Ian Barkin is a well-known expert inside the BPO industry. He is an entreprenuer and investor, has founded 4 companies, has written popular LinkedIn courses on automation, is an external adviser to Bain & Company ... the list could go on. Most recently in the BPO world he was the Chief Strategy and Marketing Officer at SYKES until May 2021. Ian is based in Tampa, Florida.
Mark saw Ian recently contributing to a new feature of LinkedIn, collaborative documents. These resemble a wiki and allow several different experts to contribute ideas to documents and many of them were focused on BPO as an industry.
Taking this as a start to the conversation, Mark called Ian to talk about BPO consolidation, AI, automation, and where customer experience specialists go from here?