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Anish Daryani: Accelerating Commerce for Brands

Anish Daryani established M&C Saatchi Indonesia in 2018 to Disrupt the communications industry in Indonesia. Born and raised in Kolkata, India, Anish went to St. James’ School. He later attended St. Xavier’s College, where he graduated with a Bachelor of Commerce degree. Initially, Anish was chosen by a modeling agency that had come to his college campus looking for fresh talent, and after joining the agency, Anish landed a few modeling assignments.

However, he soon recognized an opportunity to start a business in the same space and launched his modeling agency named ‘Creations’ at 19.

After establishing ‘Creations,’ Anish also had his first brush with advertising professionals, where he became fascinated by how they worked with consumer insights. In a heartbeat, Anish realized this was what he was born to do and exited the business to get an internship in an agency.

Since then, advertising became the only profession Anish has been in. He says, “I do it all day, every day. A career in building brands has taken me places, literally… as I got to work and live in Mumbai, Nairobi, Lagos, Bengaluru, Ho Chi Minh City, and now Jakarta, where I’ve anchored my ship.”

Establishing M&C Saatchi Indonesia

As a veteran advertising professional, Anish had the privilege of building his professional career with several big network agencies, including Ogilvy, Rediffusion Y&R, Leo Burnett, and Lowe. This eventually gave him the chance to get a closer look at the industry and understand that it was slowly crumbling. Advertising is all about people and their talent. However, many traditional advertising agencies had forgotten that, and finance professionals started running the show, and soon people became numbers on an excel sheet. Upon realizing this, Anish decided to build a new-age, future-proof agency focusing on people and talent, both within the agency and its clients.

On establishing M&C Saatchi Indonesia, Anish positioned the agency as an “Accelerator of Commerce”. Its advertising services translate Brand Purpose to Commerce. Its digital services convert Content to Commerce. Its Shopper and Experiential services elevate Brand Experience to Commerce, and its PR Services transform Brand Reputation to Commerce.

Anish says, “Our’ agility” is the main ingredient behind our success… our ability to lead, create and manage meaningful change, and deliver solutions and ideas with our principle of “Brutal Simplicity of Thought.” We brought in the freshness that the market required. We don’t just identify the problems; we solve them. As a team, we harness our collective energy to give the best solutions to our clients. And lastly, we deliver exceptional results to our clients, which has led to a 90% client retention rate. Our agency model is of the future, and every strategy we follow is always in line with tomorrow.”

Mission and Vision M&C

Saatchi was established to simplify brand building during the age of change by navigating, leading, and creating meaningful change. The organization creates ‘Simple Solutions that Spark’ using meaningful data, actionable strategies, and simple experiences powered by significant changes.

Altogether these have led to the creation of solid agency culture, which Anish is very proud of.

  • People Power: M&C Saatchi is entirely talent-led, and the agency is all about its people, those who work in the agency, and those who work with the agency (clients and partners).
  • Diverse Collaboration: From having an agile workplace to simplicity in process, everything Anish and his team does is aimed at harnessing the power of collaboration among internal teams, external specialists, partners, and clients.
  • Playful Curiosity: As the agency’s founder, Anish encourages his teams to enjoy their work, seek innovation, and empower them to take risks without fearing failure. M&C Saatchi Indonesia ensures complete job security so that no members could be sacked due to a lack of performance.
  • Performance Driven: As an organization, M&C Saatchi Indonesia ensures all of its services are aimed at generating results for its clients and itself.

The Asian Business Environment

Anish believes Asia is the heart of business and innovation. With the emergence of several significant economies like India, China, and Indonesia, Asian businesses now propel the world forward. Today, any global business will fail to succeed if they fail to perform in any of these markets. Also, several smaller economies like Thailand, Vietnam, and the Philippines have so much growth potential that they can’t be ignored. While many larger economies are slowly stagnating, Asia still enjoys a healthy growth rate. Even with strong headwinds, the solid fundamentals and self–consumption story make Asia far more insulated from the adverse effects compared to other severely impacted regions.

