Category: Business Services

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

26 May

Infosys Shows Revenue Assurance Outsourcing May Be One Way To Beat The Coming Depression

Vendors and service providers with a strong balance sheet and differentiated offerings like Infosys are poised to thrive as potential customers seek help

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07 May

A Few Leads (every month) For You

We can provide you with at least 10 phone meetings (one-to-one, not ineffective marketing webinars) per month with qualified enterprise targets. We have been doing this for the past...

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11 Apr

Now Is A Good Time To Review Your Business Insurance To Ensure Correct Coverage & Lower Cost

Now Is A Good Time To Review Your Business Insurance To Lower Cost & Ensure Correct Coverage

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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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