Nearshore Americas

Analysis: Reporting and Expertise for Digital Decision-Makers

Costa Rica’s Living Costs Rising Despite Low Inflation

Living costs in Costa Rica are rising even as inflation plunges and the local currency, the colón, continues to strengthen — an unusual combination that has puzzled economists. The inflation rate fell to a new low of 1.21% in March,… Read More »

Arias Out, Buying Influence In: Is LatAm Being Dismissed?

Thirteen years ago, former Costa Rican President Oscar Arias shared a lunch with Washington Post reporter Manuel Roig-Franzia to reflect on the 25th anniversary of the peace accord he established between five Central American nations ravaged by conflict. Last week,… Read More »

Hermosillo Wants Entry into Mexico’s Top Tier Locations

Hermosillo, the capital of the Mexican state of Sonora, increasingly attracts the interest of market participants looking to optimize operations and maintain competitive advantages in the Latin America and Caribbean BPO market. As the saturation of more established hubs in… Read More »

Police: BPO Employee Stole Tickets by Abusing StubHub Access

Global BPO provider Sutherland Global Services (SGS) has been thrust into controversy after an employee at its Kingston, Jamaica, office was implicated in a ticket fraud scheme that inflicted substantial financial losses on its client, StubHub. One of the suspects,… Read More »

Origen Tech Redefines Landscape of SAP Ecosystem

In today’s fast-paced world, businesses grapple with rapid technological advancements and complex regulatory landscapes that continuously evolve. This environment creates significant challenges for organizations that strive to remain competitive and compliant. Enter Origen Tech, a Tier 1 SAP Solutions provider… Read More »

H1-B Visa Restrictions Likely to Boost Nearshore

Tech giants, including Microsoft, Google and Amazon, warned H1-B Visa employees this week against leaving the country for fear of not being allowed back in, the latest twist in an ongoing conversation surrounding immigration in America. As anxiety rises among… Read More »

Caribbean Education: A Colonial-Era System is Not Cutting It

The Caribbean’s education system is in crisis, with recent studies showing a large majority of students struggling with mathematics, a fundamental skill in the modern world. “We are confronting a crisis … in education,” warned Lilia Burunciuc, the World Bank’s… Read More »

Declining US Dollar Could Trigger Far-Reaching Disruption

As the US dollar weakens, Nearshore service providers are feeling the squeeze. With regional currencies rising against the greenback, many of them face the prospect of lower income or significant losses on contracts they signed with their American clients. “Yes,… Read More »

Origen Tech Tackles Global Trade and Compliance

Businesses face mounting challenges in managing global trade and compliance in an increasingly interconnected and regulated world. From navigating complex tax regulations to ensuring seamless cross-border transactions, the need for robust, scalable solutions has never been greater. Origen Tech, a… Read More »

TN Visa Scrutiny Rising Under Trump 2.0

Jasmine Mooney, a 35-year-old Canadian business consultant, recently spent 11 days under detention by U.S. immigration officials after attempting to enter the country through Mexico with a TN visa application. Three months prior, Mooney’s work visa was revoked while attempting… Read More »

Year of Droughts and Wildfires Hits South America Hard

South America appears to be at the frontline of the climate crisis blamed on global warming.  In 2024, a staggering 79 million hectares — an area dwarfing entire nations — were consumed by wildfires. Bolivia lost over 16 million hectares,… Read More »

Colombian Philosopher: ‘Study the Classics’ to Grasp Tech Disruption

Simón Villegas is a Colombian philosopher who never thought to get involved with tech. Yet, somehow, he is now scalp-deep on Medellin-based Xperience Design, a Constellation Technology-owned company that pioneered software solution design in Colombia. “Thebes (Egypt) was Plato’s time… Read More »

Chile, Colombia Drive Remote Hiring Boom to New Highs

Demand for remote Latin American tech experts leapfrogged in 2024 as U.S. companies scoured the region for talent, focusing on professionals in similar time zones. International hiring in the region saw double-digit growth, according to Deel’s Global Hiring Report. Deel… Read More »

Origen Tech Guides Energy Firm Through SAP Integration

For this large energy company in the South American market, the journey toward implementing an effective Enterprise Resource Planning (ERP) system was challenging. The company needed to navigate a complex regulatory environment while delivering seamless user experience to its employees.… Read More »

Yachay Tech: The Quick Demise of Ecuador’s ‘Silicon Valley’

Ecuador’s Yachay “City of Knowledge” was once the pride of former president Rafael Correa. His insistence on the project “breaking the country’s history in two” was paired with more than US$1 billion in public funding and US$150 million in private… Read More »

The Dominican Emerges as FDI Powerhouse

Foreign direct investment (FDI) in the Caribbean is fluctuating sharply, with the Dominican Republic and the Eastern Caribbean States (OECS) attracting substantial investment recently. Guyana’s FDI boom is driven by offshore oil, but the Dominican Republic is proving that island… Read More »

Preparing for New Trade Scenarios Amid USMCA Review

The trade landscape between the United States and Mexico could face significant transformations as the mandated period for reviewing the United States-Mexico-Canada Agreement (USMCA) approaches. The outcome of this review could shape the regulatory framework, potentially forcing companies to rethink… Read More »

Smart Tactics to Reverse Weak Productivity

From a global perspective, Latin America scores poorly on productivity. But there are specific remedies to reverse this trend in the tech workplace. Recent research highlights the need for an approach that values cultural understanding to maximize each country’s unique… Read More »

Less Talk and More Action: The New Tune for Colombia’s Women in IT

Juanita Rodríguez Kattah is tired of the endless conversations about gender disparity in Colombia’s tech industry. She asserts, “Every time we approach International Day of Women in Science or International Women’s Day, there are conferences, panels, and discussions. We must… Read More »

As Fintech Funding Dries Up, Startups Fight for Survival

Latin America’s fintech sector is stuck in a tough spot. Venture capital is drying up, and governments are slow to regulate the financial technology ecosystem. The numbers tell the story: investments plunged from a high of $7 billion in 2021… Read More »

Rubio’s Tour Highlights Nearshoring’s Strategic Importance

During his Latin America tour last week, U.S. Secretary of State Marco Rubio didn’t spend much time promoting the concept of “nearshoring”, but there is no doubt that economic integration remains a critical component of the relationship between the United… Read More »

Darwin Romero’s Legacy Lives on at Applaudo

Part of what made Applaudo the largest software developer in El Salvador was the special synergy between José Giammattei and Darwin Romero. Prior to Darwin’s passing in a car accident in 2023, the country’s tech community recognized him as a… Read More »

Barriers to Travel: Latin America’s Passport Problem

Latin Americans are finding that their passports are growing weaker, with most advanced nations viewing the region through a lens of high crime rates and migration risk. Except for Chile, no Latin American country has visa-free access to the U.S.… Read More »

AWS Mexico Explained: A New Tech Cornerstone in Mexico

“I believe the new Amazon Web Services (AWS) cloud ‘region’ will bring a lot to Mexico and all its industries,” says David Victoria, a Senior Cloud Architect for Caylent in Latin America and one of the main ambassadors of Amazon’s… Read More »

OutPLEX Founder on the Road Traveled and the Road Ahead

“I don’t believe more than 1% of CEO-level execs in the industry have taken calls,” Jim Ryan, founder of OutPLEX told us recently. Starting from the proverbial ‘bottom’, Ryan has served in a wide variety of CX roles since getting… Read More »

Aid Freeze Causes Disruption to Well Established Programs

The freeze on U.S. federal aid has thrown numerous developmental programs across Latin America and the Caribbean into disarray, leading many nonprofits to abandon their projects midway. In El Salvador, Pasionista Social Service (SSPAS), a civil organization that provides technical… Read More »

As Nicaragua Drifts into Political Oblivion, Great Talent Remains

It should come as no surprise to note that Nicaragua is not the Nearshore darling it once was.  Strangled by President Daniel Ortega’s authoritarian rule and the ongoing crackdown on political dissent, Nicaragua is a much harder sell to foreign… Read More »

What Does DeepSeek Mean For Nearshore Operators?

DeepSeek’s emergence in the tech world and stock markets is accelerating the race for dominance in large language models (LLMs). AI development is now becoming much like the space race of the past. This time, however, the competition is between… Read More »

Water-Guzzling Data Centers Spark Outrage Across Latin America

In Colón, a town in Mexico’s Querétaro state, frustration is boiling over. Residents are protesting the construction of new data centers, fearing these massive facilities will drain millions of liters of water—leaving little for their daily needs. Colón, a semi-arid… Read More »

Exorbitant Salaries Won’t Stop Developers From Moving On

“You can put up with a lot as a developer, you know, if you get paid for it.” Richard Demeney is a representative for TechJobFinder.com with almost a decade’s experience as a web developer. “However, there are other key reasons… Read More »

Workplace Harassment: Can Foreign Execs Be Held Accountable?

Workplace harassment is an undeniable reality. But can a Latin American nation hold accountable the CEOs and executives of companies operating within its borders, even if those leaders are foreign nationals residing outside the country? In 2022, the International Labour… Read More »

Pandemic Shift Reversed? LatAm Heads Back to Office

Across Latin America, the remote work revolution appears to be grinding to a halt. As 2025 progresses, offices are reclaiming their dominance, and the work-from-home era looks increasingly like a fleeting pandemic experiment. The region is now leading the world… Read More »

Breakdown: Staffing Trends Defining 2025’s Workplace

“We need evangelization”. Martin Padulla, Founder & CEO at Staffingamericalatina and former Managing Director of the World Employment Confederation preaches the old customer service and IT world is dying. “We need to make the general public understand that English proficiency… Read More »

Rural Caribbean Areas Falling Behind in High Speed Internet

Across the Caribbean, hundreds of towns and villages remain untouched by optical fiber internet. Over a million households have no access to broadband whatsoever, while another half a million have not signed up despite cables running right past their doors.… Read More »

A Premier Coding Bootcamp Tries to Recover from PR Nightmare

Holberton School is one of the world’s most notable coding bootcamp schools. In 2021, the company reported that an astonishing 86% of its graduates found employment within 6 months of graduation. That year, the Inter-American Development Bank praised its model, which founder… Read More »

Call Center Crisis: AI Integration Leaves Agents on the Brink

A few weeks ago, a Filipino BPO worker sparked a heated discussion on Reddit with a chilling prediction: “I keep saying this… AI will replace the BPO industry.” For many in the sector, this isn’t just a fear—it’s their daily… Read More »

Reasons to Doubt the Latest Travel Warnings from US Bureaucrats

Travel warnings issued by the U.S. State Department tend to generate more questions than answers. The newest list of ‘concerning’ countries in Latin America and the Caribbean is especially worthy of second-guessing. The system has shown little improvement in recent… Read More »

Four Latin American Cities Offering Affordable Real Estate

While major Latin American capitals see property prices soar, a few hidden gems offer surprising affordability. Cities like Rosario, Cordoba, Panama City and Quito stand out as wallet-friendly alternatives, blending charm with lower living costs. According to a joint study… Read More »

Outages and Outrage: Connectivity is a Growing Crisis for Venezuela

Venezuela-based workers connected to the global technology ecosystem are facing an increasingly impossible situation: three to four power blackouts or internet failures are happening on an average week and the very fact of delivering services from Venezuela is now viewed… Read More »

Editor’s Pick: From Currency Risk to Wage Disputes, the Top Ten Posts of 2024

Predicting which Nearshore Americas’ stories will gain the strongest audience engagement on web pages is more art than science. Of course, classic interest areas – such as technology disruption, political upheaval, and country-focused analysis – always are top-performing categories. But… Read More »

Chile and Puerto Rico: LatAm’s Top Digitally Competitive Economies

The poor educational system and reluctance to embrace new technology solutions are weakening the digital competency of many Latin American countries. Yet, Chile and Puerto Rico shine as beacons of hope, according to the Digital Competitiveness Ranking, prepared by Swiss-based… Read More »

Nearshore is Mostly Safe From Trump’s Tariff Threats

Two weeks ago, President-elect Donald Trump stated that, on his first day in office, he would seek a 10% tariff increase in Chinese goods and the imposition of 25% tariffs on products imported from Canada and Mexico. Responses from each… Read More »

Ecuador’s Rolling Blackouts Push Businesses to the Edge

Ecuador is reeling from an energy crisis so severe that power blackouts sometimes last up to 14 hours a day. For businesses, it’s a battle for survival. Over 3,500 jobs were wiped out in the month of September alone, with… Read More »

Dan Lang, a Beloved Champion of Impact Sourcing Near and Far, Dies at 60

Dan Lang, a longtime employee at Sutherland Global Services and widely admired for his work in impact sourcing, passed away suddenly last week. He was 60 years old and based in Williamson, New York. Through his 35+ years of service… Read More »

Q&A: AI Adoption Moving Faster in LATAM Than Developed Markets

Andrea Iorio is a Brazil-based Italian tech expert who has quickly become one of the regions’ main keynote speakers and authors on technological transformation. After a business career aiding brands like Groupon, L’oreal Brazil, and Tinder LatAm, he decided to… Read More »

Ualá: A Dynamic Founder Sharpens Argentina’s Tech Profile

Ualá is one of several disruptive tech innovators taking Latin America’s banking by storm. The company is very much a reflection of its founder and CEO Pierpaolo Barbieri, a 37-year-old Argentinian whose name recognition is suddenly skyrocketing due to a… Read More »

LatAm’s Productivity Rate: Four Times Less than the U.S.

Latin America’s productivity rate is alarmingly low, with the region being four times less productive than the United States, according to a study by the Economic Commission for Latin America and the Caribbean (ECLAC). To put this into perspective, a… Read More »

Q&A: “À la carte” Buildings, The New Trend In Free Trade Zones

Free Trade Zones (FTZs) are no longer places for the transit of import and export products; they are increasingly expanding their offer to accommodate nearshore technology service companies such as BPOs, call centers and data centers. For this reason, FTZs… Read More »

IPAs in Costa Rica, Trinidad, and Panama Push Hard for New Investment

The economic growth outlook for Central America and the Caribbean in 2025 will be low, similar to 2024. For analysts, the trend will continue, but a slight improvement is expected for the region, as issues such as high inflation rates… Read More »

Peru’s Chancay Port Stokes Trade Tension Between US and China

A mega port built in the Peruvian town of Chancay looks set to intensify US trade war with China like never before. Some of President-elect Donald Trump’s aides are calling for slapping a tariff of more than 60% on every… Read More »

India’s BPOs turn AI from ‘Job Killer’ to ‘Job Generator’

In January this year, KR Vishwanathan, then Vice President of NASSCOM, dropped a bombshell. His words carried both optimism and caution. “Machines are poised to take over 20% of BPO roles, but the same technology could create 40% more jobs… Read More »

Editor’s Pick: The Podcasts that Reveal an Unvarnished Latin America

Exploring the rich tapestry of Latin America through podcasts offers listeners a unique window into its diverse cultures, politics, and stories. The following list highlights some of the best English-language podcasts that delve into various aspects of the region, providing… Read More »

Rising Cyberattacks in Mexico Put US Firms on Tenterhooks

In July 2023, cybercriminals broke into the computer systems of Mexico’s largest cooperative, Caja Popular Mexicana. Within minutes, the cooperative’s app was dead, ATMs were offline, and it took nearly a year to fully restore services. With Mexico emerging as… Read More »

Colombia’s Labor Reform is a Negative for Nearshore

Colombia’s proposed labor reform has sparked intense debate about its impact on the country’s competitiveness, particularly in key sectors such as the Nearshore industry. Colombian President Gustavo Petro, has introduced at least three major social reforms to Congress during his… Read More »

Q&A, Founder of Lara Fund: Why LATAM Is So Often Misunderstood

“After learning the lessons of how to invest and how not to invest in the region, and seeing how limitless private capital is, I wanted to take those lessons and apply them in a productive way so you can see… Read More »

Breakdown: How Latin America Views Trump 2.0

Latin America and the Caribbean have lots of reasons to view Donald Trump’s victory in the US presidential elections with trepidation. Here’s what the region’s leading media organizations are saying about the “Strongman’s” return to power. Trump: Friend or foe… Read More »

Accent Software Thrives Despite Being Labelled “Racist”

Customer service providers are increasingly embracing Sanas accent-matching software, despite some American analysts describing it as a ‘racist’ tool. “More than 35,000 call center agents are using Sanas today, and we are engaged with around 20 of the 25 large… Read More »

Boosting BPO and IT: How Free Trade Zones Leverage Digital and Custom Solutions

In recent years, free trade zones (FTZs) across Latin America have seen significant evolution, shifting from traditional manufacturing hubs to dynamic centers that cater to the needs of Business Process Outsourcing (BPO) and IT nearshoring.  This shift is fueled by… Read More »

India-LatAm Relations on the Rise: Opportunities Abound Amid Key Challenges

When Prodapt, a modest BPO and IT services firm from India, opened a new office in Panama, it seemed like a minor event. Yet, it made headlines because India’s Assistant External Affairs Minister, Pabitra Margherita, had flown in from New… Read More »

Nearshore Model is Shaken by Medellin’s Rocketing Property Values

Medellín has become a hotspot for digital nomads, expats and foreign companies seeking a blend of lifestyle and work opportunities. This influx has contributed to a surge in property prices, which have reached their highest levels in eight years.  According… Read More »

As Remote Work Accelerates, Keeping Workers Engaged Becomes Essential

Flexibility has become a non-negotiable for workers. Where once remote work was an option, today is the rule in many nearshore industries. Employees value the ability to manage their own schedules, which has led companies to adopt hybrid or fully… Read More »

Live Translation: A Game-changing Tsunami for BPO

BPO vendor Transcom is rolling out a real-time voice-translation tool that could spell the end of AI-powered chatbots in the contact center industry. The tool not only challenges the role of chatbots — it has the potential to revolutionize the… Read More »

Globant’s Exusia Acquisition Shows AI Arms Race is Intensifying

Globant’s recent acquisition of Exusia, a company founded in 2012,that specializes in data solutions and advanced analytics is a significant move that underscores the company’s ambitions to dominate in the fields of Artificial Intelligence (AI), data engineering, and outsourcing. The… Read More »

Ratan Tata: Executing His ‘Grand Vision’ with Profound Grace and Humility

Ratan Tata, who passed away this week, was more than just the head of India’s largest industrial conglomerate; he was a role model for many of the country’s business tycoons, including the likes of Infosys founder Narayan Murthy. Ratan, whose… Read More »

U.S. Presidential Election: Big Implications for the Nearshore Region

The U.S. presidential election is imminent, and the results on November 5th could have a significant impact on the geopolitical landscape. Latin America and the Caribbean may seek to strengthen economic ties with the United States due to shared interests… Read More »

Economic Collapse Plunges Millions in Argentina into Poverty

Argentina’s deepening economic crisis is pushing millions into poverty, with the latest government data revealing a stark reality: more than half of the country’s 45 million citizens are now living below the poverty line. The poverty rate jumped from 41.7%… Read More »

Guyana Fell Short of Expectations: itel CX

Guyana did not live up to the expectations of itel CX’s leadership. It was reported that BPO firm itel CX will shut down its Guyanese operations by the end of this year. Although the company has yet to provide details… Read More »

A Deeper Look: Eight Insightful Documentaries on LATAM & the Caribbean

Anyone doing business globally should learn as much as they can about the countries or regions they’re engaging with, and there are fewer (and faster) ways to gain deep insights into a particular geography than a good documentary. In a… Read More »

Ibex is Losing Steam in its Nearshore Ops

BPO firm Ibex Global saw its nearshore revenue shrinking over the past year as its clients in the US mull over an increasingly complicated macroeconomic landscape. Ibex reported a 7.8% loss in its nearshore revenues between June of 2023 and… Read More »

Case Study: When Nearshore Firms ‘Bleed’ for the Sake of Referrals

Contracts and long-term business relationships are hard to come by in today’s economy, and many nearshore service providers are willing to endure too much in order to secure them. We recently wrote about how often providers of BPO and tech… Read More »

Breakdown: Why Lima Traffic Ranks as the Worst in the Region

It is an unfortunate reality, but some of the nearshore’s most popular locations are infamous for their rush hour traffic. Dropping the names of Latin America’s top cities can conjure visions of interminable and virtually immovable strings of vehicles in… Read More »

LATAM Got Less Prosperous in a Decade; Chile Tops Regional Ranking

Chile was ranked, once more, as the most prosperous country in Latin America. Chile was the best-performing Latin American country in the Legatum Institute’s latest Prosperity Index, ranking 36th in a list of 167 nations. While the Prosperity Index takes… Read More »

The ‘Bukele Experiment’ Has Yet to Bring of Surge of FDI to El Salvador

It’s round two for the “Bukele Experiment” in El Salvador, and while its results are coming in bit by bit, a clear answer has yet to emerge on whether it has been successful or not for foreign investors. Available data… Read More »

First Impressions: What Executives See When Landing in the Nearshore

—First Impressions— What Executives See When Landing in the Nearshore First impressions can be definitive for decision makers in business. Consequently, they can also determine the economic fortunes of whole cities, countries or even regions. We reached out to a… Read More »

Breakdown: Panama, the Most Productive Country in Latin America

Panama emerged as the most productive country in the Latin America/Caribbean region over the past two decades.  Although the country has a very positive reputation among global investors, new data adds to its credentials. What does it mean, however, for… Read More »

Guyana’s Gov Aims for Economic Diversification and 42% GDP Growth in 2024

Guyana’s economy is still booming. The gross domestic product (GDP) of Guyana saw a 49.7% jump during the first half of 2024, according to the country’s president, Irfaan Ali. “In the first half of this year, our overall real GDP… Read More »

Figuring Out the Perfect Formula for Hybrid Operations

What’s the magic ratio for on-site and remote operations in a hybrid BPO setup?  As the remote vs on-site debate rages on, business leaders continue to experiment with recipes for  functional hybrid operations that satisfy all parties involved. Although BPO… Read More »

Case Study: As Workplace Romances Persist, How are Companies Navigating?

The decision was a difficult one to make for Allan De Camps Melendez. As an HR professional himself, he was well acquainted with his employer’s policies when it came to workplace romances. Those were a big no-no, to say the… Read More »

JP Morgan Warns Brazil and Mexico: Expect Softened Currencies, Inflation Hikes

JP Morgan issued a cautionary forecast for Latin America’s two largest economies: Brazil and Mexico. The US investment bank predicted that depreciating currencies could fuel inflationary pressures for Mexico and Brazil in the coming months. While inflation in both countries… Read More »

The Internet Café: The Essential Source for Tech Inclusion

All you need to understand about digitalization and technological advancement in Latin America can be learned by tracing the evolution of a single cultural phenomenon in the region: Internet cafés. Internet cafés arrived in Latin America –like in many other… Read More »

The Point of No Return: When to Drag Your Client into Court

No company in the services sector wishes to find its client sitting on the opposite side of a lawsuit. But as much as industry lawyers advise against it, sometimes, going to court is the only option available to survive the… Read More »

Breakdown: In LATAM’s Billionaire Class, Little has Changed

A lot can be learned from a region’s history, economy and socio-politics by taking a closer look at its billionaire class.  We decided to track Latin America’s richest people over the past decade –using Forbes’ World Billionaires lists– to get… Read More »

Argentina Flaunts Major Tax Cuts to Woo Foreign Money

Argentina is filling the honeypot for big foreign money. The administration of President Javier Milei recently unveiled the details of a major tax cut program, known as the Regime of Incentives for Large Investments (RIGI), aimed at drawing the attention… Read More »

Positive Vibes: Six News Stories that Show Forward Movement in LATAM

Reading about Latin America in the news can be hard to stomach. From economic crises and political shocks to environmental disasters and violent crime, the region is seen by media outlets as a plentiful source for the outrageous, the saddening… Read More »

Q&A: Female Execs on Enduring Sexism in Corporate Latin America

Much has been said and written about how business culture in Latin American countries differs from that of the US. Corporate etiquette, manners at the negotiating table, signs of friendliness and agression; these and other interactions have been studied by… Read More »

Remittances Hit Record High of $18.95 Billion for Northern Triangle

Remittances to El Salvador, Guatemala, and Honduras —known collectively as the Northern Triangle— soared to a record US$18.95 billion in the first half of 2024, marking a 4.2% increase over the previous year. Remittances are money sent by migrants to… Read More »

Breakdown: 600+ Storms Later, the Caribbean Knows About Resilience

The past 20 years have been a nightmare for the Caribbean when it comes to extreme weather events. Since the early 2000s, the region has been devastated by literally hundreds of floods and tropical storms, and the material costs have… Read More »

Psychedelics For Your Software Team? Leaders Weight In

Software development is all about creativity, so it should surprise no one that psychedelics have been part of the industry almost since their inception. Magic mushrooms (also known as psilocybin), LSD and substances with similar mind-altering effects can be as… Read More »

Want to Know the Real Mexico? Nine Books that Will Deepen Your Understanding

You’re traveling to Mexico to do business. What should you read to get a better grasp on the country? At NSAM, we believe in the usefulness of great business writing. Nevertheless, we are also aware that a country is much… Read More »

Breakdown: Mexico’s New Government Taps a Dynamic Millennial for Top FDI Role

Mexico’s president-elect Claudia Sheinbaum is slowly providing a portrait of what her administration will look like. One of her more eye-catching designations has been Altagracia Gómez, a 32 year-old entrepreneur chosen to lead Sheinbaum’s Business Counsel. This young millennial will… Read More »

The ‘Deported Artist’ Remembers His Years as a Call Center Agent in Tijuana

Javier Salazar has been deported twice in his life. The first time it happened, he was 11-years old.   The memory is depicted in one of his paintings: a child squats in the middle of the desert, carrying a blue backpack… Read More »

Q&A: How to Not Get Strangled by Mexico’s Notorious Red Tape

Dealing with bureaucracy can be bad enough as it is in one’s home country. In a foreign land, where the laws, language and social cues can be incomprehensible at first, bureaucratic processes can feel like an experience crafted by a… Read More »

Breakdown: Arise to Pay $13 Million Following Worker Misclassification, False Advertising Lawsuits

Arise Virtual Solutions, owner and operator of a popular gig-CX platform, will have to pay US$13 million following a triad of lawsuits issued by the Department of Labor (DOL), the Federal Trade Commission (FTC) and the Office of the DC… Read More »

Does the Caribbean Have Reasons to Hope for a Kamala Harris Presidency?

