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 the Dominican Republic remains a nearshore favorite, and why India still stands unchallenged at number one.

This episode is a must-listen for anyone involved in CX strategy, outsourcing decisions, or location analysis. If you want to understand where confidence, stability, and long-term CX potential truly lie in 2025, this conversation provides both data-driven insights and real-world perspective.

Key points of the podcast:

The CX Confidence Index reveals significant growth in countries like Jamaica, Guatemala, and South Africa, reflecting improvements in their customer service sectors.
India maintains its dominance as the top destination for customer experience outsourcing, driven by high confidence in its labor market, infrastructure, and economic stability.
Poland and Romania emerge as strong European contenders, with Poland showing notable gains in economic stability and Romania leading in multilingual talent availability.

Links:
Peter Ryan on Linkedin - https://www.linkedin.com/in/peter-ryan-montreal/
Matt Kendall on Linkedin – https://www.linkedin.com/in/cognitivematt/
Cognitive Copy – https://www.cognitivecopy.com/ and https://www.cognitivecopy.com/offshore-cx-confidence-index-2025
Ryan Strategic Advisory – https://ryanadvisory.com/ and https://ryanadvisory.com/offshore-cx-confidence-index-2025/
Talk to AI about this episode – https://gmbw.onpodcastai.com/episodes/852Yf3D4q7H/chat

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My name is Wiktor Doktór and on daily basis I run Pro Progressio Club - https://proprogressio.com/en/activity/pro-progressio-club/1 - it's a community of many private companies and public sector organizations that care about the development of business relations in the B2B model. In the Good Morning BSS World podcast, apart from solo episodes, I share interviews with experts and specialists from global BPO/GBS industry.

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