Preparing for the Future

Anish says, “Since I decided to start this company, I had envisioned a certain place in the world for it. I want to build M&C Saatchi Indonesia as one of the most effective agencies in the world. When operating a business in Southeast Asia’s largest economy, you can access the talent, clients, and resources to achieve that. Making your teams accountable to your clients is the key. This is why we have focused all our energies towards creating a real impact on our clients’ businesses.”

As a young company, M&C Saatchi has won more awards and accolades than many businesses might have earned in decades. As the agency’s founder, Anish aspires to build one of the most reputable agencies, not just in SouthEast Asia or Indonesia but the world. In 2022, the agency was recognized by Campaign UK Magazine as the global Social Media Agency of the Year 2021. It is also the Campaign Southeast Asia Social Media Agency of the Year, Indonesia Creative Agency of the Year (Gold), Southeast Asia Agency for Best Culture (Bronze), and Indonesia Digital Agency of the Year (Gold) for 2021.

Under Anish’s leadership, M&C Saatchi also won Indonesia’s only Cannes Lion in 2020/21, which was also Indonesia’s first-ever Cannes Lion in the Sustainable Development Goals category.

Karen V. Ordones: Leading the change in the Tutoring industry

Born and raised in São Paulo, Brazil, Karen V. Ordones is the CEO and Founder of Tutor.id, which is constantly looking for ways of transforming the education industry, growing tutoring businesses, and enabling novel ways of income for both tutors and their students.

Tutor.id was born as a management tool for tutors because Karen noticed most management software in education was targeted at schools, and the system was too complex and costly for a one-person business. As a full-time private teacher, Karen needed a simpler, more affordable tool to manage her own tutoring business with 100 students. She had more students than she could have comfortably managed with excel sheets, so she decided to create a product for herself and her peers who were experiencing the same problems as her.

Tutor.id’s first version was released in late September 2016. Karen thought it was a big risk for the edtech company as it had no competitors at that point of time, and the team was afraid that they might have launched this innovation too soon. It is always risky when an organization spots a market need even before consumers know it. In cases like these, companies need to educate the customers, which can be very expensive and time-consuming.

After creating an easy-to-use management solution for the tutors to manage their business and students, Karen, together with her co-founder Murillo Ichikawa, decided to add the marketplace to Tutor.id’s product in early 2019, creating a holistic solution never seen before in the tutoring industry. Tutor. matched tutors and students while supporting both throughout the entire learning journey, which paid off massively and led to 900% higher retention than its closest rivals.

Thanks to its history of starting as a management tool for tutors, the edtech platform had built the first marketplace keeping teachers in mind. Tutor.id’s full suite management software (payments, scheduling, lesson tracing tools) helps individual tutors launch and grow their business hassle-free and adds a lot of value to its marketplace.

Presently the edtech firm works with two business models:

  • 20% revenue share from marketplace transactions
  • Subscription(10-40$/monthly) for management tool for tutors

Currently, the organization comprises more than 7.8k tutors registered from 119 countries.

The Leader

A Brazilian of Italian descent, Karen V. Ordones has always been very interested in understanding human behavior, which led her to study Social Sciences with a concentration in Political Science at the Pontifical Catholic University of São Paulo. This also motivated her to experience several different cultures and societies.

Additionally, Karen holds a Master’s Degree in Baltic Sea Region Studies from the University of Tartu, Estonia.

Karen’s journey as an educator began with her family, which has been involved in education for at least three generations. Her grandfather and his brothers founded a very popular music school in São Paulo and actively organized Modern Art Week, a revolutionary event that changed Brazilian art forever.

Karen says, “I don’t have a specific event that activated my “Education genes,” because since I was a school kid, I enjoyed teaching my peers. As an adult and having taught both in schools and privately, my positive and negative experiences led me to create Tutor.id.”

