8th Edition

Welcome to the eighth edition of CX Outsourcing Magazine, a monthly 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.

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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 Proposes 25% Tax on Outsourcing Payments: Impact on Global Business and Indian IT Sector

CX Partner News

Abacus | Abacus Outsourcing and inDrive Forge Strategic Partnership to Elevate Customer Experience | Abacus

ArvatoConnect | AI Sparks Reshoring Boom as Brands set to Bring Customer Services Home | ArvatoConnect

Concentrix | Concentrix expands Dubai site, unveils new AI features to revolutionise customer experience | Concentrix EMEA

Concentrix | Concentrix Corporation Expands APAC Presence with Acquisition of SAI Digital | Concentrix

Concentrix | Concentrix returns to Lithuania for multilingual customer operations | Concentrix EMEA

e& Egypt | e& Egypt Repositions Subsidiary as e& CX Solutions Egypt to Drive AI-Powered Customer Solutions | e& Egypt

Fusion CX | Fusion CX Strengthens India Delivery Network with New 1,000-Seat, 54,000 sq. ft. Siliguri Facility | Fusion CX

Horatio, ADA | Horatio and ADA Join Forces to Redefine Modern Customer Support | Horatio ada CX

ibex | ibex Targets Government Sector to Deliver AI-Powered CX Solutions | ibex

ibes | ibex Sponsors Execs In The Know Customer Response Summit in San Diego | ibex

Scicom | Scicom wins ‘very substantial’ deal from TM to deliver world-class, AI-powered customer experience | Scicom Lanka - Pvt Ltd

TELE-NET, Daythree | TELE-NET Announces Strategic Partnership With Daythree to Expand Customer Experience Capabilities | TELE-NET Daythree

TP | Teleperformance ejected from the CAC 40 index, five years after joining | TP

transcosmos | transcosmos deploys DX platform to Kobe City Support Center, achieving significant outcome | transcosmos inc.

Vericall | Fife call centre collapses into administration as all jobs lost | VeriCall Ltd

CX Location Focus

Northern Ireland | Diageo to cut 60 jobs in Northern Ireland and outsource some roles to India

Philippines | Manila BPO Summit: AI Fuels 7% Growth Amid Job Shift Optimism

USA | A bipartisan bill wants to keep call centers in the US. Here’s how leaders can prepare

CX Tech Focus

Callminer | Survey: 96% of CX Organizations View AI as a Key Strategy, but Governance Structures Lag Behind Implementation | CallMiner

Integrated Financial Technologies | Integrated Financial Technologies Introduces Operational Assessment Program for Finance Companies That Employ Outsourced CX Agents | Integrated Financial Technologies - IFT Solutions

Krisp, Sanas | Krisp Asks Court to Toss Sanas Claims, Launches Countersuit | Krisp Sanas

Editor's Extras

Start-ups | 8 Best Customer Support Outsourcing Companies for Startups in 2025