EP 46Introducing SYKES Digital Services!
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Introducing SYKES Digital Services!

With David Brain

With Victor van Baal

“My perspective is that customers are really loyal to an experience more than they are necessarily to a brand.” – David Brain

Welcome to a special two-for-one episode of OneTAKE Live!

In this unique episode of Two — er, OneTAKE Live, host Ian Barkin has invited both David Brain, chief digital officer at SYKES, and Victor van Baal, the head of Go To Market – SDS, to speak about the launch of SYKES Digital Services and what they see ahead for the future of work.

SYKES Digital Services is a new partnership of SYKES companies dedicated to optimizing customer experiences as well as creating real digital transformation alongside partners. By leveraging all of the tech talent SYKES has accumulated over years of strategic acquisitions and focusing it on specific, customer-first digital goals, SYKES Digital Services hopes to revolutionize the way customers interact with brands.

But how do they plan on doing that? According to Victor, it will be by putting customers first and keeping them as the central focus of each digital effort. “End-user-first has been with us since we started, and it’s probably the most important value that we have. It’s something we recruit on, it’s something we measure ourselves on, it’s something we talk about with customers,” Victor explains, highlighting the need for customer-centricity in the quest for better customer experiences (CX).

“SYKES is a customer experience management company, but it’s always been at that intersection of customer service, digital, and disruption since day one,” David adds. “We’re trying to really take that legacy forward and making sure that as we do that, we are staying true to what we are experts in.”

As the president and head of Go To Market, respectively, of SYKES Digital Services, David and Victor will be ushering in a new digital age for SYKES and our partners — working exclusively on tech-based initiatives like artificial intelligence (AI), intelligent automation (IA), machine learning (ML), and any other technologies that affect CX. With two veteran tech strategists at the helm like David and Victor, SYKES Digital Services is poised to disrupt CX-as-usual through the creation of innovative, cutting-edge digital services and solutions.

Join us as we learn more about SYKES Digital Services, as well as what it will take to create outstanding experiences for customers in the future of work!

Guest
David Brain
Chief Digital Officer
SYKES

David Brain is an influential thought-leader and proven expert in future of work technologies, first transforming front office operations through BPO services in 2005. As chief digital officer, he is responsible for leading and inspiring SYKES global teams to reimagine how work gets done to ultimately enable clients to win in a digital-first world. David leads SYKES Digital Services (SDS), which incorporates the portfolio of digital transformation capabilities that SYKES has acquired, including Symphony Ventures (which David co-founded in 2014), Qelp, and TalentSprout; as well as SYKES’ Solution Architect and Insight Analytics teams.

Throughout David’s career, he has designed and led some of the largest and most complex outsourcing deals, developed BPO product suites, and built industry-leading incubation labs. David’s strategic leadership and transformative implementations have earned him several prestigious industry distinctions and contributed to many educational resources that have shaped the automation industry.

Guest
Victor van Baal
Head of Go To Market
SYKES Digital Services

A leading business strategist focused on improving customer experience, Victor van Baal has spearheaded innovation in customer support solutions for the past 10 years. Victor leads the GTM strategy for SYKES Digital Services, making sure all SDS capabilities are effectively brought to market. As managing director of Qelp, an end-user-first support platform, Victor has helped reduce customer effort and uplift end-to-end experiences through advanced and effective self-help solutions.

A passionate advocate for the customer experience, Victor leads strategies to help people outsmart technology and bridge the gap between consumers and solutions to build lasting customer loyalty.

EP46 November 18, 2020