Motivation to Establish the Business

Initially, as a tutor, Karen faced several challenges managing students with excel sheets. Her primary motivation was to solve her own pain as a solo tutoring business owner.

She was way too overwhelmed to manage a whole business on her own. She always wanted a professional tool that could automate extremely time-consuming tasks. She wanted to focus on preparing great lessons and supporting her students.

With time and growing demand, Tutor.id’s product evolved into a marketplace on steroids and extended its mission to helping students to keep track of their learning and be more motivated to learn. “It is extremely challenging to bring individual learning assessments to scalable tech, and we are excited to take up this task to figure this out!”– she explains.

“It is time to bring more innovation to Education. We have been digitizing reality, but it is about time to create novel ways for the new generation to learn faster and better to build a better world.”

Karen also wants to empower people to become the best version of themselves. Tutor.id’s primary mission is to make the learning process much easier, faster, effective, and exciting. The edtech firm aspires to help students enjoy the learning process and achieve their academic and professional goals with its qualified tutors. The firm has also built several tools to help students track their progress, gain confidence and motivation to keep learning new things, and succeed in whatever they set their minds to. Karen is aware of the fact that she and her team play a crucial role in helping people learn more about how they can effectively learn at a faster rate and how to retain that knowledge long term. Although challenging, Karen still finds it very rewarding to see people being directly impacted by her products.

Additionally, as a startup, Tutor.id works closely with the community of users. Karen says, “If we change one person’s life with our product, we already feel a huge sense of accomplishment and aim to scale from there. We aim to build something users love and cannot live without.”

With its growth, Tutor.id plans to work with organizations that will enable the company’s impact on different parts of our beloved planet. With Tutor.id, these organizations will have access to remote communities that could benefit from the quality and remote education.

Tackling the Pandemic

Karen states, “My favorite and the most exciting market trend is the Metaverse and any sort of augmented reality technology. Wouldn’t it be amazing to learn biology while walking in the Amazon rainforest with your teacher and classmate?”

Since the first quarter of 2020, the world has witnessed a deadly pandemic, leading to many deaths, lockdowns, work-from-home orders, and closed schools. This pandemic, however, brought an increase in Tutor.id’s access by 4000%, which eventually triggered a series of instability in the product. This situation allowed the CTO Murillo Ichikawa and his team to quickly identify technical weaknesses and rebuild the platform for faster growth. Thanks to its brilliant results and positive impact during such emotionally draining times, Tutor.id closed its biggest funding of 500K EUR from angel investors of Estonia, Denmark, Canada, and the United States.

Preparing for the Future As the organization’s CEO, Karen would love to see Tutor.id as a brand that people recognize and know that its values are deeply rooted in empowering education for both tutors and students. She states, “Our plan to get there is really focusing on providing value. We aim to ensure learning is measured, so students and tutors can track their progress. This is something that has not been achieved by any company yet, so we would like to be the pioneers in adding this value to the industry and create the gold standard of learning assessment.”

Actionable Tips To Unleash Business Data On A Budget

Data is the most powerful asset for modern businesses because it uncovers valuable insights that lead to the best decisions. But entrepreneurs often fail to miss out on the information resources on their customers, operations, and finances. It translates into lost opportunities to increase efficiency and profit margins in the long run. Fortunately, leveraging data is easier than you imagine. You only need the right approach and roadmap to handle what you have and leverage it to your advantage without breaking the bank. Here are a few actionable tips to unleash business data on a budget

Start small 

Data collection can be overwhelming for business owners, considering the sheer volume and variety available. Trying to go too far too soon can get you off track with inaccurate numbers or the inability to use the information effectively. Moreover, you may fall short of resources when it comes to collecting information from various sources. Choose a couple of metrics to measure when starting from scratch. You can add more data later as you gain experience with the process. 

