7th Edition

Welcome to the seventh edition of CX Outsourcing Magazine, a biweekly business journal, produced by the Directors Club Research Department, for all who work in CX Partner organisations, or who manage CX outsourcing relationships.

CX Outsourcing Magazine is also the companion publication to the Customer Care Partners EMEA conference and expo on December 2nd, part of the Directors Club International Conferences 2025 series.

If you like what you see, please hit Subscribe.

Directors Club is a fast growing, global community of business leaders. Our mission is to deliver time-sensitive market information, as well knowledge-share opportunities, to leadership across industries and geographies.

Top Stories

Politics | US Senators Propose Bill to Mandate the Right to Human Customer Service

or Bipartisan call center bill seeks to deter offshoring, disclose AI use

or Trump’s next tariff should slap the service-sector sellouts

CX Partner News

Capita | Capita secures contract extensions with ScottishPower | Capita Experience

Concentrix | Concentrix launches iX Hero AI to boost jobs and transform CX delivery | Concentrix

Conduent | Conduent call center cyberattack forces Georgia to replace EBT cards | Conduent

Firstsource | Firstsource named a 'Star Performer' and a 'Major Contender' in Everest Group's Financial Crime and Compliance (FCC) Operations Services PEAK Matrix® Assessment 2025 | Firstsource

IBT | Meet Jai Mulani: The Visionary Behind One of the Middle East’s Fastest-Growing BPO Empires | IBT: No. 1 BPO Company in Middle East

iQor | iQor CXBPO™ Acquires JumpCrew to Expand End-to-End CXBPO Capabilities | iQor JumpCrew

iQor | iQor Appoints Natalie Beckerman as EVP and Chief Business Officer | iQor

InteLogix | InteLogix Expands BPO Service Offerings with the Launch of LogixGuard MSSP Enterprise Security Solutions | Intelogix Inc

Peak Outsourcing | Peak Outsourcing Eyes 300 Hires as U.S. Bill Threatens BPO Growth | Peak Outsourcing

Startek | Startek® honored with 3 Stevie® Awards for Great Employers 2025 | Startek

TCS | Analysts say India’s TCS layoffs signals AI shift in global outsourcing sector | Tata Consultancy Services

TP | Teleperformance shares sink 16% on outlook cut, margin miss and weak services unit | TP

transcosmos + Cogent | Japan’s transcosmos, India’s Cogent partner to expand contact centers | transcosmos inc. Cogent E Services

TTEC | TTEC Holdings' Q2 2025: Navigating Contradictions in AI Strategy, Client Dynamics, and Offshore Expansion | TTEC Holding Inc.

CX Location Focus

Albania | From Beaches to Business: Why Albania’s BPO Wave Is About to Break

Asia Pac | Asia Pacific BPO Industry to Surge from USD 72.5 Billion in 2025 to USD 149.6 Billion by 2032

Australia | Did Telstra’s move to bring call centres back onshore really pay off?

Australia | CBA replaces customer service call workers with artificial intelligence

Fiji | Fiji to showcase outsourcing strength at Global CX Event

Fiji | Outsourcing premier event to feature Fiji

Germany | TikTok replaces 150 German staff with AI and outsourced workers

India | India’s IT services groups race to reinvent themselves for AI age

Pakistan | Pakistani Call Centers Fetch Over $320 Million Export Earnings in FY25

Paraguay | Paraguay Moves to Extend Maquila Benefits to BPOs

Philippines | BPO sector eyes diversification as U.S. policy threatens outsourcing landscape

Philippines | Gov't ready to aid BPO sector vs. US protectionist policies

Philippines | Cebu still leads as top BPO hub outside Metro Manila

CX Tech Focus

AI Agents | Zoom Expands the Scope of AI in Customer Service with a New Virtual Agent Use Case | Zoom

Genesys | Genesys wins $1.5Bn from Salesforce, ServiceNow amid agentic AI push | Genesys

Humans In The Loop | AI delivers the best customer support when it’s enhancing humans, study finds

Microsoft | Microsoft reveals BPOs using its AI tools to drive transformation | Microsoft

Productivity | How TimeWarp TaskUs Is Redefining Customer Support with AI and Human Collaboration | TaskUs

Zendesk | Zendesk CTO on the new era of customer experience | Zendesk

Editor's Extras

Shared CX Engines | Beyond Call Centers “Near Me”: Why Shared CX Engines Are the Future of Customer Support

Customer Journeys | Reimagining Consumer Experiences in the AI Era for Consumer Business

Retail | Brands cut customer service reps for AI chatbots as tariff costs climb

Video Interactions | Major hotel chain faces backlash for allegedly outsourcing check-ins — to India