Top CX destinations revealed - inside the Offshore CX Confidence Index 2025

In this episode of Good Morning BSS World, I invite you to listen to the talk I had with two independent CX analysts I truly value – Peter Ryan and Matt Kendall. Our conversation revolves around the freshly released Offshore CX Confidence Index 2025, now celebrating its fifth edition. We discuss how the index has evolved over the years, including important methodological changes in data collection and a significant increase in respondent volume. Peter and Matt explain why maturity and consistency are now key characteristics of the global CX outsourcing market, rather than dramatic year-to-year shifts. Together, we analyse regional trends across Latin America, Europe, Asia, and the Caribbean, highlighting notable movers such as Jamaica, Guatemala, South Africa, Romania, and Colombia. We also reveal the Top 5 global CX destinations, discussing why, for example Poland continues to strengthen its position.

Why Every Leader Needs a Mastermind Group

In this episode of Good Morning BSS World, I sit down with Ashim Kumar, Founder of AK Consulting, international leadership expert and certified John Maxwell coach. Together we explore the real meaning and value of Mastermind Groups — a development method that is often misunderstood and far more powerful than traditional training. Ashim walks me through the principles behind masterminding: small groups, focused conversations, shared experiences and the synergy that emerges when leaders reflect together. We talk about why participants should come from different industries, how weekly one-hour sessions create deep behavioral change, and why commitment is the essential ingredient for personal and leadership growth. Ashim also shares insights from his decades-long journey through Europe and the Middle East, his passion for leadership development, and the evolution of his own Executive Mastermind Club for senior leaders.

From Addis Ababa to the World: BPO Opportunities in Ethiopia

In this episode of Good Morning BSS World, I take you on a journey to emerging outsourcing destinations in Africa – Ethiopia. For the first time on the podcast, I dive deep into the local BPO and GBS landscape in this Country. My guest is Betelehem Abayneh Zerfu, Founder of Biko, an agency focused on marketing intelligence and global market connectivity for Ethiopian BPOs. Together, we explore how Ethiopia – despite being a young player in the global outsourcing scene – is building impressive momentum. Betty walks me through the country’s fast-developing infrastructure, strong government support, rapidly improving connectivity, and the incredible demographic advantage of a young, tech-savvy population. We discuss what services Ethiopian BPOs already deliver, from call centers and content moderation to accounting, software development, and even emerging AI capabilities supported by national initiatives.

LATAM Uncovered - Inside the BPO & GBS Revolution with Mauricio Velasquez

In this episode of Good Morning BSS World, I open a brand-new chapter dedicated to Latin America. My guest is my long-time friend and one of the best experts in the region – Mauricio Velasquez, LATAM’s BPO & GBS consultant and industry strategist. Together we dive deep into how the business services sector has developed across Mexico, Central America, the Caribbean, and South America, and why LATAM is quickly becoming the “third leg” of the global services landscape. Mauricio walks me through the evolution of the region’s BPO and GBS markets – from early data-entry services, through automation and RPA, all the way to advanced analytics, AI and knowledge-based processes. We discuss the scale of the industry, the role of countries like Brazil, Mexico, Costa Rica and Colombia, the employment potential, and the presence of global giants such as Google and Amazon.

Poland’s Global Moment: How America Sees the Future of Outsourcing

In this episode of Good Morning BSS World, I had a pleasure of hosting three exceptional professionals who represent both sides of the Atlantic - Shelli Ryan (CEO of AdHoc), Michael Nacarato (Head of Third-Party Risk Management and member of IAOP’s Strategic Advisory Board), and Jens R. Voigt (Global Outsourcing Leader at eBay). Together, we explored how American companies approach outsourcing, nearshoring, and offshoring - and what this means for Poland and Central Europe. The conversation was inspired by our recent meeting at the Follow the Leaders event in Gdańsk, where we discussed how Polish and Central European businesses can attract more American investors. Shelli emphasized the importance of building a clear narrative and value proposition for Polish service providers - focusing not only on cost but on talent, multilingual skills, and innovation. Michael highlighted the shift from chasing arbitrage to chasing talent and value, especially in the era of AI and automation.

