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 the European and American nearshores. With voters expressing a will for change in crucial delivery markets, this may provide outsourcers and their clients with re-emerging alternatives; in others, it could […]
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 […]
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 […]
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 experience delivery. The 2025 CX Technology and Global Services Survey collated the views of 819 captive contact center leaders in 12 national demand markets based in Western Europe, Asia-Pacific and […]
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 wisely. Today, Egypt stands at the ready to not only absorb more CX-driven business processes but is poised to make an impact in the lucrative value-add service sectors. In […]
Latest Research – Offshore BPO Confidence Index 2024
Cognitive Copy and Ryan Strategic Advisory are pleased to publish the Offshore BPO Confidence Index 2024. 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 BPO leaders think about global labor markets, infrastructure, safety, political and economic stability, […]
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 the impact of AI-driven tools on shifting the delivery dynamic cannot be underestimated, the idea that overseas support will disappear in the near to medium term remains unrealistic and unlikely. […]
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 […]
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 are popping up to tempt contact center executives. Two recent examples include North Macedonia, which has drawn significant interest among European BPOs and their clients, as well as Fiji, a […]
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 occurs, they are invariably caught out. In the timeless lyrics of Tears for Fears, all for freedom and for pleasure, nothing ever lasts forever. Truer words have never been spoken […]