Identify the information you already collect 

While starting small is the best tip, you can dig deep to identify the information you already collect. Surprisingly, you may be doing a lot of work, even without an intentional strategy in place. For example, most companies collect marketing information such as customer demographics and data on internet traffic. Likewise, almost every business keeps details of its finances for tax and banking purposes. You can save a lot by using the information you already have. 

Outsource expertise 

Data collection and management entail complex processes. You cannot expect to cover them with the right expertise on board. The best option for business owners running on a tight budget is to outsource data engineering expertise because it is far more affordable than hiring an in-house team. You can go the extra mile with the savings by opting for offshore services from regions like LATAM because tech talent is available at a low cost here. 

Be selective 

Another valuable piece of advice to make the most of your information is to be selective and measure things that eventually affect your customers. For example, retailers should keep track of metrics like queue wait times and abandonment rates because customers look for shorter queue times. Service providers can focus on data related to service time and travel time to jobs as they affect customer experience. Know what matters to your customers to stick with only the most valuable insights. 

Use data for decisions 

This one is a no-brainer because data offers value only when you use it to make better business decisions. The hard work collecting and analyzing goes to waste if you fail to utilize it to improve your processes, enhance customer experience, and boost your profits. You can even rely on it to fine-tune your business strategy in the long run, so do not miss out on the opportunity. 

Unleashing business data is the best thing you can do for your business. You should not have qualms about spending a bit on setting up a system for the collection and analysis of information. Follow these tips to achieve the goals on a budget.

How to Stay Productive as an Entrepreneur

As an entrepreneur, more often than not, you will have too much work and very little time to finish it. Let’s face it, juggling between tasks can also get overwhelming. This is why making the most of every minute and striving to be productive is imperative for any successful entrepreneur. If you are not productive, it is a matter of time before your business crumbles. So, how can you ace productivity as an entrepreneur? Here are some essential tips on staying productive as an entrepreneur.

Develop a Work Routine  

Routine instills discipline and prevents time wastage. Therefore, develop a routine for your work. Set aside hours that are solely dedicated to working only. Every day, start working and finish working at the same time.

Make the Most of Your Morning Hours  

How you spend your morning hours will dictate the productivity of your day. Start your day by determining the tasks that need your attention. Categorize the tasks as critical and urgent and those you can delegate. Start by tackling tasks that are critical for your business’s growth. Your morning hours are the power hours, and you should leverage them for the tasks that need more focus and attention.

Leverage Technology  

Today, technology is a critical factor in the success of any business. As an entrepreneur, I need to hack tech to ace productivity. You can improve your processes, services, and products to optimize productivity and enhance profitability through technology. The remote access features can enable you to access and control your office devices from any gadget or location. If you have a Mac, you can learn productivity hacks like how to access and control it from any location and device as stipulated by this guide how to access your mac remotely. It will help you boost your ability to collaborate with your time. With the help of technology, you can also improve your customer service and gain a competitive advantage.  

Avoid Multitasking

Contrary to the belief that multitasking helps save time, it is a time waster. Multitasking distracts your mind and attention. As a result, it kills productivity because you can hardly focus on a task. Therefore, if you want to be productive, avoid multitasking, especially in tasks requiring full attention.  

Take Breaks Between Work  

Taking a break between work can help you to boost your productivity. Breaks will help you recover from work stress, and therefore you will be able to focus better. Moreover, the breaks can restore your energy levels and reduce fatigue. Therefore, you will perform your tasks better.  

Manage your Team   

Manage your team to ensure that their productivity is optimum. Lead by example and work hard, and your employee will follow in your footsteps. Encourage collaboration and teamwork among your employees, and they will work together to give the best results. Create a work environment that supports open communication and employee feedback. Moreover, motivate your employees by recognizing their effort and rewarding their hard work.  

