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The Evolution of Customer Experience E12

Podcast by Chris Yap featuring Siva Subramaniam, CEO and co-founder of FBC Asia Pacific Inc.

In this episode, Chris Yap featured the Co-Founder and CEO of FBC Asia Pacific, Siva Subramaniam. Siva described the evolution of the customer experience industry from his early years in Pan-Am Airlines working as a booking agent 40 plus years ago to leading an outsourcing operation of over 14,000 employees. Siva emphasized the importance of customer service transformation to keep customers happy and how advantageous it is for companies to operate customer service from the Philippines.

This episode will provide leaders in the Customer Experience role key principles to keep employees motivated and loyal while keeping customers not only happy but converting them into raving fans.

FBC Asia Pacific, stands for Faster, Better, Cheaper. We are a Customer Experience Specialists helping companies transform to support the future generations using Artificial Intelligence and Chatbots.


Siva Subramaniam has 35+ years in the Customer Experience Industry and has led major companies like United and American Airlines, American Express, Samsung, UPS, Comcast to achieve their CX Goals.

Connect with Siva on LinkedIn.


About From Zero 2 Revenue

FROM ZERO 2 REVENUE is an avenue for successful entrepreneurs around the world to tell their stories on how they transformed their vision into reality.  We’ll learn about their products and services; and, the passion and character behind the leadership of the organization.  The show is designed to inspire and encourage struggling and future entrepreneurs to pursue their entrepreneurial dreams.

At the end of each episode, our listeners can expect plenty of takeaways! As the late Stephen Covey said, “All things are created twice – first in the mind, then in reality”.

About Our Host


Chris Yap is a seasoned BPO executive with over 17 years experience in the industry. Chris came to the US in 2005 to actively promote the Philippines, a preferred outsourcing destination of the world. In doing so, Chris was able to help generate over 40,000 jobs in the Philippines for companies like Dell, Covergys and West Teleservices, which are now consolidated with other large BPO companies in the world.

Chris has been happily married to Eizel for over 16 years and is blessed with 3 wonderful boys. In addition to his passion for business, Chris is also very passionate about helping to solve the child poverty problem. He is doing this by partnering with Food For The Poor where his company sponsors the feeding of children ages 5 and below on a monthly basis.

Connect with Chris on LinkedIn.

About Our Sponsor


Gabtech Global is a business process outsourcing company based in Glendale, Arizona with a fulfillment center in Bohol, Philippines.

Gabtech Global specializes in providing affordable outsourced customer support, after hours and overflow call center services, link building and Virtual Assistant Services.

They work with companies making $100,000 a year in revenue to companies making $100,000 a day in revenue.

Talk to an expert and see how outsourcing can work for you.