CX Hot Take
Peter Ryan has built a career on asking hard questions and sharing informed perspectives. Here, he offers timely analysis on the issues, innovations, and inflection points shaping the fast-moving CX industry.
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...
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...
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...
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...
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...
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...
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...
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...
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...
Growing Disconnect Between Consumers and Businesses Around AI in CX
Hype cycles inevitably breed polarization, regardless of the product, service, or personality in question. The more space that anything occupies in print and digital media,...
BPOs Must Rethink Social Media CX Provision
Remember the heady days of 2010? The world was recovering from the worst economic crisis since the end of the Great Depression; young and old...
Offshore CX is More Relevant Than Ever – Here’s Why
In today’s era of CX hype-cycles, it is important for any customer experience leader not to lose sight of the basics. Sure, the so-called conventional...
BPOs: Lead with Comprehensive CX Service Offerings, Not Just AI!
As many in the CX universe converge in the beautiful American southwest for CCW Las Vegas, the mettle of outsourcers and their representatives attending this...
Canadian Telecom Summit Highlights Telco CX Imperative
The future of customer experience as a competitive differentiator was the talk of the 24th annual Canadian Telecom Summit, which was held in Toronto under...
Key Learnings from CxOutsourcers 2025 in Munich
Less than 2 weeks ago, CxOutsourcers 2025 was held in Munich. Set in the elegant Münchner Künstlerhaus and expertly chaired by Andrew Wrobel, this was...
India is the Most Favored Offshore CX Delivery Point in 2025
Ryan Strategic Advisory’s annual sounding of enterprise contact center buyers indicates that for the third straight year, India is the most-favored offshore destination for customer...
Five Takeaway from the Alliance BPO Leadership Summit
In today’s CX environment – which is prone to vacuous hype cycles like no other time in recent memory – true thought leadership around third-party...
AI White Noise Muddying Today’s CX Waters
The extent to which the CX market remains confused around the role of artificial intelligence continues to confound both buyers and consumers. Since the hype...
Egypt BPO Poised for Growth in 2025
There are few offshore destinations with as much BPO legacy than Egypt. The leaders from across its outsourcing ecosystem have used the past two decades...
Top CX Predictions for 2025
It’s that time of year again, the one in which customer experience observers the world over lay out their predictions around what the CX market...
What CX Leaders Can Learn from Wham!
Lovers of pop music will undoubtedly have read the autobiography by Andrew Ridgeley, which touches on so many interesting and unexpected aspects of 80s supergroup...
Onus on CX Leaders to Change Chat-Bot Narrative
There is no getting away from it – robotic, AI-driven front-line technologies continue to be a reality in customer management. And, while this may sound...
ibex Expansion Validates Honduras CX Value Proposition
On occasion, things that have been around for some time can run obsolete, while others prove the value of investment. Think a Delorean versus a...
Partnerships Crucial to CX Tech Vendor Success
With the focus around customer management being done better, faster and more efficiently via technology solutions, the pressure is on vendors of these CX tools...
Key Take-Aways from the iQor Trinidad Analyst Day
While the tendency among many BPO operators has been to de-emphasize analyst days over the past few years, kudos to iQor for bucking this trend....
4 Emerging Offshore CX Locations to Watch
There is ample reason to assume that 2025 will hold a great deal of change for both CX players and their respective clients. And while...
Real-time Voice Translation Biggest BPO Disruptor in Years
Since the launch of ChatGPT, the entire world has been consumed by hype cycles around what AI can do to simplify business processes for different...
5 Musts for Emerging Offshore Destinations
There can be no doubt that while the the CX offshore delivery environment is flattening as 2024 winds down, there are still new destinations that...
North Macedonia is Europe’s Nearshore BPO Location to Watch
Long gone are the days of new outsourcing locations popping up almost overnight. In 2024, the reality is that few jurisdictions have not been prospected....
CCMA BPO Summit Highlights Culture as a CX Buyer Priority
Sometimes nothing beats hearing straightforward feedback. And, while the hard truth may be tough to take, it is better than sugar coating or tiptoeing around...
