Paul O'Hara
Paul O'Hara
With more than 20 years of experience in customer experience and contact centre strategy, I help organisations transform how they engage with their customers, aligning service with growth, loyalty, and long-term value.I work closely with senior leaders across EMEA, typically at moments of change: expanding into new markets, evolving service models, or rethinking the role of the contact centre in their broader customer strategy. My work spans customer service, sales enablement, multilingual delivery, and digital transformation - always with a clear focus on measurable business outcomes.
The Biggest BPO Isn’t Always the Best Anymore
For many years, analysts would rank the financial prospects of professional service companies based on the number of employees. Look back at old stories...
BPO Pricing Is Broken – The Future Is Partnership
Customer Experience (CX) and Business Process Outsourcing (BPO) has to change. Everyone knows it. Typically business processes like customer service have always been charged...
AI Visibility Is the First Stage of B2B Sales In 2026
In 2024, I wrote the foreword to a book. A real book. You can find it on Amazon here and this magazine printed my...
AI Won’t End BPO – It’ll Supercharge It
I’ve spent the best part of two decades designing and delivering customer experiences for some of the world’s biggest brands. As I edge toward...