Customer Experience Foundation Appoints Chair for BPO Industry Council

The Customer Experience Foundation (CXFO) appoints seasoned BPO lead and “Tech Trailblazer,” Paula Kennedy Garcia, as Chair for its BPO Industry Council

The Customer Experience Foundation (CXFO) today announces the appointment of Paula Kennedy Garcia as new Chair for its BPO Industry Council, for a two-year term, with immediate effect.

Paula has a 20+ year career in CX innovation having held senior positions with several global BPO’s, and her work and contribution to the industry has been repeatedly award-recognised for innovation, leadership and CX solution design.

Paula commented; “I am honoured and excited to serve as Chair to the BPO Industry Council. The council provides a unique environment to harness the collective mindshare of BPO leaders and innovators across Europe and South Africa where they share experience and debate the changing shape and challenge of the industry.

As the industry continues to grow and navigates new horizons through a future enabled with artificial intelligence, I look forward to chairing and coordinating the agenda to gain perspectives from organisations across the sector and insights that will contribute to delivering better CX for today’s customers.”

Keith Gait, MBA CCXP, Chief Executive of CXFO said;

“I am delighted that Paula is taking the helm of our BPO Industry Council. Paula is a champion of CX and a seasoned executive in global customer management.

The BPO leaders of the industry council have a huge amount of expertise and experience to share, along with the ability to discuss the current challenges that the industry faces such as the workplace, legislation, how AI is impacting etc. The council offers significant value to organisations looking for practical and innovative CX solutions. Paula will be instrumental in ensuring we continue to raise standards and focus on the issues at hand.”



The Customer Experience Foundation (CXFO) is proud to be the only CX and CC organisation offering information, advice, and support that is accessible to everyone.

We believe in a collaborative, supportive approach to improve CX as a profession for those we ultimately serve, and we continue our mission to make a difference.

We are run by CX practitioners, and our aim is to learn, understand, share, and promote best practice across all areas of Customer Experience and Contact Centres.

Our portfolio of online publicationsblogspodcasts and innovative events, are designed and crafted for the modern attention-deficit world.

CXFO provides the community with sound CX innovation and practical tips, advice, guidance and support from proven practitioners.

Our activity covers all aspects of what makes a great organisation, looking at Operational and Technical Delivery, Strategy and Implementation, Employee Experience, Leadership and People Development, and Culture and Wellbeing.

For additional information about CXFO visit their Website

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