Company: 24-7 Intouch, Winnipeg, Manitoba, Canada
Company Description: 24-7 Intouch is a global customer care and technology company, providing value-driven solutions for over 20 years.
Nomination Category: Individual Awards Categories
Nomination Sub Category: Most Innovative Woman of the Year - Industry
 Nomination Title: Paula Kennedy Garcia - Innovating the Global CX and BPO Industry
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2020 of the nominated woman, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below:
- Briefly describe the nominated individual: history and past performance (up to 200 words):
Total 200 words used.
Paula is an undisputed driving force in the global BPO industry with a career spanning over 25 years, one which uniquely has had the foresight and tenacity to establish agency and expertise across the spectrum of solution components of the space to position her as a senior executive that has an inimitable vision for clients and customers and an intrinsic ability to innovate for the future, often pioneering concepts that the industry has yet to identify, embrace or deploy.
Her charge for innovation for global customer experience (CX) design has surfaced to the top of the industry for over 10 years, leading the charge for next-generation solutions that continue to have human-centred design at their core.
She has been accoladed more than 8 times for her leadership acumen at international level, inclusive of Stevie Executive Leadership in EMEA and, notably, a 2022 Globee Golden Bridge Innovator of the Year, recognising her insight, creativity and acute vision for innovation that has collected an incredible 22 global industry awards in the last 5 years for CX innovation and transformation with products, solutions and practices for the companies she represented, that have disrupted traditional operating models with fresh, forward-thinking dynamic digital-first design.
- Outline the nominee's achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 249 words used.
- Design and build of [REDACTED FOR PUBLICATION], a BPO first-to-market future of work marketplace that created a new fully flexible and independent global on-demand workforce to provide customer support for global brands. [REDACTED FOR PUBLICATION] underpinned much of the CX industry’s evolution to a gig-workforce post-pandemic, leading the charge for secure, quality support at 70% less cost for the buyer of service whilst improving customer resolution 15%+ and customer satisfaction 20%+. [REDACTED FOR PUBLICATION]
- Pioneered neuro-science innovation to the front line Trust and Safety workforces to help Big-Tech and Social Media platform owners better understand the risk and vulnerability to psychological safety for the content moderation workforces behind the screen, as online harm continues to scale exponentially. This innovation married neuroscientific-designed AI with real-time variable heart rate data from employee engagement as they completed their job, highlighting diversity and demographic nuance impacts on psych safety and enabling redesign of hiring, wellness and training strategies to right-align cognitive load with human performance so to prevent emotional vulnerability. [REDACTED FOR PUBLICATION]
- Digital-first wellbeing design program that generated [REDACTED FOR PUBLICATION] growth of business and [REDACTED FOR PUBLICATION] jobs worldwide [REDACTED FOR PUBLICATION]
- Creation of iamwomanft.com, contribution to female entrepreneurship in NFTs
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the nominee's past performance (up to 250 words):
Total 234 words used.
In a world that is fast-moving through change and already transitioning from Web2 to Web3, it is critical for leaders and leading organisations to be at the forfront of purposeful and sustainable innovation that thinks ahead for the future 10-20 years. Paula's work and success does exactly this and the efforts are helping to lead the BPO industry in a new trajectory.
- [REDACTED FOR PUBLICATION] pioneered new flexible working models capable or thriving and scaling remotely, at lower cost to serve for companies and high return to earn for citizens. Now, as we avigate change in a post-pandemic world this same model is replicating and embedding as a new normal.
- Trust and Safety is now a global dialogue that is generating new legisation to protect consumers and children from harm online. The exponential growth of online content will continue to rise and Paula's work to innovate with emotional data and neuroscience [REDACTED FOR PUBLICATION] how we protect the frontline workers who are the guardians of that safety, [REDACTED FOR PUBLICATION] reshaping policy, psychological safety and protection from harm at scale.
- IamWomanFT - less than 5% female crypto entrepreneurs and 16% NFT artists are female and account for only 5% $NFT. This free-to-download ebook was written by Paula to support the growth of female contributors, creators and businsess by breaking down the barries of entry to the rapidly evolving NFT space
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 151 words used.
- Video Introduction to Paula as she assumes the next new global role at 24-7intouch to innovate leading orgs in gigeconomy, crypto, big tech and social media
- [REDACTED FOR PUBLICATION]
[REDACTED FOR PUBLICATION]
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