Forward Emphasis International Appoints New CEO

Paula Kennedy Garcia Appointed to Lead the Organisation into Its Next Era of Growth and Innovation

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Published: Dublin, 21 August 2024

Forward Emphasis International (FEI), a leading provider of BPO and complex CX services in the Banking, Financial Services, and Insurance (BFSI) sector, is pleased to announce the appointment of Paula Kennedy Garcia, a seasoned award winning BPO leader and industry-recognised innovator, as its new Chief Executive Officer.

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This strategic leadership appointment marks a significant milestone in FEI’s 25-year history of supporting market leaders in complex, regulated industries with a highly skilled, Central Bank of Ireland-accredited workforce from rural and remote areas in Ireland. 

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As FEI embarks on a new era of growth, the company, authorised by both the FCA and Central Bank of Ireland, is well-positioned to embrace the evolving landscape of CX and AI technologies. FEI remains deeply committed to fostering talent and innovation in rural communities, offering organisations a unique solution that combines advanced skill sets with attractive commercial models to sustain nearshore delivery.

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Fiona Burns, CEO and Co-Founder of FEI, and now Executive Chair comments; “This is a dynamic leadership change and will mean our organisation and clients can further empower communities as we continue to expand our global impact. Paula brings outstanding leadership experience and a dedication to excellence. It is the perfect time for her to join us as we advance our strategy for innovation, growth, and development.”

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Commenting on her new role, Paula said; “I am incredibly excited to lead FEI through this next era of growth. I will be looking to invest in innovative technology development and pioneer partnerships that will help clients navigate new horizons enabled by artificial intelligence (AI). Along with our highly qualified workforce, positioned to support brands across multiple verticals, our aim is to better support clients with long-term innovative CXM strategies as they integrate AI automation.”

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Established in 1998, FEI has sites in Malin Head, Buncrana and Belfast and, as the first of their new growth plans has recently announced 40 new flexible working roles.

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