Forward Emphasis International (FEI) is a leading provider of customer experience management (CXM) and business process outsourcing (BPO) solutions, authorised in its own right by both the FCA and Central Bank of Ireland, and specialising in serving complex end-to-end customer support across the regulated industries such as banking, financial services and insurance (BFSI), and other sectors where compliance, accuracy, and security are paramount.
With a successful 25-year history, FEI progresses into a new era of growth expansion in Ireland, committed to its vision to create high-quality employment opportunities in rural and remote areas. FEI has grown into a company known for its innovative approaches, deep industry expertise, and commitment to client success.
Specialists in complex, regulated industries
FEI’s expertise lies in its ability to manage intricate processes for industries where precision and regulatory compliance are critical. The company’s deep understanding of these sectors allows it to offer tailored solutions that meet the stringent requirements of its clients. FEI’s services extend across the full customer journey and customer service, sales and retention, claims management and back-office processing, data management, and compliance services, all delivered by a highly skilled, FSA-accredited workforce. The company’s focus on regulated industries ensures that its processes and systems are robust, secure, and capable of handling sensitive information with the utmost care.
Innovation in Customer Experience Management (CXM)
In an era where customer experience is a key differentiator, FEI stands out by offering cutting-edge CXM solutions that enhance customer engagement and satisfaction. The company continues to invest in emerging technology to partner with clients as they navigate new horizons with artificial intelligence and automation. FEI advances in edtech for the BFSI sector, alongside an established skills development and FCA qualification program, ensures that its clients are well-positioned to meet the evolving expectations of their customers in a rapidly changing market with a strong, tenured workforce at the helm.
Commitment to Rural Employment and Workforce Development
One of the unique aspects of FEI’s business model is its commitment to creating sustainable employment opportunities in rural and remote areas of Ireland. The company’s anchor location in Malin Head is complemented with a growing workforce in Buncrana and a satellite location in Belfast, supporting local economies and developing a dedicated and skilled workforce that might otherwise have limited access to high-quality jobs. FEI invests heavily in the professional development of its employees, offering continuous training and education programs that enable them to advance their careers. This focus on workforce development ensures that FEI’s team members are equipped with the latest skills and knowledge, making them valuable assets to the company and its clients.
Forward Emphasis International is more than just a BPO provider; it is a company driven by innovation, a commitment to excellence, and a dedication to making a meaningful difference in the lives of its employees and the success of its clients.
FEI looks to the future with a goal of tripling its size by 2025. The company’s growth strategy is centered around leveraging its expertise in regulated industries, deepening its technological capabilities, and expanding its service offerings to meet the needs of a broader client base. FEI is also focused on forming strategic partnerships and investing in proprietary technology development to stay ahead in the competitive BPO and CXM landscape.