Europe and the Nearshore: 2025
Ryan Strategic Advisory’s annual barometer of outsourcing trends related to the European nearshore has now been published. Europe and the Nearshore: 2025 outlines the most factors impacting the delivery of third-party CX services from Central / Eastern Europe and various countries in the Middle East and Africa. “The business world has faced significant macro-level challenges […]
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 […]
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, […]
Latest Research – CX Offshore Trends in Asia-Pacific
Ryan Strategic Advisory is pleased to announce the publication of its latest thought-leadership document, CX Offshore Trends in Asia-Pacific, written by Research Partner Sean Goforth. This is the first formal report published by Ryan Strategic Advisory on what is arguably the region with the longest legacy of providing front-line services to an expanding list of […]
India is the Most Favored Offshore CX Delivery Location in 2024
The Philippines and South Africa tie for the silver medal, Malaysia places 3rd; low favorability marks for Honduras and Serbia India retains the title of most favored offshore CX delivery destination in 2024, according to this year’s Front Office CX Omnibus Survey by Ryan Strategic Advisory. This marks the second year in a row that […]
India is 2023’s Most Favored Offshore CX Delivery Location
India ranks first among enterprise CX decision-makers as their most favored choice for offshore customer management delivery for the second consecutive year. The results are based on the views of 712 interviews conducted with captive contact center decision-makers based in North America, Western Europe, Japan and Australia during the second half of Q1 2023. It […]
Redial BPO Readies Service Delivery from South Africa
By Sean Goforth, Director of Research at Ryan Strategic Advisory With the addition of more than 200 seats already this year, it has been busy times at Redial BPO. The outsourcer’s growing list of North American clients increasingly demand CX for financial services, logistics, and healthcare, relatively high-margin verticals that Redial BPO supports. Since 2017, […]
South Africa Professes Non-Alignment – BPOs Be Wary
By Sean Goforth, Director of Syndicated Research at Ryan Strategic Advisory Russia’s invasion of Ukraine began almost a year ago. Outsourcers had to quickly respond. Nations had to decide which side they were on. Within days, a host of African nations including Kenya, Nigeria and Rwanda voted in favor of a UN General Assembly measure […]
New Report – Offshore BPO Confidence Index 2022
Ryan Strategic Advisory, in partnership with Cognitive Copy, is pleased to announce the publication of The Offshore BPO Confidence Index 2022. This document encapsulates the soundings of country managers in 17 different offshore and nearshore delivery points. The previous iteration of this report was published in early December last year. Executives participating in this study […]
India, South Africa tie for 2022’s Most Favored CX Offshore Delivery Points
Poland, Philippines tied for 2nd place; Mexico returns to the Top 5 in 2022 India and South Africa are this year’s most favored offshore delivery points, according to the 2022 Ryan Strategic Advisory Front Office CX Omnibus Survey. The input of nearly 700 enterprise contact center leaders in the annual produced a statistical tie for […]