CX Files Nick Jiwa - CustomerServ - We Need To Focus On People In CX
Nick Jiwa is the founder and president of CustomerServ. He is based in Houston, Texas, USA.
In this episode Nick talks to Peter Ryan about the importance of people in CX - in particular in BPOs. He asks why people have always been central to the customer experience, but now it sounds like everyone is just focused on AI and automation?
It's time to refocus on people and culture because this is how brands connect with customers and this leads to the success they need - extra revenue, loyalty, retention etc...
https://www.linkedin.com/in/nickjiwa/
The Call Center – Still a People Business (Nick Jiwa - Aug 12, 2025)
https://www.linkedin.com/pulse/call-center-still-people-business-nick-jiwa-sn5lf/
Summary:
Mark Hillary and Peter Ryan discuss the importance of human interaction in customer experience (CX) with Nick Jiwa, founder of CustomerServ. Jiwa emphasizes that despite technological advancements, CX remains a people-centric industry. He criticizes large BPOs for prioritizing tech over people, noting that many have an identity crisis. Jiwa highlights the resilience of the call center industry, projecting its growth from $300 billion to $500 billion by 2030. He argues that AI will enhance, not replace, human roles, particularly in emotional and complex interactions. The conversation underscores the need for a refocus on people, culture, and leadership in CX.