Rod'sPod CX and BPO

In this deeply engaging episode, I’m joined by Adam Craker – CEO of iqbusiness and a defining figure in SouthAfrica’s contact centre and consulting space. We take a nostalgic journey through the early days of Merchants under Dimension Data, explore the rise of iqbusiness as the country's leading digital integrator, and take a powerfulturn into civic purpose with Adam’s co-founding of JozI my Jozi – a visionary movement to restore pride and economic momentum to Johannesburg’s inner city. A conversation about legacy, leadership, and how business can become a true agent of social change.jozimyjozi.comlinkedin.com/in/adamcraker

In this episode of Rod's Pod, I sit down with one of South Africa’s most quietly formidable figures in the contact centre and BPO space – Mark Essey, Founder of Debt-IN and Co-Founder of what is now Custom Connect South Africa.We trace Mark’s unconventional career path – from steel yards in Krugersdorp to stockbroking, debt collections, and eventually, the launch of a cross-continental BPO operation. Along the way, he shares the highs, lows, and headwinds that shaped his transition from local debt recovery to running multi-lingual offshore contact centre services for European and US clients.This one’s packed with wisdom for operators, founders, and CX leaders alike:• Navigating the financial realities of launching a BPO• Transitioning from collections to customer service• Language resourcing and nearshore expansion• Compliance, tech stack strategies, and the real role of AI• And why impact sourcing isn't just good policy – it’s good businessWe also reflect on the recent CXOutsourcers Mindshare event in Munich, trade war jitters, and the vital importance of never burning bridges in this industry.Mark’s story is a testament to grit, agility, and finding the human heartbeat in every interaction.linkedin.com/in/[email protected]

In this episode of Rod’s Pod, I sit down with David Neale, a seasoned BPO leader, to discuss his groundbreaking new venture—a first-of-its-kind independent BPO accreditation model.What’s in this episode? The origin story of David’s venture and why the traditional BPO model needs a shake-up. How his Golden Triangle approach combines client needs, operational delivery, and sales strategy. The problems with traditional BPO brokers and consultants—and why his model differs. The value of independent accreditation and how it removes risk for buyers and builds credibility for BPO providers. Why do African BPOs and emerging markets benefit most from this disruptive approach?Whether you're a BPO operator, an outsourcing buyer, or an industry analyst, this conversation is packed with insights on building trust, transparency, and competitive advantage in the global BPO space.Listen now to discover how accreditation could become the new industry standard.CONTACT DETAILSDavid Neale : Founder and [email protected]: https://www.linkedin.com/company/gbpo-solutions/David Neale. LinkedIn: linkedin.com/in/david-neale-08b80011b

In this episode of Rod's Pod, I sit down with Kobus van der Westhuizen, a true pioneer in South Africa's call centre, contact centre, CRM, customer experience and BPO/GBS, sectors. With a career spanning decades, Kobus has been at the forefront of building, scaling, and transforming businesses. From his early days in tech sales to founding Interact CRM, leading workforce management innovation, and bringing global BPO players into South Africa, his journey is nothing short of remarkable. Key Discussion Points: • How Kobus transitioned from tech sales to South Africa's early call centre boom in the late 80s and early 90s • The founding of Interact CRM and its influence on customer relationship management • The role of workforce management solutions in driving operational efficiency • How he introduced major global BPO players like Aegis to South Africa • The shift towards automation and data-driven decision-making in customer operations: o How Genii Analytics is delivering True Root Cause Analysis for customer interactions o How Gennii Analytics is partnering with Callbi Speech Analytics to create a mile-wide and mile-deep approach to CX insights o Using advanced analytics to bridge the gap between real-time data and actionable intelligence o The future of predictive analytics in BPO and its impact on customer engagement This episode is essential listening for anyone in CX, BPO, GBS and CX technologies—whether you're an industry veteran, a startup founder, or simply interested in how data, automation, and AI shape customer operations.

Welcome to the very first episode of Rod's Pod for 2025! In this engaging and thought-provoking conversation, Rod Jones sits down with Elvis Melia, a global development and economic policy expert, for an insightful discussion on the dynamics of economic growth, the evolution of the BPO and GBS sectors in Africa, and the profound impact of artificial intelligence on global industries. Elvis shares his unique journey from Germany to Canada and back, detailing his academic focus on development economics and the driving forces behind wealth creation in emerging economies. The conversation delves into Africa's potential as a thriving hub for BPO operations, with in-depth discussions on market opportunities in Zimbabwe, Namibia, Mozambique, Mauritius, and Kenya. Rod and Elvis unpack the challenges of infrastructure, political stability, security, and human capital development as critical factors for successful inward investment and job creation. The dialogue takes a compelling turn into the role of AI in shaping the future of BPO and digital services. Elvis offers candid insights into the uncertainties and opportunities AI presents, from automation risks to the importance of equipping Africa's young workforce with future-ready skills. The conversation also explores the ethical considerations of AI adoption and how global policies, like the EU AI Act, aim to regulate its impact. This episode is a must-listen for industry leaders, policymakers, and anyone passionate about economic development, technology, and Africa's growing influence in the global market. Join Rod and Elvis as they navigate the challenges and opportunities shaping the future of work and business across the continent. Subscribe now and stay tuned for more engaging episodes on Rod's Pod!