Avitar: The One Who Helps — Navigating Global Compliance in the IT World

In this episode of Good Morning BSS World, I connect with Myroslav Khmarskyi, co-founder and partner at Avitar, a Kyiv-based legal firm specializing in IT law and digital compliance. Our conversation opens with an insightful update on Ukraine’s thriving IT industry, fresh from the IT Arena — the country’s biggest tech event. Myroslav shares how Ukrainian startups continue to innovate even amidst challenging times, with a growing focus on defense tech and digital transformation. We then dive deep into the story behind Avitar, a firm founded in 2018 that has become a trusted partner for IT companies and startups seeking clarity in the complex world of international data protection and compliance. From helping startups structure their legal foundations and register teams, to guiding mature companies through GDPR and global privacy laws, Avitar’s mission truly lives up to its Sanskrit-inspired name — “the one who helps.”

#133 Feel confident with your English

In this episode of the Good Morning BSS World Podcast, I take a unique detour from the usual business themes to explore something that underpins almost every professional interaction today - the English language. I have invited to this talk Timothy Whilde, a seasoned Business English Communication Coach, who works with professionals to help them express themselves more confidently, fluently, and effectively in English - especially in high-stakes international business contexts. Far from being a traditional language class, this conversation digs deep into the real frustrations many face when using English as a second language: the pause when you can’t find the right word, the pressure to sound “perfect” and the stress of fast-paced communication in global teams. Timothy shares why the goal isn’t perfection, but clarity, confidence, and context.

#132 Inside Evolvexe: Building a Full-Scope BPO Powerhouse in Georgia

In Episode 132 of Good Morning BSS World, I take you on a journey into the evolving BPO and GBS landscape of Georgia with a special guest, Sergo Baramia – CEO and Managing Partner at Evolvexe Group. Sergo offers a behind-the-scenes look at how Evolvexe emerged as one of Georgia's pioneering full-scope BPO providers and what makes the Georgian outsourcing market uniquely competitive. From customer service and content moderation to social media management and identity verification support, Evolvexe delivers a broad portfolio of outsourcing services tailored to global needs. Sergo unpacks why Georgia’s language capabilities, international student community, and cost-efficiency make it an attractive destination for outsourcing – especially for industries like iGaming and tech support.

#131 Scaling Smart: Ahmed Refky on CX Growth in Emerging Markets

In this episode of Good Morning BSS World, I connect across the Atlantic with Ahmed Refky, CEO of Planovate — an advisory firm based in Orlando, Florida, specializing in the CX and BPO sectors. With more than 25 years of global experience, Ahmed brings a wealth of insights on growth strategies, market entry, offshoring, and scaling for companies seeking to expand their customer experience operations. Drawing from his recent visit to Georgia, a rising star among emerging outsourcing destinations, Ahmed outlines the fundamentals of how markets - both new and mature - can position themselves to attract clients and investors. He stresses the importance of defining a clear value proposition, building strong people-first teams, and developing credible client references before profitability.

#130 BPO in AFRICA. vol. 7

In 130 episode of Good Morning BSS World, I reconnect with Rod Jones, patron and co-founder of the Africa Federation of GBS Associations, to explore the latest developments in Africa’s rapidly expanding Global Business Services (GBS) landscape. Broadcasting from Johannesburg, Rod provides a regional update across Southern, Northern, Western, Eastern, and Central Africa. From the YES youth employment program in South Africa and government-backed strategic roadmaps in Ghana and Rwanda, to massive foreign investments flowing into Egypt, this episode paints a vivid picture of a continent on the rise in the BPO/GBS space. Rod also touches on international interest in Johannesburg as a future BPO hub and plans for the Africa Federation’s high-level gathering in Addis Abeba this September. Tune in to discover why Africa is becoming a powerhouse for global outsourcing and how collaboration, innovation, and investment are transforming its GBS landscape.

