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 […]
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 […]
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 […]
eCall Growth Highlights Eastward Push of European Nearshore
There’s plenty of interest in finding the right arbitrage model when it comes to customer experience management. This is the case across major demand markets, where onshore delivery has become virtually untenable. In the context of European outsourcing, the scope in nearshore possibilities has never been more pronounced. But Europe’s nearshore is evolving. What were […]