Byron Fernandez

Byron Fernandez

Byron J. Fernandez is group chief information officer (CIO) and executive vice president (EVP) at TDCX. 

Byron has over 20 years of experience in Customer Experience operations in Business Process Outsourcing (BPO), spanning the design of customer access strategies, inbound customer contact, outbound outreach, and leading high-performing contact centres.

Byron’s expertise across sectors such as telecommunications, banking, insurance, fast-moving consumer goods (FMCG), technology, and government contact centers have played an instrumental role in him leading TDCX’s operations across various markets.

Byron has an MBA in Management Information Systems, is a COPC-certified Implementation Leader, Call Center Industry Advisory Council (CIAC)-certified Strategic Leader, as well as a member of the International Association of Outsourcing Professionals (IAOP). He is also one of the few individuals to be presented with the Career Achievement Award by the Contact Centre Association of Malaysia (CCAM).
E-Commerce Growth in the Age of CX: Strategies for Success

The e-commerce trend shows no signs of diminishing as more consumers make this channel their preferred shopping destination. While economic uncertainties continue to affect business sentiment, e-commerce remains a bright spot. The global e-commerce growth rate for 2023 is forecast at 10.4 percent, bringing e-commerce sales worldwide to $6.3 trillion, an increase over the previous year. Additionally, recent…