In the News: HR expert uncovers how RPO deals are being won with top Customer Experience

Jess Kelly
December 3, 2024

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Senior HR Consultant, Jim Richardson, explains why a good customer experience - supported by strong communication via QBRs - is essential for RPO companies. 

With over 30 years of experience in Recruitment Process Outsourcing (RPO) and strategic talent acquisition, industry expert Jim Richardson has shared insights on how exceptional Customer Experience (CX) can drive success in the competitive RPO market. Drawing comparisons to the more mature Business Process Outsourcing (BPO) industry, Richardson emphasises the importance of effective communication, trust-building and leveraging data to secure long-term client partnerships.

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We interviewed 100 senior leaders of B2B enterprises across the Logistics, FM, Contract Catering, IT, RPO and BPO sectors from the UK and US. The research reveals the failures of today's QBRs and highlights the urgent need for better business conversations. Learn more about where you can improve your QBRs to protect your margin and grow relationships with buyers today.