We were lucky to catch up with Nick Jiwa recently and have shared our conversation below.

Nick, appreciate you joining us today. What do you think it takes to be successful?
We are pre-programmed to measure success based on financial milestones but monetary accomplishments alone, should not define success. Success is relative, and it takes on a different meaning at various phases of your life. Most of us redefine success as we gain knowledge, experience, and clarity over time. Success must be earned, and it starts with an unbridled commitment to paying your dues. Success requires initiative and accountability, not necessarily advanced degrees, or higher intellect. Success is also about constantly evolving and knowing when to disengage from people and situations that might prevent you from flourishing. For many of us, success is measured by our level of independence. A true barometer of success is achieving “maximum selectivity” when you can be discerning in your personal and professional endeavors. I define success by working smart enough, and hard enough to choose when, how and with whom I invest time, energy, and resources.

Nick, love having you share your insights with us. Before we ask you more questions, maybe you can take a moment to introduce yourself to our readers who might have missed our earlier conversations?
What started as a summer call center job in 1986, ignited my true passion for customer service which has led to a 36-year career in the call center and business process outsourcing (BPO) industry which today, is a $200 billion global marketplace employing millions. Brands utilize outsourced call centers for mission critical business needs, and contrary to popular beliefs, outsourcing is not a job killer, it is a job and efficiency creator. Brands often struggle to find the best outsourcers, so, I created CustomerServ in 2006 to help. Our services have resulted in a 90%+ success rate in matching brands with the right BPO vendors, over 100,000 jobs created, and over $2.5 billion in global outsourcing contracts.  My goal is to remain focused on our objective to deliver the best customer experience for brands and customers and I am also committed to job creation, and improving the stigma and misperceptions associated with our industry.

Can you share a story from your journey that illustrates your resilience?
Every entrepreneur needs resilience to overcome start up fears. I recall sleepless nights worrying about making the transition from employee to businessowner. Over the years, I envisaged business ideas and toyed with start-ups, including a few faceplants which taught me a valuable lesson. And finally, in 2006, I found my calling when I created CustomerServ, an outsourcing ecosystem and vendor selection matchmaker in the call center BPO industry. And although I had come to realize that being my own boss is in my DNA, and a dream come true, I still had to overcome the fear leaving behind the “safety net” of a high paying position. Job security has a strong gravitational pull and it nearly prevented me from entrepreneurship, but I stayed on path and took the risk with a leap of faith. Thankfully, my allergy to failure resulted in CustomerServ succeeding.

Have you ever had to pivot?
In our first few years in business (starting in 2006), we were so focused on building our foundation, that we tolerated an awful website. We were on the verge of accelerated growth, and we needed a digital footprint and content to match. Once our revenues began to flatten, we retained a consultant and a digital marketing agency to revitalize our image and market presence while unleashing our creativity. This major pivot in our business resulted in big changes, primarily around confidence in our messaging. We are no longer reticent about our role as change agents and disruptors in our industry. As a result, our website views increased well over 1000% and our content is very well received. Thankfully we made a timely investment in revolutionizing our digital presence to communicate our thought leadership and expertise better, helping to fuel our growth and market position.

Contact Info:

• Website: www.customerserv.com
• Facebook: https://www.facebook.com/customerservltd
• Linkedin: https://www.linkedin.com/in/nickjiwa/
• Twitter: https://twitter.com/CustomerServLTD
• Youtube: https://www.youtube.com/user/CustomerServLTD
• Other: https://blogs.baruch.cuny.edu/bcam/2019/09/12/the-cx-pioneer-nick-jiwa-91/