Wrapping up  

Staying productive is very paramount if you want to succeed as an entrepreneur. Productivity will boost the growth of your business. You should also strive to create a system that enhances productivity in your workplace. Remember, time means money. The more productive you are, the higher your income in business.

 

Mike Van Pelt: Helping Men Gain Control of Their Lives

Meet Mike Van Pelt, the founder of True Man Life Coaching and the host & Creator of the True Man Podcast. Mike’s passion and experience in coaching, guiding, and mentoring men have come from his earlier involvement in leading Christian men’s groups, along with his own journey to redirect his life journey and achieve success. Mike brings over two decades of deep organizational expertise and thought leadership in account management, consulting, and leadership development. He has a B.A. degree in Business Leadership and a Master’s degree in Public Administration (MPA) from the University of Arizona.

Known as the “Comeback Coach,” Mike founded True Man Life Coaching as a specialized coaching service to help others reach their maximum potential and achieve excellence. Mike’s primary purpose in starting True Man Life Coaching was to assist men who have misinterpreted the directions of their lives. He believes men want success and satisfaction in each and every area of their lives and are looking for a roadmap of discovery back to their true minds and hearts. His goal is to become an instrument of guidance and healing to lift the heavy heart loads that many men carry with them every day.

Helping Men Gain Control of Their Lives

Initially, Mike started his business as a business consultant, helping small businesses plan for success. However, during the Covid pandemic, he pivoted into men’s life coaching, because it offered a much more personal way to walk alongside men and help them find their way in business and life.

Mike works mainly with men who are at the midpoint in their lives. He believes that this is a crucial time in a man’s life because many have regrets or wounds from their past, and they are ready to move in a new direction. Often, they are looking to recover from these past wounds and are beginning to consider their legacy and how they want to make a positive impact. The greatest satisfaction Mike has is seeing the light come on in a client when he begins to understand his full potential.

“If you need help, raise your hand and ask for help. If you have good people around you, they will show up to help you. If they don’t, change the people around you.”

Under Mike’s leadership, True Man Life Coaching offers 1-on-1 coaching, small group coaching, and mastermind groups. It also provides coaching services to businesses and organizations looking to coach their employees from a Christian perspective.

Standing Apart

Mike’s ability to listen to what’s on a man’s heart and mind and help them process the outcome they want during the coaching process sets him apart from other coaches. While this might sound simple, in a world flooded with coaches, Mike seeks out the answers men already have inside them. He helps his clients reflect on and refocus their past experiences and find the answers they need to create a new roadmap.

The Biggest Accomplishment

Initially, Mike had to zero in on how to best connect with potential clients on the True Man Podcast. This podcast helps Mike reach his audience weekly and talk about topics that are important to men on their life journey.

The True Man Podcast has provided an excellent opportunity for Mike’s potential clients and strategic partners to hear, know, like, and trust him before making a business decision to work together. Mike has also expanded this to a YouTube channel to further bolster his outreach.

Currently, Mike is working on his first book and planning for the first True Man Men’s Summit in 2023. Along with his book and the summit, Mike is available to speak at any Christian or business event. In addition, Mike is a regular guest on other podcasts, speaks at business and professional conferences, and strategically partners with other leaders who share a similar passion and focus.

In addition to being a coach, Mike is happily married to Jill, his wife and best friend of 26 years. They are also proud parents of two talented teenagers. When not coaching, Mike enjoys spending time at one of many family activities or getting in a quick round of golf with friends.

Arun Prasad: Enabling Businesses to Operate Effeciently

Meet Arun Prasad, the CEO of Money Convey, a technology platform providing blockchain solutions for institutional and individual clients to meet their financial demands and provide new opportunities to maximize their potential. Money Convey is the Oracle Corporation for Web 3. It offers businesses access to its scalable, privacy-enabled layer 1 blockchain network. The blockchain network’s value proposition lies in its architecture, which enables customization, scalability, and flexibility to deploy low-cost privacy-focussed blockchain applications.

