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Whitepapers and reports
BPO Services in Central and Eastern Europe: Myths, Facts, and Real Potential
The global BPO market is being repriced. AI is changing assumptions about volume, geopolitical shifts are redrawing risk maps, and buyers are under pressure to deliver both lower cost and better service. Against this backdrop, CEE sits in an awkward spot. It is well established for IT outsourcing and shared services, yet it stays underused for front-office customer work. This report asks why, and whether that underuse makes sense.
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WhitepaperPassenger Experience as a Profit Engine
Airlines measure fuel burn to the decimal but let passenger experience vanish into a vague "customer relations" budget line. This whitepaper puts real numbers behind that blind spot: the cost of failure demand, the value of silent churn, and what experience-driven carriers do differently. Built on interviews with aviation CX leaders and Simply Contact's operational data from carriers like Wizz Air.
WhitepaperCustomer Service in Luxury E-commerce
In a physical boutique, the relationship is built through environment, presence, and the ritual of the transaction. Online, none of that exists. The service interaction is the relationship.
WhitepaperCustomer Experience in 2026: What Changes When AI Owns Outcomes
2026 isn’t just another year for CX. It’s a moment to critically assess what works and what doesn’t. Early AI experiments are no longer enough. Flashy demos impress no one. Brands are being held accountable for results, not promises.
WhitepaperHyper-Personalized CX: Are We There Yet?
Hyper-personalized CX is the industry’s boldest promise and its biggest gap. This whitepaper, based on interviews with leading CX experts, explores the state of personalization today and how AI is transforming it from promise to practice.
WhitepaperAviation’s Highs and Lows: Adapting Customer Support to Volume Spikes
Customer support in aviation is seasonal by nature, but that doesn’t mean it has to be chaotic. With the right structure, the right people, and the right mindset, it’s possible to keep service levels high while keeping costs under control.
ChecklistBPO Partner Selection Checklist
Fifty questions to ask before you sign with a customer support provider, covering the eight areas where outsourcing partnerships tend to succeed or fall apart, from operational fit and language coverage through to AI ownership, security, and pricing.
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