Cebu hosts 500 execs for outsourcing conference
CEBU, PHILIPPINES — Over 500 leading outsourcing executives have gathered in Cebu for the 17th Contact Islands Conference.
The event, organized by the Contact Center Association of the Philippines (CCAP), aims to fortify the Philippines’ Customer Experience (CX) advantage and targets a US$59 billion annual revenue by 2028.
During the conference opening, CCAP Managing Director Rosario Cajucom-Bradbury praised the Filipino workforce’s natural friendliness, agility, and customer-centric culture. She noted that these attributes solidify the Philippines as the “heart of customer experience.”
The Philippine contact center sector contributes around 84% of the nation’s IT-BPM industry’s US$32 billion revenue. With over 150 member companies, CCAP is confident of achieving a workforce growth of 2.3 million full-time employees by 2028.
Despite the rise of generative AI, Bradbury assured that the industry would continue to provide jobs and increase entry-level salaries.
She added, “Generative AI can enhance the strengths of our Filipino agents, who can then focus on active listening and become more empathetic and engaging when rendering service to our customers.”
Outsource Accelerator Founder and CEO Derek Gallimore will participate in a panel discussion about “Trends, Behaviour, and Opportunity in the Australian Contact Centre Industry” on the last day of the conference. He will join Lachlan Maxwell from Diversify and Narelle Cirillo from Wilson Group, with Auscontact’s Simon Kriss as presenter and Microsourcing’s Haidee Enriquez as moderator.
