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 said for the Caribbean’s leading CX destination Jamaica. Over a decade and a half, the island has delivered both digital and voice interactions for end-users in the English-speaking world. However, […]
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. Without a doubt, artificial intelligence and other leading technologies are creeping further into outsourcers’ business models. Clients demand it. In many markets, it offers a compelling way to control labor […]
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 screens. No matter how long it lasts, the human tragedy of this invasion must remain the first thing that comes to mind. A second-order concern is the impact that this […]
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 officers (EDO) can no longer take a business-as-usual approach. The need for locations to differentiate themselves has never been so intense. This means ensuring a thorough, multidimensional approach to investment […]
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 new BPO deployments. Still, this dynamic is rapidly evolving. Now, for countries looking to secure new outsourcing investment, a location’s capacity to offer the best operating environment possible has never […]
2021 Offshore BPO Confidence Index Now Available
Cognitive Copy and Ryan Strategic Advisory are pleased to announce the publication of the 2021 Offshore BPO Confidence Index. This report assesses the extent to which outsourcing operators in 12 offshore and nearshore locations view the national operating environment from which they deliver services to end-users in key sourcing markets. The countries studied in this […]
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 more apparent that Jamaica offers notable advantages for BPOs. Several recent outsourced customer management investments on the island nation are the most recent validation of Jamaica’s promise. Both third parties […]
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 destinations in the region have emerged as prospective sites for customer management deployments. One of the most recent pledges to the CX fraternity is Slovenia. Slovenia offers several competitive elements. […]
THE EUROPEAN NEARSHORE: Dynamism in the Face of a Pandemic
Ryan Strategic Advisory is pleased to release its newest research from nearshore analyst Sean Goforth, titled THE EUROPEAN NEARSHORE: Dynamism in the Face of a Pandemic. This report delves into the key elements of contact center delivery in Central & Eastern Europe and North Africa, specifically supporting end-users in Western Europe. The report leverages key […]
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 the obvious changes in lifestyles and working models, customer management activities continue at a frenetic pace. This is positive in that consumers continue to purchase goods and services. But the […]