CX Files
Matt Fry - eClerx - Culture Is 50/50: Why Clients Can't Blame the BPO
22:03
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…