Mastering Customer Service Innovation: A Deep Dive with HGS UK CEO Patrick Elliot

CX Diaries - with Keith Gait

Embark on a journey through the labyrinth of customer service innovation with Patrick Elliot, the astute UK CEO of Global BPO Business HGS. As we unravel Patrick's storied career—spanning consumer electronics, the pioneering days at Orange, and the strategic chessboard of management consulting—you'll gain a front-row seat to the philosophy that propelled his rise to the top: keeping the customer at the very heart of every decision.
Patrick candidly unpacks the trials and triumphs of the Contact Centre and CX BPO landscape, where the symbiosis of AI automation with the inimitable human touch in service is not just a trend, but the future. His foresight into the industry's trajectory is not to be missed by anyone looking to stay ahead in this dynamic domain.
Prepare to be captivated as we dissect the complexities of delivering multi-faceted customer service, especially within the public sector, through Patrick's expert lens. We contrast the nuances between public and private service delivery, diving into channel integration, and the critical importance of meeting the diverse needs of different customer demographics.
The conversation shifts to explore the transformative influence of hybrid work models on BPO evolution, shedding light on how internal communication, employee engagement, career development, and unshakable business ethics meld to construct a sustainable enterprise.
Patrick's revelations offer a masterclass in navigating the ever-changing tides of the customer experience industry with agility and insight.

Chapter

1. CEO Patrick Elliott on CX Challenges (00:00:03)

2. Multi-Channel Services in Public Sector (00:11:14)

3. Hybrid Work and BPO Evolution (00:16:59)