The sudden rise of US Vice President Kamala Harris to the top of the Democratic national ticket has made the possibility of a US President with Caribbean roots a very real one. Kamala Harris’ father, economist and Stanford professor emeritus… Read More »

Nexus 2024: Diagnosing the Nearshore Model

The nearshoring model has been chugging along for decades now, and like any machine, it requires a checkup every now and then. Many questions arise among nearshore market players as the landscape twists and turns, challenging them to renew their… Read More »

Software Devs Fight To Keep ‘Rust’ Away as Market Cools

“The client didn’t renew the contract with the consulting firm I work at, and now I’m on hold,” the forum post begins.  “I don’t know for how long I’ll stick around before they cut me loose, but I want to… Read More »

Can Coding in Spanish give LATAM the Edge it Needs in Global Tech?

Tech enthusiasts often say that anyone can learn coding. Anyone with a wide enough English lexicon, that is. For aspiring programmers in non-English speaking countries, learning to code can require double the work that it would for native English speakers.… Read More »

PetSmart Sets Up Tech Center in Costa Rica, Guided by NSAM Advisory

One of the leading pet retailers in North America, PetSmart, opened a new technology center in Costa Rica recently. Located in the Heredia Free Trade Zone, PetSmart’s new facility will provide tech support to the company’s operations across the US,… Read More »

Breakdown: Google Sidesteps Legal Hit; ‘Wiretapping’ Lawsuit Dismissed

Google managed to avoid a major blow to its reputation and CCaaS business. A lawsuit which alleged the tech giant had used its AI-powered cloud CX platform to eavesdrop on customer conversations was dismissed by a California court. This resolution… Read More »

Nexus 2024: But What About Political Risk?

Do politics matter to foreign investors? The short answer is: of course. Nevertheless, we’ve seen too many instances in which foreign businesses stick to their guns even as red flags wave furiously around them. There is a deeper conversation to… Read More »

Why is Colombia’s Labor Ministry Cracking Down on Call Centers?

Things are about to get heated for call center operators in Colombia. Colombia’s Labor Minister Gloria Inés Ramírez has explicitly put call centers on notice, announcing inspections meant to scrutinize the facilities. “We’re coming after call centers now,” Minister Ramírez… Read More »

Nexus 2024: Chasing the Dream of Caribbean 3.0

The Caribbean is much more than sun, sand and ocean breeze. A handful of global investors know it, and they’re happy with that knowledge. The Caribbean, however, hopes for something more. It hopes for an upgrade. The dream of “Caribbean… Read More »

Nearshore Diagnosis: What Does Value Even Mean?

What is even the meaning of value in the Nearshore?  The Nexus 2024 conference closed addressing one of the more relevant questions for the region. As geopolitical, economic and technological shifts transform the global landscape, market players try their best… Read More »

Nexus 2024 Keynote: Following the Road to Nearshore Tech Triumph

“I remember being at an offsite with some of my peers at Google, just talking, giving personal details.” Bismarck Lepe –Founder, former CEO and Executive Chairman at Wizeline– tells the anecdote as he casually paces back and forth in front… Read More »

Nexus 2024: Catching Up to Global Staffing

As is generally the case, innovation can be too fast for its own good.  Global staffing is here to stay. And yet, it seems as if much of the infrastructure that sustains international business operations is dragging its feet, becoming… Read More »

Breakdown: For LATAM, Seizing on a Model to Prevent Brain Drain

Brain drain has for decades choked Latin America’s economic and technological flourishing. The region is generating enough interest in global business to speak of a change in its fortunes in the mid to long term. However, Latin American luminaries keep… Read More »

Nexus 2024: Clearing the Air About Tech Disruption in CX

Are the evangelists right? Is the latest iteration of AI here to kill the contact center? Or are those warnings nothing but sound and fury, part of the hype cycle for another shiny new toy in tech? “Where do we… Read More »

Nexus 2024: The Comeback and Refocus of Captive Centers

Captive centers have made a comeback, but the market won’t settle for the old model. The plan has changed. “It was all about cost optimization. The industry was dormant when it comes to captive centers. It was about outsourcing,” said… Read More »

Breakdown: More than Just Dreaming of Caribbean 3.0

There’s something in the Caribbean air besides the smell of sand and sea breeze. The nearshoring trend in the Americas has given the whole region a chance to step up and diversify its credentials as a destination for foreign investment.… Read More »

Special Report: Making the Most of Panama’s Reemergence

A set of tax reforms and enhancements to logistics infrastructure have put Panama in an ascending path to nearshore investment success. Nearshore Americas’ latest white paper highlights Panama’s credentials as a destination for investment, detailing recent public policy changes and… Read More »

The Next Phase in Borderless Work: Global Hiring is Here to Stay

It took decades of technological advances and adjustments to leadership mindsets, but the labor market is finally grasping the true meaning of the word “global”. And yet, much of what sustains international business operations is still dragging behind. Payment methods,… Read More »

Colombia’s IT Sector Warns of Red Flags in Petro’s Labor Reform

Colombia’s tech sector is sounding the alarm over President Gusvato Petro’s latest attempt at a labor reform. Industry leaders warned that the changes proposed in Petro’s reform could cripple the sector’s growth and hinder its ability to fill a significant… Read More »

Watching Your Step: Politics, Disruption and Nearshore Investment

As unsavory as the topic might be, politics eventually comes up in any location analysis. Regardless of the political conflicts existing in almost all jurisdictions, the question that really matters in the end is: can government leaders work together despite… Read More »

Age of Disruption: Will AI Crush the Nearshore Advantage?

AI-powered voice solutions are amongst the most promising and threatening tools in the CX market at the moment. There are plenty of businesses out there piloting such solutions, raising questions about the viability of the current paths for delivery. Perhaps… Read More »

Big-Dollar Tech Projects are Vanishing in India

Indian tech providers are having a rough time scoring big time projects, being forced to settle for smaller, less profitable ones. It is common for tech projects in Bangalore —a business hub regarded by many as India’s “Silicon Valley”— to… Read More »

Nexus 2024: CXO Panel Explores Why Captives Will Continue to Rise

In a couple years, when nearshore investors think of captive centers, they might not be envisioning an office building or campus anymore. The traditional definition of a captive conjures pictures of logo-specific offices where foreign workers learn the ins and… Read More »

NVI 2024: Nearshore Value is All About Tech Readiness

A year after Nearshore America’s first Nearshore Value Index (NVI), some things hold true, while others have seen important changes. Deciding where to invest is still a difficult exercise which requires careful research, thoughtful consideration and, paradoxically, the readiness to… Read More »

Nexus 2024 Keynote: The Reward is in the Journey, Says Bismark Lepe

“I think there’s a lot more opportunity. Whether or not countries, individuals  [in the nearshore] take this opportunity is still waiting to be seen,” commented Bismarck Lepe, Wizeline’s Founder & Executive Chairman, who delivered the keynote address at Nexus 2024 … Read More »

Nexus Opening Night: Forging New Partnerships

Nexus 2024 has officially kicked off.  Attendees of the nearshore industry’s premier event gathered during the evening of June 12th for Nexus 2024’s Opening Night. Hosted at Jersey City’s Hyatt Regency, overlooking the Hudson River and with the Manhattan skyline… Read More »

Automation and WFH Kneecap H1B Visa Applications in the US

H1B visas aren’t as solicited as before. Once a highly sought permit in the US for the importation of highly skilled foreign workers, H1B visas (and their beneficiaries) seem embroilled in a losing battle against the popularity of remote work… Read More »

Q&A: An Engineer Bridging Silicon Valley and LATAM

Julio Calderón is a man, a husband, a father. He’s also Peruvian, and latino, and American. But, for the purpose of this article, Mr. Calderon can be regarded as a bridge between Latin America and Silicon Valley. Julio Calderón is… Read More »

Introducing the Women Speakers at Nexus 2024

The Nearshore Americas’ team is really excited about the speakers at this year’s Nexus conference; particularly the female segment of the lineup.  Nexus 2024 will host a group of accomplished women professionals: an impact sourcing specialist, a master of FDI… Read More »

How LATAM’s Leading Countries are Guiding AI Development

AI technology might be too powerful –and appealing– to be contained. That doesn’t mean that government regulators aren’t trying. Even since the explosion of generative AI (GenAI) into the mainstream, regulators the world over have tried to set up guardrails… Read More »

Nexus Keynote: An Immigrant-Entrepreneur Manifests a Profound Vision

Mexican-American tech entrepreneur Bismarck Lepe will deliver the keynote speech of Nexus 2024, which will take place June 12th-13th, in Jersey City, New Jersey. The son of Mexican immigrants who moved to the US in search of a better life,… Read More »

No Layoffs Due to GenAI, Claims Infosys CEO

Infosys claims that no layoffs will happen at the organization due to generative AI (GenAI), even when the technology has lead to more efficient and productive business operations. CEO Salil Parekh conveyed this assurance to CNBC-TV18, emphasizing that, while new… Read More »

Breakdown: White House Recommends Skills-Based Hires for Cybersec

The White House officially issued a recommendation to private companies and government agencies when it comes to hiring for cybersecurity.  In short, they should widen their hunt to include people with the skills needed instead of sticking to those with… Read More »

Grasping Amazon’s Dominance in Costa Rica

Amazon’s history in business has been one of utter dominance wherever it goes. Whether in the US, Europe, APAC or Latin America, the consequences of Amazon’s arrival run deep in every market it has set foot on, transforming not only… Read More »

Globant Shares Have Spent the Year Tumbling Amidst Soft Demand and AI Fears

Argentinean software company Globant is experiencing a steep decline in its share price, mirroring a broader trend in the IT services sector. Globant’s stock has fallen 25% since the year began, generating concern among Wall Street investors. This downward spiral… Read More »

Breakdown: Understanding the Compliance Tech Stack

Compliance –whether environmental, labor, data privacy or other– is now an issue of tremendous importance to businesses, and a core part of their day-to-day operations. Remaining compliant is so important that more and more companies are turning to software to… Read More »

Will China’s Digital Workforce Ambitions Disrupt the Global IT Hierarchy?

China is about to move its tremendous economic and bureaucratic machinery to compete more effectively in the global, increasingly accelerated tech market. Chinese authorities recently announced a three-year plan which aims to upgrade its digital and non-digital workforces, training them… Read More »

Breakdown: The Very Profitable Future of Low-Code?

Increasing demand for software services of any kind, combined with a relatively short supply of workers capable of delivering them, has put low-code platforms in a very promising position. But the landscape has changed dramatically since low-code became popular among… Read More »

Remote Jobs are Drying Up in LATAM, Kneecapping Salaries

The availability of remote jobs is waning in Latin America, leading to shrinking salaries for workers in the region. A Bloomberg report shows a significant shift in hiring practices across Latin America as companies call employees back to the office.… Read More »

Q&A: A Mexican ML Engineer Migrates to Poland; What Did He Learn?

Like many other developing nations, Mexico is no stranger to brain drain. Some of the country’s most promising, young minds find themselves trapped in a landscape that offers very little opportunities for them to take off and fly as high… Read More »

As the AI Craze Escalates, Where is All the Tech Spend Going?

A glance at the conversation around AI would lead anyone to believe that businesses are throwing bag after bag –and, when available, truckload after truckload– of money towards the technology, hoping their investments pay handsomely sometime in the short-to-mid term.… Read More »

CX Automation Startup Parloa Raises $66 Million

German AI startup Parloa, which established its US presence just a few months ago, secured US$66 million in funding. Parloa’s specializes in contact center automation through an innovative AI speech application that enables natural language interactions between customers and AI. Founded… Read More »

Businesses Suffer ‘Data Paralysis’ as AI Hype Cycle Speeds Up

There’s no AI without data, a reality which many business leaders have yet to grasp in its entirety as they ride the AI hype train towards an unknown but very promising destination. A recent study by consulting firm Carruthers+Jackson put… Read More »

Breakdown: Argentinian Businesses Have High Hopes for Milei’s ‘Shock Therapy’

The radical economic policies of Argentinian President Javier Milei, while controversial and even scary in the eyes of some experts, seem to be appealing to the sense of hope among entrepreneurs in the country’s services sector. A recent survey by… Read More »

US Unsatisfied with Mexico’s Labor Probe into Atento; Calls for USMCA Panel

Atento, one of the largest call center operators in Latin America, finds itself in the middle of a labor dispute between Mexico and the US. The US Trade Representative (USTR) requested a review panel under the US- Mexico-Canada Agreement (USMCA)… Read More »

The Conversation: Belize Benefits from Taking the Road Less Traveled

Over the past decade, Belize has been quietly building a reputation among BPO industry experts.  In spite of demographic numbers that barely pass the 400,000 people, Belize stands out among other Central American nations due to its population of native… Read More »

Q&A: The Landscape Grows Complex for Ukrainian IT, But Not Because of the War

Two years into the war with Russia, Ukrainian IT firms fear little for the integrity and continuity of their business operations. True concern comes from better-known, comparatively mundane sources: global economic headwinds, customers who remain extra-cautious and a dwindling flow… Read More »

Mexico Gets Serious About Labor Probes; Goes for Stronger Gender Focus

Mexican labor authorities are getting more serious about worksite inspections, particularly those aimed at making sure that no gender discrimination is happening in the workplace. Mexico’s Labor Ministry recently published a new protocol for gender-focused worksite inspections. The point of… Read More »

The Return of the BOT Model, this Time with Greater Focus on Talent

The market seems to be growing partial to captive and build-operate-transfer (BOT) setups following the post-COVID digital explosion and the global drive for market-relevant skills. Captive centers and BOTs are attractive models for companies that wish to leverage the advantages… Read More »

Breakdown: Hiring Engineers Directly Gains More Momentum

Data expertise is amongst the most in-demand tech skills in the market today. In spite of the many options available for hiring engineers globally –from freelancing and EOR arrangements, to the use of staffing agencies and tech consultancies– companies remain… Read More »

Nexus 2024: An Unbeatable Lineup of Expert Speakers

Nexus 2024, the flagship event for the Nearshore industry, is shaping up to be one of the most meaningful Nexus programs since its launch in 2011. The Americas’ Nearshore is entering a new period of globalization. Business leaders in the… Read More »

CodersLink Files for Bankruptcy; Blames Mexican ‘Super Peso’

Nearshore recruitment agency CodersLink has filed for bankruptcy, blaming the so-called “super peso” for its financial woes. San Antonio-based CodersLink filed the voluntary petition under chapter 11 of the US Bankruptcy Code on March 12, 2024.  According to the filing,… Read More »

Wizeline Gets a New Boss and Big Plans for Expansion in Colombia and Argentina

Bismarck Lepe is stepping down from his CEO role at Wizeline, ending a ten-year run as the company’s top executive. Former Softvision and Globant executive Andres Angelani was appointed as Wizeline’s new CEO, with Bismarck Lepe moving into the role… Read More »

Breakdown: CX Leaders Spooked By GenAI Data and Compliance Snafus

Decision makers in the CX space are almost entirely sold on generative AI (GenAI). Nevertheless, many can’t shake off the nightmare scenarios that the technology could bring in matters of data security and compliance. The big spooks: Data security and… Read More »

Companies Struggle to Address Persistent Insecurity Among Workers

Years of global economic strain have made workers more fearful for their bottom line. For businesses, this means that they’ll need more than an attractive paycheck to stay competitive in the job market. A recent survey by risk analysis firm… Read More »

Breakdown: Home Depot Hit by Google’s Cloud CX Legal Troubles

Google’s AI-powered, cloud CX platform has put the company on the wrong side of a lawsuit once more. This time, though, the tech giant isn’t alone. Home Depot, a user of Google’s platform, is feeling the heat too. What’s happening?:… Read More »

AI in Demand Forecasting: A New Way to Solve Inventory Issues

What do the stock market and weather forecasting have in common? Here’s a clue: stocks are valued based on trend projections, whereas changes in weather are tracked using prevailing atmospheric conditions and meteorological data.  If you guessed “forecasting”, congratulations! Planning… Read More »

Q&A: Upskilling Top Tech Execs in ‘Mexico’s Silicon Valley’

You can always learn a new trick or two, even when you’ve spent several years at the top of the corporate ladder. That’s the philosophy behind a group of entrepreneurs and academics in the tech ecosystem of Guadalajara who have… Read More »

The Conversation: An Intro to Tech Services in Peru

Peru’s often overlooked in conversations about nearshore IT. While the Latin American landscape has for decades been dominated by giants like Brazil, Mexico, Colombia and Argentina, Peru managed to carve a space of its own in the market for nearshore… Read More »

Q&A: In Trinidad, Scottish BPO Exec Finds More than ‘Bare Feet and White Sand’

The appeal of Trinidad & Tobago traveled across the Atlantic and caught the eye of a BPO executive all the way in Scotland.  It’s been less than a year since Scottish BPO firm Ascensos began its incursion into the American… Read More »

Bots Need Not Apply: Mapping the Limits of Automation

Many of us are busy finding areas and ways to implement automation. This article focuses on the contrary.  Although automation gives us an edge over traditional ways of resolving issues and achieving accelerated results, it’s also necessary to identify processes… Read More »

Hijacking a Phone Call with AI is ‘Fairly Easy’, says IBM Researcher

An IBM security researcher proved how frighteningly simple it would be for a hacker to hijack phone conversations using readily available AI tools. Security researcher Chenta Lee posted a report detailing how he and a group of colleagues built a… Read More »

‘Cautious Optimism’ Is Back Among CEOs. Can Tech Providers Breathe Easier?

Business leaders in the US are feeling optimistic about the economy in a way they haven’t in years, feeding the hopes of tech service providers who’ve spent most of that time dealing with client uncertainty and considerable slowdown in their… Read More »

Insurance Premiums are Being Hit Hard by Space Debris

The vast expanse of space, once thought to be an infinite and untouched frontier, is now cluttered with a growing menace: space debris.  As humanity’s presence in space expands, so does the risks associated with orbiting fragments of defunct satellites,… Read More »

Breakdown: Unpacking Mexico’s Very Low Unemployment Numbers

Mexico registered exceptionally low unemployment numbers for 2023, culminating in an almost two-decade low point by the end of the year.  While the unemployment data itself is very relevant to understanding the state of the Mexican labor market, it is… Read More »

Q&A: What’s New in Guadalajara’s Office Market

Guadalajara, the so-called “Mexican Silicon Valley”, has left the troubles of the pandemic behind and is undergoing a recovery of its office market, enabled mostly by the tech industry.  Though small when compared with the likes of Mexico City and… Read More »

AI Hammers TP and Concentrix Stock as FOBO Becomes Very Real 

The hype and fears surrounding AI have caught-up with Teleperformance and Concentrix, the two largest call center operators in the world. Teleperformance and Concentrix shares are in free fall as spooked investors dump their stocks amid growing fears of AI’s… Read More »

The Real Challenges of Data Accessibility in Outsourcing

Data is currently at the center of everything we do. No business can thrive without it. Outcomes depend on the quantity and quality of data you can access and leverage to improve timelines and operations.  Data seems to be available… Read More »

Guyana Steps Up Its BPO Play with Multi-Million Dollar Bet on Corporate Campuses

Guyana is making a big push to attract foreign contact centers to its territory.  Guyana’s government is gearing up to build two massive BPO campuses with an investment of US$2.8 million in Region Five (Mahaica-Berbice). These new facilities will house… Read More »

Colombia’s AI Ambitions Appear to be Founded on Vaporware

The Colombian government has big plans for AI at a national level. Plans which at the moment have the classic features of vaporware.  Colombia’s Ministry for Information Technologies and Communications (MinTIC) announced in January its plan to build what it… Read More »

To Meet ESG Standards, Businesses Have Ditched Consultants for Software

Companies are having a hard time meeting the rules and regulations required to be considered ESG compliant, and traditional consultants are not cutting it. That’s why decision makers are turning to a solution which has proven effective in many other… Read More »

Why Hackers Love Your Mobile Devices and What You Can Do About It

The use of online resources for conducting business has multiplied, leading to an increase in the opportunities for hackers to attack. Implementation of cloud-based software exploded thanks to remote work models, and companies were left unprepared, lacking adequate cybersecurity protection. … Read More »

Breakdown: The FCC Bans AI Robocalls, What Next?

The Federal Communications Commission (FCC) took a heavy swing at phone scammers by effectively outlawing the use of AI-generated voices in telemarketing campaigns and all sorts of spam calls. While the FCC’s decision was widely applauded, questions remain about its… Read More »

Anguilla: The Tiny Caribbean Island Banking Big on the AI Explosion

An unforseen yet happy coincidence has put Anguilla, a small island in the Caribbean, in a position that is allowing it to benefit in unique ways from the recent AI explosion. By solely managing the issuance of web domain names… Read More »

Montego Bay, on the Brink of a Major Upgrade?

Montego Bay is one of Jamaica’s premiere locations for the global services industry. The so-called “Second City” is known worldwide as a great vacationing spot, but Jamaican business strategists have been working to maintain momentum as the destination seeks recognition… Read More »

Breakdown: A CX Provider Opens the Door to Apple Getting Hacked

Not even the almighty Apple is safe from the wits of hackers and the vulnerabilities of its own third party providers. The company is among the latest victims of a hack made possible by exploitable routes in the systems shared… Read More »

Chile’s Foreign Inflow Zooms to $33 Billion; Global Services Ranks Among Top Draws

Chile’s investment promotion agency, InvestChile, received investment commitments worth US$33.5 billion in 2023, with global services ranking among the top draws for foreign capital. The foreign inflow already created nearly 6,000 jobs, with more expected in the coming months as… Read More »

BPOs Under Fire After Infosys McCamish Data Breach Hits Bank of America

A data breach at Infosys McCamish Systems (IMS), a US-based subsidiary of Infosys BPM, exposed sensitive information of over 57,000 Bank of America (BOA) customers. BOA advised customers to monitor their accounts for suspicious activity, warning of potential identity theft… Read More »

Breakdown: Globant’s Hunger for Brazilian Tech

Globant’s been hungering for Brazilian firms for a while, but a recent spree of acquisitions underscores the company’s interest in Latin America’s largest economy and one of the region’s true tech powerhouses. What’s new: Globant recently acquired Iteris Holding, a… Read More »

Infographic: In an Industry Where Flight Time Matters, Nearshore Wins Big

How near is the nearshore? Nearer than most think, actually. One of the most powerful pillars of Nearshore knowledge services is proximity. Seeing your teams, your partners and your allies is a critical part of the overall recipe for success… Read More »

Q&A: From Anthropologist to QA Tester

An anthropologist can be a QA tester. And a QA tester can be an anthropologist. Tech companies find themselves increasingly pressured to find enough people to meet the needs of the industry. Demand climbs higher, and the traditional sources of… Read More »

Breakdown: Europe Eyes Latin America for Remote Hiring

Europe has its own nearshore, which it has cultivated for a while as a source for remote workers. Nevertheless, it seems like some of the strongest European economies recently picked an interest in Latin American talent. What’s new?: Argentina, Colombia… Read More »

Barranquilla Drew Major BPO Attention and Investment in 2023

Last year was one of bonanza for Colombia’s Atlantico Department, where the city of Barranquilla is located, thanks to dozens of BPOs setting up shop there and creating nearly a thousand jobs. Foundever, Sagality, Solvo Globa and Hinduja Global Services (HGS)… Read More »

Client Request Pushed Teleperformance to ‘Go Physical’ in Trinidad

A lot has been said about the forces pushing for return-to-the-office mandates. For Teleperformance, it came down to a simple fact: the client said so. Teleperformance launched a remote operation in Trinidad & Tobago in April of 2022. Less than… Read More »

Breakdown: Accenture’s Canadian Controversy

Accenture’s not exactly a stranger to dealing with unsavory topics that reach the masses. But the company’s recent engagement with the Canadian Government has put it on the defensive.  A series of press reports revealed details of a previously undisclosed… Read More »

Everise CEO: Managing a $1 Billion BPO with Healthcare Savvy

Everise has practically made it in its journey to a US$1 billion valuation, feeding high hopes for the future of global services in the healthcare vertical.  Everise announced in late December of 2023 that it had finally clinched capital from… Read More »

Q&A: A Different Take on Data Management, As Seen from Puerto Rico

For service providers operating outside of US soil, managing data properly and securely can be the defining factor for even being considered as an option for third-party partnerships.  The regulatory landscape has grown more difficult to traverse in the US.… Read More »

In Argentina, Even Software Devs Can’t Escape Inflation Insanity

Pedro Benzina would be considered one lucky man in Argentina. His profession –software development– ranks amongst the highest paid in the country. If positioned correctly, he could work for transnational companies, earn double the salary of most Argentineans and, fortune… Read More »

Breakdown: Atento Probed by US & Mexico Over Union Busting Claims

Atento’s Mexican subsidiary is being probed by both labor and trade authorities in Mexico and the US over allegations of union busting.  If the accusations hold water, Atento could find itself in a unique and unflattering position as the first… Read More »

Q&A: The Many Responsibilities of the Chief Culture Officer

It’s clear that the role of culture in business is growing. As companies go for a location-agnostic approach to workforces and jump into an international market, cultural cohesion within the organization and affinity with customers becomes a must.  To achieve… Read More »

Allegations Emerge that AgileThought Burned Scores of Mexico Developers

Once a promising player in the Nearshore IT services game, AgileThought spent a good portion of 2023 entangled in a battle with former employees in Mexico who publicly accused the company of neglecting its obligations as an employer. The accusations… Read More »

Breakdown: What Does a Chief AI Officer Actually Do?

