Latest Research – Offshore CX Confidence Index 2025
Cognitive Copy and Ryan Strategic Advisory are pleased to jointly publish the Offshore CX Confidence Index 2025. Get fresh insights into 16 global BPO and CX outsourcing locations with our most comprehensive and interactive Index to date. 🏢 Categorized Confidence: Find out what 220+ CX and BPO leaders think about global labor markets, infrastructure, public […]
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 […]
America and the Nearshore: 2025
Ryan Strategic Advisory is pleased to announce the publication of America and the Nearshore: 2025. This report is the annual analysis of key BPO / CX trends in the established and emerging destinations of Latin America and the Caribbean. With global political / economic uncertainty running at high levels, no outsourcing delivery region is immune […]
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 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 mused aloud at which avatars would best represent us online; everyone grooved to Shakira’s Waka Waka in the wake of South Africa’s FIFA World Cup extravaganza. But, in the CX […]
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 wisdom that has been trotted out at every contact center trade show of late seems to dictate that front-line support is all but withering on the vine, and that total […]
Latest Research: Key CX Trends in the Public Sector – 2025
Tayma Solutions and Ryan Strategic Advisory have jointly published the latest research related to customer management in the public sector. This industry brief was co-authored by Tayma Solutions’ Principal Consultant Lian Rowlands and Peter Ryan, Principal Analyst at Ryan Strategic Advisory, and covers the most important CX dynamics within government bodies. ‘Government CX leaders clearly […]