India is the Most Favored Offshore CX Delivery Location in 2024
The Philippines and South Africa tie for the silver medal, Malaysia places 3rd; low favorability marks for Honduras and Serbia India retains the title of...
CX Services Market Ripe for Larger BPOs
As with all things in life, the CX services market is evolutionary. Like short-lived trends in fashion or music, customer management delivery models come and...
Kosovo Emerging as a Hidden BPO Gem in Europe’s Nearshore
There are fundamental shifts taking place in offshore delivery. Geographic options once deemed de facto destinations for servicing specific countries and language groups have been...
BPOs Must be Mindful of M&A Messaging
No one can doubt that the BPO sector is in a period of consolidation. Some may argue that this has been the case since the...
CCW 2024 Highlights Game-changing Multilingual Delivery Shift
Just when the CX sector seems to be humming along nice and smooth, something overturns the apple cart. There is never a dull moment in...
Key Takeaways from Transcom’s Tech Hub in Zagreb
One of the things that keeps the CX space interesting is getting to see up close and personal innovative ways of reshaping the relationship between...
Poor CX? 2024 Elections May Change That!
Whether it be digitally driven interactions or those over the telephone, customer experience has been in a tailspin for some time. Consumers around the world...
What We Can Learn from CX in the 80s
Everyone gets nostalgic for certain elements of days gone-by, in many cases seeing the past through rose-tinted glasses. But history counts for quite a lot...
Top CX Predictions for 2024
Entering the New Year, prognostications for CX in 2024 are coming fast and furious, with no shortage of audacious predictions from thought leaders the world...
There is a Digital CX Duty of Care for Customers
Customer service delivery does not stay still for long. As consumers interact with businesses from which they buy products and services in different ways, the...
Teleperformance Specialized Services Ready for a Multi Speed World
By Sean Goforth, Director of Syndicated Research at Ryan Strategic Advisory Europe’s major economies are tottering near recession. Yet, 3rd quarter US GDP growth far...
Tensions Between Serbia and Kosovo May Lead BPOs Reassessing the Balkans
By Sean Goforth, Director of Syndicated Research at Ryan Strategic Advisory Military tension between Kosovo and its larger neighbor Serbia flared up again recently, the...
Evolving CX Environment Means Rethinking Ideal Agent Profile
Uncomfortable conversations are part of life. Addressing the elephant in the room is never fun, but to avoid doing so only results in greater heartache...
BPOs Need to be Wary of FOREX Shifts
There are no guarantees in life. Yet, it never fails to surprise the extent to which individuals get overly comfortable and when a sudden change...
Inspiro Client Advisory Board Highlights CX Tech Imperative
No reasonable person can deny the extent to which technology has taken on a profound meaning in daily life. Today, the way that names of...
Threads Launch Shows Social Media’s Importance for BPOs
The world is a strange place at the moment. And, just to confuse things even more, recently there was the launch of a new social...
ESG Essential to BPO Competitiveness
Today’s commercial reality is much different than even a few short years ago. In 2023, consumers and employees place a greater emphasis on the type...
BPOs Need to Rethink CX Messaging and Comms Strategies
Competition in the BPO sector makes it increasingly difficult to stand out from the crowd, so one might think that customer service providers would proactively...
5 Impacts of CX BPO Mega-Consolidation
Mergers and acquisitions denote an industry that is profitable, growing, and attractive—good health indicators for any sector. In the CX outsourcing space, the recent frenzy...
India is 2023’s Most Favored Offshore CX Delivery Location
India ranks first among enterprise CX decision-makers as their most favored choice for offshore customer management delivery for the second consecutive year. The results are...
Redial BPO Readies Service Delivery from South Africa
By Sean Goforth, Director of Research at Ryan Strategic Advisory With the addition of more than 200 seats already this year, it has been busy...
CrossConnect Forum Showcases Caribbean-UK CX Opportunities
Lockdowns have ended and the ‘new normal’ for business has arrived. Consequently, both outsourcers and their clients are seeking out new terrains, including places that...
The Metaverse is an Opportunity for BPOs
Disruptive CX technologies are common enough. New solutions are launched each year, and in this environment it is easy for executives to seek out the...