The latest AI explosion has led to the emergence of a new member of the C-suite: the Chief AI Officer, or CAIO.  Faced with the increasing relevance of AI, organizations of all sorts have rushed to appoint someone in charge… Read More »

Digicel’s Big Boss Says No 5G for the Caribbean

Digicel owner Denis O’Brien recently put Caribbean nations on notice  that, at the moment, there’s no business case for 5G deployment in the region. Digicel’s big boss stated that neither Digicel nor the rest of the major telecom operators in… Read More »

Breakdown: How Google’s AI-Driven CX Platform Triggered Legal Action

Google’s strongest asset –its technology– has put the company in hot water once more. The tech giant finds itself on the wrong side of a lawsuit involving alleged customer privacy violations via its own AI-powered, cloud-based contact center platform, known… Read More »

BPOs Have Little Faith in Law Enforcement Helping with Phishing Attacks

For business process outsourcing (BPO) firms, there’s little solace once they’ve been effectively hit by a phishing attempt. Though law enforcement in the United States and other countries take cybercrime seriously, companies feel that they have no hopes for justice… Read More »

Breakdown: Teleperformance’s Global Union Agreement, a Year Later

It’s been over a year since Teleperformance signed a major agreement with union federation UNI Global Union. The document has yet to show its impact, but it promises to define the path of how global service providers handle worker’s rights… Read More »

NSAM’s 2024 Outlook: Seven Trends that Could Change the Face of Nearshore

From industry consolidation to the looming possibilities of generative AI, 2023 proved to be a defining year for the global services sector, which is still coming to terms with the transformations forced by several years of “permacrisis”. Last year was… Read More »

Group Chat: Auxis on Customers, Sourcing and Security in a Hybrid World

Enterprise customers don’t care much about the nuances of a hybrid model in their outsourced operations. For service providers, though, it’s the small, barely visible things which determine the quality of service. Auxis has been cruising through the changes in… Read More »

Breakdown: Unpacking the Fed’s Lawsuit Against Arise Virtual Solutions

This year was marked by groundbreaking developments for the CX industry, but few promise to be as impactful as the Department of Labor’s (DOL) lawsuit against gig-CX firm Arise Virtual Solutions. The DOL has characterized the lawsuit as perhaps the… Read More »

Q&A: Thomson Reuters on AI and the Future of Professional Services

AI is expected to be a game changer for white collar jobs, with professional services being one of the sectors which is already seeing the potential for major transformation. Thomson Reuters is keeping track on how professionals themselves perceive AI’s… Read More »

Shorter Workweeks Gain Momentum; What Can Global Enterprises Expect?

The debate around shorter workweeks is gaining traction, and businesses which depend on offshore/nearshore workforces to keep operations running 24/7 are paying attention. While the prediction of 2023 being the year of the shortened workweek did not come to be,… Read More »

Breakdown: Why is Argentina’s Tech Elite Embracing Javier Milei?

Argentina is days aways from kick-starting the administration of President-elect Javier Milei, which promises to be –at the very least– exceedingly interesting for political, economic and market analysts.  Milei caught international headlines thanks to its highly confrontational, upsetting and unorthodox… Read More »

GenAI and Its Potential: A Guide for CFOs

“By far, the greatest danger of Artificial Intelligence is that people conclude too early that they understand it”  –Elizier Yudkowsky– By now, most of us have been bombarded with multiple views on Generative AI (GenAI) and how ChatGPT will do… Read More »

INFOGRAPHIC: Tracking Forex Volatility in Nearshore and Offshore Economies

Forex volatility, while always a concern among global businesses, developed into quite the headache during 2023, causing major pains to companies operating in offshore and nearshore regions.  From the infamous “super peso” in Mexico to the continuation of Argentina’s inflation… Read More »

Breakdown: Is OpenAI’s Chatbot CX Tool Any Good?

OpenAI launched GPTs, a tool which allows users to build chatbots of their own. The company hopes that these custom chatbots will be game changers in business, education, entertainment and daily life in general, bringing the long-running fantasies of virtual… Read More »

The Hidden Threat of Poor Digital Marketing in E-Commerce

E-commerce has emerged as an indispensable component for businesses globally. In the US, e-commerce transactions account for a whopping 26.9% of total revenue generated, as per a recent IBIS World report. While the projected growth for the US is 12.1%,… Read More »

Freelancing and EOR Platforms Grow Popular For AI Engineer ‘Test-Runs’

Freelancing and employer of record (EOR) platforms are becoming increasingly popular among HR heads, CTOs and business leaders in general who find themselves in a hurry to hire AI talent.  EOR firm Deel recently reported a Y-o-Y 60% increase in… Read More »

Breakdown: What Global Companies Need to Know About Biden’s AI Executive Order

The White House issued an executive order which aims to set the groundwork for the “safe, secure and trustworthy development and use of AI”.  With privacy and consumer protections being two of its driving principles, the question arises: how will… Read More »

The Present and (Potential) Future of AI in Jamaica

Broader interest in artificial intelligence (AI) adoption is one of the defining trends of the global business landscape in 2023. From an innovation perspective, the rise of tools such as ChatGPT and its subsequent integration into Microsoft search engine is… Read More »

US Gov Goes After Gig CX Firm Arise in Giant Worker Misclassification Case

The US Department of Labor (DOL) is dragging gig-CX firm Arise Virtual Solutions to court in what the Department itself has characterized as probably ” the largest misclassification case in its history.” The lawsuit, launched by the DOL in late… Read More »

Case Study: Instacart’s Massive, Automation-Enabled Agent Scale Back

A lot of text has been dedicated to chronicling and analyzing Instacart’s boom in the midst of the COVID-19 pandemic, but little is told about how the company’s back office handled skyrocketing demand. Instacart –a grocery delivery platform– was one… Read More »

Breakdown: How Paraguay Caught Alorica’s Eye

Alorica is months away from launching operations in Ciudad del Este, a relatively small town in the eastern border of Paraguay.  Alorica’s footprint in Latin America is huge, but not all-encompassing. There are several other more popular sites where the… Read More »

Jamaica’s ICT Infrastructure, Transformed

The COVID-19 pandemic reshaped how industry leaders understand business continuity policies. Information and communications technologies (ICT) became even more relevant for daily work activities. In many cases, these technologies were the only way to conduct business. Most companies that were… Read More »

Q&A: Ukraine IT Carries On Despite War, Disruptions and Talent Migration

IT in Ukraine is alive and kicking, and some investors hope the local tech business landscape to develop further even amidst a horizon darkened by war. One of such investors is Vitalii Gorovyi, Founder of Kyiv-based holding InSoft Partners.  The… Read More »

Special Report: Appraising Digital Services in Jamaica

Jamaica is positioning itself to become a launchpad for the growth and thriving of the global digital services industry. The country’s growing strenght in digital services is explored and assessed in Nearshore America’s latest white paper: Jamaica’s Digital Advantage. The… Read More »

Breakdown: Something Inside the “Ethical Sourcing” Model is Just Rotten

Meta’s legal troubles in Kenya and a series of media firestorms have put the claims of “ethical sourcing” trumpeted by several BPOs and data labeling firms under scrutiny.  Questions keep being raised about the fairness, sustainability and actual impact of… Read More »

A Practical Guide to Investing in Aguascalientes

Expanding a business into Mexico demands a thorough analysis of potential sites for setting up shop. While Mexico’s major cities (Monterrey, Guadalajara, and Mexico City) remain the most popular options for expansion in the tech sector, smaller cities are gaining… Read More »

The Shocking Price Tag ($1k) to Enter El Salvador

El Salvador has recently introduced a policy that requires Indian nationals to pay US$1,000 to enter the country by air. The fee, announced by El Salvador’s port authority (CEPA) on October 20, will be applied also to passengers from over… Read More »

Country Visitation Report: Republic of Georgia

I took the opportunity last week to visit Tbilisi, Georgia, as part of a business mission organized by Peter Ryan, founder of Ryan Strategic Advisory, as well an ally and partner of Nearshore Americas. Virtually every delegate, traveling in from… Read More »

Rumblings in Guanacaste: Lower Costs and Slower Living

The pot is slowly cooking in Guanacaste, Costa Rica’s smallest province and a growing source of interest among tech businesses in search of unexplored horizons in the country. Costa Rica is Central America’s most popular destination for IT outsourcing, and… Read More »

Q&A: Qualcomm Tackles Data Services, AI and a New Path Forward

What is Qualcomm planning for the next couple years?  San Diego-based Qualcomm is known mostly for its hardware. From microchips to wireless equipment, the company has carved a name for itself as a provider for some of the biggest names… Read More »

From the Ground Up: Exploring Itel’s Journey in Jamaica

Jamaica-based itel has firmly established itself as a prominent player in the nearshore industry. Founded in 2012 in Montego Bay, itel embarked on a remarkable journey of growth, expanding its operations not only throughout the Caribbean but also across the… Read More »

Breakdown: Wizeline Helps Pioneer LATAM’S First GenAI Lab

What has been termed Latin America’s first generative AI Lab is being built in Guadalajara. And Wizeline will be a key architect.  Wizeline and Tec de Monterrey will build a generative AI lab in Guadalajara, a city regarded as Mexico’s… Read More »

There’s More to LATAM’S Tech Scene Than VC Interest in Startups

For years now, the sheer number of Latin American tech startups and the volumes of VC funds flowing into them have been used as the go-to argument to position the region as the next big thing in tech.  That argument… Read More »

El Salvador Rolls Out the Red Carpet for Google

El Salvador set up the terrain for Google’s arrival, a development which feeds into the country’s hopes of becoming one of Central America’s major tech hubs. Google announced in late August that it will set up a legal entity and… Read More »

Breakdown: Are Those IT Jobs Numbers in Argentina Real? Probably Not

A month ago, several news outlets from Argentina made a big deal about growth in the country’s tech talent pool over the past couple years, portraying Argentina as a leader in the regional tech race. We decided to dig deeper. Turns… Read More »

Q&A: Cross-Border Transactions Rise to a New Level of Complexity

The labyrinths of legalese have gone multinational. Cross-border transactions are now a staple of the tech services sector, forcing clients and vendors to traverse territory that is potentially treacherous from a legal standpoint. From issues of compliance and property rights… Read More »

The Buyside Remains Cautious, Yet Digital is Still a High Priority

Buyside executives are still treading carefully when it comes to their spend on digital transformation. In spite of the expectations of several Nearshore tech vendors, businesses have yet to shake their concerns over a potential macroeconomic downturn, leading to a… Read More »

Companies Should Prepare for an Uphill Battle Around AI Regulation

Artificial intelligence (AI) is the coolest game in town. Everyone is excited about it. Multimillion-dollar investment announcements in the sector are now a regular occurrence. From the big dominant tech players such as Google, Microsoft and Meta, to Elon Musk’s… Read More »

Q&A: A Vietnamese IT Firm Ventures Deeper Into Nearshore

Vietnamese IT vendor FPT is venturing further into Latin America.  Following its acquisition of Arizona-based Intertec in February of 2023, FPT officially launched operations as a  provider  of Nearshore tech services for customers in North and South America, bringing a… Read More »

Breakdown: Hunger for Foreign Tech Workers Spiked Over Last Two Years

There are several ways to measure the hunger for tech workers among US businesses over recent years. One of those ways is to trace the flow of money. Over the past decade, compensation for H-1B visa holders who do computer-related… Read More »

Nearshoring in Jamaica: Beyond Kingston and Montego Bay

Nearshoring is now an undeniable trend of the current geopolitical and business landscapes, with policymakers and industry leaders paying more attention to it. Amid an intensifying great-power competition between the US and China, American decision makers are promoting what they… Read More »

Intel is Unusually Vague About a $1.2 Billion “Investment” in Costa Rica

A month removed from the announcement of a billion dollar investment in Costa Rica, Intel has yet to provide even the slightest detail on what the money will be used for. On August 30, Intel announced that it would invest… Read More »

INFOGRAPHIC: The Caribbean’s Hunger for FDI

When speaking of the CALA (Caribbean & Latin America) region, the Caribbean side of the equation tends to be overlooked. Latin America keeps being featured in headlines heralding it as one of the next frontiers in tech and a destination… Read More »

Salesforce is Playing for Keeps on the GenAI Front

Salesforce is getting more serious with its plays within the market of customer experience (CX) services powered by generative AI (GenAI). Salesforce recently acquired Airkit.AI, a Silicon Valley-based startup which develops virtual customer service agents using generative AI. Airkit’s technology… Read More »

Breakdown: South Africa v. Philippines, An Epic Clash With Global Implications

When it comes to global BPO leadership,  South Africa and the Philippines have cultivated a rivalry that is not only interesting to watch but also a harbinger of why the race for global services supremacy is based on a widening… Read More »

Special Report: Mexico Keeps Adding to its CX Credentials

Mexico’s credentials for CX keep growing, consolidating the country even further as one of the top options for service delivery in the Americas. Mexico’s unique qualities for CX are explored in Nearshore Americas’ latest white paper, “Evaluating Mexico’s Credentials for… Read More »

Cloud Services are Growing More Complex and Vulnerable

Things look a tiny bit cloudy on the cloud services horizon. Undoubtedly, the adoption of cloud services is rising at a constant pace, but most IT professionals agree that cloud services are getting increasingly complex and that managing privacy and… Read More »

Breakdown: CFOs Don’t Buy the GenAI Hype

Despite all of the hype (or perhaps because of it), CFOs have yet to jump into the generative artificial intelligence (GenAI) bandwagon. A recent survey by Deloitte, as well as comments by IT vendors and software development firms, show that… Read More »

Fintech in the Caribbean? Jamaica Raises its Hand

Various jurisdictions in the Caribbean are very well known for their financial sectors. Countries such as The Bahamas, Dominica and The Cayman Islands have well-established offshore banking services. However, as offshore banking receives more scrutiny from organizations like the European… Read More »

Hirings Remain Hot Even as Delivery Center Openings Decrease

A stormy macroeconomic landscape has led to a downsizing of nearshore/offshore delivery center setups in the Americas. While the trend is far from spelling certain doom for the region’s future as a hub for the delivery of BPO/ITO services, it… Read More »

Breakdown: What LATAM’s Low R&D Numbers Really Tell Us

R&D investment has been identified as a major factor in the success of the tech industry’s innovation ecosystems. With several Latin American cities claiming to be the region’s equivalent of Silicon Valley, one would assume that R&D investment holds an… Read More »

Special Report: Jamaica’s Soft Skills and “Can Do” Attitude Put the Country in a Unique Category

Jamaica keeps gaining ground over other geos in the race to become a top player in the global services sector (GSS), thanks in great part to its population’s inherent soft skills. Nearshore Americas’ latest white paper dives deep into the… Read More »

Location Agnostics v. True Believers: What Factors Influence a Winning Position?

The sudden changes in working and sourcing models spurred by the COVID-19 pandemic promised to transform the global services industry. With a couple years of hindsight, it can be stated that the shift hasn’t been as radical as expected. Sourcing… Read More »

Following Washington Meeting, Costa Rica Excludes China from 5G Contracts

Costa Rica has effectively excluded Chinese companies from bidding on local 5G network contracts, citing concerns about cybersecurity and following a meeting between President Rodrigo Chaves and President Joe Biden in Washington. President Chaves signed a decree which establishes that… Read More »

Tech Consulting is About to Get Even More Crowded

Historic change is underway in the IT consulting field. The latest wave of tech innovation –spearheaded by ML/AI, cloud computing and IoT, among other trends– has pushed businesses into a mad scramble towards the transformation of their processes, operations and,… Read More »

Using Tax Breaks, Uruguay Fishes Abroad for Tech Workers

Uruguay has formally laid the groundwork to attract foreign tech talent. The country’s parliament enacted a law to provide tax incentives to foreign IT workers who settle in its territory. Uruguay, whose IT services industry generated US$1.95 billion in revenue… Read More »

Breakdown: Heavy Debt Pushes Atento to New Lows

Atento, one of Latin America’s largest providers of CRM and BPO services, announced its delisting from the New York Stock Exchange (NYSE) in late July 2023, after its market capitalization fell below US$15 million over a 30-day period. Atento’s delisting… Read More »

Q&A: A Re-Examination of Chile, the ‘Germany of South America’

Chile stands out as one of the most politically stable and socially developed countries in Latin America. It tends to perform strongly within the Americas in global indexes which rank government transparency, tech development and R&D.  Many of Chile’s qualities… Read More »

GSAJ President Seeks to Push Jamaica Up the Value Chain

Caribbean nations are doubling their efforts to attract foreign investment. One of the keys to achieve this goal is to successfully prepare and upskill the local workforce. However, attracting foreign talent is also a natural next step for any country… Read More »

Applying the Science of HR: Four Keys for Nearshore Success

Attracting and retaining talent remains a key challenge for BPO companies as the industry continues to face high levels of attrition. This problem affects the operational core of a business as it makes it incapable to develop robust institutional memory,… Read More »

Automation May be the New CX Engine, But Soft Skills Will Remain the Fuel

Automation seems to have taken hold of the imaginations of most people in the business world. Thanks to the advent of generative AI, this year has been dominated by fantasies of how automation technologies will revolutionize the ways in which… Read More »

‘Super Peso’ Threatens Nearshore Vendors’ Profits

The Mexican peso (MXN) has been gaining ground in the currency markets over the past couple months, eating into the profits of service exporters who tend to negotiate cross-border contracts in US dollars. The Mexican peso began the year being… Read More »

Breakdown: Understanding El Salvador’s New Tax Incentive Scheme

As part of his plan to turn El Salvador into Central America’s next hot destination for tech, President Nayib Bukele promulgated a law which provides handsome tax exemptions for new IT investments.  The new law has made a lot of… Read More »

The Evolving Landscape of Skills in the IT Industry

In IT, change occurs much faster than in other industries. Since the 1950s, when the first commercial general-purpose digital computer was built, the speed and power of central processing units (CPUs) have been doubling approximately every two years. These increases… Read More »

Recognizing a “Common Design”, India and Mexico Expand Economic Partnership

Over the past couple years, something big has been cooking between India and Mexico; something that might lead to stronger trade ties between both economies and fan the flames of Mexico’s growth in IT services exports.  Mexico and India are… Read More »

Q&A: A Guide to Compliance and Third Party Contracts

Compliance has turned into an increasingly relevant yet complicated issue in the services sector. As  business operations become more interconnected, carving a truly global marketplace, governments the world over pay more attention to what’s happening beyond their territories. Compliance has… Read More »

Breakdown: Why São Paulo Should Not be Your First Choice for Tech Services

Brazil is Latin America’s biggest tech market, and São Paulo remains the most popular and vibrant hub of IT activity in the country. And yet, macroeconomic pressures, plus São Paulo’s high price tag, are turning smaller, less-solicited Brazilian cities into… Read More »

What’s Behind the Tech Awakening in Central America?

There’s an awakening taking place in the tech sector of Central America. Historically regarded in the US mainly as a source of migrants, the region is gaining traction as a spot where companies can shop for IT services and find… Read More »

Unlocking Aguascalientes: Your Ultimate Choice for Technology Investment

As the demand for IT and global services continues to surge, companies are being pressured to compete in a challenging battle for talent and operational efficiency to survive in a fierce and always-changing market. The concept of nearshoring has emerged… Read More »

Teleperformance Is Making Larger Bets on India

Teleperformance is making larger bets on India, pointing to a plan to turn the country into one of the company’s certpieces in its global operations. Company leadership confirmed big plans for expansion in India, where it aims to add 60,000… Read More »

Engineers Sitting on the Bench? Here are Five Steps to Better Utilization

Lately, Nearshore custom software partners are having a tough time keeping their software engineers away from “the bench”.  A host of macroeconomic pressures have resulted in a downturn in business for several providers of IT services, both Onshore and Nearshore.… Read More »

A Look at How Automation Can Power the Healthcare Industry’s Future

Keeping pace with advances in healthcare is no cakewalk. Healthcare providers throughout the world try to use the best technologies and drugs available to heal their patients. However, hospital administrators and medical professionals spend a lot of time also on… Read More »

When Bribery Comes Knocking in LATAM, Do You Have a Compliant Answer?

With compliance becoming more present in corporate discourse, companies should be on the lookout for inappropriate or outright corrupt business practices when operating in any territory, including the Nearshore. Yet, it must be underscored that business integrity is a two-way… Read More »

Q&A: ESG, M&As and the Near-Future of TELUS International

Like several other players in the BPO space, TELUS International (a Nexus Illuminate Award winner) is going through a period of change that has the potential to transform not only the company, but the industry as a whole. Nearshore Americas… Read More »

Nexus 2023: Debating the Next Frontier of CX Delivery

CX providers keep trying to balance attempts at offering the best value for their clients while remaining nimble and creative enough to be adaptable in the industry’s ever-changing terrain.  Though the relationship between CX vendors and the Nearshore has been… Read More »

INFOGRAPHIC: The Nearshore → US Talent Pipeline

The Nearshore is rich in resources, both natural and human. US companies have known this for years, and their awareness of the fact has resulted in a steady flow of talent (both temporary and potentially permanent) from Latin America and… Read More »

Q&A: Looking Back at SoftServe’s First Year in Mexico

SoftServe’s 30th anniversary is a landmark achievement, to be sure. But as the company celebrates three decades since its launch in Lviv (Ukraine), it also looks back at the first 365 days of its most recent venture: Latin America. SoftServe… Read More »

Breakdown: Mexican IT Students are Flocking to E-Universities

A shortage of traditional higher-education institutions and the opportunities presented by the IT industry seem to be pushing Mexican students towards online universities —which are smaller and less known— to get computer science degrees. What’s happening?: In Mexico, the two… Read More »

Nexus 2023: Central America Gets Newfound Respect, Will More Investment Follow?

Central America is making taller and taller waves in the global business stage. Historically passed over in favor of more popular regions, Central America has been garnering more credibility as a source for high quality service delivery, sophisticated tech talent… Read More »

Nexus 2023: Evolution and Strategies for a Global Remote Working Model

Remote work is here to stay, but not in the ways predicted a couple years ago. As the COVID-19 pandemic fades into bitter memory, many of the changes that it brought to the labor market have had enough time either… Read More »

As the Mexican Market Grows Competitive, Innovation Becomes the Path to Expansion

Competition in the Mexican market among CX firms and tech services providers is becoming brutal.  In the last two years, Mexico has emerged as a star within nearshore markets, with firms like Concentrix, Globant, Syras and Webhelp recently expanding operations… Read More »

Q&A: Bringing Generative AI to the Coding Factories

Artificial intelligence (AI) promises to revolutionize workflows in most industries, with software development being one of the activities in which the technology’s prospects are already taking shape.  Faced with the threat of labor shortages, coding factories have spent the past… Read More »

Stress is Turning Tech Execs Into Heavy Drinkers

Nevermind the exorbitant salaries. The IT industry’s fast pace and high stress environment is taking a heavy toll on the mental health of many tech executives, pushing a significant portion of them into subtance abuse as a coping mechanism. A… Read More »

Call Center Murders Uncover Clandestine CX Operations in Mexico

The abduction and grueling assassination of a group of call center agents in Mexico has put the country under the international spotlight once more, reviving the conversation around Mexico’s high levels of insecurity and its faulty implementation of rule of… Read More »

Nexus 2023: Are Businesses Ready for Solutions that “Think on Their Own”?

