Opinion
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98Managing Outsourcing Relationships
September 2, 2026
There is an old cliche (which is nonetheless very true), to the effect that whilst a “good” contract will not – in...
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186Vending CX: The Unseen Consequences of Self-Serve?
August 26, 2026
In 2018, I wrote a piece on returning from the annual family holiday, about how as consumers, the summer getaway – even...
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506Complex climate change dynamics that feed directly into reputation and trust
July 16, 2026
It feels timely that, as I sit down to write this blog, we are in the middle of another heatwave here in...
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782Scaling value without scaling headcount: The new promise of AI-enabled BPO
July 13, 2026
The business model that built the BPO industry over three decades is changing. What began as simple labor arbitrage – shifting work...
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2.1KNew 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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1.9K2026 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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1.8KThe 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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1.8KBeyond 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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7.3KAI 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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1.3KThe 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...