TELUS International on a CX Tear
TELUS International surpassed expectations in its last three months of business, the latest in a string of metrics that highlight the company’s growing clout in...
South Africa Professes Non-Alignment – BPOs Be Wary
By Sean Goforth, Director of Syndicated Research at Ryan Strategic Advisory Russia’s invasion of Ukraine began almost a year ago. Outsourcers had to quickly respond....
Top 5 CX Predictions for 2023
2022 confounded many in the CX industry; the impact of surging inflation, geopolitical events, tight labor markets, and new tech developments meant the need to...
Balkan Instability Threatens Serbia’s BPO Momentum
Recent border skirmishes between Serbia and Kosovo have once again brought instability in the Balkan region to the forefront of the public discourse. While tension...
5 Strategies for Investment Promotion Agencies to Lure BPOs
As outsourcing stakeholders aim to bring more services-based business into their jurisdictions, the role of investment promotion agencies has never been so important. No matter...
Frontier Airlines Gambles Big by Ditching Voice CX
In perhaps the most dramatic CX move from a North American company in 2022, Frontier Airlines said that it is ending its voice-based customer support....
Intersect-HP / Ventrica Deal Highlights CX Value of Partnering
Achieving the best possible outcomes in a CX setting relies on accessing top-flight talent and resources. For an outsourcer to do so, it must have...
TELUS International Deepens Digital Services with WillowTree Deal
By Sean Goforth, Director of Syndicated Research at Ryan Strategic Advisory In the latest instance of a CX management firm beefing up its capabilities, global...
Leveraging Blockchain as a CX Disruptor
In their efforts to improve customer interactions, CX leaders are challenged to optimize processes, improve cyber security / data protection, and empower agents through accessible,...
Citizen CX Must Form Part of a New Social Compact
By Sean Goforth, Director of Syndicated Research at Ryan Strategic Advisory Western governments often do a poor job of helping citizens over the phone or...
CX Fraud Prevention a BPO Sweet Spot
For CX leaders, the need to guard against the threat of fraud is essential. Bad actors have never been as pervasive or as sophisticated as...
Greenfield a Viable Strategy for US BPO Market Entry
As more outsourcers seek entry into the US CX space, there is growing uncertainty about how to do so. With consumer activity picking back up,...
Eastern European BPO Resilient 6 Months After Ukrainian Invasion
Special commentary by Sean Goforth, Director of Syndicated Research at Ryan Strategic Advisory About a month ago, a leading business service advisory hosted a webinar...
CX Differentiation Based on Accent and Language is Passé
The hallmarks of customer experience management have evolved over the past thirty years. And, while various advantages have been highlighted at different points in time,...
Digital Nomads Can Fuel Gig CX
Even before the pandemic hit, more and more workers began shunning the traditional office in favor of other environments in which they can practice their...
yoummday Makes Solid CX Gains With ICON Acquisition
The summer months can be quiet in the CX market. Granted, interactions often spike as consumers ramp up vacation plans, which certainly has been the...
July Holiday Weekend Air Travel Chaos Spells BPO Opportunity
The ongoing inability of air travel providers to manage spikes in demand scuttled recent plans to enjoy Canada Day or Independence Day for many in...
Serbia a Hidden European Nearshore BPO Gem
As executives aim to find a new balance between shoring delivery models, it is abundantly clear that the capacity to source new locations that drive...
Unequal Pay for US Latinos Cause for Concern Across the Nearshore
By Sean Goforth, Syndicated Research Director at Ryan Strategic Advisory This week BPO thought leaders will meet at the Nexus 2022 conference in New York...
Embracing Celebrities Can Make a Difference for BPOs
The global embrace of celebrity culture has become tiresome to many. Tales of scandal, bad behavior and general banality surrounding film stars, singers, b-list social...
itel Kingston Expansion Symbolizes Jamaica’s BPO Confidence
In the past 20 years, any number of offshore CX delivery locations have burst onto the scene only to quickly fizzle out. That cannot be...
BPOs Must Prepare for Economic Uncertainty
The uncertainty that has pervaded business since early 2020 shows little sign of abating. Within this vortex, the next chapter of economic uncertainty will be...
