Jun 11, 2026
The BPO Industry Isn't Dying. But It May Need to Reinvent Itself Faster Than Anyone Expected.
Yuma AI CEO Guillaume Luccisano argues that customer experience providers must evolve from labor arbitrage specialists into AI orchestrators and systems integrators—or risk becoming irrelevant.
For years, critics of the...
Jun 4, 2026
David Rickard is a partner at Everest Group. He is based in the UK.
David recently visited Ethiopia for the Elevate Africa event. In this conversation with Peter Ryan David gives his take on Ethiopia and Africa more generally for CX and BPO.
May 28, 2026
The annual CXOutsourcers Mindshare event took place in Ottawa, Canada, earlier in May 2026 (May 18-20).
Peter Ryan took a microphone onto the conference floor to capture ideas and comments from the delegates in Canada for this CX-focused event.
In this episode of CX Files you will hear...
May 21, 2026
What makes a customer love a brand?
It is a simple question, but it quickly becomes complicated. People often reach for the obvious examples. Apple customers lining up overnight for the latest iPhone. Harry Potter fans queuing in costume outside bookshops. Lego fans who pass their love of the brand from one generation...
May 14, 2026
Stephanie Reeves Millner is a Global EVP at TP. She is based in Phoenix, Arizona, USA. It is worth noting from the start of this podcast episode that Stephanie is talking in a personal capacity in this interview.
CX and BPO processes are usually seen as a cost to most businesses. Stephanie argues that there are a number...