CX Reshoring a Culture and Security Play
By Steve Weston and Peter Ryan The idea of reshoring capacity from the offshore back into domestic confines has been on the minds of CX decision-makers for years and, to some extent, has gained momentum recently. This was highlighted in recent buyer research conducted jointly between Ryan Strategic Advisory and SK Weston & Company, which […]
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 […]
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 […]
Interest Growing in CX Delivery from the United Arab Emirates
As 2021 moves toward its halfway point, there is a palpable sense that CX decision-makers are willing to look for new, innovative delivery solutions. With this in mind, both enterprise CX executives and their BPO partners are desperately looking to update business continuity plans. This means revisiting offshore delivery strategies, with the aim of expanding […]
South Africa is 2021’s Most Favored Offshore CX Delivery Location
South Africa is the most favored offshore CX delivery location in 2021, after three consecutive years in 2nd place according to the annual Ryan Strategic Advisory Front Office BPO Omnibus Survey. In 2021, this research initiative sounded the views of 628 enterprise contact center decision-makers across the demand markets of Australia, Canada, France, Germany, Italy, […]