Olivier Duha: Pioneering Customer Experience Innovation with Webhelp
Biography of Olivier Duha
Olivier Duha is a prominent French entrepreneur known for
founding and co-chairing Webhelp, a global company focused on business process
outsourcing and client relationship management.
Olivier Duha's Academic Pursuits and Early Career
Olivier Duha pursued his education at ESCEM (School of
Business and Management) and the Audencia Nantes School of Management.
Following his studies, he embarked on his professional journey in 1992 at LEK
Consulting, where he specialized in strategy and mergers/acquisitions advisory.
His work took him to various cities including London, Paris, and Sydney.
Advancing Education and Professional Growth
In 1998, Duha furthered his education by earning an MBA from
INSEAD, a renowned business school. Subsequently, he transitioned to Bain &
Company, an American consulting firm, where he continued to refine his
expertise in consulting and strategic advisory services.
Founding Webhelp: A Vision for Online Assistance
In June 2000, Olivier Duha, alongside his former colleague
from Bain & Company, Frédéric Jousset, co-founded Webhelp. Initially, the
company aimed to provide online assistance services tailored to novice internet
users, leveraging expert consultants and customized research tools to meet
their needs.
Olivier Duha: Pioneering Customer Experience Innovation with Webhelp / Biography of Olivier Duha
Evolution into Global Contact Centers
Over time, Webhelp expanded its services to include global
contact centers, hotlines, telemarketing, and mail services, catering to a
diverse range of client needs. Today, the company has grown significantly,
employing over 100,000 individuals across more than 50 countries worldwide.
Webhelp's Global Presence and Impact
Webhelp's footprint extends across numerous countries,
including France, Morocco, Algeria, Romania, Belgium, Madagascar, the United
Kingdom, South Africa, the Netherlands, India, Portugal, Italy, and Germany.
With its widespread presence and diverse workforce, Webhelp continues to make a
substantial impact in the realm of client relationship management and business
process outsourcing.
Olivier Duha: Leading Customer Experience Innovation
Olivier Duha, co-founder of Webhelp and Vice Chair of the
combined entity Concentrix+Webhelp, spearheads a leading global provider of transformative
customer journeys.
At Webhelp+Concentrix, the focus is on designing,
delivering, and optimizing unforgettable human experiences tailored to the
demands of today's digital landscape.
With a commitment to helping both current industry leaders
and future unicorns thrive, Webhelp+Concentrix excels in creating exceptional
brand advocacy and loyalty across all B2C and B2B customer interactions.
With an extensive presence spanning over 70 countries and a
dedicated team of passionate professionals, Webhelp+Concentrix brings
intelligence, empathy, and expertise to the forefront, driving trusted and
enduring relationships between customers and brands.
From Human Search Engine to Customer Experience Pioneer
In 2000, when Frederic Jousset and I founded Webhelp, our
initial goal was to simplify internet searches for everyone. We envisioned a
human search engine because we believed that human intervention would always be
essential. Over time, fueled by our entrepreneurial spirit, this idea evolved
into pioneering exceptional customer experiences in the digital age.
Prior to launching Webhelp, my professional journey included
roles at Bain & Company, where I honed my skills in consulting, and LEK
Consulting, where I specialized in strategy and mergers and acquisitions.
Additionally, I had the privilege of serving as President and Vice President of
CroissancePlus from 2009 to 2013.
Beyond my professional endeavors, I find fulfillment in my
role as a husband and father to five wonderful children. Outside of family and
work, I indulge in my passion for travel and enjoy pursuing winemaking as a
hobby.
Olivier Duha: Author and Honors
Olivier Duha authored "Think human: La révolution de
l'expérience client à l'heure du digital" (in French), published in 2022
by Eyrolles, which explores the revolution of customer experience in the
digital era.
Additionally, in June 2010, Duha was honored as a Knight of
the National Order of Merit in France for his significant contributions and
achievements.
Webhelp's Commitment to Philanthropy and Social
Responsibility
Webhelp's Philanthropic Initiatives
Webhelp's dedication to philanthropy and social
responsibility is evident through the establishment of the Webhelp Shared
Foundation, now known as Share, Think Human. Sponsored by the Fondation de
France, this initiative was created to support education and inclusion,
reflecting Webhelp's values and commitment to making a positive impact in
communities.
Think Human Foundation: A Commitment to Education and
Inclusion
In alignment with this vision, Webhelp and co-founder
Olivier Duha founded the Think Human Foundation, aimed at furthering the cause
of education and inclusion. This initiative underscores Webhelp's belief in
leveraging its resources and influence to drive meaningful change and
empowerment.
Philanthropy as a Pillar of Webhelp's ESG Strategy
As part of its Environment Social Governance (ESG) strategy,
philanthropy has been integrated as one of the four strategic pillars at
Webhelp. This strategic approach underscores the company's holistic commitment
to sustainability and social responsibility, ensuring that philanthropy remains
an integral part of its organizational ethos.
Impactful Projects: Empowering Young People around the World
Through these efforts, Webhelp has supported 11 projects in 11 countries, reaching nearly 1500 young people. This impactful reach reflects the company's dedication to making a difference in the lives of individuals and communities around the world, further reinforcing its commitment to education and inclusion.
