CX Files5 Kesä 2025

David Neale - GBPO Solutions - Building Trust In BPO Sales Claims

David Neale is the Founder and CEO of GBPO Solutions. He is based in the UK.

David has experience as a buyer of BPO services and as a representative of BPOs. With this insight he decided that one of the missing ingredients in the BPO sales process is transparency - how does anyone know that what a BPO says about their services is really true?

David founded GBPO Solutions to provide accreditation to BPOs, so if they do make claims about their capabilities then they can point to the accreditation to show that their claims can be verified.

David talked to Mark Hillary about why he started GBPO Solutions and why he explored this idea of transparency rather than measuring processes and delivery capabilities...

David also publishes the popular David's Diaries podcast - focused on the biography of his guests. You can find both Mark and Peter in the back catalogue - both interviewed in 2024.

https://www.linkedin.com/in/david-neale-08b80011b/

https://www.linkedin.com/company/gbpo-solutions/

https://podcasts.apple.com/us/podcast/davids-diaries/id1766136430

Mark and Peter on David's Diaries

https://podcasts.apple.com/us/podcast/mark-hillary/id1766136430?i=1000668074006

https://podcasts.apple.com/us/podcast/peter-ryan/id1766136430?i=1000668073926

Podcast Summary

In this episode, David Neale introduces his new venture, GBPO Solutions, and discusses a novel approach to BPO accreditation. Unlike traditional certifications focused on operational standards (like ISO or HIPAA), David's accreditation model emphasizes truthfulness, transparency, and independent validation of how BPOs present themselves to the market.

David Neale's accreditation model for BPOs aims to inject much-needed transparency and accountability into a market still relying on legacy procurement methods. By focusing on honesty over hype, GBPO Solutions wants to reshape the buyer-supplier dynamic in outsourcing for the better.

Tämä jakso on lisätty Podme-palveluun avoimen RSS-syötteen kautta eikä se ole Podmen omaa tuotantoa. Siksi jakso saattaa sisältää mainontaa.

Jaksot(428)

Donald Berryman - ProfectusCX - The Future For The Enterprise-BPO Relationship

Donald Berryman is the Founder & Managing Director at ProfectusCX. He is based in Florida, USA. Don writes a LinkedIn newsletter called The CX Advisor Perspective. He recently published several newsle...

25 Kesä 31min

Lara Klick - Klick Advisors - Why Patient Feedback Rarely Leads to Better Care

Lara Klick is the Founder and President of Klick Advisors LLC. She is based in Tampa Bay, Florida, USA. Klick Advisors is a trust-centered consulting practice that helps healthcare leaders and teams n...

18 Kesä 34min

Guillaume Luccisano - Yuma AI - The Great CX Reset: Why BPOs May Need a New Business Model

The BPO Industry Isn't Dying. But It May Need to Reinvent Itself Faster Than Anyone Expected. Yuma AI CEO Guillaume Luccisano argues that customer experience providers must evolve from labor arbitrage...

11 Kesä 37min

David Rickard - Everest Group - Elevate Ethiopia

David Rickard is a partner at Everest Group. He is based in the UK. David recently visited Ethiopia for the Elevate Africa event. In this conversation with Peter Ryan David gives his take on Ethiopia ...

4 Kesä 25min

CXOutsourcers 2026 - Voices From The Conference

The annual CXOutsourcers Mindshare event took place in Ottawa, Canada, earlier in May 2026 (May 18-20). Peter Ryan took a microphone onto the conference floor to capture ideas and comments from the de...

28 Touko 28min

Jonas Berggren - Transcom - What Makes Customers Love A Brand?

What makes a customer love a brand? It is a simple question, but it quickly becomes complicated. People often reach for the obvious examples. Apple customers lining up overnight for the latest iPhone....

21 Touko 34min

Stephanie Reeves Millner - Designing CX For Sales and Revenue

Stephanie Reeves Millner is a Global EVP at TP. She is based in Phoenix, Arizona, USA. It is worth noting from the start of this podcast episode that Stephanie is talking in a personal capacity in thi...

14 Touko 27min

Andrew Hall - Ethenta - Enterprise Agentic AI Transformation

Andrew Hall is the founder and CEO of Ethenta. He is based in Portugal. The "DREAM" service from Ethenta is a strategic framework designed to help organizations transition from traditional hierarchi...

7 Touko 39min