Ep.142 The Future of Outsourcing How People and AI Work Together at Certainly CX

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/cert...

  / cindy-terapak-shrm-cp  

Website: https://www.certainlycx.com/

Connect with me:

🎁Spotlight to Scale: Spotlight to Scale Blueprint

LinkedIn:   / heidischalkcoaching