After decades of speculation in scientific journals, laboratories and science fiction yarns, it seems like AI has finally arrived. Yet, are businesses ready to harness the power of those “self-taught” and “self-thinking” solutions? To close Nexus 2023, NSAM gathered a… Read More »

A Survey of Best Practices for Machine Learning and Deep Learning

Machine Learning (ML) and Deep Learning (DL) have revolutionized the way businesses operate across various industries. This article dives deep into the best practices, challenges and solutions for ML projects, sharing expertise and experience to help your business thrive.  These… Read More »

Breakdown: BPO Pricing Has Plateaued in the US. Will Onshore Shine Again?

BPO pricing for domestic services from the US seems to have hit a wall. Meanwhile, Nearshore rates have been steadily climbing since the start of the Covid-19 period. With rumblings of saturation encircling the most popular and tried Nearshore locations,… Read More »

Nexus 2023: Why the “Long Arm of the Law” is Relevant to Cross-Border Business

Compliance. Social responsibility. Impact sourcing. ESG. The business world seems to have grown a more concerned conscience over the past decade, resulting in global efforts to turn companies into something more benevolent than mere money-making machines. In spite of those… Read More »

Nexus 2023: The State of Generative AI in Nearshore Services

The mad race to capitalize on the potential of generative AI has been going on for months. In the Nearshore, service providers have been experimenting with the technology’s capabilities to provide value to their customers as well as to improve… Read More »

A Guide to Usability for Life Insurance Apps

The term “usability” qualifies the ease of use of a product or a system. It is measured by factors such as learnability, efficiency, error rate and utility for the intended job functions. If products or systems do not check all… Read More »

Q&A: What’s Cooking Between Austin and Monterrey?

The Mexico-US border has for decades been a hot button issue which catalyzes some of the most passionate discussions about politics, economics and culture. Yet, as the debate rages on, the inhabitants of Monterrey (Nuevo Leon, Mexico) and Austin (Texas)… Read More »

Nexus 2023 Keynote: ‘For AI, We’re All In on Day One’

Much has been said about artificial intelligence’s (AI) potential to catalyze the next “great leap forward” in humanity’s technological and productive capabilities. Yet, not enough has been discussed about what the technology could do for regions like Latin America and… Read More »

Special Report: Introducing the Nearshore Value Index (NVI)

Nearshore Americas’ is proud to present the first-ever Nearshore Value Index (NVI), a tool designed to calibrate Nearshore destinations according to the value those locations deliver. The NVI was officially unveiled during Nexus 2023 and, going forward, will be updated… Read More »

The Technical Edge: How AI Assistants Help Agents Deliver Personalized CX

Artificial intelligence (AI) is once again making a mark on the global stage following the release of OpenAI’s GPT-4, a particularly advanced chatbot, late last year. Its arrival generated mixed opinions. While some celebrated the milestone in the evolution of… Read More »

Nexus 2023 Slideshow: Nearshore Transformation Hits New Highs

“For AI, we’re all in from day one, baby. That’s what’s different; it’s an equalizer.” Such were the words of Richie Etwaru, CEO and Founder of spatial AI firm Mobeus, who kick-started Nexus 2023’s conference cycle with a keynote speech… Read More »

Nexus 2023: AI Puts the Nearshore on the Brink of a Great Leap Forward

In the sound and fury that spurs from the conversations about the futures that could be enabled by AI, a thought stands out for its optimism about the technology: what if AI turns out to be the great equalizer at… Read More »

Illuminate Awards 2023: Celebrating the Nearshore’s Top Performers and Visionaries

In the midst of a business landscape that turns more challenging and surprising by the day, the Nearshore remains resilient not only in its value offering, but in its disruptive power.  In that context, NSAM proudly honored the winners of… Read More »

Cloud Computing at the Edge of Emerging Markets

Cloud computing has revolutionized how the world does business. With distributed data storage and shared resources in multiple data centers, organizations and end users now enjoy immense capabilities. Businesses can scale affordably and powerfully, accessing applications and resources globally through… Read More »

Nexus Keynote: Fresh Vision and a Dynamic Entrepreneurial Spirit

Guyana-born innovator and tech entrepreneur, Richie Etwaru, will serve as keynote speaker at Nexus 2023, taking place June 14-15th, just outside New York City. A self-described “humble technology enthusiast”, Richie Etwaru has made groundbreaking contributions to the fields of Immersive… Read More »

Q&A: The Development Lifecycle of an IT University in Mexico

In the face of talent shortages, several IT providers have opted to build a university of their own. The strategy allows for direct access to a fresh crop of tech graduates, while ensuring that their skill set is market-relevant out… Read More »

TCS Opens New Offices as Digital Reshapes the Image of Monterrey

A digital buzz is growing louder in Monterrey, Mexico’s premier manufacturing town. Tata Consultancy Services (TCS) opened its first office in Monterrey, the capital city of Mexico’s northern state of Nuevo Leon. Though this is TCS’s ninth office in the… Read More »

Breakdown: The Race Between AI and Nearshore Service Providers has Begun

Providers of nearshore services, as well as regional governments, have been suddenly pushed into an upskilling race with AI.  With the technology being integrated into more service portfolios, portions of the workforce in the region will find themselves not only… Read More »

Seven Perils Businesses Face in AI Implementation

The AI train is gaining momentum, and the pressure to jump on board grows more intense by the day. Unfortunately, the urgency of the situation might lead some companies to fall flat on their faces as they race against the… Read More »

Data Quality: The Heartbeat of Analytics

At the very core of decision-making and business performance, lies data quality.  When a company’s fundamental data is unreliable, of poor quality or just plain incorrect, even the best technologies and most accomplished professionals will struggle, potentially making catastrophic errors.… Read More »

Q&A: The Ins-And-Outs of Ransomware Negotiations

You’ve been successfully hit by a ransomware attack. What do you do? Assuming you decide to pay ransom –a choice that, at least in the Americas, remains covered in shades of gray–,  it’s likely that you’ll call a ransomware negotiator.… Read More »

INFOGRAPHIC: Who’s Afraid of Tax Codes in LATAM?

For companies, tax codes can be one of the most intimidating factors when assessing whether to jump into the Latin American market. The diversity of tax systems in the region, plus language and cultural barriers, can turn a process which… Read More »

Nexus Keynote: A Finance Minister Oversees a Once-in-a-Lifetime Transformation

UPDATE: Minister Ashni Singh won’t be Nexus 2023’s keynoter. The Finance Minister of the Republic of Guyana, Ashni Singh, will serve as keynote speaker at Nexus 2023, taking place June 14-15th, just outside New York City. Dr. Singh, who oversees… Read More »

Breakdown: In Tech Outsourcing, Expertise Reigns Supreme

Tech expertise is gaining luster in the eyes of companies interested in outsourcing IT operations to nearshore/offshore territories, changing the dynamics of a market driven for decades by lower labor costs. The numbers: 60% of companies surveyed by Bain &… Read More »

Q&A: What’s Really Going on With Colombia’s Office Real Estate?

After years of turmoil, the office real estate market in Colombia is undergoing unavoidable changes. Once remote work trends took hold in the country, office real estate had to react fast. Company (and employee) preferences changed quickly, heralding a transformation… Read More »

Innovation is the Pathway to a Regenerative Future in Business

The resources of the planet are being stretched beyond all limits despite the focus on sustainable business practices. The climate crisis continues to loom large, and resources are getting scarcer. It’s no longer considered enough to practice sustainability, which is… Read More »

Ranking the Top 20 ‘Value Destinations’ In the Nearshore Region

The team at Nearshore Americas is proud to announce the launch of the Nearshore Location Value Index, the industry’s first robust analysis of technology services’ destinations in the Nearshore specifically crafted to measure cost vs. value. The top 20 locations… Read More »

CINDE Suffers Deadly Blow, Darkening Costa Rica’s FDI Prospects

The Costa Rican government has taken the shocking step of halting funding for CINDE –the country’s national investment promotion agency – in a move that deliberately signals the government’s growing uneasiness with relying on FDI from the United States to… Read More »

The Breakdown: It May Not Seem Obvious, But AI is Already Rewiring Global CX

BPO providers find themselves in a mad scramble to properly understand and implement the latest AI tools, with generative AI being at the forefront of their priorities.  The state of things: For months, BPO vendors have been experimenting with the… Read More »

Q&A: Questioning the Economic Basis for G-AI Use Cases

There’s a lot of noise surrounding generative AI, and few are the voices out there attempting to bring nuance to the many conversations about the technology’s role in human activity.  One of those few voices belongs to Joe Procopio, a… Read More »

There Is Little to Applaud in Recent CX Mega-Mergers

Acquisitions are nothing new to the global CX industry, but two mega mergers announced over the past month have triggered an unusual amount of indigestion.  Four of the biggest fish in the CX pond agreed to pair their businesses and… Read More »

Advanced Analytics: A Booster for Trade Promotions

Technology has been advantageous to organizations in many ways, but few compare to the transformative power that data presents.  Big data that allows businesses to turn numbers into actionable insights is a veritable game changer. It is no surprise that… Read More »

Nearshore Forum: High Expectations For Tesla’s Landing In Monterrey

It’s been a couple months since Elon Musk confirmed his plans for a Tesla mega-factory in Monterrey, but the announcement is still making waves in the Mexican city, located a couple hours away from the Texas border. Expectations are flying… Read More »

As Colombia and Chile Shrink Their Work Weeks, Are Wage Increases Coming Next?

Colombia and Chile have officially taken an axe to their respective work weeks, following a trend that seems to be taking hold in some European territories and showing signs of a groundswell in Latin America. On April 11, the Chilean… Read More »

Remembering and Capitalizing On Tail Spend Management

Managing tail spend is usually compared to searching for a needle in a chaotic haystack. Nevertheless, the openings that tail spend management offers for procurement opportunities lend themselves to a more positive comparison: a gold mine which, if worked properly,… Read More »

A Primer on Cutting Down Expenses Through Supply Chain Cost Optimization

The global inflation crisis placed additional strain on supply chain networks. Rising input costs have exerted significant pressure on margins; supply chains are breaking down, increasing inefficiencies, thereby increasing costs. As a result, business leaders need to plan their strategies… Read More »

El Salvador Mourns Loss of Darwin Romero, Social Entrepreneur and Tech Pioneer

The heart of El Salvador’s entrepreneurial community weighs heavy with grief due to the sudden loss of Darwin Romero, Co-Founder of Applaudo Studios and one of the country’s most promising young businessmen.  Romero, 40, died in a car crash last… Read More »

BPOs Are Fleeing Content Moderation. Should the Nearshore Worry?

Content moderation has grown into such a hot button issue over the last several years that some BPOs have decided to abandon ship before the flames catch up to them. Given the size of the investments and the levels of… Read More »

Q&A: The Case for Cali-Baja Grows More Compelling as Wins Pile Up

While politicians squabble over hot-button issues surrounding the Mexico-US border, business keeps booming in the so-called “Cali-Baja” mega region, blurring the dividing line between the states of California and Baja California. Few places embody the Nearshore mentality like the Cali-Baja… Read More »

Amid Nearshoring Boom, Mexico Is Ready to Accommodate CX Expansion Strategies

Mexico keeps making waves internationally. The COVID-19 pandemic-related disruptions as well as geopolitical tensions are pushing for a “Made in Mexico” label at the center of global supply chains. During 2022, foreign direct investment (FDI) into the country increased by… Read More »

The Caribbean Shows More Assertiveness in Chasing GSS Opportunity

Something’s cooking in the Caribbean. Something big and difficult to ignore. With years of economic turmoil on its back and, apparently, a couple more ahead, the global services sector (GSS) is still reconfiguring its delivery strategies. Big and mid-sized companies… Read More »

Podcast: The ‘Golden Age’ of Nearshore is Underway. What’s Next?

At this very moment, the Nearshore is living in a ‘golden age’, says Nearshore Americas’ founder and chief analyst, Kirk Laughlin, in a recent podcast interview with Michele Marius, publisher and editor of ICT Pulse, a Caribbean-based online blog and… Read More »

Special Report: Assessing the Depths of Mexico’s Tech Capabilities

There’s much to know about Mexico’s tech capabilities and the country’s potential to progress further in its role as an IT powerhouse in Latin America. Nearshore Americas’ most recent special report showcases the bona fides of Mexico’s IT services and… Read More »

INFOGRAPHIC: Brazil & Mexico: Putting Vast Labor Markets into Perspective

When assessing Latin America’s tech labor market, Mexico and Brazil stand head and shoulders above the rest of the region due to the sheer size of their workforces. Both countries have been able to leverage their positions as the two… Read More »

Q&A: The Fascinating Process of Using ‘People Analytics’ to Eliminate Recruiting Bias

Data is driving everything. Although HR departments have yet to catch up entirely, the emergence of people analytics is pushing recruitment towards more tech and data-driven practices, allowing companies to chip away at the biases embedded in their hiring processes.… Read More »

When Cyberattacks Happen, How Much Damage Do They Cause for Outsourcers?

Beyond the hassle and the unwanted media attention, cyberattacks can be quite costly for BPOs. Cybersecurity is a growing concern for practically all industries. BPOs, though, find themselves among the most vulnerable targets. A report by cybersec vendor SentinelOne pointed… Read More »

Plug Revenue Leakage and Watch Those Profits Climb

All businesses have one primary concern. Irrespective of whether you own the business or are a key stakeholder, you will be focused on revenue generation and all it entails. When all attention is given to bringing in new customers and… Read More »

Competition for Monterrey’s Tech Talent is Red Hot

Monterrey’s been visited recently by some of the biggesst companies in the tech business. Heavy players such as Google and Meta are frequenting the city (located in the northern Mexican state of Nuevo Leon), leaving with bagfuls of freshly graduated programmers… Read More »

Nearshore Forum: Are Wizeline’s In-Campus Offices a Winning Strategy?

Wizeline has been sending its software engineers back to school to participate in a different kind of learning. The tech services vendor recently opened a new in-premises office within the Monterrey (one of Mexico’s top tech cities) campus of Tec… Read More »

Q&A: When it Comes to Extortion and Cybercrime, Investors Have Reason to Worry

For foreign investors, it seems like criminality comes with the territory when operating in Latin America. In spite of the region’s heavily publicized shortcomings when it comes to managing crime and corruption, investment from all corners of the world continues… Read More »

The Pros of Coaching as a Business Strategy

Coaching is a term usually associated with sports. The role of a sports coach is straightforward; it is to enable athletes to reach their full potential. This concept can be adapted for the corporate world with leaders playing the role… Read More »

The ‘Amazon Effect’ is Reaching Language Tests, Upsetting BPOs

Sooner or later, the so-called “Amazon Effect” had to make its way into the BPO industry.  Amazon has been using its big dog status to strong-arm offshore and nearshore BPO partners into using LanguaTest, an English proficiency testing tool from… Read More »

Q&A: After Waves of Layoffs, One Recruiter Sees the Bigger Picture

The tsunami of layoffs in the United States’ tech industry has altered the job market once more. Whether the changes are for better or worse depends on who you’re asking, but the fact remains: the sands keep shifting, and all… Read More »

The Lonely Path of Latin America’s IT Lawyers

A decade ago, Carlos Vela-Treviño stepped into a legal firm, about to start a job as a young IT lawyer in Mexico. His colleagues were welcoming, yet ill-informed.  “They thought I was a computer technician; someone who does repairs”, Vela-Treviño,… Read More »

Making the Best Out of Agile Frameworks Diversity

It’s widely accepted that Agile software development can deliver significant customer value while providing an engaging and rewarding experience for the team. Twenty plus years after its implementation, the questions remain: what is Agile, really, and where do Agile frameworks… Read More »

Q&A: Say You Want to Improve Your Business English? Read On

A robust workforce with solid English fluency is a core requirement of all non-native English speaking destinations. Companies and governments in the region know this and have spent years scrambling to upskill local populations in that direction. The results, unfortunately,… Read More »

CrossConnect Best Pics: An Exuberant Union of Vision, Ambition and Opportunity

It finally happened. CrossConnect Forum is in the books, and new paths are already opening for the trade of tech services between Europe and the Caribbean and Latin America region (CALA). With the participation of over 20 industry experts and… Read More »

CrossConnect: Why ‘Meaningful Engagement’ is Gaining Significant Momentum

The global services industry is no stranger to witnessing the social and economic impacts of client operations in major delivery hotspots. India, the Philippines, Costa Rica and other countries have seen entire communities given a shot at upward mobility thanks… Read More »

CrossConnect: The UK Sees “Global Portfolio” Dividends Across the Atlantic

A new vision and a day for transatlantic global business connections emerged yesterday at CrossConnect Forum, a conference launched by the Nearshore Americas team that highlighted the vast opportunities for digital business partnerships.  Over 20 industry experts painted a bullish… Read More »

CIOs Are Riding the Line Between In-House Development and Third-Party Support

Pressures keep mounting for CIOs and other C-suite executives as they try to maintain a balance between in-house development of technological capabilities and organizational needs for third-party expertise. The winds of technological change blow with increasing fury, giving businesses no… Read More »

Client Experience and Employee Experience: Two Sides of the Coin

Have you ever had an experience with a business where everything just seemed to click? Perhaps a restaurant with delicious food and friendly staff, or a store with helpful employees and tailor-made products that made your shopping experience a breeze? … Read More »

Q&A: Mapping in Detail Nearshore IT Expertise

A lot has been said about the Nearshore’s appeal as a provider of IT services for the US market, but details are often lost in those general statements. The Nearshore is a vast and diverse region, a fact that is… Read More »

Q&A: Glimpsing the Potential of Blockchain-Based Contracts

We’ve only glimpsed the potential business and societal applications of blockchain. Though some of blockchain’s most wide-spread implementations have yet to get regulators and the general public on board, enthusiasts of this technology won’t give up on its promises. Innovative… Read More »

Jamaica Races to Close IT Gender Gap Before Automation Takes Hold

Automation is inching its way into Jamaica. With it come hopes for the economic future of the island, but also the urgency to upskill its workforce, particularly the women, before the impact of technology is felt too severely in the… Read More »

Sitel and Sutherland Reach Settlement, Ending Long Court Battle

The Sutherland v Sitel trial is no more, officially putting to rest years of a courtroom battle between two of the biggest names in the BPO industry. All parties involved in Sutherland Global Services Inc. v Sengupta et al agreed… Read More »

With Part-Time Employment Outlawed in Honduras, One BPO Gets Creative

It’s been over six months since part-time jobs were effectively outlawed in Honduras. Although short, the time has been rough for BPOs, which to this day find themselves scrambling for ways to stay afloat. “We had to get creative”, said… Read More »

Nearshore Forum: Making the Case for a ‘Knowledge Pipeline’ Across the Atlantic

A rumbling can be heard across the Atlantic.  In the midst of the so-called “permacrisis”, businesses have grown aware of the need to diversify operations. Relying on a single or even a handful of locations to support business operations proved… Read More »

Tapping Rejected Candidates as Ambassadors of Company Culture

When the CEO of a unicorn mortgage lender startup fired 900 of his employees over a zoom call with several trailing expletives, the corporate world united in deriding his methods. Amidst the upheaval caused and the media glare, the distanced… Read More »

Lawsuits Against BPOs Pile Up As Cybercriminals Grow Bolder

The legal fees and paperwork keep piling up for BPOs, which seem to be having a rough time shielding their systems from cybercriminals.  Over the past couple years, several BPO vendors have found themselves embroiled in PR firestorms and lawsuits… Read More »

INFOGRAPHIC: Surveying Tech Wages Across the Americas

It’s no secret that tech wages across the Americas vary considerably. But how wide is that gap? The following infographic means to illustrate how much average tech salaries differ throughout the US, Canada and several Latin American countries. Built on… Read More »

Q&A: Why the Enterprise CIO Has Recaptured Some Serious Swagger

Roughly ten years ago, there was a widely held belief that the authority wielded by the Chief Information Officer was starting to shrink. Much of this was a result of the ascendancy of the Chief Digital Officer, idealized at the… Read More »

Still Stumbling in the Dark Trying to Evaluate English Skills

It all began innocently enough; with an infographic. A small corner of social media bubbled with controversy after data visualizer Latinometrics published a graph which illustrates the relationship between English proficiency among Latin American countries and their nearness to the US. … Read More »

After Years of Aggressive Expansion, Amazon Finally Hit the Wall in Costa Rica

After five years of honeymooning, Amazon and Costa Rica have finally reached a rough patch. Amazon was forced to hit the brakes in its aggressive expansion campaign in Costa Rica, which had resulted in a constant flow of foreign investment… Read More »

Nearshore Forum: The Bumpy Road To Green Software and ESG Compliance

The road to green software is no highway; it’s long, bumpy and easy to abandon. Nevertheless, those who champion sustainable business practices see it as a necessary path to take if private enterprise is truly committed to bring positive change,… Read More »

With Mexico’s Vacations Reform, Expect a Bump in EOR Pricing

A recent reform in Mexico’s labor law granted employees a considerable increase in their guaranteed paid vacation time, providing a much needed victory for workers’ rights in the country. For employers, unfortunately, that triumph will most probably increase their labor… Read More »

Q&A: No One Said Managing a Global Payroll Would be Easy

Managing a global payroll is no easy task, but someone has to do it.  In the age of remote work and the internationalization of the hunt for talent, companies that provide employer of record (EOR) services have to find their… Read More »

Nana Baffour: Double Digit Growth With Positive Social Change Is An Illusion

“The reality is that we are not being honest as a society.” Such were the words of Nana Baffour –Chairman, CEO and Chief Culture Officer of Qintess– when asked about the dynamics of positive social change and profit-driven enterprise.   “There’s… Read More »

Investor Appetite Remains Robust Despite Cartel Mayhem in Mexico

Foreign investors are so dead set on their Mexican bets that not even explosions of cartel violence are enough to scare them into running away from the table, chips in hand.   Mexico began 2023 under the international spotlight when Culiacan,… Read More »

The Pitch is Getting Harder For Colombia’s Tech Industry Lobby

The clear blue skies once shining on Colombia’s tech industry have disappeared. In spite of the optimism generated by a post-COVID acceleration in the sector’s exports and overall revenue, a combination of economic fears for 2023 and the arrival of… Read More »

Lula Blocks Segments of Brazil’s Tech Ed Program

Brazilian President Lula da Silva has effectively blocked segments of the country’s upcoming digital education policy in what’s been seen as an attempt to free federal funds for his government’s expensive social welfare programs. Lula signed Brazil’s latest digital education… Read More »

Special Report: Broadcasting LATAM’s Wealth of Tech Talent

Nearshore Americas, in tandem with IT solutions firm Zigatta, has released a new white paper which offers an in-depth look at the wealth of tech talent across Latin America. Titled “The State of Nearshore Digital Talent,” the document provides details… Read More »

Your Signal to Upgrade Your Tech-Recruitment Game

The tech industry is one of accelerated and never-ending growth, where anyone who owns a company of any sort could be in need of IT talent. According to a McKinsey study published last year, significant skill gaps in seven IT… Read More »

UK Firms Yet to Fully Capitalize on CALA’s Knowledge Potential

Firms from the UK and other European countries seem to be unaware of the tech explosion that’s been happening on LATAM and the Caribbean. That unawareness could cost them dearly.

VIDEO: How Can Jamaica’s Finance Sector Move Markets Globally?

During Jampro’s Invest Jamaica 2022 event, a panel of finance industry representatives and Jamaican government officials discussed the state of Jamaica’s financial sector

Infographic: In the Year of Permacrisis, Nearshore Office Openings Remained Strong

Another fruitful year has gone by for the Nearshore. In spite of the so-called “permacrisis” that stretched throughout 2022 –or maybe because of it–  investors kept betting on the region, which managed to hold on to its reputation as a… Read More »

Ten Nearshore Trends that Will Shape the Market in 2023

The year 2023 is already here. What can the Nearshore expect from it? Economic headwinds, a shifting political culture in Latin America and the continuing evolution of work-from-home represent some of the more obvious trends. But in this case, our… Read More »

VIDEO: IDB Invest Wants Jamaica to Soar

IDB Invest (the private sector arm of the Inter-American Development Bank) put Jamaica on the map of green investors in an attempt to push the island to new heights.  James Scriven, CEO of IDB Invest, sang Jamaica’s praises in a… Read More »

Seven Conversations and What We Learned from Them In 2022

The year 2022 was one of tough lessons.  As the world around the Nearshore shifts drastically, the region grows more popular as a destination for investment and as a source of top talent. All that change brings with itself new… Read More »

VIDEO: Experts Discuss the State and Potential of Jamaican Global Digital Services

The industry of global digital services is one of the fastest growing in Jamaica. According to JamPro’s numbers, the industry achieved a local revenue of US$700 million in 2020 and boasts the highest growth in employment rate of any industry… Read More »

Despite a Challenging 2022, Colombia BPO Rises to the Top of Confidence Index

In a year of shake-ups for Latin America, Colombia stands out as one of the countries that felt most shaken. Following months of mass protests against former President Ivan Duque’s policies, the country elected Gustavo Petro as its next head… Read More »

Can Cybersecurity Certifications Be Trusted? Not Blindly, Experts Say

Blind trust is rarely, if ever, good company policy. Especially when it comes to cybersecurity certifications. As the world grows technologically sophisticated, so does cybercrime. The post-COVID tidal wave of digitalization processes among companies, governments and other sorts of organizations… Read More »

VIDEO: IDB’s Trade & Investment Chief Explains Jamaica’s BPO Potential

Jamaica’s on the road to becoming a regional business process outsourcing (BPO) hub. But there’s still work to be done before the Caribbean island can claim that achievement. The case was put forth by Jaime Granados, Chief of the Trade… Read More »

“Complex” Business Terrain Isn’t Stopping Nearshore Investment

Sometimes bizarre regulatory requirements and complicated socio-political terrain has failed to slow down Nearshore landings over the last year. Some of the Nearshore’s most popular locations found themselves ranked atop TMF Group’s latest Global Business Complexity Index, a report that… Read More »

TCS in Latin America: A Twenty-Year Cultural Project

Tata Consultancy Services (TCS) is celebrating 20 years of operations in Latin America. The company landed in the southernmost corner of the region, launching in Uruguay back in 2002. Today, it has offices in 16 Latin American cities throughout nine… Read More »

Spanish Speakers Are Declining in the US, Should Nearshore CX Be Concerned?

