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Disruption isn’t a distant threat… it’s happening now. The brands and BPOs that succeed will be those that adapt quickly, embrace emerging technologies, and anticipate client needs before they’re voiced. For CX outsourcing providers, this means reinventing service models, leading with innovation, and identifying ways to add strategic value beyond standard delivery.
Join our panel of industry experts for an in depth conversation on what it takes to thrive in today’s rapidly changing environment. Pulling from real-world examples and hard-earned lessons, they’ll share actionable insights on how to navigate market shifts and avoid becoming a cautionary tale like brands that failed to evolve.
Key Takeaways:
1. Understand how technology and CX transformation can create competitive advantage in a market where complacency leads to decline.
2. Learn how to identify emerging trends and align your offerings with what brands and customers will want next.
3. Discover strategies for evolving relationships with brands to withstand industry disruption and remain a trusted partner.
As Vice President of Client AI Automation, Jon is focused on helping CallMiner’s clients develop practical AI automation strategies that deliver measurable ROI. He brings more than 20 years of contact center operations experience on the same side of the table as CallMiner’s customers, owning P&Ls, deploying technology that moves the needle, and building teams across domestic and international operations spanning eight countries.
At Mint Mobile, he stood up the care revenue operation from ground zero, deployed AI-powered voice, chat, and conversational analytics at scale, and transformed the care organization into a profit center before leading the operation through the $1.35B T-Mobile acquisition. At Viasat, he grew sales 42% in his first year and increased average revenue per subscriber by 127% before being selected to launch their European operations. Jon started his career on the phones in the BPO industry and worked his way up to AVP at Xerox, deploying the latest technology and pioneering pay-for-performance models that aligned customer, company, and employee incentives for brands including Nextel, Sprint, Cox, AT&T, and DIRECTV. The teams and operations Jon has built have generated well over $1B in recurring subscriber revenue while reducing costs and transforming customer experience at every stage of the journey.
Amanda covers the BPO industry as an independent analyst for Fourcasters and co-hosts the Build a Better BPO podcast — which means she has a direct line into what buyers want and where the market is heading. She founded QGA to give BPO leaders the outside perspective and strategic clarity they can't get from inside their own organizations.
Alan Pendleton is the CEO and Founder of ArenaCX, a digital marketplace platform for the customer experience and contact center industries, serving companies of all sizes with world class talent, technology, and transformation services and solutions from a global roster of best-of-breed partners.
Prior to ArenaCX, Pendleton was Vice President of Member Experience and Supply Chain at Republic Wireless, where he led the development and implementation of the contact center marketplace that dramatically improved all metrics while reducing costs. He was privileged to lead a world-class operations organization that garnered recognition from Forbes, as one of the top 100 most customer-centric companies; from Netomi, as the number 1 telecom - out of 1,000 analyzed globally - at responding to email support inquiries; and from the Association of Support Professionals (ASP) for having one of the 10 best customer service websites.
Before Republic Wireless, Pendleton served as an operations leader with global manufacturers, where he earned deep experience in supply chain, logistics and trade compliance, including within a top 25 global supply chain (as recognized by Gartner-AMR). During this tenure, he gained significant cross-cultural exposure, leading teams & projects in over 20 countries in North America, Latin America, Europe, and Asia. He earned an APICS Certified Supply Chain Professional (CSCP) certification, and an MBA from Duke University, where he graduated as a Fuqua Scholar.
Todd Barber is Vice President BPO Accounts for CallMiner, responsible for managing CallMiner’s BPO segment, from new customer acquisition, to building specific go-to-market programs to ensure joint success.
Todd is in his 11th year with CallMiner, have served as a sales director and leader of an enterprise sales team before taking on the BPO role in early 2023. He has extensive experience in building and growing sales teams and markets across a diverse product and market set, with over 30 years of speech recognition, automation and contact center experience, holding leadership roles in companies like PlumChoice (Allstate/SquareTrade), Comverse (Mavenir), Mattersight (Nice), Aylus Networks, SpeechWorks (Microsoft/Nuance), Stratus Computer, Vicorp and Rochester Telephone (Frontier). He has a bachelor's degree in Electrical Engineering from Rochester Institute of Technology, and an MBA from the WE Simon School of the University of Rochester.
