Thought Leadership and Opinion Pieces
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815FeaturedOpinionComplex 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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1.4KFeaturedOpinionScaling 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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2.3KFeaturedOpinionNew 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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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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1.9KFeaturedOpinionsThe 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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7.9KFeaturedOpinionAI 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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1.5KFeaturedOpinion
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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8.2KFeaturedOpinionsBPO’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...
