In this interview, we discuss how SYKES leverages technology inside the company, how SYKES uses data to deeply understand the buyer and design the best solutions for them, and some of the ways in which companies are mismanaging customer experience management. We discuss why Ian believes RPA will be a foundation to organizational transformation for years to come, the major differences between RPA and AI/ML, and the dangers of using intelligent automation capabilities, such as AI, too soon. Lastly, we discuss Ian's career path from strategy consulting, to business process outsourcing, to founding Symphony Ventures, to the C-suite of SYKES, among a variety of other topics.