Money Convey’s blockchain infrastructure is designed to help institutions utilize their data most efficiently. It also helps to communicate quickly, solve interoperability problems, and manage digital identity.

The Farsighted Leader

As the organization’s CEO, Arun brings his technical expertise to the table, enabling businesses to operate efficiently and validate data for their process movement. Arun completed his Master’s degree from New York University in Industrial Engineering. During his time at NYU, he served as the president of the Tandon Consulting Club, which incubates students for consulting roles. As the club’s President, Arun organized several corporate events and seminars, which kept him closer to students.

Before pursuing his Master’s degree, Arun managed Priyaa Groups, his family’s apparel business in India, which grew 10x and expanded to multiple new locations under his leadership. Now, as a New Yorker, Arun has his eyes set on helping institutional and individual clients with blockchain technology and founded Money Convey in 2022 to do that.

“My grandmother had Diabetes, and I have seen her go through various treatments all my years growing up. The issue is that the body learns to adapt to the medicines, and in conditions like Diabetes, the number of organs failing increases over time,”- Arun said. “Therefore, physicians need to work on new techniques and technology that could not solve a growing problem. That led me to a quest to find a better technique that could accommodate growing technology to solve new problems. Blockchain was the solution for the quest.”

When the Pandemic Presented an Opportunity

Arun came to the U.S. during the pandemic in September 2020. While the pandemic was terrible for most, it gave him a level playing field. “The Pandemic gave the opportunity for people to explore more technology and learn more about blockchain. The awareness towards the technology we offer has grown exponentially throughout the pandemic.”– He said.

Online networking helped Arun as an entrepreneur as it allowed him to talk to experts through virtual meetups, which would not be possible in person. The pandemic also resulted in massive investments in the healthcare system, giving rise to startups that need Money Convey’s technology. Presently the organization is working with several startups focused on providing a better solution for their users and helping them achieve groundbreaking solutions through its blockchain technology.

“I consider my team as my greatest achievement; building a team based completely out of New York and talent coming from prestigious universities is something that I feel is an achievement.”– Arun stated.

The X Factor

Money Convey’s business works on network effects. With one client, it can engage with other clients of theirs. Moreover, as the company focuses on data management, its network effect will be stronger due to the overall increase in data usage since the pandemic.

Though a startup, Money Convey maintains the standards of an established company in anything it does. The organization spends a lot of its resources on R&D, supporting and customizing tailor-made solutions for its clients. It has built an architecture that serves the needs of enterprises. Lastly, it has a strong management team with prior experience building and managing companies.

Eyeing the Future

Being the founder of Money Convey, Arun is still working on developing the technology that helps businesses grow and thrive without long waiting times and errors while ensuring better security, accessibility, interoperability, and traceability. Under Arun’s leadership, Money Convey aspires to design a blockchain network that is deliberately cultivated so that these networks can forge connections across platforms, spread information, and spark collaborative actions. As a result, the organization can address sprawling issues in ways that none can accomplish.

Ivette Torres Carías: Creating Exceptional Brand Loyalty

Meet Ivette Torres Carías, the Regional Business Development Manager at Webhelp Onelink, a premier partner in outsourced omnichannel customer experience services. Webhelp’s primary purpose is to revolutionize the BPO industry through innovation, entrepreneurial spirit, and happiness culture, generating value for its associates, clients, and the community.

Founded in Paris, Webhelp is now located throughout Latin America, supporting some of the biggest brands spread across the U.S, Latin America, and Europe. Webhelp’s values of happiness, leadership, engagement, innovation, excellence, and solidarity are the basis of which its employees approach their work and life.

