Category: Business Services

The latest on professional services, customer experience, outsourcing, and next generation service delivery.

29 Mar

Danger: Deep Rationalization Is Coming To Customer Contact, BPO & Global Delivery

Remember that game of ‘musical chairs?” Well that’s exactly what’s about to happen as top BPO & CX providers separate themselves from weaker competitors who fail to adapt to...

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23 Jan

Bid Opportunity: National Electric Utility Needs Contact Center WFM / Quality Management System

The electric utility in the Caribbean island country of St. Lucia is seeking to acquire and implement a Workforce Management and Advanced Quality Management system to integrate with their...

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16 Jan

Meet Me Next Month at IAOP’s OWS 2.0

The International Association of Outsourcing Professionals' annual can't miss event, OWS 2.0 will be in Orlando this February, Meet me there!

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06 Jan

Outsourcing Institute’s Frank Casale Talks About Why He Finds Medellín Ideal For Nearshore RPA & AI Delivery

Frank Casale, founder of the Outsourcing Institute, IRPA-AI and now the Digital Americas Pipeline Initiative shares with me why he chose Medellín for this new venture.

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06 Jan

The Evolution of The North American Consumer – CX Outsourcers Mindshare

I gave this presentation at the 2018 CxOutsourcers Mindshare Group & Flagship Event in Las Vegas. What fundamental changes in the North American consumer are most important to the...

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06 Jan

Sample International Site Selection Report For Private Client Internal Use

In 2017 a client contracted with me to conduct confidential site selection research in Jamaica. I was to identify suitable potential BPO/shared services sites, and residences for key management.

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06 Jan

The Roles of Design, Creativity & Ownership in Creating The Customer Experience

I was keynote speaker at IQPC's 2015 Customer Experience Impact symposium in New Orleans, where I gave this presentation on customer experience beyond customer contact.

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06 Jan

Implementing Effective Platforms for New Payment Method Inclusion

I was the chairman of IQPC's 2015 Payment Methods Latam Summit in Miami where I presented this keynote session on Creating New Channels for Customer Attendance, and Implementing Effective...

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06 Jan

Shortlisting Your Biometrics Vendors

I was the conference chair and gave this presentation along with one other (Takeaways from Biometrics Implementation for Financial Services in Latin America) at the 2016 Biometrics in Banking...

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06 Jan

Takeaways from Biometrics Implementation for Financial Services In Latin America

I was the conference chair and gave this presentation along with one other (Shortlisting Your Vendors) at the 2016 Biometrics in Banking & Financial Services symposium in New York.

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29 Dec

Considering doing business in Latin America or the Caribbean?

Leverage the expertise & on-the-ground experience of Loren Moss to ensure a successful mission! The publisher of Finance Colombia, Finance TnT and other business journals, Loren Moss, backed by...

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31 Oct

Gustavo Tasner is Appointed as Atento’s new Chief Operating Officer

Atento S.A. (NYSE: ATTO), a large regional provider of customer relationship management and business process outsourcing services (CRM/BPO) in Latin America, today announced the appointment of Gustavo Tasner as Chief Operating...

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05 Jul

Capgemini: Business Process Transformation to Deliver World Class Outcomes

I was contracted to research and write this white paper for global BPO & consulting firm Capgemini.

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05 Dec

The Year Ahead In BPO, Shared Services & Global Delivery – 2017

2016 was a year marked by significant change and uncertainty across the spectrum of business process outsourcing, from software development to call centers. Political, technological, and human factors have...

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05 Jan

Mexico’s Innovative Hybrid Virtual Captive Business Model

This is a paper I wrote in 2014 for research firm Nearshore Americas discussing Mexico's innovative "Hybrid Virtual Captive" business model, instituted to attract Asian outsourcing firms to set...

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06 Sep

Customer-Centricity Is No Longer Just For The Customer

Customer-Centricity has implications for IT, BPO, and internal organizational processes, not just customer support and CCO

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05 Jan

Latin America’s Role in Driving Americas-Centric Outsourcing & U.S. Competitiveness

This is a presentation I researched, prepared & gave in 2013 for Connecticut-based research firm Nearshore Americas at an IBM event covering recent political and market developments and their...

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