Opinion
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142New research underlines importance of accredited BPO providers
January 15, 2026
Following the release of new research, a leading industry expert has called on BPO providers to be more transparent to help potential...
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3382026 CX & BPO Trends to Watch
January 6, 2026
Welcome to 2026! In many ways, 2025 provided some clarity around the path of advanced technologies in CX delivery, but a great...
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262The Next Evolution of Outsourcing
January 5, 2026
Go Digital or Go Home Fortune 500 companies across all industries are laser-focused on the pace of innovation, the deployment of new...
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420Beyond GenAI: Why Agentic AI Is the Real Transformation Wave
December 18, 2025
Ethenta is a recently launched advisory company focused on helping companies understand and transform using agentic AI. Agentic AI is a transformative...
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1.0KAI Is Everywhere. Capability Isn’t: Why The Future of CX Belongs to Organisations Who Build the Right Teams
December 12, 2025
Why CX, BPO & GBS organisations need people, not platforms, to unlock AI’s full value. As organisations race to adopt AI, the...
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399The future of outsourcing? Build smarter, elevate faster, return stronger
December 11, 2025
Debra Maxwell, CEO at ArvatoConnect, explores how the traditional offshoring model is evolving and why a Build – Elevate – Return approach...
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600
Entrepreneurial Spirit is Essential for CX Outsourcing
November 17, 2025
In today’s customer management services sector, no one should underestimate the need for a good dose of entrepreneurial spirit. In any industry,...
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6.0KBPO’s Next Chapter: How AI, Specialized Solutions, and Partnerships are Leading the Way
March 5, 2025
By Phil Tomlinson, SVP of Global Offerings for TaskUs The Business Process Outsourcing (BPO) industry faces a turning point sparked by slowing...
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3.7KA CX “Turning Point”: Did 2024 Teach Us the Dangers of Putting Budgets Before Experience?
January 20, 2025
2024 will be remembered as a “turning point” year, especially for the customer experience (CX) industry. It was a year when companies...
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4.1KBecoming a GenAI Mature Organisation through Strategic Sourcing
January 15, 2025
Generative AI (GenAI) has taken the world by storm since its introduction by OpenAI in November 2022. Professional outlets have been quick...