Alongside its Game-Changing Culture, Webhelp brings a complete portfolio of services, focusing on BPO, automation, thriving for conversations, and development of self-service to reduce digital effort and drive customer autonomy, positioning self-service, chatbots, and voice bots. It also connects channels and systems for seamless, digital customer journeys anywhere, anytime. The firm utilizes omnichannel, messaging, video chat, and platform integration. Webhelp focuses on bot interactions and customer experience efficiency to help with quicker and more personalized experiences, introducing machine translation, voice transformation, RPAs, and email automation. Most importantly, Webhelp’s team learns from its customers’ voices to improve quality and provide actionable insights using best-in-class monitoring, voice recording, transcription, speech, and analytics.

A Dedicated Leader

As a Business Engineer with a master’s degree in Business Management, Ivette loves to learn, which has been a crucial part of her personal and professional life. Presently she is pursuing a degree in Theology and learning Portuguese as her third language. During the third year of her associate’s degree, she liked the dynamic daily life of a project manager and decided to dedicate her life to project management.

“I have built my career in the business development field designing solutions and supporting the commercial process inside Webhelp, this year is my fifth anniversary, and I am happy with the path that I had the privilege to walk; I started as a project manager in 2017 and based on the different opportunities and the support of my leaders and mentors I am now part of the leadership in our PMO.”– Says Ivette.

Aside from her professional career, Ivette loves serving in several volunteering programs. Initially, she started volunteering in High School as a math teacher. Later she got an opportunity to work for a program in her local community where she could work with specially-abled people. Before that, Ivette hadn’t had the necessary opportunity to interact with the community, which opened a new world for her. She discovered several different techniques to teach and learn.

“In life, there are good days and challenges; I invite you to create opportunities for the people around you and find something that fills your purpose in life. I always say that you can find a purpose by identifying one problem that annoys you the most and work each day until it is less of a problem and more of a solution.”

Ivette now teaches them not only how to read and write but also math and other subjects, which can help them get a high-school diploma. Currently, she is also a part of a church program to reduce illiteracy among people with special abilities.

A Team Effort

As a passionate team player, Ivette knows that her greatest accomplishment is a team effort. She says, “I have a team of 8 members that I am beyond proud of; seeing them grow, learn, and lead has been the most rewarding experience in my career so far.”

Webhelp recruits talents at an entry-level level, and Ivette knows how they face their fears and build their voices. Her role is to support them and remind them what they can do. She doesn’t take it as her accomplishment as when she was provided with the challenge of leading a team at a very young age; she also had doubts, fears, and second thoughts about it, but now she has realized that a bit of encouragement has the most significant impact of all and it also helps put people on charge.

When the Pandemic Bought New opportunities

Ivette believes the pandemic bought a lot of opportunities for the BPO industry. The pandemic halted face-to-face interaction to a large extent, which escalated the need for remote assistance worldwide.

“A lot of companies needed a solution to Customer Service, and others had to learn how to sell remotely, and on fortune, we had that portfolio of solutions.”– Ivette states.

During the pandemic, Webhelp changed one of its major clients’ path in digital transformation and moved their interaction to 50% digital. This eventually helped the company achieve brilliant results and reduce overall billing by 15%.

Webhelp is well known for its tailor-made services. Irrespective of the industry, product, or location, Webhelp has a solution to improve its customer’s journey. Now with years of experience, the organization is ready to accommodate its services to a different reality.

The Primary Differentiator

Ivette believes that Webhelp’s primary differentiator is its people. She says, “The culture, mindset, and vision we have as a company impact the services we provide.”

Ivette still remembers her first day when she met someone at C-level who said, “we take care of you to be at 200% of your personal life so you can be 100% inside our company.” At that point, she understood that the company’s culture is entirely focused on its employees as a person, and the contributions they make to the company are secondary.

Eyeing the Future

Webhelp is focusing on transitioning from traditional channels to digital and self-service platforms, including the human touch, as it wants to have a holistic approach. With offices in 8 countries, providing services to different regions, Webhelp will continue to develop other solutions and expand its service portfolios, such as Content Moderation, Data Annotation, and B2B Sales, among others, to provide an end-to-end solution to its clients with a customer-centric focus.

