Thought Leadership and Opinion Pieces
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122FeaturedOpinionsTen Years of BPO: What Changed, What Didn’t, and What Comes Next
October 12, 2026
This week, the CX Files turns the tables on co-host Peter Ryan. Ryan Strategic Advisory has just celebrated its tenth anniversary, so...
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1.8KFeaturedOpinionsThe 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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8.1KFeaturedOpinionsBPO’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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4.8KFeaturedOpinionsBecoming 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...
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4.0KOpinionsWhat Is The Value Of Social Sales In B2B Today?
January 13, 2025
Mark Hillary’s new book has just been published and this time he is exploring how companies sell to each other in the...
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4.4KFeaturedOpinionsFlexible Workforce Management In BPOs Is Undergoing A Post-Pandemic Renaissance
April 15, 2024
Workforce Management (WFM) doesn’t appear to be the most exciting of subjects. It’s usually just another three-letter acronym that customer service specialists...
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4.7KFeaturedOpinionsTop CX Predictions for 2024
January 9, 2024
Entering the New Year, prognostications for CX in 2024 are coming fast and furious, with no shortage of audacious predictions from thought...
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4.0KOpinionsFrom sports icons to business titans
December 14, 2023
When it comes to financial planning, some sports icons provide the best examples of how to plan, what to invest in, and...
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3.7KFeaturedOpinionsStill elusive but within reach? Effective GBS Business Relationship Management
December 4, 2023
Finally, GBS organizations have woken up to the reality that it’s not what you deliver, it’s how your stakeholders feel about what...
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2.6KOpinionsWhat the rise of Blockchain and the Metaverse means for customer experience
February 2, 2023
The metaverse concept has captured the imagination of futurists for decades. With the advancement of blockchain technology, developing a fully-realized metaverse is...
