BPOs Can’t Delay Bolstering Cybersecurity Capabilities
No one should underestimate the extent to which digital crime continues to menace businesses across sectors. High profile hacks are regularly reported, and the impact on individuals affected is so great that it is nearly impossible to quantify. It was with this backdrop that Huntress and Ryan Strategic Advisory recently hosted a thought-leadership lunch in […]
Recent Elections Could Reshape Nearshore CX
When it comes business continuity, today’s geo-political dynamics are keeping things interesting. In this context, recent elections have the potential to change customer management in the European and American nearshores. With voters expressing a will for change in crucial delivery markets, this may provide outsourcers and their clients with re-emerging alternatives; in others, it could […]
Breaking Down CxOutsourcers 2026 in Ottawa
As members of the international BPO community return to their homebases following CxOutsourcers last week, the time has come for reflection on the key themes that emerged from the 2026 mindshare gathering. Held in Ottawa at the venerable Chateau Laurier, the 7th iteration of this annual event opened the eyes and minds of delegates across […]
Key Takeaways from CCW Berlin 2026
The customer management world anticipates a number of events each year, and CCW Berlin counts among them. The 2026 iteration of this annual gathering took place last week, during which a mix of vendors, enterprise buyers and industry influencers assembled across the vast Estrel conference facility on Berlin’s eastern flank. As with any such conference, […]
Back-to-Office Mandate a Challenge for BPOs in 2026
For all intents and purposes, the days of remote work as the norm for contact center management (or any other sector for that matter) are a thing of the past. In 2026, leaders across organizations appear more intent than ever to centralize all aspects of operations in-office, and this is filtering down to management of […]
2026 CX & BPO Trends to Watch
Welcome to 2026! In many ways, 2025 provided some clarity around the path of advanced technologies in CX delivery, but a great deal of murkiness still abounds. In addition, with consumer dissatisfaction remaining problematic across many demand markets, enterprises and their customer management partners face considerable pressure to improve front-line service. And, at the time […]
Entrepreneurial Spirit is Essential for CX Outsourcing
In today’s customer management services sector, no one should underestimate the need for a good dose of entrepreneurial spirit. In any industry, it has been said that the best ideas come from upstart organizations, ones where executives are hungry for success and willing to take risks. Unfortunately, swimming through the murky waters of today’s CX […]
iQor Charts Bold CX Path During 2025 Analyst Day
Let it never be said that originality is dead in customer management outsourcing. Sadly, over the past few years, attempts to stand out from the crowd have been less evident, given the follow-the-leader bandwagon jumping of which so many outsourcers have been guilty, evidenced by a plethora lame attempts to rebrand themselves as ‘AI providers’. […]
5 Strategies to Drive Great CX During Q4
Who doesn’t enjoy the end-of-year buying jungle? For shoppers, the chance to take advantage of new products, whether sold in-store or online, is both challenging and fulfilling. But, the same cannot be said for the individuals tasked to support what is always a sharp spike in enquiries during this period. For those running captive contact […]
2025 Customer Service Indices Are Stagnant: Here’s Why
In today’s commercial environment, there are ample reasons for consumers to be optimistic. Inflation appears to be curbing relative to a few years ago and the desire to buy goods or services is strong in key demand markets. Why then do customer service indices in some of the largest developed economies remain anemic? There’s no […]