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 […]
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 […]
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, the more fans and critics emerge. Recent polling out of Ontario (Canada’s largest and most commercially diverse province) suggests this polarizing effect is now playing out clearly between customers and […]
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 global event is sure to be tested. At one of the world’s largest customer experience forums, BPO participants from near and afar will do their best to stand out in […]
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 cycle surrounding this technology took hold just over two years ago, enterprises and outsourcers alike have been left scrambling to find their AI path forward. In the case of the […]
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 has in store for the coming 12 months. Not to be left out of this cavalcade of crystal balls, in full Zoltar mode, Ryan Strategic Advisory provides its take on […]
Latest Research – 2025 CX Technology and Services Buyers’ Outlook
Ryan Strategic Advisory is pleased to announce the publication of its 2025 CX Technology and Services Buyers’ Outlook. This report is designed to provide a snapshot of what those procuring CX technology solutions and services are considering in their plans for the coming calendar year. Some of the most important elements discussed in this document […]
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 like an obvious statement, there are significant implications in this rapid shift toward digital interactions. One of these is end-user frustration. Over the course of the past few years, as […]
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 sectors of the economy. The CX space has not been immune to this trend, with various scenarios reminiscent of a bad Space: 1999 episode being bandied about at customer management […]
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 starts and stops. The silver lining, as it were, is that many continue to enjoy work-from-home. But also, it has proven a banner year for shrewd analysis of the BPO […]