As OpenContact celebrates its 25th anniversary, our CEO Fiona Brown reflects on the people, principles and partnerships that have shaped the business over a quarter of a century and why, in an industry transformed by technology, human connection still matters more than ever.
“This year marks 25 years of OpenContact, and it’s a moment that fills me with immense pride, gratitude and reflection.
When OpenContact was founded, the customer contact industry looked very different. Call volumes were lower, channels were simpler, and technology was far less advanced. What hasn’t changed, however, is the reason people pick up the phone or make contact in the first place: they want to be listened to, understood and helped by someone they trust.
That belief has guided OpenContact for a quarter of a century.
Built on relationships, not transactions.
Over the last 25 years, we’ve had the privilege of working with organisations that have stayed with us not for months, but for many years. Those long-standing client relationships are something I value enormously. They exist because we’ve always focused on partnership, not just service delivery — taking the time to understand each organisation, its customers, its pressures and its values.
Equally important are the people behind the service. Many of our team members have grown with OpenContact, developing deep expertise, mentoring others and shaping the culture that defines us today. Their professionalism, empathy and pride in their work are the foundation of everything we do.
An industry transformed
The customer contact sector has evolved dramatically. We’ve seen the rise of multi-channel engagement, data-driven insights, automation, AI, and global offshoring. Each wave of change has brought opportunity — and challenge.
AI is now a core part of modern customer service, and we actively embrace it. We work with established and emerging AI technologies to support efficiency, insight and consistency. Used well, AI enhances service — it doesn’t replace it. It helps teams respond faster, understand patterns, and remove friction from the customer journey.
But what we’ve learned is this: technology works best when it supports people, not when it replaces them.
Human connection still matters
As AI accelerates, the value of person-centred customer experience has only increased. When a customer or member needs reassurance, clarity or empathy, they still want a human conversation — especially in moments that matter.
At the same time, the growth of offshoring has changed perceptions of cost and delivery. In that landscape, UK-based customer contact has become a premium proposition. It represents trust, cultural understanding, data confidence and quality — and for many organisations, that reassurance is worth investing in.
OpenContact has remained proudly UK-based, delivering high-quality customer service that reflects our clients’ brands, values and tone of voice.
Our values haven’t changed
What has kept us relevant for 25 years isn’t just adaptation — it’s consistency of values.
We still believe in:
- Doing the right thing, even when it’s harder
- Treating customers with care and respect
- Supporting our clients as partners, not suppliers
- Investing in our people and their development
- Adapting thoughtfully, without losing our human focus
Those principles have guided us through change, growth and innovation — and they will continue to guide us into the future.
With thanks
To our clients — past and present — thank you for trusting us, challenging us and growing with us.
To our team — thank you for your commitment, your warmth, and your professionalism. OpenContact is what it is because of you.
And to our partners — including those shaping the future of AI and customer experience alongside us — thank you for helping us evolve while staying true to who we are.
After 25 years, I’m more confident than ever that great customer experience is built on people, supported by technology, and driven by values.
Here’s to the next chapter.”
Fiona Brown
CEO, OpenContact