Location strategy
Why Jamaica is emerging as a CX delivery location
A practical look at the language, time-zone and cultural factors shaping Jamaica's CX opportunity.
Read articleInsights
Ideas for more connected customer operations.
Practical perspectives on team design, outsourcing decisions, Jamaica and the changing role of technology.
CX strategy
When does outsourcing customer support make sense?
Questions to consider before adding an external customer experience partner.
Read articleOperating models
Dedicated teams vs traditional outsourcing
How an integrated team model can create greater context, accountability and continuity.
Read articlePlanning
What to consider before outsourcing customer experience
A grounded checklist for workflows, technology, oversight and customer expectations.
Read articleTeam design
Building a customer support team that still feels in-house
Why shared context, clear processes and direct relationships matter.
Read articleTechnology
The role of AI in modern customer experience
Where technology can support people without making service feel less human.
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