HALIFAX, NOVA SCOTIA, October 5, 2026 – Blue Ocean Contact Centers today announced the appointment of Julie Briggs, CPA, as President, effective September 8, 2026, following the retirement of former President and Chief Operating Officer Andrew O’Brien. Julie brings 37 years of experience with Blue Ocean and assumes the role after serving as Vice President, […]
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How can you be confident that the promises a business process outsourcer (BPO) makes actually match the experience they deliver? That’s the question every customer care leader has to answer, usually while weighing several vendors at once. Every RFP arrives packed with value statements, SLA metrics, awards, success stories, and testimonials, enough to fill a […]
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Every customer care leader knows what friction feels like. It shows up in the backlog that never seems to shrink, the constant tab-switching just to find a single answer, and the all-too-familiar moment when a customer has to repeat their story… again. And here’s the reality: if you’re feeling that friction internally, your customers have […]
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When BermudAir came to Blue Ocean, they had a challenge that goes beyond typical outsourcing. How do you scale premium customer care when you’re adding new routes faster than you can hire agents? This partnership shows how companies can achieve travel customer service success through strategic outsourcing and customer experience strategy. Here’s what you can learn to enhance your customer experience. Scaling Premium Service During […]
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Technology in customer experience is moving fast. New platforms promise efficiency, automation, and insight at scale. AI is everywhere. And yet, many leaders feel more friction than progress. That’s because the real challenge in CX isn’t choosing between people or technology. It’s alignment. The strongest customer experience strategies aren’t built on tools alone and they […]
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We are very pleased to welcome Chris Courneya to our leadership team as Senior Vice President, Business Development. Chris has extensive experience in the contact centre outsourcing industry, with a proven track record of building trusted partnerships and driving sustainable growth across complex CX environments. He has led both Sales and Client Services organizations and […]
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We are pleased to share that Kim Campbell has been promoted to Senior Vice President, Client Success. Kim provides strategic leadership across all client relationships and owns the end‑to‑end client journey, from solution development and onboarding through delivery, retention, and long‑term partnership. Her scope includes marketing and organic growth, with a focus on strengthening client […]
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We are proud to share that Susan Preiss has been promoted to Senior Vice President, People & Business Operations. Susan provides strategic leadership across employee experience, people and human resources, and business operations. Her role brings together workforce strategy, business processes, and the systems, tools and ways of working that support how we operate every […]
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There are leaders. There are legends. And then there is Patty Isnor. After an extraordinary career shaped by heart, courage, wisdom, and just the right amount of chaos, Patty is heading into retirement. Patty has been our compass when things felt messy, our calm when things felt loud, and our biggest cheerleader when we needed […]
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Customer experience has become a defining factor in how customers choose and stay with brands. Even so, many contact centers are still structured primarily around efficiency, with success measured by speed and cost rather than the quality of the experience being delivered. PwC reports that 70% of executives believe customer expectations are evolving faster than […]
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