The Hispanic market is one of the fastest and strongest-growing in the US, and its momentum is expected to continue over the coming decades. Nevertheless,the same can’t be said about one of its defining characteristics: speaking Spanish. As of 2020,… Read More »

The Vanishing Relevance of Job Titles in Tech

What’s in a job title? Apparently, less than those who hold them would like to believe. Job titles are a staple of business and corporate culture. They are used to identify someone’s place and responsibilities within an organization, while also… Read More »

The Surprising Reason Why Retailer Express Opened an IT Operation in Costa Rica

Costa Rica added another name in the growing list of US companies who have chosen the Central American country as its home for Nearshore tech and business operations. The motivation to chose Costa Rica is not typical however.  Fashion clothing… Read More »

Infographic: A Beginner’s Guide to Nearshore Investment

The outlook for economic growth in Latin America has darkened, and unease around global economic turmoil is strangling investment in the region’s startup ecosystem. Yet, nearshore investment hasn’t lost any of its shine in the eyes of foreign investors. Regional… Read More »

Webhelp’s Aggressive Mexico Expansion Begins in Mérida

The Merida sun shines strong and bright against the crystal structure of Torre Indico, Webhelp’s latest project in the city and the first step in what aims to be an agressive plan of expansión in the Mexican market. Opened in… Read More »

A New Light Dawns on Puerto Rico’s Global Tech Ecosystem

With rich history and culture, exceptional food, pristine beaches and majestic mountains, Puerto Rico’s a quintessential Caribbean paradise. But looking closer you will find a different side to this paradise: a robust, modern entrepreneurial and IT services ecosystem burgeoning as… Read More »

Wages in US-Based Call Centers Finally Set to Cool Down

After a couple years of pandemic-related pressures, will US-based call centers finally catch a break? The customer service industry has not been exempt from the constant poundings provided by inflation over the past few years. In a business where wages… Read More »

Nearshore Forum: A Brilliant DR Native Tackles “Opaque” Procurement in Government

Government is not exempt from the wave of digital transformation sweeping the world, and tech entrepreneurs like Paola Santana have taken notice. Santana is the CEO and Co-Founder of Glass, a digital marketplace for government purchases that aims to transform… Read More »

Five Steps to Take When Customers Dis Your Coders

Nearshore tech outsourcing is a people-driven business, and one of the most uncomfortable realities of the industry is that customers can be nasty people too.  For Nearshore staffing firms and providers of IT talent, servicing a customer that is being… Read More »

Ex-Diplomat to Lead ProColombia as Investors Remain Cautious Of Petro

Former diplomat Carmen Cecilia Caballero Villa was named President of ProColombia, Colombia’s federal investment promotion agency (IPA) and a key player in the country’s FDI strategy. Caballero, who previously worked as Consul General in Spain, takes over as the country… Read More »

A Tale of Disney’s Digital Transformation, Told By Bob Iger

As big as it is, not even The Walt Disney Company can ignore the mounting pressures that have been pushing businesses worldwide towards digital transformation. Such was the message delivered by Bob Iger, Disney’s former CEO and one of the… Read More »

Contract Negotiations Heat Up Over Burdens of WFH on Agents

Though hybrid and work-from-home (WFH) delivery models are seen increasingly as the “new normal” of the CX industry, they are driving a wedge between buyers and providers. Both sides of the negotiating table are clashing over the actual costs of… Read More »

Why Choose Guatemala for Contact Center Investment

The Nearshore industry has grown rapidly in the last few years. With the pandemic and the dramatic expansion of digitally-driven industries, demand for outsourced customer services has only increased. We’ve seen the value of the global outsourcing industry climb and companies… Read More »

Aggressive Rate Increases Put a Major Squeeze on CX Customers

Buyers of customer experience (CX) services find their backs inching closer to the wall. After the storm of the COVID-19 pandemic, they now face the pressures of increasing demand for customer support, rising inflation and the tough waters of a… Read More »

Infographic: The Stunning Ten-Year Explosion of India’s Software Services Exports

The past decade has been one of bonanza for India’s exports of outsourced software and business services.  The country’s export revenue from IT/BPO services grew almost three-fold over the pat 10 years, jumping from US$62 billion in 2012 to US$156… Read More »

Toothless: The State of Cybersecurity Compliance in Latin America

The court ruling against Uber’s former security chief over the cover-up of a 2016 data breach is the talk of town in cybersecurity circles. In Latin America’s corner of the cybersec world, though, the conversation has been more reflexive and… Read More »

Fatter Paychecks and WFH Won’t Prevent High CX Agent Churn

It is increasingly evident that fatter paychecks won’t solve the alarmingly high churn rates in the global customer experience (CX) industry.  As demand keeps climbing and the market pushes towards improved performance at the same or lower costs, CX vendors… Read More »

Nearshore Forum: Aftercare and Other Strategies to Keep Foreign Investors Satisfied

Promoting foreign investment requires more than getting investors to open their wallets. The process demands ongoing care, transparency and a constant flow of pertinent, useful information. NSAM had the opportunity to speak with Vanessa Gibson, Director of Investment Climate at… Read More »

How Panama Got a Second Chance at BPO Glory

Panama is getting a renewed shot at becoming a hotspot in the Nearshore business process outsourcing (BPO) ecosystem.  Panama is known today among BPO operators as one of the most mature markets in the region. The Central American country garnered… Read More »

Growing Number of Outsourcers Get Behind Everest’s Major Social Impact Goal

At the Clinton Global Initiative September 2022 meeting, former President Bill Clinton recognized research firm Everest Group’s pledge to grow the global impact sourcing market from its current level of 350,000 full time employees (FTEs) to half a million in… Read More »

Selling With a Conscience: A Compelling Case for Sustainable Businesses

When Unilever launched a dishwashing brand that used a water-conserving technique to develop it, total sales of its entire “eco-friendly” category outpaced other brands in its portfolio. In the same vein, Finland’s leading petroleum-refining company, Neste, changed tracks to renewable… Read More »

Desertion and Funding, the Biggest Obstacles for DR’s Latest IT Bootcamp

Libertad Digital, one of the main promoters of digital skills programs in the Dominican Republic, is gearing up to add much needed fresh talent to the country’s tech workforce over the next couple years. But several questions surround the program’s… Read More »

Five Accelerants that Will Fuel the CALA-Euro Sourcing Connection

The Europeans are coming, and with them, an acceleration in the CALA-Euro sourcing connection. Though already attractive to potential clients hailing from the Old Continent, Latin American and Caribbean (CALA) countries are glowing with even brighter light in the eyes… Read More »

American First Finance Explains Rationale for Jamaica Expansion

In August of this year, the US-based fintech firm American First Finance opened a new site in Montego Bay, Jamaica. The move was not unique. As Jamaica keeps experiencing sustained growth in the Business Process Outsourcing (BPO) sector, announcements of… Read More »

Climate Disasters, a Prime Argument for Site Diversification

India’s tech capital is drowning. After being hit by flooding rainfall, the city of Bangalore –which houses local offices of tech giants such as Google, Wipro, Cisco, SAP and Infosys– turned into a watery disaster zone, underlining the rising risk… Read More »

Making Sense of the Explosion in Tech Talent “Research”

Recent studies have suggested that labor inflation for tech talent is only going to get worse, with demand far outstripping supply in the coming years. But is this a reasonable assumption, given that we may be looking down the barrel… Read More »

Legal Experts See Difficult Road for Sitel in “Stolen Business” Suit

The odds might not favor Sitel Group in the next chapter of its legal battle with Sutherland Global Services, which accused the former of allegedly stealing confidential company information and using it to obtain business with at least one major… Read More »

Pfizer’s “Open Campus” Symbolizes Why Aesthetics Are Truly a Big Deal

Beauty and comfort can go a long way in many contexts, including the hunt for qualified workers. Pfizer’s aware of this and has made it part of its workforce strategy to fill-up its newest Costa Rican facilities.  The pharmaceutical giant… Read More »

Understanding the Sensor Technology That Drives Autonomous Vehicles

Worldwide, automation use cases are spreading rapidly across various industries and sectors, with sensor-based technologies playing a fundamental role in enhancing the reach of automation. LiDAR (Light Detection and Ranging) is one of the most promising sensor-based technologies for the… Read More »

Nexus 2022 Keynote: The Real World Still Matters in a Digital Landscape

Even though the world is walking deeper into its own digital creations, the fact remains: the real world is out there too, and it still holds a strong influence over its virtual counterpart. David R. Bell (international bestselling author, former… Read More »

Sutherland Alleges Sitel is Responsible for Millions in Stolen Business

Sutherland Global Services and Sitel Operating Corporation –two of the biggest players in the global BPO industry– are gearing up for a trial over alleged claims of stolen trade secrets and the loss of at least one major client potentially worth… Read More »

Nearshore Forum: Uruguay, the Underdog of LATAM’s Tech Ecosystem

Uruguay might be a relatively small player in a land of giants, but the country is gaining fame and momentum in Latin America’s technology landscape. Nearshore Americas had the opportunity to chat with Carlos Acle, President of Uruguay’s Tech Industry… Read More »

Roll Video: Tackling LATAM’s IT Talent Crisis

The years keep piling up, and the tech world hasn’t been able to escape the stranglehold of its talent crisis. At Nexus 2022, a group of tech executives discussed what their respective companies have been doing to tackle the issue… Read More »

“I Don’t Believe in US Expats Leading LATAM Teams,” Auxis CEO

“We’ve never had an expat run a country operation. We’ve never relocated somebody from the US”, said Raul Vega, Co-Founder, President and CEO of Auxis, a Nearshore outsourcing and consulting firm that has been gaining more and more traction with… Read More »

Roll Video: Risk and Opportunity for Nearshore Investment

What can be said about the risk of investment in the Nearshore? Economist and tech specialist Anthony Porter spoke to NSAM at Nexus 2022 about risk and opportunity for investors in the Nearshore: from the availability of talent to the… Read More »

Delivery Model Diversity is Transforming Workforce Planning and the Needs of HR

BPO and ITO service providers are now spoiled for choices when it comes to their delivery options. From a traditional office setup, to full-on remote and a wealth of hybrid models, companies face more diversity than ever when deciding how… Read More »

Infographic: Top 10 Nearshore Countries for Digital Nomads Seeking a Visa

The age of the digital nomads is upon us, and governments throughout the world are jumping at the opportunity of attracting working, travel-starved foreigners with disposable income into their shores. Latin American and Caribbean countries are now involved in a… Read More »

Roll Video: Flex Work, Digital Expansion and Global Recalculation in Nearshore CX

Things are moving fast in the CX space. With the worst of the Covid-19 pandemic apparently behind us, the world is still adapting to new, and more flexible work models, catching up with the impact of tech transformation and dealing… Read More »

Degrees vs. Skills: A Dilemma that Grows Harder for Nearshore IT Employers

What’s the value of college degrees, really? For many IT employers, the answer is “less than we initially thought”. In an attempt to deal with an increasingly tight job market, and realizing that they can find skilled software engineers outside… Read More »

Roll Video: Nearshore’s Positioning for Digital Transformation

How well are Nearshore partners positioned to propel the digital transformation of their clients? NSAM had a one-on-one at Nexus 2022 with Rajeev Gupta, Nearshore LATAM Head and Mexico Country Head at TCS, on topics such as software and language… Read More »

Seven Strategies to Counteract Scope Creep in Software Development

Scope creep is one of the many realities faced by development teams working in the Nearshore. Whether it is avoidable or not can be debated, but the fact remains: your feet will be stuck in the muck of it if… Read More »

Roll Video: The Value of Site Location in a Shifting Landscape

As the landscape changes, site location becomes even more relevant for Nearshore operations. At Nexus 2022, a panel of experts conformed by Jeff Pappas (Managing Director at Mohr Partners), Sakshi Garg (VP at Everest Group) and Kaye Greenidge (CEO at… Read More »

Don’t Trust the Rankings: The Glaring Flaws in English Skill Indexes

Each year, the international education company Education First EF (EF) publishes its English Proficiency Index, which ranks more than 100 countries based on the English skills of their populations. Several leading organizations such as Statista constantly use and replicate this… Read More »

Nearshore Forum: As Nowports Reaches Unicorn Status, Now What?

Nowports is a supply chain-oriented Latin American startup which only recently achieved Unicorn status. The company has found itself in the midst of a media cyclone over its fundraising success. In a context of high inflation, dovish venture capital firms,… Read More »

As Google Stimulates Tech Development in Mexico, Some Question if Ecosystems will Benefit

In late June, Google announced a US$2 million investment that aims to develop female tech talent in Mexico’s southeast, a region that has been historically marginalized, lagging behind in economic growth. The investment –implemented through the Google Career Certificate program… Read More »

Roll Video: Using IT to Navigate a Fast-Changing, Globalized World

Technology and innovation have become crucial tools to navigate a world that moves faster than ever and is more connected than ever on several levels. Two tech experts –Rajeev Gupta, Head of the Nearshore/Latin America region and Mexico Country Head… Read More »

Drones and Robotics: The Future of Warehousing

In a mood to change the curtains? Remembered an important birthday a tad too late? Or simply forgot to order groceries? Nth-hour shopping panic has never been so peaceful thanks to the convenient next-day and 10-minute deliveries. The real action,… Read More »

Wallets Open Wider as Chase for Laid Off Tech Talent Accelerates

While some of the biggest names in tech are freezing hirings, slowing them down or outright laying off part of their engineering teams, firms in Latin America are gearing up for a battle of open wallets in an attempt to… Read More »

Roll Video: What Can Be Done to Push Back Against the Talent Crisis?

Everyone’s dealing with the IT talent crisis, but there are options available to deal with it. At Nexus 2022, Ashish Patel, Founder and CEO at Simpat Tech, shared his outlook for the IT talent landscape in the Nearshore in the… Read More »

ESG is Marching into the Nearshore Conversation, But Few are Prepared

As the corporate world seems to grow more careful about its social and environmental impacts, several companies are going the extra mile to align themselves with the ESG (environmental, social and governance) criteria of potential investors. In the business process… Read More »

Roll Video: Approaching the Nearshore in a Climate of Risk

These are times of high risk, and investors are understandably extra careful when approaching new territories in search of investment prospects. During Nexus 2022, Felipe Brito, Partner at CI&T, spoke openly about the challenges faced by the Nearshore and delivered… Read More »

LATAM Coders Get the Reality Show Treatment

Coders and showbiz may sound like a strange match, but that’s one of the latest bets in Latin America to promote software development and drive the topic of global demand for tech talent into the living rooms of television viewers.… Read More »

As Colima Dreams of Becoming Mexico’s Next Tech Hub, Big Barriers Stand in the Way

Less than a 150 mile drive from Guadalajara –one of Mexico’s most well known and successful tech hubs– there’s Colima, a small state with big hopes for its future as the country’s next technological sensation. Colima, with a population of… Read More »

Roll Video: Success Criteria for a New Generation of Entrepreneurs

A new generation of entrepreneurs is making its way and leaving its mark in the business ecosystem, bringing to the table fresh ideas on what being a successful company (and person) actually means. A trio of top tech executives (Andrea… Read More »

Nearshore Forum: Sending Guadalajara’s Tech Elite Back to School

Guadalajara’s top tech executives are going back to school. Jalisco’s Institute of Information Technologies (known as Ijalti) launched this year a PhD program designed for the top executives in one of Mexico’s most successful and prolific tech clusters. The program… Read More »

Innovation, Business Value and Talent: Why Forrester is Lauding Several IT Vendors

As the IT services industry grows more competitive by the day, top players have managed to differentiate themselves and rise above the rest through a combination of their capability to innovate with their products and business approaches, keeping a focus… Read More »

Roll Video: Shining Brighter as a Nearshore Partner

As more eyes look to the Nearshore, potential partners in the region need to step-up their game in order to become more attractive and gain advantages over the competition, which grows fiercer every day. Peter Ryan (President and Principal Analyst… Read More »

How Poor English Skills Could Undermine Mexico’s Big Nearshoring Initiative

The Mexican government has big plans in mind for nearshoring in the country, but they could run afoul due to a poor performance in English skills. Mexico’s Ministry of Finance and the Inter-American Development Bank (IDB) announced in early July… Read More »

Roll Video: Growth and Potential of Nearshore Partners

Although it’s already a source of quality partners and IT talent, the Nearshore region is still evolving. During a Q&A session at Nexus 2022, Issam Gharios (VP of Software at Highres Biosolutions) provided his thoughts on the continued development of… Read More »

Roll Video: The Role AI Will Play in CX’s Future

Artificial intelligence (AI) arrived on the scene with a promise of radical change for a wide array of industries. CX is not the exception. Speaking to NSAM during Nexus 2022, Yoni Epstein –Founder and CEO at itel– shared his views… Read More »

7 Tips To Steer Clear of Failure in Your Nearshore Partnership

The popularity of global outsourcing has grown over the past couple years, and it seems that it will grow even further thanks in part to the darkening economic horizon. Nevertheless, many companies still have trouble getting the hang of it,… Read More »

Roll Video: Getting the Most Out of a Cloud-Native Strategy

There’s a steady flow of businesses migrating data and processes to the cloud, while many others are being born with cloud-native strategies already adopted into their model. Nevertheless, there’s still much to do and many questions remain unanswered. What’s the… Read More »

Businesses Are Still Figuring Out the Value of AI and that’s a Good Thing

Even when they consider it to be a crucial tool for optimization and even radical change in their processes and business model, the truth is that companies still have a tough time figuring out the true weight and relevance of… Read More »

When Hackers Went After the Costa Rica Government, They Also Hit Businesses

The effects of a recent cyberattack on the government of Costa Rica have already reached the country’s private companies, adding pressure to federal authorities and underlining the ever-growing risks of vulnerable government systems. Several companies operating in Costa Rica were… Read More »

Six Reasons to Give Up Believing there is a Perfect Moment to Invest in Nearshore

Timing is crucial for investment anywhere, but waiting for the exact moment to make a perfect shot might actually kill your possibilities for making the best out of your bet. Same logic applies for Nearshore investment. Latin America and the… Read More »

‘Made in the Americas’ Should be Rallying Cry to Drive Digital Expansion, Former IDB Chief

From 2005 to 2020, Luis Alberto Moreno led the Inter-American Development Bank (IDB), the largest source of development financing to Latin American and Caribbean countries. With that wealth of experience under his belt —plus several years as Minister of Economic… Read More »

Low Code Can Help, But Training is Still Essential

In the midst of heavier capital expenditures, rising demand, a mad race to hire tech talent in low supply and the alarm bells of economic turmoil going off in the United States, companies have grown interested in low-code and no-code… Read More »

Nearshore Forum: AI Engineers, Universities and the Tech Talent Crunch

Over the last couple years, artificial intelligence (AI) has grown more and more relevant in the agendas and the budgets of companies on the verge of digital transformation. In a recent survey done by Baker McKenzie, 43% of responding firms… Read More »

Clients Who Hire IT Talent Directly Face Higher Risks, But Some Don’t Mind

Things are heating up in the mad scramble for software engineers in the Nearshore. Lately, recruiters and staff-augmentation firms that operate in Latin America and the Caribbean have noticed a new competitor making bolder incursions into their home turf, snatching… Read More »

Can Venture Capitalism Fulfill LatAm’s Tech Dreams?

Latin America experienced a particularly turbulent 2021. The consequences of the Covid-19 pandemic were still causing serious damage, and sectors as diverse as education, social security and job creation were facing a major crisis as well. While this reality grabbed headlines… Read More »

How an Accent Translator ‘Breakthrough’ Gives New Life to India CX

Accent translation software is the shiny new tool in the contact center industry, and hopes are high for what it could mean for markets where accent-related friction is a common issue among CX agents. Speech technology company Sanas launched its… Read More »

A Prolific IT Services Market is Emerging in Costa Rica

Trade hubs have popped up throughout history, connecting precious resources in rare pockets of the world to those who are willing to buy. Cut to present times and the evidence of the formation of a new age trade hub can… Read More »

Reflecting Demand for Nearshore Innovation, TCS Positions Ecuador as an IT Exporter

Tata Consultancy Services Latin America (TCS) has big plans for Ecuador. The global IT consultancy’s operations in Ecuador is being positioned to turn the South American country into one of the very few exporters in its portfolio of territories in… Read More »

From Good to Ugly: The Four Most Likely Scenarios Under Petro’s Colombia

Colombia took a sudden turn left this year. The country, which has been dominated by right-of-center politics throughout all of its modern history, recently elected Gustavo Petro, a former guerrilla member with a left-leaning agenda, as president. Though the headlines… Read More »

Nearshore Forum: A Look at the Post-Covid Recruitment Landscape in LatAm

Under the triple threat of higher capital expenses, the worsening of talent shortages and a looming economic downturn in the US, tech firms are getting more aggressive in their cost-cutting measures. This has turned Latin America into a preferred hunting… Read More »

2023 Outlook: Competition for Talent Will Become Even More Intense

If IT talent recruiters think that 2022 is turning out to be a difficult year for staffing, they might want to take a deep breath before 2023 comes crashing down on them. Team builders are well aware of the worldwide… Read More »

Video: ITEL Launches Its Second Site in Kingston

CX provider ITEL was in high spirits in late May, when the company officially launched its second site in the Jamaican capital of Kingston just a month ahead of its 10th year anniversary celebration. The opening of the site —located… Read More »

Nearshore Ops Face Complications in Compliance and Insurance Landscape

The word of the day for many business process outsourcing (BPO) and technology services companies is growth. This is particularly true for firms operating in nearshore markets. The outsourcing industry in Latin America and the Caribbean is booming with more… Read More »

Colombia Elects Its First Ever Leftist President, Leaving Investors Worried

For the first time in its history, Colombia has elected a left-wing president, Gustavo Petro, leaving investors scrambling to know what impact his economic policies will have on their business operations in the country. Petro won over 50% of the… Read More »

Tech Experts Optimistic as Alarm Bells Sound for the US Economy

A storm is building in the horizon for the US economy, enlivening the fears of a recession that could reach the farthest corners of Latin America and the Caribbean. In spite of the alarm bells, experts and executives in the… Read More »

While Politicians Squabbled, CEOs Discussed the Digital Future of the Americas

Last week, the Biden administration hosted the IX Summit of the Americas in Los Angeles. The event usually convenes leaders from government, private sector and civil society to discuss pressing regional challenges. This year’s summit was a bit particular, to… Read More »

LatAm and Caribbean CX Firms Gear Up For European Clients

Latin American and Caribbean shores might soon witness an invasion of European firms in search of customer experience (CX) partners. A panel of entrepreneurs and IT executives from Europe and the Americas discussed the state and near future of CX… Read More »

Talent Access Drives Nearshore Site Location

Location remains at the core of Nearshore operations. Nevertheless, in their search for the best points of delivery in a region, outsourcing companies are showing more and more interest in people over places. IT and BPO firms are keeping a… Read More »

Tech Talent Crisis Will End Soon: ITO Execs

No crisis lasts forever, and company executives in the Nearshore information technology outsourcing (ITO) industry already sense an easing in the tech talent shortage that has been strangling the IT ecosystem at a global level for months. Though the tech… Read More »

Nexus 2022 Slideshow: A “Legendary” Event Reveals Major Transformation

Nexus 2022 is officially in the books, but there’s still much to talk about as we look back at those two days in which a who’s who of the BPO/IT services industry gathered among the skyscrapers of Midtown Manhattan. After… Read More »

Colombia Passes Remote Work Law, Making Way for Hybrid Offices

Colombia removed the legal hurdles standing in the way of businesses willing to extend remote work for an indefinite period. The Colombian government approved a new law that requires companies to bear the operational costs of remote workstations. This means… Read More »

With Untapped Human Capital, Trinidad & Tobago is Ripe for Nearshore Expansion

While the talent shortage problem grows, countries with significant untapped human capital increase their competitive advantage. As Trinidad & Tobago (T&T) -a country that is a bit late to the growth of the BPO industry- advances its economic diversification, the… Read More »

Illuminate Awards 2022: A Celebration of the Best in the Nearshore

In spite of a couple of terribly difficult years for the world economy, the Nearshore keeps soldiering on, with a firmer and faster pace in some cases. Growth continues in the IT/BPO marketplace, allowing for the development of whole communities… Read More »

Colombia’s Trump Came Out of Nowhere and Inches Close to a Presidential Win

Rodolfo Hernández, a 77 year-old entrepreneur characterized as “Colombia’s Trump”, is rattling the political establishment in Colombia, with some analysts predicting that he’ll be the country’s next president. An outsider in Colombia’s political arena, Hernández is set to face leftist… Read More »

ITjuana’s CEO Dreams of a Unified American Continent

When Maritza Díaz  –ITjuana’s CEO– travels from San Diego (California, USA) to Tijuana (Baja California, Mexico) to do business, the sign’s always there, right where the soil rushing under her automobile can start to be called Mexican. It reads: “Aquí… Read More »

Nexus Keynote: A Consumer Brands Expert and Keen Observer of the Digital Revolution

The Internet keeps making waves in the consumer space. Companies and consumers continue exploring what can be done with an ever-evolving kit of digital tools, feeding into each other and pushing marketing forward in a way not seen before. Few… Read More »

Digital Crime Causes Firms to Look Abroad for Better Cybersecurity

Costa Rica is at a war. A cyber war. Such were the words of the country’s newly elected president, Rodrigo Chaves, who faces a tough choice during his first month in office after the cybersecurity breach: pay a US$20 million… Read More »

With Lack of Opportunities for Mexican Doctors, Should They Join the Export Revolution?