In this punchy 10-minute episode of Rod'sPod, I sit down with David Rumble, co-founder of The Knowledge Group (tkg) and an advisory board member for CapeBPO, to explore the critical shifts impacting the South African and global BPO/GBS landscape. David unpacks the ripple effects of the UK’s 2024 budget and labour reforms, highlighting why South Africa is perfectly positioned to capitalise on these changes. We discuss right-shoring strategies, the growing appeal of South Africa as a prime outsourcing destination, and how reinvesting cost savings into workforce development can future-proof operations. This fast-paced episode is tailored for professionals navigating the ever-evolving world of CX, BPO, and GBS.

In this episode of Rod’s Pod, we sit down with Dave D'Arcy, founder of Laughing Leadership and a seasoned BPO expert with over 30 years of experience in the customer experience and outsourcing industry. Dave shares invaluable insights and Top 10 Tips for South African BPO executives looking to attract new business from UK buyers. From building strategic relationships to offering deep analytics and focusing on niche sectors, Dave provides actionable advice on how to stand out in the highly competitive UK market. This is a must-listen if you want to grow your BPO business and break into new territories! Highlights from the episode: • How to shift your focus from price-cutting to building long-term partnerships • The importance of leadership development at every level in your organisation • Why South African BPOs should stop apologising for load shedding and focus on resilience • How to differentiate your offering with analytics and business insights Download the full eBook, featuring all of Dave’s Top 10 Tips, here: >>. https://bit.ly/4dAdJGC Bonus: Dave will visit South Africa in November for the BPESA national conference and is available for one-on-one or team meetings. Contact him at [email protected] to schedule a session.

What an adventure! I spent the afternoon with BPO/GBS industry stalwart and long-time professional colleague and social buddy Avesh Singh, in his one-of-a-kind man cave dedicated to the football team that he's more than somewhat passionate about, Liverpool Football Club. While we chatted about the BPO industry and his remarkable career, Avesh prepared a truly amazing lamb curry. This is the first for my Rod's Pod series: A 'Live' fireside chat accompanied by a few beers, and rounded off with a dram or two of Jameson. Please join us. Cheers! About Avesh Singh Avesh Singh is the Senior Vice President for Global Operations at TransUnion, where he leads Business Process Reengineering (BPR), Intelligent Automation, and the Project Management Office (PMO). His role is pivotal in driving global operational efficiencies and continuous improvement, leveraging Lean Six Sigma methodologies for process enhancement. Avesh's extensive experience includes oversight of Global Capability Centres and Shared Services Centres across continents, significantly contributing to the operational excellence at TransUnion. Previously, Avesh has held key positions, including the BPO Executive for Altron Bytes People Solutions and the Group Sales Executive at Clientèle, managing a broad spectrum of sales channels and numerous contact centres. His tenure at Genpact as Vice President and Global Operating Leader saw him managing Shared Service Centre Outsourced Operations in multiple countries, underscoring his global leadership acumen. With a career spanning over 29 years in the contact centre and BPO industry, Avesh's journey began at Sykes in 1998, marking the start of his profound impact on the sector. He's also contributed significantly as a Director on the BPO industry body board in South Africa, demonstrating his commitment to industry excellence. Avesh holds an MBA from the University of Reading (Henley), an ITIL expert certification, and his RE1 FAIS accreditation, reflecting his deep expertise and educational background. LinkedIn: linkedin.com/in/avesh-singh-7b82b91

Audio of the webinar panel discussions held on 12th March 2024 with my guests, Simon Kriss, Mithum Singh and James Guthrie. Dive into the heart of AI's role in customer experience (CX) with our dynamic webinar. This session brings together industry giants to unpack AI's transformative influence in the CX and contact centre landscape. Hear from Simon Kriss of the CX Innovation Institute, James Guthrie of Smartz Solutions, and Mithum Singh from CCI, as they share groundbreaking insights on integrating AI to enhance customer engagement and service delivery. This webinar promises to offer profound, actionable insights under the expert moderation of Rod Jones, a CX, call centre, and BPO veteran. Join us for a session that explores AI’s potential and provides strategies for blending technology with human touch. Secure your spot now and be part of the conversation defining CX's future.

In this episode of Rod'sPod, I'm thrilled to welcome Sadiq Mohammed, a beacon in the contact centre outsourcing industry, who seamlessly transitioned from a solid foundation in corporate finance at leading institutions like HSBC and Lloyds, to becoming a distinguished figure in professional BPO consulting and outsourcing brokerage. Sadiq's voyage into the BPO sphere commenced at Experian, laying the groundwork for a celebrated career dedicated to elevating customer service via outsourcing. His impactful roles at Vertex and The Listening Company highlighted his talent for introducing services that resonate deeply with major UK and international brands, propelling sales from the grassroots to astronomical levels. Presently, through his consultancy, USMAART Ltd, Sadiq expertly guides the outsourcing strategies of prominent names across various sectors while also making significant strides in the Angel Investing arena with remarkable ventures like Purplebricks. Dive into Sadiq's 25-year odyssey of innovation, investment, and wisdom, sharing with us, all while maintaining a fulfilling family life and indulging in his love for golf and football. Offering a masterclass in navigating industry evolutions and making insightful investments, this episode is an essential listen for those eager to forge their unique paths in the BPO landscape and beyond. Contact Details LinkedIn >> linkedin.com/in/sadiq-mohammed-b281293 eMail >> [email protected]