Jessica Pleffken and Ana Marvulle - P&M Marketing - No One Outsources to a Company They've Never Heard Of
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Jessica Pleffken and Ana Marvulle - P&M Marketing - No One Outsources to a Company They've Never Heard Of
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Jessica Pleffken is the founder and CEO of Pleffken & Marvulle Marketing. Ana Marvulle is co-founder and managing partner. Jessica and Ana both have a long history working inside CX and BPO companies and now their specialist marketing company advises companies working in the CX environment. Both Jessica and Ana are based in São Paulo, Brazil.
Jessica and Ana explain why the traditional separation between marketing and sales no longer works. BPO buyers now conduct extensive research before contacting a provider, using LinkedIn, client referrals and AI platforms such as ChatGPT, Claude and Perplexity to compare companies and build shortlists. Marketing must therefore do more than generate leads: it must establish trust, demonstrate operational capability and ensure that the company presents a clear, consistent and credible story across its website, content, sales materials and public reputation.
The conversation explores how sales, marketing and operations can work as a single growth system with shared priorities and metrics. Jessica and Ana also argue that BPO companies need stronger client advocacy, genuine case studies and evidence of results rather than generic claims. Their final advice is simple: write for customers rather than industry peers, avoid unnecessary jargon and explain clearly what the company actually does. In an AI-driven buying environment, the providers that communicate with the greatest clarity and credibility will be the easiest to discover - and the easiest to trust.
https://www.linkedin.com/in/jessicapleffken/
https://www.linkedin.com/in/ana-carvalhom/
https://www.linkedin.com/company/pleffken-marvulle-marketing-bpo
https://www.linkedin.com/pulse/one-outsources-company-theyve-never-heard-jessica-pleffken-hosti-1na9f/
Summary:
Mark Hillary and Peter Ryan discuss the evolving landscape of customer experience (CX) and marketing in the business process outsourcing (BPO) industry. They highlight the importance of integrating marketing and sales due to changes in client behavior, particularly the increased use of AI for shortlisting BPOs. Jessica Pleffken and Anna Marvulle from P&M Marketing in São Paulo emphasize the need for a unified growth system, shared metrics, and simple, clear communication to build trust and credibility. They stress the importance of aligning marketing and sales strategies, understanding client needs, and maintaining consistent messaging to enhance brand reputation and client acquisition.