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 […]
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 […]
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. […]
CX Services Market Ripe for Larger BPOs
As with all things in life, the CX services market is evolutionary. Like short-lived trends in fashion or music, customer management delivery models come and go, some as fast as the latest flavor of the month. For some time, enterprises strategically embracing smaller contact center operators has been a popular topic of discussion. But there […]
BPOs Need to Rethink CX Messaging and Comms Strategies
Competition in the BPO sector makes it increasingly difficult to stand out from the crowd, so one might think that customer service providers would proactively communicate their value proposition to clients. But new research conducted by Ventures Consulting and Ryan Strategic Advisory shows that this is not the case. In fact, this recently-conducted research indicates […]
Balkan Instability Threatens Serbia’s BPO Momentum
Recent border skirmishes between Serbia and Kosovo have once again brought instability in the Balkan region to the forefront of the public discourse. While tension between these two countries is nothing new, this latest flare-up has the potential to stir further uncertainty among prospective clients and potential outsourcing investors that are interested in Serbian business […]
Eastern European BPO Resilient 6 Months After Ukrainian Invasion
Special commentary by Sean Goforth, Director of Syndicated Research at Ryan Strategic Advisory About a month ago, a leading business service advisory hosted a webinar where analysts cautioned that BPO investment was moving westward across Europe. The conclusion they reached was that Lisbon was fast becoming a go-to locale for outsourcers looking to position for […]
NEW REPORT – Europe and the Nearshore in 2022
Ryan Strategic Advisory has published a new report on the impact of CX service delivery in Europe’s nearshore following the invasion of Ukraine by Russia earlier this year. Written by Sean Goforth, Ryan Strategic Advisory’s Director of Syndicated Research, this report heavily leverages findings from the recently-published 2022 Front Office CX Omnibus Survey, which sounded […]
BPOs Must Prepare for Economic Uncertainty
The uncertainty that has pervaded business since early 2020 shows little sign of abating. Within this vortex, the next chapter of economic uncertainty will be based around the prospect of recession as opposed to health crises or geopolitics. Rising prices, climbing interest rates alongside falling corporate profits and tumbling stock markets are all wreaking havoc […]