Editorial
Customer Experience
Emotional Intelligence in Customer Service: The Key Differentiator
Martin has three decades of extensive experience in the strategic management of the BPO (Business Process Outsourcing) and international contact centre industry. He has served as Group Chief Executive Officer of CCI Global since 2015, where he has overseen CCI’s strategy to become Africa’s largest outsourcing provider. He talks and writes frequently about emotional intelligence, enhanced CX processes, customer loyalty, and impact sourcing. He is inspired by the phenomenal talent in Africa and is an advocate for streamlining and synchronizing the enormous continental potential of Africa.
Prior to CCI Global, Martin spent over 20 years in the outsourcing and offshoring sector in numerous senior commercial roles including Head of Outsourcing and Offshoring for Vodafone UK. Originally from Manchester in the UK, Martin now spends his time between the UAE and the African Continent, where CCI’s BPO delivery centres are situated.