Business Growth Spotlight
Welcome to Business Growth Spotlight, the podcast where we shine a light on innovative business leaders, cutting-edge strategies, and the latest trends shaping the world of business growth. Whether you're a corporate leader, entrepreneur, or online educator, this podcast delivers actionable insights and expert conversations to help you scale your business, increase revenue, and stay ahead in a competitive market.
Join host Heidi Schalk as we dive deep into the stories and strategies of industry leaders, uncovering the tools and tactics they use to drive success. From navigating corporate challenges to mastering online visibility, this podcast is your go-to resource for scaling your business and reaching your goals.
Tune in weekly for inspiring conversations, practical advice, and a behind-the-scenes look at what it takes to thrive in today’s ever-evolving business landscape.
Business Growth Spotlight
Ep.142 The Future of Outsourcing How People and AI Work Together at CertainlyCX
Show Notes:
In this episode of the Business Growth Spotlight, host Heidi Schalk welcomes Cindy Terapak, Co Founder and Chief People Officer of CertainlyCX, for a powerful conversation on building a people first, global customer experience organization.
Cindy shares her journey from retail and human resources into launching CertainlyCX, a BPO designed to support both employees and clients with flexibility, care, and intention. With more than 150 team members across 10 countries, she explains how consistent communication, lived values, and active listening help create strong culture and low attrition in a fully remote environment.
The conversation also explores how CertainlyCX stands out in a crowded market, balances human talent with AI, and prepares for future growth while continuing to invest in leadership development.
This episode offers practical insight for founders and leaders focused on scaling teams, strengthening culture, and building sustainable growth.
Bio:
Growing up in a mobile military family exposed her to diverse cultures worldwide, shaping the empathetic leadership perspective she brings to her work today. With over twenty years of experience in retail, customer service, and human resources, Cindy understands what it takes to build teams that deliver exceptional customer experiences while driving business results.
Cindy builds high-performing CX teams that reduce attrition, grow loyalty & revenue, lower costs, and enable smooth scaling for B2B, B2C & DTC brands.
When she's not scaling CX operations, you'll find Cindy spending time with her kids, cooking, practicing yoga, and reading. She's also passionate about giving back to her community through her involvement with a local food pantry and serving on her city's food council.
To connect with our guest, click on the links below:
LinkedIn:
https://www.linkedin.com/company/certainly-cx/?viewAsMember=true
https://www.linkedin.com/in/cindy-terapak-shrm-cp/
Website: https://www.certainlycx.com/
Connect with me:
🎁Spotlight to Scale: Spotlight to Scale Blueprint
LinkedIn: https://www.linkedin.com/in/heidischalkcoaching/