iCXeed is a full-suite business process innovation company with integrated technology and talent solutions to help you work smarter in removing friction from customer service experiences or optimising business processes for improved outcomes. We do this by fusing analytics, AI, and automation with expert talent from the Philippines. With leading industry best practices, iCXeed architects bespoke CX technology solutions to more intelligently and intuitively manage customer interactions. Our experts have particular DNA for innovation, not outsourcing.We are specialised as an AWS Select Tier Delivery Partner for Amazon Connect. Omnichannel Contact Centre. AI Design & Operations. Agent Assist. Automated QA. Agent Assist. Intelligent Workflow Automation. Software Engineering. Reporting & Analytics. CRM Integrations.

I manage over 24 locations across the Philippines, India, New Zealand, and Australia.I pioneered and led a culture and strategy transformation, CultureCX, of our operating model to differentiate our go-to-market value proposition. It connects the dots between employee culture through digital enablement that engages employees to be more strategic in customer outcomes. It resulted in successful attainment of strategic client relationships valued at over USD 60mm per annum of revenue including both technology and people solutions. I built a transformative proactive solutions team which deployed a methodology globally to use employee insights to identify failure or friction points in customer journeys (either because of process or technology) and use data analytics to build business cases that are presented to our clients with significant success. I lead our global training delivery and leadership development team transforming client training curriculum with more modern methods: asynchronous e-learning, roleplays replicating workplace tools in a simulated training environment, and gamification in the learning experience.I have completed multiple due diligence exercises on acquisition targets for the company. Responsible for one of the most successful company acquisitions resulting in a doubling of revenue and EBITDA of that assets performance 3 years post acquisition.I am directly responsible for delivery and growth of our Asia Pacific portfolio (clients based out of Australia and New Zealand) succeeding in diversifying our client relationship portfolio over my tenure. Passionate thought leader engaged in multiple speaking engagements sharing my philosophy and views on customer engagement and how people and technology work together to deliver optimal experiences.