The outlook is pretty dim for doctors working in Mexico. The job market offers limited opportunities for health professionals in the country, who believe that only through policy support from the federal government, things will then turn positive. Mexican president… Read More »

Note for the Nearshore Industry: Mind Tech’s Environmental Footprint

During the last few years, Latin America and the Caribbean have been producing good news in the technology sector. From record-breaking amounts of venture capital investment in the region’s startups and multiple new unicorns, to a dramatic increase in nearshore… Read More »

Trinidad & Tobago Then and Now: Building the Path to Nearshore Success

The trend has been clear for a few years now: North American companies’ demand for nearshoring services continues to increase at accelerated rates. In this context, Latin American and Caribbean providers and economies are set to benefit. Some countries are… Read More »

Barranquilla Bets on English-Teaching Program to Satiate Growing BPO Sector

Barranquilla is ramping up its ‘English for Work’ program, as the Colombian city presses ahead with a dual goal of slashing its high unemployment rate and satiating the hunger for bilingual talent in its burgeoning business process outsourcing (BPO) industry.… Read More »

Burnt-out Employees? Give Mindful Leadership a Try

Today’s fast-paced corporate world has people juggling strict deadlines and pending assignments. The only way they can survive the ever-increasing workload is multitasking; operating on autopilot mode and applying themselves minimally to each task. Can implementing a more mindful leadership… Read More »

Freshii’s PR Debacle Highlights Blindspots Around Globalization and Outsourcing

A group of virtual cashiers from Nicaragua were at the center of the public relations firestorm that hit Canadian retail chain Freshii in the past weeks. The debacle pulled the general public into a debate over the potentially dark aspects… Read More »

Union Fever is Striking Mexico, and Call Centers are Not Exempt

A new dawn is rising for unionization in Mexico, and the heat could make its way into call centers throughout the country. Though far from the monster numbers boasted by other sectors in the Mexican economy, the contact center industry… Read More »

What Changed to Finally Put LatAm on the Map of Tech Development?

Latin America is a vast region that covers every country below the US southern border, formed by 20 developing economies led by Brazil and Mexico, both with a GDP of over a trillion dollars. Most of these countries share the… Read More »

Strategies for Getting the Most Out of Enhanced Teams

In my experience, enhanced teams can deliver significant value to clients, but only if a nearshore provider has a clear understanding of how the teams are built and deployed. To do that, it is critical to have a deep understanding… Read More »

Robust ICT is a Major Factor as Barbados Wins More Acclaim as Digital Nomad Hotspot

Barbados is the best bet for digital nomads who dream of working under the ever-lasting tropical sun of the Caribbean, according to one of the latest surveys conducted by British real estate agency Savills plc. Barbados ranked first amongst Caribbean… Read More »

Ukraine’s Softserve Makes Full-Speed Entry into Latin America

Softserve looks set to make a full-speed entry into Latin America, with the Ukrainian IT outsourcing firm unveiling two delivery centers in the region, in addition to its plans to launch an office in Chile shortly. The company unveiled offices… Read More »

New Editor Brings Experienced Eye to Nearshore Reporting

The team at Nearshore Americas is pleased to announce the placement of a new Managing Editor, César Cantú, a well-regarded Mexican journalist who began leading the group’s editorial operation last week. César specializes in business journalism, and has covered a… Read More »

Beyond the Bottom Line: the Value of Having an Affinity with a Nearshore Partner

The bottom line is always a consideration when seeking a nearshore partner. However, a lot of value can be lost – particularly concerning long term ROI – if the exclusive focus is near term cost, without considering the importance of… Read More »

To Return to the Office or WFH, That’s the Question!

Remember the time when we used to wake up at least two hours in advance to get ready for the day and commute to work? We can’t anymore. In the aftermath of the pandemic, corporate culture has witnessed a metamorphosis,… Read More »

9 Tips for Doing DevOps Right

Throughout my career, I have had many opportunities to see how individuals, teams and entire companies can benefit from best practices. However, I have also seen some examples where there have been missed opportunities to do things right. One challenge… Read More »

GlowTouch Lands in Dominican Republic: Job Creation is Just the Start

GlowTouch, one of the few business process outsourcing (BPO) empires built and led by a female, is doubling down on its bet on the Dominican Republic, where the company sees jobs as just one piece of a larger vision of… Read More »

Infosys is Accused of Abusing Non-Competes as Competition for Talent Intensifies

India’s IT services giant Infosys has been accused of barring its employees from joining rival firms amid the rising rate of attrition in the country’s technology market. A non-profit called Nascent Information Technology Employees Senate (NITES) filed a complaint with… Read More »

Ukraine War Reorients Tech Workers’ Mobility

The world is moving on from the Covid-19 pandemic as the main factor affecting the narrative of global economic performance. As vaccines increase in availability and the strength of more recent strains of the virus weakens, governments have been lifting… Read More »

Nearshore Forum: Ego, Strategy and the Future of Recruitment

Nearshore’s tech industry is, like the rest of the globe, undergoing a period of serious pressure. A lack of talent during a glut of demand is pushing companies to dives deeper into previously uncharted waters to dredge up professionals with… Read More »

Nearshore 1.0: Did Guatemala Deliver on Its BPO Promise? (VIDEO)

Just over a decade ago, Guatemalan export services were rising on a wave of government support and intense expansion.  When Nearshore Americas spoke with then president of the Guatemala Exporters Association (AGEXPORT) Carlos Amador, the BPO industry had just created… Read More »

CX Wage Check: As New Entrant Rocks the Boat in Bogota, is the Value Prop Under Threat?

For the last several years, Colombia has been among the best performing Nearshore markets in terms of BPO and call center attraction. The country, which last year made its desire to attract more customer service companies clear with its Friendshoring… Read More »

Attracted by Lucrative Outside Work, are Engineers Gaming the System?

How do organizations know that their employees are really working if those employees cannot be seen beavering away at their office desks, wearing looks of concern and glancing at the clock as the end of the working day nears? The… Read More »

Nexus 2022 Preview: Eldon Marks of Guyana on “Enhancing Competitiveness”

A few years ago, I began an ambitious mission of exploring ways to help reduce the numbers of talented tech graduates that leave Guyana each and every year. I worked with many of these graduates for over a decade while… Read More »

Confronting Agent Attrition, Focus Moves to “More than a Paycheck”

The CX industry has a perception problem. Even in the Americas, where the industry has generated hundreds of thousands of jobs, the problem of attracting quality talent, who see the industry as a professional destination rather than a stopgap between… Read More »

Insider Perspective: Don Berryman’s Rise From Agent to EVP

Don Berryman, Executive Vice President and Chief Commercial Officer for North America at Transcom has enjoyed a long and storied career in the customer service industry. From Berryman’s beginnings as a phone agent for a local newspaper, he has steadily… Read More »

The World of EdTech Just Got Smarter

Just as instant messaging replacing postcards, streaming platforms replacing cassettes and emails replacing faxes signalled a technology overhaul globally, the smart screen projector replacing chalkboards in the traditional classrooms is the harbinger of yet another revolution in technology innovation. We… Read More »

Overshadowed and Underperforming, the Francophone Caribbean Looks to the Future

In the minds of the average North American or European consumer, the Caribbean represents tourism: sandy white beaches, mojitos and music. But for Nearshore leaders, the Caribbean is also a place of significant growth and opportunity.  Tourism, although important, hasn’t… Read More »

Specializing in Snowflake, Hakkoda Jump Starts Operations in Costa Rica

The Costa Rican capital of San Jose is a long way from the snow-capped mountains of Japan from which US IT services company Hakkoda takes its name. That hasn’t stopped the company, founded in only July last year by industry… Read More »

Still Not Clear How Many Customers Affected by Sitel Breach

The customer services industry, a significant number of whose employees are working remotely, is suddenly finding itself under a cloud of suspicion, after a gang of cybercriminals known as Lapsus$, successfully broke into companies’ networks intending to  steal sensitive data… Read More »

Choosing a Software Development Partner Who Has Mastered Agile Methodology

Software developers constantly face the challenge of combining regulated, planned, and managed processes with dynamic methods that allow for rapid development. Fortunately for developers, Agile methodology exactly addresses these issues. But mastering the methodology is not easy. “Agile fosters collaboration… Read More »

Wage Check: A Changing Santo Domingo BPO Still Offers Favorable Rates

Santo Domingo in the Dominican Republic is a vital hub of BPO service provision in the Nearshore region. The presence of major companies marks this fact; Teleperformance, Acquire BPO, Convergys, and Concentrix are among those utilizing the talents of the… Read More »

City Profile: Value and Quality Propel New Beginnings for Honduras’ Capital

If most Americans or Europeans tourists were asked to point out the capital of Honduras on a map, or even name it, few would be successful. But for Nearshore stakeholders, Tegucigalpa is steadily becoming a tried-and-tested location for reliable BPO… Read More »

Cayman Islands’ DX Innovator Boldly Reconfigures the Nearshore Model

The Nearshore model for the delivery of IT services has gone through some remarkable technological, demographic, and macro-economic changes that have taken the industry far beyond labor arbitrage. One of the best examples of this shift is PeerIslands, an IT… Read More »

Digital Twins: A New Dimension to How BPOs Can Examine Their Identity

In the minds of most, the concept of digital twins conjures up visions of heavy industry; mile-long manufacturing plants full of large one-armed robots piecing together chassis, or a gas refinery and its bewildering labyrinth of pipes and tubes. But… Read More »

Nearshore 1.0: How Far Has Cloud Come? (VIDEO)

Back in 2011, Nearshore Americas chatted to Avelino Miguelez, vice president at Costa Rican IT integrator company, Grupo CESA. During our interview, Miguelez spoke of the cloud and how it would change computing as we knew it. At the time,… Read More »

Machine Learning and Artificial Intelligence are Driving Recruitment Innovation

As demand for faster and more efficient talent acquisition, recruitment and onboarding processes continues to increase, the drive to employ existing and emerging artificial intelligence (AI) and machine learning (ML) solutions will follow. Strategic use of AI and ML can… Read More »

Cost of Living Index: How Far Money Goes in Four Key Cities

The Nearshore world is, to a large extent, still based on labor arbitrage. Though the industry argues that outsourcing provides access to larger talent pools, enables companies to diversify geographically and to capture efficiencies, the reality is that without cheaper… Read More »

The Battle for Latin America’s Consumer Data Intensifies

The first day of March saw China enact a law that intends to curtail the practice of “algorithmic discrimination” by companies in the e-commerce, ride hailing, online streaming and social media sectors. It’s a law that could have wide-ranging impacts,… Read More »

Nearshore Forum: Digital Growth in Latin America Enters Year of Reckoning

Latin America and the Caribbean’s 300 million digital consumers are set to grow over 20% by 2025. The potential for the region, as digital transformation continues unabated, is huge.  But how can organizations capture that potential, and what are the… Read More »

Yucatan Briefing: Fertile Territory Far From Mexico’s Dominant Hubs

The US, the world’s foremost country for tech innovation, has seen a distinct reshaping of tech hubs over the last two years. Sky-high house prices in the Bay Area, and other established tech hubs like New York or Toronto in… Read More »

Buy vs. Build vs. Partner: An Old Debate Takes On New Urgency

From the beginnings of the Nearshore industry more than twenty years ago, the debate about whether it is better to buy, build or partner in Nearshore markets has raged. Context, meaning the size of the company, the core services it… Read More »

Nominations Open for Nexus Illuminate Awards, 2022 Edition

Nearshore Americas is proud to announce the official launch of the 2022 Nexus Illuminate Awards, celebrating the very best in Nearshore services. The Nexus Illuminate Awards exist for for one vitally important reason: if the Nearshore industry is going to be… Read More »

Speed and Automation Crucial to Nearshore Software Engineering Staff Augmentation

It can take up to 90 days to hire a software engineer with skills in the top 5% of the talent pool. Lengthy processes like this can cripple a project or even an organization, particularly in the current context. Recruiting… Read More »

Despite Notorious Hurdles, IT Talent Seekers See Brazil as New Frontier

Tech recruiters in Brazil are having a hard time. The talent market is a no-holds-barred contest of wages, benefits, and work-from-home offers. The country’s vast internal market is pitting national rivals against one another, while Portuguese firms circle above, searching… Read More »

KPMG Jamaica: Tackling Negative Perceptions and Putting Tech at the Forefront

Countries of the Caribbean have developed a robust global professional services sector in recent years, spurred by growing expertise in Finance and Accounting and general Knowledge Process Outsourcing (KPO) operations. Jamaica, with its traditional links to call centers and customer… Read More »

COUNTRY PROFILE: The “Profound” Acceleration of Ecuador’s Emerging Tech Hub

In 2011, there were only 500 companies specializing in IT services in Ecuador. Today, according to the data from the Ecuadorian Chamber of Innovation and Technology (CITEC), there are around 3,000. Of these, 56 fintechs, a vertical of real strength… Read More »

Is Inflation Undermining the Case for Nearshore?

Following a two-year battering by Covid-19, economies around the world are suffering from high inflation rates. In the US, 2021 saw inflation of 7.5%, the highest year-over-year growth in 40 years. The Nearshore, a region always susceptible to external economic… Read More »

Hiring and Firing in Chile: Contracts Drive the Employee Roadmap

When international organizations look to South America for business opportunities, one of the most alluring countries to investigate further is Chile. It’s digital-first approach, coupled with the general political and economic continuity offers the level of safety that investors need,… Read More »

The Aftermath: When Wadhwa Called on LatAm Technologists to ‘Lead the World’

In 2014, the renowned tech entrepreneur and Distinguished Fellow at Harvard Law School Vivek Wadhwa opened the Nexus conference with a keynote address that served as a call to arms for Latin America & Caribbean. His advice was clear: “Lead… Read More »

As TCS Accelerates Talent Development, the Rewards Become Clearer

Global IT services’ consultancy Tata Consultancy Services (TCS) is getting something right in Latin America. The region was TCS’ highest market of growth in Q3 for the financial year 2022 report against the same quarter in the previous financial year,… Read More »

Nearshore Nexus Returns to New York City in June

The most influential conference in the Nearshore services industry, Nexus 2022, will return to New York City for both in-person and virtual attendance on June 8-9th. Registration opens today on the Nexus 2022 website, and sponsorships are also available.  “An… Read More »

Nearshore Forum: Panama is Overlooked Far Too Often

Sandwiched between two of Nearshore’s major names in Costa Rica and Colombia, Panama does not always get the credit nor coverage it perhaps deserves. Home to one of the world’s busiest man-made waterways, Panama is a vital hub on the world… Read More »

Q&A: Don’t Expect “Old Science” to Guide Return-to-the-Office Protocols

Covid-19 cases are dropping steadily in many countries of the Americas after a Christmas jump driven by the omicron variant and high levels of social mixing.  As the drop continues, companies across the region are once again preparing to invite… Read More »

BPO Customers Want Vendors Who are Flexible and Diversified

The wrecking ball pandemic that drove even the strongest outsourcing markets to suffer drastic drops in business provision has reconfigured the needs and requirements of every player along the industry’s value chain.  At the start of that chain, is the… Read More »

Written Contracts Optional: How Argentina Hires and Dismisses Workers

So far, Nearshore Americas has looked at Costa Rica, Colombia and Mexico in its ‘hiring and firing’ series. This instalment lands in Argentina, one of the Nearshore’s major stakeholders and provider of serious technical ability.  The country’s economic difficulties and… Read More »

How Remote Dev Team Management Systems Help Companies Tap Mexico’s Talent

With more than 130,000 engineers graduating annually and over 700,000 developers in the talent pool, Mexico is a hotbed of top software engineering talent in Latin America.  The pivot to increased remote working because of the Covid-19 pandemic has meant… Read More »

Does Peru Have a Chance to Become the Next Colombia?

Those investors looking for opportunities during high Nearshore demand are eyeing Peru with interest. As competition in both the business outsourcing operations and IT services industries heats up in key Nearshore markets, interested parties are looking to those countries who… Read More »

Argentina’s Fainguersch Takes Pivotal Role with Meta

Argentina-born technology entrepreneur Agustina Fainguersch has been appointed regional director of Meta, the parent company of social media giant Facebook. Fainguersch, the 2019 winner of the Nearshore Executive Award, will take charge of Meta’s operations in Spanish-speaking South America and… Read More »

Mental Health Champions: Avalith Brings Holistic Health to HR

For people from Latin America, Argentina has a strong reputation for being a country passionate about psychoanalysis. This reputation is well deserved, as Argentina has more psychoanalysts per citizen than any other nation on earth.  “Argentina is strongly psychoanalytic. We… Read More »

CITY PROFILE: Despite ‘Second City’ Label, Córdoba Maintains First-Class IT Reputation

Argentina’s renown as a leading Latin American market for English-proficient, highly-educated Nearshore market has, in the past, revolved around the capital, Buenos Aires. The country has produced more unicorns than anywhere else in Latin America, including major Nearshore players like… Read More »

Revisiting Familiar Territory, Ukraine IT Endures Despite Putin Threat

The first few weeks of 2022 have felt like an unwelcome déjà vu for Ukrainians.  As Russian forces build up on the country’s eastern border, US President Joe Biden has repeatedly voiced his concern that Russia could invade Ukraine, and… Read More »

What to Do When Clients Cause Contracts to Fall Apart

If the last two years in business has taught us anything, it’s that best laid plans can often go awry.  The IT services’ high-degree of technicality and the integral position of IT infrastructure within the running of a modern business,… Read More »

Hiring and Firing in the Nearshore’s Hottest Market

Colombia’s efforts to pull in US$11.5 billion in foreign investment, centered around its “Friendshoring” initiative, offer clear signs that efforts to strengthen the country’s knowledge export services industry are generating great returns for the national economy.  But companies entering the… Read More »

Mindfulness Thrives in a Time of Profound Disconnection

The last two years have seen a blurring of boundaries between home life and the workplace, the personal and professional and time logged on or logged off. Understandably, as borders between these traditionally separate areas of our lives have collapsed,… Read More »

Nearshore Partners Face “Substantial Risk” of Ransomware Attack

In February 2021, Brazil and most of Latin America was going through another round of rising Covid-19 infections. At that time, the South American nation had surpassed 250,000 Covid-19 deaths and had the world’s second-highest death toll after the United… Read More »

Nearshore Forum: Peter Ryan on What 2022 Holds for Nearshore (VIDEO)

As the last year drew to a close, Nearshore Americas spoke to Nearshore expert and Principal and Chief Analyst at Ryan Strategic Advisory, Peter Ryan, to hear his views on the trends that would shape market activity in 2022 and… Read More »

Insider Perspective: Experience and Evolution in Jalisco’s Tech Ecosystem

With a professional career a quarter of a century long, Guadalupe Torres has been there and done that in Mexico’s tech world.  As the Guadalajara Center Head for Persistent Systems Mexico, a subsidiary of Persistent Systems Ltd, Torres is charged… Read More »

Internet Regulation in Latin America: Will Governments Screw Up a Good Thing?

Every year, January brings an avalanche of reports from leading organizations and analysts that warn us about the risks and trends for the next 12 months. From AT Kearney’s Year-Ahead Predictions, to Fitch Solutions’ Key Themes or the McKinsey’s CEO… Read More »

Hiring and Firing in Costa Rica: Bring Reams of Paper

Costa Rica has long been spearheading Latin America’s tech service outsourcing. With a population of just over 5 million, it punches well above its weight in the Nearshore, with IBM, Accenture, Hewlett Packard and Intel Corporation just a couple of… Read More »

CITY PROFILE: Santiago, a Premium Location Ripe for Change

Despite the influence the country has regionally, Chile hasn’t often featured in the Nearshore conversation. Though geographically large, stretching half the length of South America, the country is home to less than 20 million, around a third of whom live… Read More »

Q&A: Is the Metaverse Outsourcing’s Next Big Bang?