GlowTouch Surpasses Hi-Tech Expectations by Harnessing the Human Touch
By Sean Goforth, Director of Syndicated Research at Ryan Strategic Advisory Hi-tech business is often associated with the relentless march of automation in service delivery....
Video kiosk CX Requirement an Opportunity for BPOs
If there is one constant in CX, it is that evolving client needs should not be underestimated. Not only is one of the factors that...
CX Reshoring a Culture and Security Play
By Steve Weston and Peter Ryan The idea of reshoring capacity from the offshore back into domestic confines has been on the minds of CX...
India, South Africa tie for 2022’s Most Favored CX Offshore Delivery Points
Poland, Philippines tied for 2nd place; Mexico returns to the Top 5 in 2022 India and South Africa are this year’s most favored offshore delivery...
BPOs Need to be Flexible in Hybrid CX Delivery
Hopefully, we are nearing the long-awaited return to normal. Or, is it the ‘new normal’? Certainly, airports are filling up with travelers (just look at...
Russian Invasion of Ukraine Promises CX BPO Disruptions
By Sean Goforth and Peter Ryan For two weeks now, the world has witnessed the horrors of the Russian invasion of Ukraine unfold on their...
Finally, Government Goes CX
By Sean Goforth, Director of Syndicated Research Better government CX for citizens may be in the works. Six weeks ago, buried amid holiday jingles and...
Training Needs to be a BPO CX Differentiator
As 2022 gains steam, businesses face the reality of retaining end-users while also trying to win new ones. How best to achieve this goal goes...
EDOs Must Be Bold in 2022 to win CX Investment
There are times to play it safe, and times for a riskier approach. When it comes to luring new CX investment to jurisdictions, economic development...
Top 5 CX Predictions for 2022
As 2022 beckons trepidation and optimism with the pandemic entering its third calendar year, CX actors must plan for what lies ahead. From a contact...
2021’s Best in CX BPO Analysis
By Sean Goforth With dashed expectations of a return to normal life, the second year of COVID-19 has been a deadly and frustrating staccato of...
Offshore BPO Confidence Index Reveals Need for Balanced Selection Approach
As outsourcers move toward what they hope will be a positive 2022, many offshore and nearshore destinations are preparing to establish their positioning to win...
Spotify Wrapped Highlights Importance of Consumer Insight
An organization’s ability to know its consumers is no longer a pie-in-the-sky concept. Today, this is an achievable objective and one for which every enterprise...
Unrest Means BPOs Need to Leverage Europe’s Nearshore Diversity
No offshore region has garnered more interest of late than Europe’s nearshore. This collection of countries that spans from Central Europe to the Caucuses has...
Addressing the agent dynamics of outsourced content moderation
By Sean Goforth The task sounds straightforward: apply a set of decency rules to social media videos or images. That’s what many content moderators do...
Jamaica Sustains CX BPO Momentum
As outsourcers consider how best to deliver customer management services across multiple hubs, the question ‘where next?’ looms large. For English-language requirements, it is ever...
Onshore Capacity in Sourcing Markets Crucial for BPOs
Some trends come and go. In the domain of CX, experienced customer management executives are adept at discerning the difference between a flash-in-the-pan versus the...
Teleperformance Innovates CX Training using Gamification
The training of contact center agents has taken on a life of its own over the past decade. Front-line agents are, after all, at the...
Slovenia Strikes CX Balance Between Quality and Cost
The European nearshore continues bringing bold opportunities for CX investors. Over the past two decades, as interest in Central & Eastern Europe has grown, new...
US Hispanic Community Remains Key CX BPO Segment
Adaptability is crucial to customer management service delivery. Outsourcers need to tailor their offerings to reflect consumer nuances in each particular demand market. Nowhere is...
BPO Partnering Remains a Viable Business Model
Delivering the best results to clients lies at the core of the outsourcing business model. And, while it is clear that the BPO community aims...
BPO Site Choices Highlight the Need for Geographic Diversification
As the world continues to watch with uncertainty as emerging COVID19 variants impact all aspects of daily lives, forward-looking BPO players are planning accordingly. Despite...
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...