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, […]
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 […]
2026 CX Technology and Services Buyers’ Outlook
Ryan Strategic Advisory has published its latest outlook on CX technology and services trends for 2026. This report was based on a survey of enterprise customer experience managers based in Australia, Canada, Germany, the United Kingdom and the United States. According to the insights gleaned from this sample, there is notable commercial optimism among captive […]
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 […]
Best Practices in CX Services Marketing – 2024
Ryan Strategic Advisory is pleased to announce the publication of its latest industry research, Best Practices in CX Services Marketing – 2024. This document incorporates findings from the 2024 Front Office CX Omnibus Survey, which sounded the views of 750 enterprise customer experience leaders in 11 key demand markets across Asia-Pacific, Western Europe and North […]
Profiles in Emerging Outsourcer Success: 2024
Ryan Strategic Advisory is pleased to release Profiles in Emerging Outsourcer Success: 2024, the latest research identifying the most disruptive up-and-coming customer experience outsourcing providers to watch in 2024. This is the third iteration of this report, and it highlights six rapidly-growing CX services players that should be on the radar of executives across the […]
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 are beyond fed up. The excuses of not enough staff, high wage rates, and so on do not really matter to an end-user who needs information on a utility bill, […]
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 in the world of business. With that in mind, it is worth reviewing what drove customer experience management in the 1980s. Beyond the horrors of disco and the depression of […]
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 over. Thus, in no specific order, Ryan Strategic Advisory is pleased to share its ideas on what will define customer experience for the next 12 months. Realistic expectations around Generative […]
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 next big, shiny solution that’s hailed as vital to contact center success. This has been seen across the CX spectrum multiple times, ranging from innovations in analytics to the latest […]