For most of us, the metaverse, a digital world where reality and virtual reality fuse, is a novel concept. But it’s been gaining a lot of traction recently. Facebook CEO Mark Zuckerberg is one of the big names backing the… Read More »

The Millennial Workforce: Preparing for the Gamechangers of the Digital Age

By 2025, 75% of the global workforce will be millennials. I have come across this statistic several times in the past few years. First published in 2011 by the Business Professional Women (BPW) Foundation, the findings ring true today. Millennials,… Read More »

Building the Cloud Backbone: Engineers Need “Thick Skin” to Manage Pressures

Team management is a thankless task. If it is well done few people will notice but the headaches of a poorly-run team will stick in minds for a long time. This is perhaps more the case for the management of… Read More »

Omicron Brings New Level of Risk to Nearshore Operations

Just when we were cautiously optimistic about leaving the last 20 months of pandemic-filled difficulty behind, the Nearshore industry has, along with the rest of the world, been pulled right back into the thick of things. Nearshore markets that were… Read More »

Alive and Kicking: Breathing Life into Organizations with Live Enterprise

Sense. Feel. Respond. This is sentience and this is how living organisms sustain and grow themselves. We may have never noticed this, but it is hardwired into our lives.  Now think of our professional lives and let’s go back a few… Read More »

The Biggest Trends Shaping Nearshore in 2022

Next year, the Nearshore is going to be different. The past year was one of huge change in the region, as Covid-19 forced a reshaping of the global outsourcing hierarchy and the push for digital transformation drove demand for outsourcing… Read More »

As Net Zero Emissions Goals Increase, More Outsourcers are Getting on Board

Unlike the steel or car manufacturing industries, it isn’t immediately obvious that outsourcing pollutes. There are no billowing smoke stacks nor churning heavy machinery to point at. No heavy material needs to be shipped from one side of the world… Read More »

Reputation Management: In Today’s Digital Landscape, Few Firms Get It Right

Reputation is everything. In the business world, how a company is perceived can have a dramatic impact on its performance. The erosion of consumer trust, a dampening of investor desire to provide financial support and an increase of employee turnover… Read More »

Getting the Seasonal Ramp Up Right

Seasonal ramp-ups are part and parcel of providing customer experience at a BPO. Getting them right and addressing the needs of the client requires a multi-faceted approach that taps into existing talent pools, allows rapid onboarding and incentivizes take up… Read More »

CITY PROFILE: Guatemala City Carries the Whole Country on its Shoulders

Despite a BPO market approaching 25 years in business, Guatemala, and its capital, still remain a mystery for many Nearshore industry stakeholders. “Most prospects don’t really know much about Central America, it just happens to be that place between Mexico… Read More »

Nearshore Forum: The IT Positions Most In-Demand Going into 2022 (VIDEO)

Recruitment is in the spotlight globally. Issues like the ‘Great Resignation’ and the tech talent gap mean the question of worker recruitment rarely leave the headlines, but will that change moving into next year? Ariel Ayala, a Panama-based business development… Read More »

Upskilling Gets Big Focus as Providers Grapple with High Demand

An analytical approach to problem-solving posits that breaking the problem down into smaller chunks is the best way to deal with it. When a problem seems so massive as to be impossible to solve, such as the stupendous shortage of… Read More »

Labor Law Experts Share Tips on Hiring and Firing in Mexico

Organizations looking to expand into the Nearshore region often come up against labor law regulation that is entirely different from their home country. Without specialist, country-specific knowledge, companies run the risk of making errors during the recruitment or dismissal of… Read More »

Relationship Red Flags: Eleven Reasons Why Vendor Managers Fire Providers

“The real theme of vendor management is not negotiation, nor saving money. It’s not all your contracts and transactional pieces, though these are all important. The real theme is the relationship,” Tim Norton, Founder and CEO of VMO Benchmark, a… Read More »

Chile’s Data Center Boom Puts Country and Connectivity on World Map

For years, Chile has been at the forefront of Latin America’s data center industry. The digital-first mindset of successive governments, coupled with investment into a national digital highway and expansive connectivity has produced a country in which digital experience, knowledge… Read More »

CITY PROFILE: Cochabamba Brims With Potential, Hoping to Build a Wider Foundation

Bolivia doesn’t often make the headlines in the Nearshore news roundup. Until recently, there’s been good reason for US companies to overlook it. An inactive investment promotion scene, mixed English abilities and an inward-facing tech industry provided plenty of reasons… Read More »

Experience is the New ROI in Business Process Management

Buyers of business process outsourcing have historically prioritized efficiencies and effectiveness as key outcomes of these services. The drivers for internal shared-service centers, or captives, were similar —deliver on business metrics, improve processes, and deliver on cost savings. While these… Read More »

Net Promoter Score: How CX Leaders Are Keeping An Old Metric Fresh

When organizations look for feedback on how their customers feel about the products and services they offer, the Net Promoter Score (NPS) is often the first port of call. NPS is an indicator that scores the likelihood of a customer… Read More »

Niche AI Startup and Ambitious Founder Aim to Reverse Brain Drain in Guyana

Most recent talk of Guyana has revolved around its oil and gas boom, which, having turned the country’s fortunes on its head, also provided the thrust behind this small slice of South America becoming the fastest growing economy in the… Read More »

IDB Loans $45 Million to Boost Wireless Broadband Infrastructure

The Inter-American Development Bank (IDB) has loaned U$45 million to QMC Telecom, reinforcing the carrier’s plan to boost wireless broadband infrastructure in Mexico, Colombia and Peru. Deepening broadband penetration is the need of the hour in Latin America, as the… Read More »

The Tried and Tested Methods of Getting the Most From a Nearshore Team

The best workers are highly motivated. However, to understand what drives employees, and specifically software developers in Nearshore environments, it’s crucial to know what sets them apart.  “In today’s environment, it’s important to ensure that a developer knows how to… Read More »

Nearshore Forum: What’s Next for the Latin Americas’ Office Real Estate Market? (VIDEO)

Is the news that the real estate market is in free fall hyperbole or should commercial landlords begin to fear for the future of their office blocks? José Ignacio González, director of marketing and research at real estate firm Cushman… Read More »

Winning Contracts and Influencing People: Nearshore Vendors Battle to Earn Trust

Trust is the foundation of any relationship. Whether personal or business, without trust a relationship can’t flourish. This is particularly true of an outsourced business relationship where parties are separated by thousands of miles. Trust is essential, if sometimes hard… Read More »

Talent and Opportunity Drive Rising Wave of Software Development Deals

With four decades of experience working in software services and global outsourcing, Steve Mezak knows his way around Silicon Valley as well as many other tech hubs in The Americas. As chief “Software Services Deal-Maker” at Next Coast Brokerage, Steve works closely… Read More »

CITY PROFILE: Montego Bay Climbs to New Heights as Jamaica’s “Frontier” Destination

The recurrent image of celebrities vacationing in Jamaica, frolicking on the beach, is part of what has come to shape perceptions of the country in the minds of many US consumers. Jamaica offers the ideal ‘sun and beach’ location. However,… Read More »

How to Scale Up BPO Operations in the Nearshore

As a medium-sized BPO, Collective Solution has approached its strategy to scaling up in and across geographies in the Nearshore by focusing on its existing footprint and moving into new countries where demand exists. It has operations in Honduras and… Read More »

Education in Focus as Argentina Moves Towards Differentiation

Argentina has long been a safe bet for companies in the Nearshore market. “The knowledge services industry is the third largest export industry in Argentina, generating around US$6 billion annually. Around 60% of this comes from general BPO services, 30%… Read More »

Social Enterprises Use Innovative Tools to Nurture New Developers

The severe drought of IT talent the Nearshore is experiencing means that companies are casting their nets ever wider as they search out professional profiles. Social enterprises, like Mexico City’s Hola Code, are producing talent that is equipped to provide… Read More »

Companies Must Hit a Moving Target to Build the Workplace of Tomorrow

As Covid-19 upended lives across the globe, the world was forced to shrink behind four walls. Mounting exhaustion from frequent video calls, combined with family commitments and the disorienting effect of working hours spilling onto personal time, was overwhelming. But… Read More »

Rising Salaries and Spiking Attrition Create Trouble for India

For decades, India has shouldered the bulk of global IT services, relying on the world’s largest and most equipped talent pool in a single nation. The country, home to over 6,000 engineering and technology institutions that can enroll close to… Read More »

Nearshore Forum: The Changing Role of the Digital Leader

With digital technologies now being found in all areas of business operation and structure, the role of the digital leader is now fundamental to the health and competitivity of an organization. The trend towards digitalization happening in the pre-Covid world… Read More »

US Visa Delays Frustrate Next Wave of Nearshore Entrepreneurs

Charly Cardeño is the CEO and founder of Elemento 43, a Cartagena-based software services company. Motivated by opportunities to expand to the US market, he has been planning a trip to the US.  “I wanted to take advantage of a… Read More »

Q&A: TCS Opens in Guatemala as Nearshore Demand Surges

Tata Consultancy Services (TCS) has chosen Guatemala as its new Latin American location, breaking into Central America for the first time. The last time TCS expanded in Latin America was with its move to Peru in 2012. But in this… Read More »

CITY PROFILE: Barranquilla Thrives as a “Disruptor” Location Loaded with Upside

Not so many years ago, Colombia’s status as a Nearshore destination was on rocky ground. Despite its population – now around 50 million – the country’s bilingual talent was sorely lacking, Nearshore Americas found. Since then, the Nearshore world has… Read More »

Why “The Latino Connection” is Growing More Formidable in Latin America IT

Followers of news coverage on Latin America & Caribbean in US and international media may be aware of the profound pessimism about the region. Endless cases of corruption, the effects of the pandemic, which has hit harder in Latin America… Read More »

On Location in Bogota: Colombia Puts Nearshore at Center of Recovery

Colombia’s post-pandemic economic reactivation began in earnest this week at the Colombia Investment Summit 2021, as a host of ministers and private business leaders, including President Iván Duque, asserted the safety, prosperity and opportunity that the South American nation offers… Read More »

A Region Divided: How Some Nations are Jumping on Vaccinations and Others Are Not

After some false starts and questions of access to vaccinations, the growth in vaccination rates across The Americas has elevated the optimism about the region’s economic recovery. Recently, Carissa F. Etienne, Director of the Pan-American Health Organization (PAHO), said that… Read More »

Four Ways For Mexico to Rediscover its Nearshore Spark

Sharing a border with the United States means that Mexico will always be in the minds of business customers looking to participate in the remarkable advantages of Nearshore services. But in recent years, Mexico’s Nearshore shine seems somewhat faded, as… Read More »

How to Manage Remote Developer Teams

Advances in cloud-based platforms, and structural shifts brought on by the pandemic, have increased the importance of best practices when it comes to managing remote developer teams. In many ways, remote and in-house teams are managed similarly. The methodologies are… Read More »

Exclusive: Globant on Acquisition of Atix Labs and Blockchain Journey

Global IT and software development company, Globant, has acquired Blockchain experts, Atix Labs, founded in 2013, in a move that will strengthen Globant’s position in the trailblazing blockchain solutions market, expected to grow 10x by 2025. Globant intends to leverage… Read More »

El Salvador’s Bullish Growth Spreads Across Software and BPO

As outsourcing growth continues apace following the global impact of the pandemic, the Nearshore region is enjoying a serious uptick in demand. But in one small Central American country in the news for its Bitcoin adoption and internationally criticised actions… Read More »

10 Tips for Retaining Top Talent at Call Centers

For most contact centers managers, a significant amount of organizational effort is put into hiring qualified employees. But there can sometimes be less emphasis on retention.  This might be because a job is seen as transitional, with no direct career… Read More »

Covid-19 in the Caribbean: Delta Spoils “Reopening Party”

Although Covid-19 cases are declining considerably elsewhere in Latin America, some countries in the Caribbean are seeing a sudden surge in the number of new infections. Barbados is seeing such a spike in new cases that the US Centers for… Read More »

US Vendor Governance Leader: India is Still Far Superior to Nearshore

Nearshore’s ascendency within the global outsourcing industry has taken a huge leap forward in light of the pandemic.  For US-headquartered companies, the global travel restrictions and ongoing safety concerns meant the world’s major outsourcing markets were a no-go for some… Read More »

Honduras and Its “Brilliant People” Inspired US Entrepreneur’s Unique Journey

Business journalism often exclusively focuses on the numbers, the cold, hard figures that are essential factors for decision makers. This is particularly true when it comes to Nearshore issues and internationalization strategies. From local tax incentives and commercial real estate… Read More »

Technology at the Core of Employee Support During Pandemic, Says The Office Gurus

The impact of the Covid-19 pandemic has forced BPO companies to rethink the way they deliver services. Businesses that thrived during the period quickly understood the need to evaluate and rethink the tools and methods they use to engage their… Read More »

Webinar: Fintechs are in Crisis and Jamaica Has Answers

Nearshore Americas will host a webinar on the challenges that financial technology firms are facing following the intense demand that has grown for their services over the last 18 months. Scheduled for October 20th, 2021 – 2PM EDT/11AM PDT, the… Read More »

Starting a New Nearshore Relationship? Read This Before Taking Your First Step

The client-vendor relationship is the foundation of the Nearshore industry. It’s the motor that drives borderless business in The Americas, and the route to companies receiving quality outsourcing services from a larger talent pool at attractive prices. But when that… Read More »

10 Tips for Hiring Bilingual Contact Center Agents

In a Nearshore environment, there is a significant need for bilingual contact center agents. The strongest demand is for those individuals who are fluent in the region’s dominant three languages – English, Spanish, and Portuguese. Assessing the ability of bilingual… Read More »

Hybrid is Creating Inequality Among Workers, Causing Angst for Employers

As the reality dawned upon us that Covid-19 will be around for a lot longer than we’d expected or hoped, the future of the workplace became a huge topic of conversation. For Nearshore companies, whose premises and workforces stretch across… Read More »

Growing by Leaps, Conversational AI is Making a Real Impact

The heralding of AI within the CX sector promoted predictions of an all-robotic workforce, where human customers and artificial intelligence would communicate seamlessly, and contact center agents would be required for only the most complex of tasks. Up to now,… Read More »

Crime and Personal Safety Issues Still Persist, But How Relevant to Nearshore?

Safety and security are ever-present concerns for companies looking to expand outside of their home market. The Nearshore region, and Latin America in particular, has a reputation for trouble. Media coverage of Latin America in the US and Europe most… Read More »

Agent Onboarding Has Seen Radical Change. Is that a Good Thing?

Talk of the “Great Resignation” as the return to the office draws closer in much of the world has shone a light on organisation’s strategies for the onboarding of new talent.  If mass resignations do occur over the next year,… Read More »

Diversification Paves Way to Global Trade in Caribbean

A few weeks ago, Deodat Maharaj, Executive Director of the Caribbean Export Development Agency (CEDA), published an op-ed calling for greater support for micro, small and medium-sized enterprises (MSMEs) in the region. The article is the latest call from CEDA… Read More »

Mexico City, Still a Long Way From ‘Normal’

Late Wednesday evening, Mexico City’s vast Zocalo stood empty as Mexican President López Obrador gave the Grito de Independencia to mark the country’s independence.  For the second year running, the Covid-19 pandemic had forced authorities to ban the usual 80,000… Read More »

How to Determine When a Function is a Core Competency

Many businesses, as well as the service providers that support them, speak of the importance of core competencies.  But what is a core competency? And how can an enterprise separate a core competency from day-to-day business functions, many of which… Read More »

Creating a Truly Inclusive BPO Environment Means Everyone Wins

While recognition of the importance of diversity, equality, and inclusion (DEI) is growing, transformation initiatives need to do more than just pay lip service to the idea.  For many organizations, diversity and inclusion can be defined narrowly and such initiatives… Read More »

Talent Shortage Bites Hard, Delaying Technology Adoption

The global tech talent shortage has begun to take its toll, with the scarcity of qualified professionals forcing businesses to delay the adoption of new technologies like automation. IT executives now regard the talent shortage as a far bigger challenge… Read More »

Nearshore Forum: What the OECD’s Global Corporate Tax Reform Means for Nearshore

Earlier this year over 130 countries signed up for a global corporate tax reform agreement, spearheaded by the OECD, aimed at forcing international organizations to pay their fair share of tax, to be set at at least 15 percent. The… Read More »

Face-to-Face Remains a Crucial Starting Point for Vendor-Client Relationships

Despite the distance, the Nearshore has – or had, depending on how Covid-19 progresses – relied on vendor and client representatives meeting in person before working together. The logic was clear: if a company is about to open a multi-million… Read More »

Cuba’s IT Ecosystem is Getting a Kickstart from a Well Positioned Player

Cuba is not a great example of a model based on knowledge and intellectual assets as sources of competitiveness and long-term economic growth.  The island’s centralized economic planning and overreliance on tourism, remittances and more recently the controversial exports of… Read More »

The Latin American Universities Driving Nearshore Tech Talent Production

The global economy, hurtling towards into digital totality, is seeing a serious dearth of professionals, and the preparedness of education systems in distinct nations are being questioned. In Latin America, universities are playing catch up. In many countries, infrastructural challenges… Read More »

Hiring Bonuses and Clever Incentives Shape the New Normal in the Contact Center

The pandemic has presented call center agents with possibilities that were uncommon before offices were shuttered on mass and employees forced to retreat into their own homes. The Work From Home model has quickly become the norm, and appears to… Read More »

Schools Reopen in South America, as Covid Cases Fall Dramatically

Schools across South America, an area hit particularly hard by the pandemic, are being reopened after a dramatic drop in Covid-19 cases have spurred hope of a return to normalcy sooner than expected. Experts are attributing the success to the… Read More »

Exclusive: Wizeline’s New Majority Shareholder Will Empower an Enduring Vision

Wizeline, the global services technology provider founded by Mexican-American entrepreneur Bismarck Lepe, has taken a giant step towards its expansion goals after Caisse de dépôt et placement du Québec (CDPQ) purchased a majority stake in the firm. CDPQ, a fund… Read More »

From Vacancy Rates to Buyer Behavior, Understanding the Real Changes in Real Estate

For more than a year, dust has gathered on the empty desks at offices across the Nearshore region. Commercial real estate locations from Buenos Aires to Bogotá are bereft of their usual bustle and activity, as recurring breakouts of Covid-19 force… Read More »

Support.com Stock Price Soars Thanks to Short Squeeze

Shares in technical support services provider Support.com have jumped more than 300% in the past 10 days as retail investors mass purchase shares and force a ‘short squeeze’ that will drive stock prices higher as deep-pocketed short sellers attempt to limit… Read More »

New White Paper Examines Jamaica’s Digital Services Sector

Nearshore Americas has published a white paper that shines a light on Jamaica’s rising digital services sector. With an annual revenue of more than US$700 million, Jamaica’s digital services industry is already supporting 65 companies and over 36,000 employees. The… Read More »

Nearshore Forum: The Rising Risks of the Hybrid Model (Video)

As the cycles of the pandemic continue to pose problems to ideas of returning to the office in the Nearshore, risk exposure is a topic on the mind of all business leaders. Linda Tuck Chapman, CEO at Third Party Risk… Read More »

The Role of Human Resources as We Know it is No More

Never has Human Resources (HR) been as integral a part of an organization’s success as it is today. From a support function to having a seat at the decision-making table, HR has evolved to become pivotal to corporate strategies. More… Read More »

Q&A: The Anthropocentric Future of the Global Services Industry

Inspired by discussions with over 70 global business leaders, Javier Peña Capobianco is helping construct a clearer understanding of the future of the global services industry. In his new book, The New Era of Global Services (La Nueva Era de… Read More »

Beyond Technical Ability: The Soft Skills Holding Tech Pros Back

Over the last decade or so, soft skills have moved from the periphery of a business leaders’ recruitment strategy to sit firmly at its center. So important have soft skills become that they’re now being referred to as “core skills”… Read More »

Editor’s Choice: 12 Non-Profits with a Transformational Mission

The efforts of most organizations in the business world center on improving efficiencies to increase competitivity and productivity in a highly competitive market. But some, like non-profit groups, aim beyond achieving immediate benefits for a single organization, and instead help… Read More »

Why the Employee Experience Matters, and How to Elevate it

Having happier employees at work should be a top priority for any company. After all, happy and engaged employees are more productive. They make the workplace more upbeat and fun, strive to achieve higher goals, and spread their positive attitude… Read More »

Rising Threat Levels Prompt TCS to Launch Specialized Cybersecurity Ops

Surging cyberattack figures, including threat detection levels that grew by a reported 240% in Q3 of 2020 and 208% in Q4 according to anti-virus platform. McAfee, place global business practices in peril. In Latin America, the IDB says that ill-preparedness… Read More »

The Right Tools for the Job: Equipping Agents with Up-to-Date Tech Enables Success

Imagine this scenario: A skilled call center agent surpasses all the hiring requirements and is brought on board. They are highly motivated and eager to start their new job. Three months later, performance issues begin to surface, and within nine… Read More »

As AI and ML Become Prevalent, CFOs Embrace Faster Finance Processing

Chief Financial Officers (CFOs) have had a busy pandemic. Charged with keeping their organizations afloat during the ‘black swan’ event of the recent global economic meltdown, they’ve had their backs to the wall battling to keep cash flow healthy while… Read More »

7 Reasons to be Skeptical About Digital Expansion in LatAm

Since the Covid-19 pandemic hit, academics, policy think tanks and government officials have proposed a new wave of strategies to advance digital performance and facilitate economic recovery. This is particularly true for Latin America and the Caribbean, a region heavily… Read More »

Cognizant Exec on “Fake Productivity” and Other Pandemic Lessons

Just over 18 months ago, business as we knew it came to a shuddering halt. Gone were the office check-ins, coffee meet-ups and the ability to walk across the corridor to chat with a colleague. The pandemic had arrived and… Read More »

EPAM Adds Engineering Scale with Colombia Acquisition

US IT consultant EPAM Systems has expanded its footprints further in Latin America with the acquisition of Colombian software maker S4N. EPAM, based in Newtown, Pennsylvania and which already has presence in Mexico with close to 1,000 employees, said the… Read More »

Pursuit of Knowledge and Tech are Key Drivers in Major M&A Wave

The suspension of M&A activity in the global customer care sector seen during the unpredictability of the pandemic’s peak has come to a sudden and definite end.  Large-scale acquisitions, such as Sitel’s acquisition of fellow US-headquartered BPO SYKES, have reconfigured… Read More »

AI Takes Call Center Language Screening to the Next Level

Artificial Intelligence (AI) is driving innovation around world. In 2020, the global AI market was valued at over US$62 billion, with an estimated compound annual growth rate (CAGR) of 40.2% from 2021 to 2028. The growth of AI is happening… Read More »

Nearshore Nations: The Forgotten Five

Though Latin America and the Caribbean consist of 33 countries, many nations sit outside of the core Nearshore industry view. While countries like Mexico, Costa Rica and Colombia continue to see their knowledge services’ relationships flourish with the US and… Read More »

Labor Arbitrage Drove itel’s Guyana Acquisition

Last week, Jamaica’s itel announced its acquisition of Guyana’s Emerge BPO. The move gives itel a presence in Guyana and Honduras, and the ability to leverage a handful of at-home agents in the US. The acquisition, on which no financial… Read More »

Ensuring Optimal CX Through Adaptability and Diversity

One necessary characteristic of delivering on an ideal customer experience (CX) is adaptability. A big reason for this isn’t only the diversity of a customer base, but also the frequent changes in regulatory restrictions and personal choices. The ability to… Read More »

Nearshore Forum: Building Customer Experience in the ‘New Normal’ with Brad Cleveland (Video)

Brad Cleveland, customer service expert, consultant and author, has seen many major shifts in the customer experience industry during his 30 years’ involvement. But nothing like the last 18 months.  “I felt customer experience was important before the pandemic, but… Read More »

Nearshore’s Moral Dilemma: When is Poaching Acceptable?

Recruiting is a demanding industry. The financial perks of placing a candidate are high, but the pressure to do so is intense. And while demand is rising, recruiters are being pushed to bring in the best talent from a pool… Read More »

How to Hire the Best Call Center Agents (Even in a Tight Labor Market)

Putting top talent into customer-facing roles is the key to achieving high customer satisfaction, yet the current labor crunch makes it all but impossible for companies to keep their call centers staffed with skilled agents.  The workforce shortage crisis in… Read More »

Editor’s Choice: Nine of Latin America’s Best Coworking Spaces

The era of borderless working is in full swing. Despite a global pandemic, or maybe because of it, the surge of interest in migrating to new digitally-powered geographies is a trend that has important significance to countries in the region… Read More »

Retention Becomes “Extremely High Priority” as IT Firms Confront Rising Churn

The Nearshore is buzzing. M&A activity is rising as companies make decisive actions to push on with long-term strategies following the last 18 months. Meanwhile, cross-industry digital transformation is pressuring recruitment in Nearshore markets including Mexico, Colombia, Costa Rica, Argentina… Read More »

Regional Strategies to Produce a Global Powerhouse

Think local, act global, is the new mantra of globalization. Believed to be an antithesis of regionalization for the longest time, globalization is now being touted as a sum total of several regional tracks. The pandemic has especially made it… Read More »

Why SMEs Need an Entrepreneurial Approach to BPO

Automation and technological advancements have made growth an easier proposition for companies, and more companies are growing. But this rapid growth can cause some growing pains. With this rapid growth, the need for a different approach becomes crucial. It’s time… Read More »

Nearshore Forum: Why Mexico is Primed to Plug the Tech Talent Shortage

The world faces a tech talent shortage that has been exacerbated by the ongoing Covid-19 crisis. Last year, global recruitment company ManpowerGroup published a report that said a stunning 54% of companies worldwide face a tech shortage. Such is the… Read More »

Cybersecurity Worries Bleed into Outsourcing Universe

Cybersecurity has always been a relevant topic to outsourcers and the Nearshore at large. By its nature, companies in the industry employ the services of a wide network of third party providers, stretched broadly across geographies and segments.  While only… Read More »

French BPO Webhelp Acquires Latin America’s OneLink

French outsourcing giant Webhelp has acquired Latin America’s OneLink in a deal that will push each companies’ global ambitions forward amid intensifying contact center industry consolidation. In an exclusive interview with Nearshore Americas, Webhelp Group Managing Director Sandrine Asseraf and… Read More »

Ebook: How Can You Build an Engineering Team in Mexico Using BOT?

