With 2019 already in full swing, we’d like to take one last moment to reflect on the past year. Growth is perhaps the keyword that best describes 2018 for us. Worldwide, our team and talent grew together with our business, bringing customer experience innovation to life. Here are some of the highlights from 2018.


Building partnerships; new and existing

In the past year, we were excited to welcome another US-based telecom provider – Cricket Wireless. Along with bringing in new partners, we also grew closer with our existing ones by helping them deliver superior support experiences to their customers. It is great to see all these relationships and shared success grow around the world.

 

Ambitious ideas came to life

2018 was a year of innovation. We made it our mission to help our customers simplifying their self-service support journey. From there, we developed new products to outsmart technology.

These solutions were designed to deliver on our clients’ support goals and improve their customer experience.

 

Exciting industry events

2018 was filled with industry events all around the globe. Two significant ones were the BI Innovation Summit in Chicago and IFA – the world’s leading trade show for consumer electronics and home appliances in Berlin. Giving us great opportunities to share our experience with other thought leaders and leading brands.


Our team members across the globe

As our business rapidly expanded, so did our team. Across our locations in Amsterdam, Sao Paulo, Cluj and Seattle we hired close to 50 new people. A very warm welcome to all of you.  

2018 also saw many well-deserved promotions; a big congratulations to all of you. Thank you for your outstanding work and dedication.


Investing in personal growth

With personal growth being one of our core values, we make an extra effort to invest in the interests and skills of our teams. This year we expanded our external training in marketing, sales and project management. Outside training also enabled employees to stay on top of their fields and ahead of change.


Some international transfers

Tunde (27) started at Qelp as a content producer in Cluj, February 2018. Shortly after, she was offered a new UX opportunity in Amsterdam. She already had big aspirations of getting into the UX field, and she didn’t hesitate to accept.

“Becoming a UI/UX designer was in my plans. This was my chance. I am constantly learning and trying out new things which motivates me to make beautiful and functional designs.”

Iwona’s (28) journey relocated from Amsterdam to Cluj.

“Pascal, our Head of Development asked if I would be interested in taking over the Content Manager role in Cluj. I wanted to learn new things and have more responsibilities. Now I’m managing the Cluj content team. I also work closely with our parent company, SYKES.”


A short outlook for 2019

This year, we’re collaborating closely with all parts of the SYKES group to bring together the Intelligent Customer Experience (ICX) framework.

ICX combines data, teams, and systems to create frictionless customer experiences from marketing through sales and all the way to customer support.

Lastly, we’ve summarized the five most important trends we believe will shape the customer experience landscape in 2019. These customer experience trends are also establishing our focus for the year.

5 customer experience trends that will shape 2019