“I help decision-makers to make good decisions about CX Contact Centres and BPO”
Customer Experience and BPO Industry Specialist
As an independent consultant with over 45 years in the Customer Experience and customer management industry, Rod Jones is internationally recognised as a Thought Leader, Industry Analyst, Strategic Advisor and Subject Matter Expert in the highly complex and specialised field of customer service delivery. This experience and expertise reach far beyond the call contact or contact centre to encompass walk-in service centres, back-office administration, customer service operations and the technologies linked to People, Processes and delivery technologies.
When it comes to the strategic issues of Customer Experience Management (Including Cx, CRM, CxM and CEM, BPO and Global Business Services (GBS), the professional services he offers to clients draw extensively on his wealth of experience to provide relevant and logical solutions to this multifaceted subject.
His passion for the industry extends to both inbound and outbound calling. He also thrives on assisting organisations to develop adequately resourced contact centres that produce rapid, measurable results for the organisation. Jones’ knowledge of the sector enables him to achieve quantifiable results by assisting organisations to address the six key strategic objectives of effective, efficient contact centres: * Cap or Reduce Operational Costs * Increase Efficiencies * Increase Revenues * Reduce or Mitigate Business Risks * Increase Customer Satisfaction *Better People Management.
His clientele speaks for itself, with several blue-chip South African companies, national and local government agencies, and parastatal bodies utilising his services. In addition, he works with numerous international organisations in countries as far away as Botswana, Zambia, Zimbabwe, Kenya, Uganda, Tanzania, Rwanda, Namibia, Ethiopia, the UAE/Dubai, and New Zealand.
In the public sector, Jones has earned a lasting professional reputation for the work that he has done for organisations such as City of Johannesburg, Gauteng Province, City of Tshwane, City of Windhoek and the Government of Dubai.
Jones is also recognised as a prolific writer, blogger, industry analyst and an accomplished public speaker, not to mention his skills in the field of corporate executive and management development and mentoring. His reputation is highlighted by the fact that over 5,000 delegates from thirteen countries have attended his Customer Experience MasterClass seminar.
In addition to his longstanding commitment to the contact centre industry in general, Jones further demonstrates his passion for the sector by having served on the South African Bureau of Standards National Contact Centre Standards Technical Committee (TC99) and advising the SABS SANS990 Standards Review and Development sub-committee and the ISO International Standards Committee.
On four occasions (2018, 2019 2022 and 2023) he served as a judge for the BPESA Contact Centre awards and as a Contact Centre Operational Standards Auditor for a division of the Dubai government. Rod was also the founding chairman of The Independent Customer Contact Centre Association (ICCCA) and has served as Chairman of the Direct Marketing Association of South Africa TeleServices Council. Rod also motivated the formation of the CCXConsult Network, a business group of independent CX and BPO consultants with members in South Africa and the UK. Jones is also Certified as a Contact Centre and CX Assessor for Customer Services Audit Ltd, the developers of the global contact centre assessment and benchmarking tool, Snapshotz™.
In 2017, Rod served as Vice President of the Gauteng Chapter of the Professional Speakers Association of Southern Africa. In March 2018, Rod was inducted as a Fellow of the Chartered Institute of Customer Management. In May 2024 Rod was awarded the Lifetime Achievement Award by the prestigious CXOutsourcers Mindshare Group for his services to the global CX, BPO and GBS sector.
June 2024
Johannesburg, South Africa • Telephone/Cellular: +27 (0)82-568-9976 • rod@rodjones.co.za • www.rodjones.co.za
“Nice to meet you…”
21st March 2024. I was interviewed by Mark Hillary and Peter Ryan and we looked back and chatted about my 45+ year career in CX, contact centres and BPO. A trip down memory lane.
David Neale is a widely recognised BPO executive with a perchat for biographies. I was thrilled when David invited me to be his first guest on his new podcast series, David’s Diaries. We made this recording just a few days before my 75th birthday (14th March 2024)
Talk about role reversal! I usually do the interviewing for my Rod’s Pod series. This time, the tables were turned, and my long-standing friend and BPO specialist, Traci Freeman, put me in the hot seat as we rambled down BPO memory lane.
