org/

https://www.linkedin.com/company/enterprisegeorgia/

https://www.enterprisegeorgia.gov.ge/

SUMMARY:

Mark Hillary and Peter Ryan discuss a recent visit to Georgia sponsored by Enterprise Georgia, highlighting the country's potential as a CX and BPO destination. The trip involved 15 stakeholders, including Jason Shirley, Ilona, and Tracy Freeman, who all shared their impressions in the discussion. Key points include Georgia's cultural alignment with the West, fast internet, co-working spaces, and ease of business setup. The Government Services Center was praised for its efficiency and customer service. The discussion also touched on Georgia's multilingual workforce, advanced skills, and the potential for complex services. Comparisons with Jamaica and other established BPO destinations were made, emphasizing Georgia's readiness for higher-value outsourcing.