21 8,500+22 Leading European years of experience in employees sites in customer care platform monitoring and moderating 11 countries for business process content, up/cross-selling, outsourcing services complaint management and technical support seemed aggressive, but we knew from experience before. But internally, they also meant that we could that they never over-promised. They always over- improve the quality of our services and find the right delivered. solutions faster. When we use AI, we always use it to make suggestions, but we let humans make the final CL: We opened four sites in three new markets decision. That means that you can use the answers soon after Ardian invested, which was our biggest selected by your top performing staff to train the expansion ever. But our aim wasn’t just to expand AI to make better suggestions next time. So we our footprint. Our market has been evolving leverage the expertise of our top-performing staff constantly since CCC was founded in 1998 and this and make it available to everyone in the team. plan was also designed to broaden the range of solutions we offered, especially in areas like content DW: The way Christian and his team executed moderation and content creation and management. the expansion plan and the digitalization of CCC was outstanding. After two years we had already DW: One of the key points for us about CCC is that achieved what we initially thought would take they had focused early on developing higher-value five years. We could see that CCC’s big clients services for the big tech companies, while many of were increasingly focusing on a smaller number their competitors were serving traditional telecoms of vendors, so we agreed it was time for CCC to clients that were facing huge margin pressure. This combine its strength across Europe with a partner differentiated CCC in two important ways for us. such as TELUS International that had complementary First, by concentrating on sectors that are growing assets in the US and Asia. very strongly, CCC had an excellent opportunity to grow in step with its major clients. And by CL: The other key issue for us was that being part of aligning itself with clients that are at the forefront ofa bigger group would give us access to a bigger digitalization, CCC also accelerated its own digital R&D budget to develop digital capabilities and development which created a lot of value. new AI tools. We’re now in a great position to extend our client relationships into new geographies CL: Digitalization and AI allowed us to become and to offer next-generation digital services with more efficient and start offering services in areas a new partner. where our cost profile meant we weren’t competitive 2020 ACTIVITY REPORT 67