Luis Guardado: Creating Unforgettable Human Experiences

Luis Guardado is a highly engaged professional with over a decade of proven experience leading several Project Management Offices across the Americas, serving in different multinationals like HSBC, United Nations, and OneLink.

Presently Luis is serving as the Vice President of PMO and Solutioning for the Americas region at Webhelp™, supporting its Corporate Strategy Design and assuring a flawless execution of the Regional Strategic Portfolio, and leading the Pre-sales, Business Development, Solutioning, and Digital Transformation endeavors.

In 2021, he was recognized and awarded the ‘Best PMO of the Americas’ by PMOGA™, ‘Best Project Manager of the Americas’ by CCW™, and “Best PMO in LATAM” by BRPO™. Later in 2022, PMOGA™ recognized him as one of the ‘Top PMO Leaders of the Year”.

A Master in Business Administration, Innovation, and Finance, Luis is also an international speaker and university teacher providing Strategy, Portfolio and Project Management, Business Development, Design Thinking, Leadership, and Neurosemantic lectures.

As a veteran business leader, Luis represents several boards in educational institutions and NGOs dedicated to promoting knowledge-sharing entrepreneurial efforts and social assistance to communities in need.

Creating a Seamless Customer Journey

Alongside its game-changing culture, Webhelp brings a full portfolio of services, focusing on BPO, and automation, thriving for conversations & development of self-service to digitally reduce effort and drive customer autonomy, positioning self-service, chatbots, and voice bots. The organization also connects channels and systems for seamless, digital customer journeys anytime, anywhere, with the help of omnichannel, messaging, video chat, and platform integration. Webhelp is focused on bot interactions and customer experience efficiency to provide quicker and personalized experiences, introducing machine translation, voice transformation, RPAs, and email automation.

Tackling the Pandemic

Since its inception in 2000, Webhelp has been a pioneer in innovation. It envisions a process as an infinite loop, which goes from the design of the solution to the evolution. This holistic approach ensures a never-ending process that causes massive disruption and proposes evolutionary and innovative solutions for its clients. The pandemic accelerated these processes throughout the company. For one of its major clients, Webhelp rewrote its path in digital transformation, which moved its interactions to up to 50% digital. This eventually helped to achieve overwhelming results, like a 34% improvement in First Call Resolution and reducing their cost per interaction by more than 67% and approximately 15% of the overall billing.

A Different Organization

With a talented management team, Webhelp is a people-first company. It has several talented professionals leading change, managing the end-to-end process, and approaching this experience coherently with the overall user experience.

While having new programs and onboarding new clients, Luis and his team map the potential opportunities presented, and they sit with their clients and set the expectation moving forward in their partnership. Webhelp goes beyond the vendor-client relationship and transforms it into a win-win experience. The organization creates solutions and integrates the technology as part of the overall strategy; it analyzes, designs, and sets guidelines for continuous improvements. Webhelp doesn’t sell technology; instead, it sells end-to-end solutions and remains responsible for the outcome. The organization’s added value is the flexibility of its in-house innovation team to meet the requirements and transform the customer experience through embedded consultancy.

Future Roadmap

Webhelp is pushing digital and self-service solutions while expanding its digital offerings and focusing on database management to improve business and customer intelligence as it moves beyond the traditional BPO and includes consulting, insights, and technology. A well-defined three-step strategy supports this. At first, Webhelp focuses on expanding its reach, which can expand its operations, offer a global footprint for its client base, and provide them with the best-shore solutions and alternative ways of working. Second, Webhelp transforms the core, increasing value creation with a transformation approach through technological, customer journey design, and data capabilities. And finally, it plans to extend its services and selectively develop other BPO services such as Content Moderation, Data Annotation, and B2B Sales, among others, to provide an end-to-end solution to its clients with a customer-centric focus.

 

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