Teleperformance CEO shares strategy on AI, domain expertise
PENNSYLVANIA, UNITED STATES — Outsourcing giant Teleperformance—recently renamed as TP—keeps leading the customer experience and business process outsourcing (BPO) market by combining a specific combination of people, process, technology, and domain knowledge.
Teleperformance recently overtook Accenture and soared to rank #1 in the OA500 2025, an objective index of the world’s top 500 outsourcing companies.
Competitive edge in a changing landscape
In a recent Verdict interview, Thomas Mackenbrock, TP’s CEO-designate, provided comments on the company’s strategy.
“We combine people, process, technology and, increasingly, domain expertise,” Mackenbrock said. “We are a business-to-business (B2B) services company that manages large scale operations around the world, which involves finding, recruiting, training people at scale.”
With operations in approximately 100 countries and 1,500 main BPO clients, TP’s global presence helps the business to offer customized solutions in many different industries.
“If you’re servicing a tech client, you need to be an expert on, for instance, AI training,” Mackenbrock said, underlining the requirement of domain knowledge. “If you are a travel hospitality client, you need to be the expert in the domain expertise for that respective client.”
New roles in AI integration and customer experience
TP has embraced artificial intelligence technologies and oversaw more than 200 AI projects last year. Mackenbrock foresees a period when humans improved by artificial intelligence will coexist alongside agentic AI.
“AI is rarely a plug and play solution, instead it’s an integration of layers of human led processes, augmented by AI,” he stated.
The integration of artificial intelligence has also produced new employment prospects within the company. Mackenbrock underlined the growth of TP’s safety and trust business line, which today accounts for ten percent of their overall operations, or roughly a billion euros.
“It’s providing content moderation and data labeling for tech clients. It’s a role that has evolved over the years.”
As artificial intelligence keeps reshaping the industry, Mackenbrock says TP is dedicated to adapting to change and stimulating innovation. He noted the challenges ahead and added, “We are obviously a large organization, and we have to have this open, agile and innovative mindset. We want to be at the forefront of trying to lead that change.”
