Outsourcing leaders to tackle geopolitical risks, AI at Munich forum
CONNECTICUT, UNITED STATES — Multinational companies are reassessing outsourcing strategies as geopolitical tensions disrupt global supply chains and customer service operations.
Industry leaders will address these challenges at CXOutsourcers Mindshare Forum in Munich, Germany, where over 120 customer experience (CX) executives will discuss navigating trade wars, AI adoption, and currency risks, Nearshore Americas reports.
Geopolitical uncertainty forces strategic pivot in outsourcing
Growing trade war fears and currency volatility are forcing BPO providers to rethink reliance on the United States markets, says Peter Ryan of Ryan Strategic Advisory in an interview with Nearshore Americas.
While the dollar’s slump means anything below 100 poses risks, Ryan advises against abandoning the U.S., noting that weaker currencies could make offshore outsourcing more attractive to cost-conscious American firms.
The upcoming Munich forum will explore how CX providers can hedge against geopolitical and financial instability.
Ryan emphasizes strategic planning, including currency risk management and diversification, to mitigate disruptions caused by shifting trade policies under the Trump administration.
AI’s role in customer experience: expectation vs. reality
Despite widespread fears of AI replacing human agents, Ryan argues that automation is primarily augmenting rather than displacing workers.
He cites a Scandinavian fintech’s AI experiment, which was reversed due to poor customer experience, as evidence that human agents remain irreplaceable for complex interactions.
Ryan acknowledges AI’s growing role in tasks like translation and accent neutralization but cautions against overestimating its near-term impact.
The Munich event will delve into practical AI integration, balancing automation with high-touch service to meet evolving customer expectations.
With the Philippines, India, and Latin America emerging as CX leaders, Ryan highlights the importance of niche specialization over one-size-fits-all solutions.
