Digital connectivity: Transcom's brand of transformation in the changing times

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Transcom’s presscon held last October 2 at Edsa Shangri-La Hotel focused on the transformation that is taking place within the organization. From left to right: Ambassador of Sweden to the Philippines H.E. Harald Fries, Transcom CEO for the Global English Region Mark Lyndsell, Transcom Global CEO Michael Weinreich, Nordic Chamber of Commerce to the Philippines Executive Director Joona Selin, and Awesome OS CEO Roger Kuo.

Metro Manila (CNN Philippines)— "Change is not instant; it is a process that takes time, and it should take time."

These were the words Transcom's Global CEO Michael Weinreich used to describe the organization's transformation in the recent months.

As a global customer experience specialist, Transcom has been changing up its processes and perspectives in an effort to create a world-class organization that will flourish in a highly competitive and changing market.

Since becoming President and CEO in September 2017, Weinreich has been leading the changes to transform the company into a more innovative, customer-centric and people-driven organization.

Digital world, changing times

One such change the company boasts of is the digitalization of many of its systems. Transcom makes use of artificial intelligence for virtual agents, robotic process automation and conversational analytics, among others.

Weinreich understands that the global outsourced customer care market is constantly changing, as customers now have an increasing reliance on digital channels and hyperconnectivity.

However, he emphasized that the company will always need its people in creating better and smarter customer experiences.

"For Transcom, it means that we will need to continue investing in our people, keep their positive energy, cultivate their skills, and add competencies to make us more competitive now and in the future," Weinreich said.

Transcom in the Philippines

These organizational changes are clearly evident in Transcom's Philippine operations, which comprise more than one-third of the company's total population--now nearly 12,000 employees.

Aside from acquiring Davao-based e-commerce customer experience specialist Awesome OS, Transcom Worldwide Philippines is also looking to expand its operations in other provincial cities to accommodate growing demands.

Transcom, the largest Swedish-owned business process outsourcing company in the country, currently has several sites in Manila, Iloilo and Bacolod.

Manila-based CEO for the Global English Region Mark Lyndsell said he hopes to increase local employment to 30 percent within the next few years. This, in turn, will create thousands of new jobs for Filipinos.

Lyndsell's team in the Philippines has also been active in pursuing transformation efforts. Lyndsell is committed to building an inclusive culture of meritocracy and solicitude with the battle cry, "Transcom Tayo!"

His team has also successfully implemented digitalization projects to support talent management. The local team has been using artificial intelligence in hiring, virtual reality in training and automated processes for employee benefits administration.

A brand new identity

To further solidify these new developments within the organization, Transcom is also undergoing a change in its visual identity.

"We need a surface that mirrors the company that we've become, that makes us stand out from the competition, and that truly reflects our culture," said Weinreich.

For Transcom Worldwide Philippines, the change can be seen through the use of its new brand identity, as reflected in its new infrastructure and design.

The company also launched its wellness hub for Manila-based employees in May, as well as a newly-designed lobby at its regional headquarters in Mandaluyong City this October.

When asked how all of these changes provide a clear-cut direction for Transcom, Weinreich summed it up with Transcom's new value proposition: being passionate about creating smarter people experiences every day.

"In an industry that is focused on customer experience, it is all about people and how we can create smarter experiences for them. We empower our passionate employees with intelligent technology to create an engaged and capable workforce that can deliver excellent customer service," Weinreich said.

"We do not cease to look for new ideas and new solutions and test each of them with new contexts. Then we challenge ourselves: Are we really creating smarter people experiences or should we go back to the drawing table?" he added.