#129 Building business bridges between Poland and Sweden

In this episode of the "Good Morning BSS World" podcast, I have a pleasure to talk to Fredrik Udd – Managing Partner at Explore Markets and Vice Chairman of the Swedish-Polish Chamber of Commerce – for a deep dive into the evolving business dynamics between Sweden and Poland. Fredrik shares his personal and professional journey that began over two decades ago, when he first landed in a then-evolving Poland. Today, he’s a Warsaw-based entrepreneur and head of Explore Markets, helping Nordic and Central Eastern European companies scale through organic growth and M&A strategies. With a strong connection to both Sweden and Poland, Fredrik is uniquely positioned to provide insight into the bilateral business landscape. From this episode you will gain practical advice on navigating cross-border trade, how to approach Swedish partners, and why the current business climate between the two nations is more promising than ever.

#128 Talks from Georgia – fully packed AGENDA

In 128th episode of Good Morning BSS World, I take you straight to Tbilisi, Georgia, where I am attending the BPO Leadership Summit 2025, organized by Enterprise Georgia and Ryan Strategic Advisory. Here are first impressions and exclusive insights from a day filled with high-level meetings and discoveries about Georgia's evolving BPO and IT sectors. From lightning-fast business registration (just one day!) to a welcoming labor market for foreign talent, the episode highlights why Georgia is becoming an increasingly attractive destination for global investors. You'll hear takeaways from discussions with key stakeholders like Invest in Georgia, Andersen, Cushman & Wakefield, PwC, and HR Recruitment Agency, revealing competitive tax structures, flexible hiring policies, real estate dynamics, and surprising salary benchmarks in the BPO field. I also take you to Georgia’s Innovation and Technology Agency (GITA).

#127 Talks from Georgia – Georgia calling

In this special on-the-road edition of Good Morning BSS World, I report directly from the vibrant capital of Georgia – Tbilisi – where I am attending the 2025 BPO Summit. Organized by Enterprise Georgia in collaboration with Ryan Strategic Advisory, the summit brings together global BPO and ITO experts, analysts, and advisors from countries such as the US, UK, Canada, Jamaica, Ghana, Albania, Poland, and more. In this first of several episodes dedicated to Georgia, I share my early impressions of the country as a rising star in the global business services landscape. From challenges in recording his podcast at the hotel to cultural and logistical insights, this episode sets the scene for a deeper exploration of Georgia’s potential as a BPO/ITO hub. Don’t miss this first-hand look at why Georgia may be your next BPO destination. Stay tuned for follow-up episodes with more expert interviews and insights!

#126 A business perspective on Ukraine. What does FS Group do?

In the 126th episode of "Good Morning BSS World," we connect with Odessa, Ukraine, to explore the dynamic world of cybersecurity with Serhii Yevchuk, CEO of FS Group. This episode, recorded in partnership with the IT Ukraine Association, dives deep into the current state and evolution of Ukraine’s IT sector, with a special focus on Odessa - a city recognized globally for both its business and tourism. Serhii shares the journey of FS Group, an IT company established in 2012, now boasting almost 15 years of experience and a strong presence in Ukraine, the US, EU, and Asia. Despite international expansion, 90% of FS Group’s revenue still comes from Ukrainian clients. The company’s unique approach relies on strategic partnerships abroad, rather than opening foreign offices, allowing them to deliver top-tier cybersecurity expertise globally.

#125 BPO in AFRICA. vol. 6

In this 125th episode of the Good Morning BSS World podcast, I welcome back Rod Jones -renowned CX strategist and advisor to the African BPO & GBS Federation - for our sixth engaging conversation. This month’s talk spans the continent, from Egypt to Ghana, and introduces new countries like Benin into the outsourcing dialogue. Rod shares valuable updates, including: • Egypt’s presence at GITEX Africa and Berlin’s GIZ roadshow • Nigeria’s government-backed “Outsource to Nigeria” initiative • AI's evolving impact on African BPO/GBS - balancing automation with employment • The Federation’s new handbook to guide emerging BPO associations • Benin’s rise as a new player on the outsourcing map • Insights into the upcoming Elevate Africa conference in Ethiopia Plus, we discuss how Africa is positioning itself globally, with support from global players like Teleperformance and Concentrix, and future plans for a structured federation advisory board.

