Thought Leadership and Opinion Pieces
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2.0KFeaturedOpinion2026 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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1.8KFeaturedOpinionsThe 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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1.9KFeaturedOpinionBeyond 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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7.8KFeaturedOpinionAI 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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1.4KFeaturedOpinionThe 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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1.4KFeaturedOpinion
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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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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3.4KFeaturedPodcastCX Files: What Do CX Suppliers Need To Bring To The Table?
January 30, 2025
Joel Walker is the Co-Founder and Managing Director Platform Services of The Knowledge Group (tkg). He is based in Luxembourg. Last year...
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4.4KFeaturedOpinionA 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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4.8KFeaturedOpinionsBecoming 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...
