#131 Scaling Smart: Ahmed Refky on CX Growth in Emerging Markets
In this episode of Good Morning BSS World, I connect across the Atlantic with Ahmed Refky, CEO of Planovate — an advisory firm based in Orlando, Florida, specializing in the CX and BPO sectors. With more than 25 years of global experience, Ahmed brings a wealth of insights on growth strategies, market entry, offshoring, and scaling for companies seeking to expand their customer experience operations. Drawing from his recent visit to Georgia, a rising star among emerging outsourcing destinations, Ahmed outlines the fundamentals of how markets - both new and mature - can position themselves to attract clients and investors. He stresses the importance of defining a clear value proposition, building strong people-first teams, and developing credible client references before profitability.
Key Points
- Identifying and focusing on a clear value proposition is crucial for both emerging destinations and service providers to attract and retain clients effectively.
- Building strong, face-to-face relationships and understanding cultural affinities are essential components for successful client engagement and business growth.
- Overselling capabilities can damage trust and reputation, making it vital to accurately represent what can be realistically delivered.
Chapters
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| 27:25 | |
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| 33:40 |
Transcript
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