#124 African BPO – BOSAG in Ghana

In the 124th episode of "Good Morning BSS World," I take you on a journey to Accra, Ghana, for an insightful conversation with David Gowu, Board Member of BOSAG (Business Outsourcing Services Association of Ghana). Discover why Ghana is rapidly emerging as a prime destination for BPO and ITO services, attracting global giants like Concentrix and Teleperformance. David shares how Ghana’s young, educated, and English-proficient talent pool (over 400,000 strong), has become the backbone of its growing outsourcing sector. With more than 600,000 young people ready to be trained and a monthly influx of 20,000 new candidates, Ghana offers scalability and quality at a competitive price point. Learn about BOSAG’s pivotal role as a trade association, acting as the ecosystem builder and one-stop shop for international companies looking to enter the Ghanaian market.

#123 BPO in Africa – vol. 5

Welcome to the 123rd episode of "Good Morning BSS World" podcast! Today we’re heading straight to the heart of Africa’s rapidly evolving BPO and GBS landscape. My special guest is Rod Jones, Owner of Rod Jones Contact Centre Consulting and a leading voice in Africa’s outsourcing sector. Connecting with us from Johannesburg, Rod brings exclusive updates from the Africa Federation of GBS Associations and shares firsthand insights following his recent participation at the CxOutsourcers event in Munich. In this episode, Rod provides a comprehensive regional update on Africa’s BPO and ITO sectors. We discuss the Federation’s impressive growth-now boasting nine full member countries and seven candidates, with a vision to reach 20 members by the end of 2025. Rod highlights the collaborative spirit and knowledge sharing that are driving professionalization and best practices across the continent.

#122 BPiON enters Ukraine

In this episode of Good Morning BSS World, Wiktor Doktór is joined by Bela Kakuk and Ulyana Holovenko to explore BPION's journey and strategic expansion. The conversation delves into the backgrounds of Ulyana and Bela with BPION, highlighting the company's regional growth strategy and the establishment of its office in Ukraine. The trio discusses the challenges and opportunities present in the Ukrainian market, as well as BPION's future targets, team development, and client focus. The episode also provides insights into the Ukrainian IT industry's landscape, BPION's communication channels, and plans for future expansion and customer engagement. Closing remarks and contact information wrap up this insightful discussion.

#121 BPO in Africa – vol. 4

Welcome to episode 121 of Good Morning BSS World! I'm your host, Wiktor Doktór, and today, we’re heading back to Africa for an in-depth update on one of the most dynamic and rapidly evolving regions in the global BPO and GBS landscape. My guest is the ever-insightful Rod Jones — a BPO veteran and passionate advocate for Africa’s role in the global services industry. In our fourth conversation on this topic, Rod delivers a comprehensive overview of developments happening across Southern, Western, Eastern, and Northern Africa. With impact sourcing, policy advocacy, infrastructure development, and education reform all in motion, Africa is not just catching up — it's leaping ahead. Plus: Rod shares insights on upcoming webinars, including one focused on the critical topic of impact sourcing, happening on April 30.

#120 BPO in Africa. vol. 3

In 120th episode of Good Morning BSS World, my guest is Rod Jones - one of the most recognized experts in the global BPO and GBS industry - for an exclusive update on Africa's fast-evolving outsourcing landscape. Rod has been a guest on the show three times, and this time, he brings fresh insights into how Africa is emerging as a global outsourcing powerhouse. The continent is witnessing incredible momentum, with governments, investors, and major industry players actively investing in job creation, impact sourcing, and digital transformation.