Nearshore Americas will unveil a new Ebook illustrating how US companies can address the talent shortage at home by building a strong IT engineering team in Mexico under build-operate-transfer (BOT) model. Titled “Build Operate Transfer 2.0”, the Ebook says remote-working… Read More »

How Proving Language Ability Can Improve Your Contact Center’s Performance

Outsourcing contact center work from a Nearshore location has given many providers an edge, but it comes with a major challenge: for most agents, English is a second language. A contact center employing bilingual agents requires fast, effective language screening.… Read More »

Miami’s Tech Moment Strengthens Bridge to Latin America

For decades, Miami has been the main entry point for migrants arriving from Latin American & the Caribbean into the United States. The connection between the South Floridian city and the region runs deep, both culturally and economically.  Though Miami… Read More »

Data-Driven Strategies Supported by Cloud Enable Digital Growth

For Brazil-based Alelo, a financial services company specialised in the management of corporate in benefits, incentives expenses for SMEs, leveraging the cloud and using a data-driven methodology to develop digital products proved essential in scaling up its digital growth.  The… Read More »

Everise Takes Stock, Moves Past Pandemic with Guatemala BPO Expansion

Dave Palmer, president of global BPO Everise, believes that the many cries of the demise of the Philippines’ as the globe’s outright BPO champion (described as a ‘meltdown’ on these very pages) were both overstated and premature.  For Palmer’s company,… Read More »

Nearshore Forum: The New Wave of Nearshore Demand

Latin America and Caribbean was among the most impacted regions of the world by the arrival of Covid-19, with Brazil, Mexico, Peru and Colombia suffering some of the highest death rates in the world. Naturally, business processes were affected. Here,… Read More »

Concentration Risk Grows as Companies Bet Big on Service Providers

A few weeks ago, a faulty update to the content delivery network (CDN) of edge cloud platform provider Fastly brought down the websites of some of the world’s most recognizable brands.  Amazon, Spotify and Reddit – as well as a… Read More »

El Salvador’s Cryptocurrency Adoption Sparks Fintech Opportunity for Nearshore BPOs

Latin American economies have long expressed interest in the advantages of cryptocurrency and blockchain technologies. Now that El Salvador announced that it would be adopting Bitcoin as an official currency alongside the US dollar, that interest has become concrete. But… Read More »

Q&A: Former GE Exec Offers Tips on Managing Outsourced Vendors

As the Nearshore industry and global outsourcing continue growing, many companies new to the outsourcing process are entering the space.  These companies have many questions they want answered. Among them are concerns over contracting practices, the best way to seek… Read More »

Why Colombia is the New Philippines

The Philippines has long had appeal as an outsourcing destination. Cost effective, with an abundant workforce and reliable infrastructure, the Asian nation enables providers to deliver an excellent service to customers in North America. But now there’s a Nearshore location… Read More »

Junior Developers and the “False Paradise” of Working from Home

The last year has been rough for everyone. But for those just starting out their careers, the pandemic delivered particularly obstructive effects.  The junior software developer position is all about absorbing and learning.  They’re often fresh out of college, do… Read More »

Why Data-Driven Approaches to Digital Growth Matter

The impact of the Covid-19 pandemic on approaches to digital transformation is set to be significant. As Forrester Research’s 30 Predictions Report points out: “2021 will be the year that every company — not just the 15% of firms that… Read More »

New Ebook Explores Crucial Advancements in Nearshore CX

Nearshore Americas is to release a new Ebook titled “The Digital Transformation of Nearshore CX”, illustrating how organizations can leverage the power of new digital technologies to enhance their customer experience (CX) service. The new Ebook was developed in partnership… Read More »

A ‘Private’ Development Hub in Honduras Leans on a Revolutionary Model

Tropical getaways for tech professionals eager to escape their own concrete jungles have been big news over the pandemic. But Próspera, a new ‘prosperity hub’ off the coast of Honduras, is taking that simple idea to the next level.  Situated… Read More »

Don’t Believe the Hype: Latin America is Not Melting Down

Read the news from Latin America lately? Doesn’t matter where you turn, it’s the same old story: the region – via corruption, violence and authoritarianism – is descending into a new level of Hell.  Latin America’s two biggest economies, Mexico… Read More »

Q&A: Uber Weighs in on the Nearshore Explosion

Lisa Stoner is the Global Head of Support Operations at Uber, meaning she is responsible for six main pillars within Uber’s global customer care and community care environment. She deals with one-on-one customer interaction, from drivers to eaters, and restaurants… Read More »

Building a Future-fit Skilling Ecosystem for Human-ware Tomorrow

In the 1980s, Japanese carmakers faced a unique dilemma. They wanted to automate, but in a manner that would not alienate their workforce. The approach they adopted is what we now call human-ware – the co-existence of humans and bots.… Read More »

Nearshore Forum: How Aviation CX Teams Met Pandemic Challenges (Video)

As countries closed their borders and travel restrictions were put in place around the globe last year, the aviation industry came to a shuddering standstill. Millions of customers, having their flights cancelled last minute, were dismayed. The customer service teams of… Read More »

Exclusive: Saint Lucia Prime Minister Puts High Priority on BPO Readiness

The pandemic shook the foundations of global outsourcing. Market giants like the Philippines saw their total dominance falter, while minnows were given the opportunity to grow. Saint Lucia Prime Minister Allen Chastanet believes that the pandemic was a watershed moment… Read More »

How to Scale Up Your Nearshore Agile Capabilities and Overcome Common Challenges

When Service Central found itself growing exponentially as customer demand increased, it needed to look at ways to maintain its agile processes while working collaboratively with their nearshore partner, Cinq Technologies.  Jeff Foster, Chief Technology Officer and VP of Product… Read More »

Jamaica Puts Focus on Upskilling as Digital Sourcing Opportunities Grow

In 2020, tens of thousands of Jamaican workers — in industries as diverse as BPO, media and the public sector — were thrust into a sudden, mass experiment in new ways of working. The need to quickly implement new methods… Read More »

Powered by the Cloud, LMS Systems are Transforming Operational CX

Learning Management Systems (LMS) have been a growing force within the BPO space for a number of years, but since the pandemic, their value has jumped. Rather than relying on traditional in-classroom training, cloud-based LMS systems have enabled BPOs to… Read More »

Nearshore Forum: Are the Colombia Protests Disrupting BPO? (Video)

President Iván Duque’s proposed tax hike triggered national protests in Colombia at the end of April this year. According to Human Rights Watch, over 60 people have now been killed during clashes between protestors and heavy-handed police and armed forces.… Read More »

Creating Tech Hubs in Greater Caribbean Basin Would Serve US Domestic Policy

During the last five years, American policy makers, voters and even some business leaders have called for the reshoring of manufacturing. This trend has been accelerated by the coronavirus pandemic-induced need to guarantee the production and transportation of essential medical… Read More »

Scaling in the Nearshore, Through the Eyes of a (Very Large) Healthcare Client

When the pandemic hit, healthcare services in the US went into overdrive. One major US health insurance firm, that sits in the top ten list of Fortune 500 companies, grew their outsourced agent headcount in the Nearshore by over ten… Read More »

Jamaica Lauded for Work From Home Adaptability

Since March 2020, Jamaica, like every country in the world, has been battling with the Covid-19 pandemic. As authorities implemented various lockdowns, Jamaicans moved dramatically toward online channels. Companies and industries responded with a whole new range of digitally enabled… Read More »

Understanding the Legal Complications of “Hiring Anywhere”

Of all the changes that the world has undergone over the past 15 months, the abandonment of the traditional office and the mass adoption of work from home is among the most consequential. The implementation of mass telework is disrupting… Read More »

Setting Up Stateside: Why These Entrepreneurs Made the Move

The source of the Nearshore industry’s work stream begins of course with the customer. Understanding their goals and objectives, as a result, is incredibly important to the suppliers trying to win their favor. How valuable is it to a company… Read More »

Why Your MSA Should be Updated, Immediately

The Master Service Agreement (MSA) is an integral piece of the Nearshore jigsaw. It’s a contract that governs the expectations of a relationship between a buyer and a vendor, spelling out the rules that need to be followed on matters… Read More »

Power Outages and Spotty Internet Raise New Questions About WFH Model

When the pandemic arrived to the region’s shores, the overnight adaption that BPOs forced to make underlined the reality of power and internet infrastructure for millions in Latin America: it is badly lacking. Agents that lived outside of cities –… Read More »

Strong Company Culture Makes All the Difference in the CX Space

Some Nearshore providers speak of the importance of culture but lack the ability to fully comprehend how it can improve outcomes for their clients. The key is to commit to full engagement with each employee, always with an eye on… Read More »

The Evolution of a Pandemic: Top Ten Articles that Rocked the Nearshore

Just over a year ago, a health crisis unlike anything seen in a century gripped the globe. Covid-19 caused borders to close, supply chains to lock up and offices to be abandoned as countries around the world attempted to protect… Read More »

Unpredictability of Pandemic Puts New Pressures on Managing Peaks

Demand peaks and troughs are a natural part of the annual business cycle and  companies across industries prepare for them each and every year.  But Covid-19 has thrown a curve ball that tested recruitment plans for contact centers, both on… Read More »

Recognizing Weaknesses, DR Pursues Vast Internet Upgrades

Digital infrastructure has been pushed into the limelight by the pandemic and is the undisputed priority of businesses and governments today. For the BPO industry, which has made a rapid transition to virtual work, broadband penetration and a digital savvy… Read More »

Sykes Goes to a “Non-Traditional” Geo in Costa Rica: What are the Lessons?

Breaking ground is never easy, even in the fertile soil of Costa Rica’s northwestern province, Guanacaste.  Flanked by the Gulf of Nicoya to the west and the Guanacaste mountain range to the east, the region overflows with natural beauty and… Read More »

Salaries for Specialized IT Talent Start to Spike in Costa Rica

Costa Rica is often considered to be the poster child for the Nearshore sector. Strong infrastructure and long-term governmental thinking have laid the foundations for the country’s in success in attracting major multinationals to its shores. But with a population… Read More »

US Under Pressure to Send Vaccines to Latin America

The White House is reportedly under tremendous pressure to send vaccines to the Latin American countries hit hard by the Covid-19 pandemic. And the Joe Biden administration is also increasingly realizing that sending vaccines is the only option to deal… Read More »

Ray Wang: Why Digital Transformation is Reshaping the Boardroom

The idea that the world is undergoing a great change at the hands of Covid-19 may sound glib. The idea of ‘great change’ has been trotted out numerous times across numerous publications over the past 12 months, yet it remains… Read More »

USMCA: An Enduring Feature of Mexico’s Nearshore Superiority, if It Can Be Maintained

The USMCA is a free trade agreement between the US, Mexico, and Canada that eliminates tariffs on most imported and exported goods. The agreement, which was ratified in 2020, is also unofficially known as NAFTA 2.0, given that it revises… Read More »

Q&A: TCS Peru on “Building Ecosystems” Within the New Economy

Sangram Sahoo, Tata Consultancy Services (TCS) Peru country manager for almost 18 years and regional VP for over nine, has seen huge changes under his watch, but nothing like the events of the past 12 months. Sahoo was with TCS… Read More »

Q&A: Jamaica’s Tourism Minister on Designing a “New Architecture” to Engage the World

The Covid-19 pandemic has had a greater impact on tourism and travel than any other disease outbreak in recent history. For the Caribbean, where tourism represents an important share of the region’s GDP, the effects of the pandemic-induced crisis has… Read More »

Mexico Restricts Businesses from Using Outsourcers for ‘Core Activities’

This month Mexico passed a law prohibiting Mexico-based businesses from outsourcing any of their services deemed to be “core business activities” to a third party. They can, however, outsource auxiliary services. In other words, an auto maker can outsource IT… Read More »

Venezuelans Find New Hope and New Opportunity with Colombia’s BPOs

Venezuela’s socio-economic implosion has caused an estimated five million people to flee their home country, with many crossing the western border into Colombia. As the Colombian government takes steps to integrate migrants into the local economy, the private sector is… Read More »

The Dollar Differentiator: Greenbacks Rule in Turbulent Argentina

In this fourth article in our review of tech salaries across Latin America we focus on Argentina. The previous article on Colombia can be found here. Hiring quality tech talent has never been easy and with the pandemic’s acceleration of… Read More »

Q&A: ThoughtsWorks’ CEO on Supporting Authentic Digital Journeys

A veteran software developer and commercial tech and intellectual property lawyer, Chris Murphy now leads the North America office the global tech development company ThoughtWorks, guiding clients in areas including enterprise modernisation, data strategy and digital transformation. Chris’ trajectory to… Read More »

AR and VR Partnership Sets Trinidad on Road to Economic Diversification

In March 2021, Eon Reality, a California-based augmented reality (AR) and virtual reality (VR) leading company, announced a partnership with the University of West Indies (UWI) Open Campus in Trinidad and Tobago. The agreement provides a $25 million grant to… Read More »

Technical Expertise is Not Enough: Agile Teams and the Secret to Client Engagement

For an agile approach to succeed, it must always be connected to the complete cycle of business value generation from the digital product perspective. Technology and product teams need to collaborate and focus on generating value and real impact for… Read More »

Free Trade Zone Laws Are Reformed, Adapting to Reality of Telework

Covid-19 could have knocked out Free Trade Zones (FTZs) in Latin America had it not been for the fast reaction of the region’s governments. Intent on protecting these points of vital economic activity, most governments granted legislation that allowed FTZ… Read More »

Will Vaccine Passports Offer a Route Out of Darkness?

The arrival of the Covid-19 pandemic in 2020 brought most economic activities, as well as local and international travel, to a standstill. As tourism accounts for half of all service exports in Latin America and Caribbean, the industry’s paralysis has… Read More »

Competition for Talent Triggers “Dog Fight” in Colombia

In this third article in our review of tech salaries across Latin America we focus on Colombia. The previous article on Chile can be found here. Booming Nearshore demand and the expansion of the region’s digital native heavyweights in the… Read More »

The Damage Done from “Blacklisting” Caribbean Countries

In late 2017, the European Union (EU) began publishing a list of countries that it claimed did not do enough to curb international tax evasion and profit shifting. The list of “non-cooperative jurisdictions for tax purposes” has been implemented as… Read More »

Vertical Focus Powers Softtek’s Expanding Footprint in Latin America

As Softtek, one of Latin America’s most recognized IT services brands, approaches in 40th birthday next year, the company continues on a gradual path of expansion highlighted by growing its operations in Costa Rica, and cementing its presence in Peru.… Read More »

Scaling Services: Software Startups Confront Challenges to Growth

The path of a software services firm growing in the Nearshore region is almost never straightforward. The challenges of achieving growth and scaling a workforce are complicated by the specific skillset and English-language skills required to work. Add to that… Read More »

Worry for BPOs as Jamaica Imposes Weekend Curfews to Curb Virus Spread

Jamaica has begun imposing weekend curfews, as the Caribbean country does everything it can to contain the new cases of Covid-19 in a worrying turn for the country’s BPO industry. Around 40,000 people have contracted the virus in the country… Read More »

Digital Recruitment Gets More Innovative, Responding to Heavy Talent Demand

The pandemic’s disruptive force has opened rich veins of opportunity for Latin American recruiters with the digital capabilities and agility to mine them. Digital recruitment, a fledgling sector in the region, is one such example. Here, the new remote working… Read More »

As Chile’s Tech Worker Deficit Grows, Government is Expected to Find Solutions

In this second article in our review of tech salaries across Latin America we focus on Chile. The first article on Mexico can be found here. Chile’s thriving digital economy has not protected the country’s tech outsourcing industry from the… Read More »

Demand for Talent is Red Hot in Mexico, Spurring Salary Spike

The pandemic accelerated the move towards a digitized global economy that was already well underway. The demand for tech talent, oversubscribed prior to COVID-19’s arrival, has been exacerbated further. Companies are battling to capture the best talent in a competitive… Read More »

PCI Certification Requires Investment and Grit

Like any business executive, Dominic Leide, President of BPO provider The Office Gurus, wants his company to deliver services at a consistently high level of  performance. For a BPO dealing with payment processing there is one clear avenue to prove… Read More »

BPOs Seize Big Gains With E-Commerce and Digital Economy Clients

Last year, consumers picked up their smart phones and opened their wallets to e-commerce. Under lockdown and with brick-and-mortar stores temporarily shuttered, millions stepped into the world of online retail for the very first time. Millions of others, already familiar… Read More »

Cuba, Still Under the Radar, Quietly Builds Stronger IT Services Foundation

The historic normalization of relations between the U.S. and Cuba during the Obama administration gave many American firms the opportunity to explore the potential of the Caribbean island as a Nearshore software sourcing destination. But the arrival of Donald Trump… Read More »

Interview: IDB President Puts Nearshore at Center of Region’s Revival (Part 2)

In Part One of our interview, IDB President Mauricio Claver-Carone explained his personal interest in the Nearshore industry. Here, he offers more insights on how Latin America can grow its regional proposition as a viable Nearshore location and in doing… Read More »

Interview: IDB President Puts Nearshore at Center of Region’s Revival (Part 1)

Mauricio Claver-Carone was elected President of the Inter-American Development Bank (IDB) in September 2020, during a tumultuous moment both for the IDB and the nations the organization serves. Claver-Carone has, in his short tenure, already demonstrated a strident interest in… Read More »

Companies Grapple With Compliance as Digital Nomadism Surges

Wherever digital nomads roam, red-tape almost assuredly will follow. The Covid-19 pandemic, and the prior increase of co-working and co-living spaces, have accelerated the use of remote work as a leading trend across industries. A study conducted by MBO Partners… Read More »

Leadership, Digital-Positivity Fire FDI Momentum in Colombia

The post-pandemic marketplace is offering Latin American countries Nearshore opportunities that simply weren’t available this time last year. Stronger Nearshore markets are jostling to capture business from the pandemic’s fallout – particularly from companies exiting Asia. But one country, Colombia,… Read More »

Why the Mexico-USA Nearshore Relationship Continues to Bloom

Historically, the trade relationship between the United States and Latin America – and specifically Mexico – has focused on manufactured goods. However, over the past few decades, there has been a shift, with more emphasis on services. The trend isn’t… Read More »

Panama vs Costa Rica: The Facts on Applying for Residency

Establishing residency in Panama or Costa Rica could offer many advantages for international entrepreneurs. But selecting a country that meets personal needs and understanding the regulation surrounding the residency process can be a challenge. Applicants need to know the facts.… Read More »

Alorica’s Nearshore Chief Opens Up About the Lessons of 2020

As the pandemic tore through the Americas in March and April of 2020, some Nearshore providers were accused of being caught flat-footed. In particular, Alorica found itself on the defensive amid heavy criticism, with the press in Jamaica and Guatemala… Read More »

The Future of Latin America Business Conferences is Still Bright

The restrictions on movement that the fight against COVID-19 necessitated brought the in-person events industry to a sudden and shuddering stop. In Latin America where the personal touch is so valued in business, the termination of in-person events was particularly… Read More »

Human-Focused Automated Recruitment to Boom

Recruiting and retaining the right talent is crucial to maintaining a competitive advantage in business. As with most processes during the pandemic, companies have had to adapt their recruitment procedures and to use the tools available to keep their recruitment… Read More »

Transcom Returns to Colombia With a Point to Prove

Five years after exiting Colombia, Transcom is returning. With a new delivery operation spread across two floors – which may grow to four – in Bogota’s Chapinero district, Transcom is stepping back into a market that previously dealt it a… Read More »

Will Digital Nomads Deliver Benefits to Caribbean Tech Ecosystems?

When Caribbean nations began rolling out so-called digital nomad visas last year, the possibility of remote working in the sun, sea and sand of the paradise islands generated headlines worldwide. Fast-acting governments from Barbados, Bermuda, the Bahamas, Antigua and Barbuda… Read More »

The Case for Uruguay: “Value and Capability” Matter Most

The small South American country of Uruguay represents a modest BPO market with a unique set of advantages and challenges. These have been brought into sharp relief during the COVID-19 pandemic, as has the country’s long-held position as a resilient… Read More »

From Conversational AI to Botsourcing: The Rush to Enhance CX

The dislocation experienced by digital workforces suddenly thrown into the Work-from-Home model has opened the door for rapid adoption of conversational AI across business environments. Companies looking to upgrade their customer acquisition process and boost customer experience are looking towards… Read More »

Next-Gen Cloud Tools Engage At-Home Workers

As the world has changed, so has the way we work. Ensuring that companies have the right tools in place for both employees and customers is crucial. Part of this is having one in which employees feel supported and trusted. Happy… Read More »

Start with Internal Discovery Before Shopping for New Locations

When evaluating Nearshore destinations, decision-makers will often gravitate to ‘name brand’ locations, for reasons that are not as obvious as you might think. In recent years, those destinations, capable of supporting the entire range of outsourcing services has included places… Read More »

Pandemic Prompts Canada to Look at Nearshore in a New Way

The pandemic has changed the way the world does business, and Canada is no exception. More people in Canada are working from home, with the big cities seeing a modesty exodus to smaller locales. Amidst this transition, Nearshore has raised… Read More »

Building Outsourcing Brands in Some of the Most Overlooked Nations of the Caribbean

According to the UN’s World Economic Situation and Prospects (WESP) 2021 report, Latin America and the Caribbean experienced a devastating contraction of 8%  for 2020 and is expected to face moderate growth of 3.8 per cent for 2021.  “The recovery… Read More »

New Pressures Build to Modernize Applications and Eliminate ‘Technical Debt’

Today’s businesses are in deep trouble if they can’t get their foundational applications to perform at their peak. Both internal and customer-facing software systems must run smoothly, without developing bugs or incurring high maintenance costs. The Covid-19 pandemic and the… Read More »

English Fluency Expectations from the North American Point of View

The Nearshore process requires high-level cooperation. Both clients and service providers should aim for agility, which means an openness to feedback and innovation. A recent survey conducted by the software company Slack found that regardless of the country or industry,… Read More »

The Right Partner and Migration Strategy is Key to Cloud Success

Spurred on by the global pandemic, the demand for cloud continues to grow. Amazon Web Services (AWS), Microsoft Azure and Google Cloud have been the big winners, with AWS even crossing the $10 billion mark. Companies are increasingly realizing the… Read More »

With Remote Work and Empty Facilities, Providers Struggle with ‘Double Costs’

Early debates about work-from-home (WFH) arrangements tended to assume companies would save money on rental costs through their implementation. But in practice, many firms – including Nearshore IT and BPO providers – have incurred extra costs through running office infrastructure… Read More »

Online Content Moderators Are Still Undervalued

In a recent interview, an online content moderator told Nearshore Americas that she spends between eight and ten hours each day sifting through social media comments and classified ads in search of offensive material. The Mexico-based freelancer, who asked not… Read More »

Building a Loyal Culture is Key to Success in the Nearshore

We all know that loyalty and trust have to be earned. But it is also true that some individuals and cultures are more inclined to value these qualities. This is certainly true in Latin America, where familial and societal bonds… Read More »

Improvise and Evolve: Crisis Management Lessons from Post-Hurricane Puerto Rico

When it comes to the topic of business continuity, Puerto Rican executives have some valuable insights. In September 2017, Hurricane Maria devastated the U.S. territory – claiming more than 4,600 lives and leaving the entire island without power. In the… Read More »

Seven Ways to Build Your Nearshore Brand in 2021

Creating a unique and positive image in the marketplace should be at the top of the list of priorities for all Nearshore providers this year. The concept of “brand building” is as relevant to business-to-business (B2B) companies as to those… Read More »

Trinidad and Tobago Sets Sights on BPO Expansion

The wealth of English-speaking talent in Trinidad and Tobago is working to its favor, alongside its prime location outside of the hurricane belt and sustained government support. The country is enjoying increased interest as a Nearshore destination – and the… Read More »

Covid Vaccination Rollouts Projected in the Nearshore

Most countries in Latin America and the Caribbean are making preparations to immunize their citizens against coronavirus, but analysts say the region may take more than a year to achieve “herd immunity”. Latin America accounts for nearly 8.4% of the… Read More »

How Automation Enabled a Shift to 100% Online Talent Acquisition

Through automation, the BPO company Alorica was able to lower its investment, while still increasing candidate satisfaction and shifting towards a seamless online application process. Covid-19 has changed the way most companies operate. Adapting to that change wasn’t easy, especially… Read More »

GFT Costa Rica Case Study: Using Cloud and Agile to Aid Clients Adapting to Covid

As the global pandemic continues to transform the way we do business, it is also making customers look differently at the Nearshore and recognise the cost savings and agile approaches that the Nearshore can offer. There are many lessons to… Read More »

Uruguay’s Fintechs Move from the Shadows to the Spotlight

Fintech companies have grown exponentially across Latin America in recent years, leveraging technology to undercut and outperform banks. Uruguay has emerged as a surprise contender on this front. Earlier this year, the fintech venture dLocal reached a valuation of US$1.2… Read More »

A Successful Nearshore Operation Needs a Mission

Too many providers in Latin America are heavily focused on the Nearshore business model, without understanding the larger implications of delivering services to the United States. However, when it comes to software development, some companies have a mission that expands… Read More »

Curitiba Fights, Along with the Rest of Brazil, to Gain Traction in Nearshore IT

Despite Brazil’s sluggish economy, the country still attracts robust IT spending, with clients and investors attracted by its excellent software talent and thriving startup scene. Much of this activity is centered around the southern city of Curitiba. With a population… Read More »

Psychographics: The New Criteria for a High-Performing Nearshore Workforce

The surge of remote work in 2020 has transformed the Nearshore labor market, so much so that talent acquisition professionals need a drastically different approach to evaluating the suitability of potential candidates. Before this year, demographics such as age, education,… Read More »

Four Best Practices for Developing High Availability Applications

User experience is now at the forefront of most organizations’ software development strategies. Service outages or system failures that disrupt users can quickly damage brand reputation, leading companies to find high availability solutions that prevent downtime. In a nutshell, high… Read More »

Freelance Platforms Are Disrupting the Traditional Nearshore Model

Benito Abraham credits the freelance platform Upwork with giving him and his career a new lease of life. After 12 years in a senior role at a traditional tech outsourcing company, he made the switch to freelancing as a software… Read More »

Price Benchmarking Grows More Intelligent, Forcing Greater Transparency

Benchmarking has long been a source of strain for the relationship between customers and service providers. The potential for disagreements over price comparisons and contractual obligations is huge, and market price analysis can easily lead to bickering. But new developments… Read More »

Covid-19 Vaccine: Not All Nearshore Regions to Benefit Equally

There has been some blockbuster news regarding a possible Covid-19 vaccine – first from Pfizer-BioNTech, then from Moderna. These ands other vaccine developments could have profound implications for Nearshore providers. The initial Pfizer-BioNTech announcement stated that the vaccine had an… Read More »

IT Providers Frustrated by Years of H1B Visa Chaos

As the US government continues to restrict the movement of tech professionals with H1B visas, foreign IT services providers are feeling frustrated, with a few of them questioning how to sustain the previously durable model of servicing US clients. Over… Read More »

Biden and a New Era of Engagement in the Caribbean

The United States is enduring a period of intense internal struggle. As these battles wage on, one naturally questions the level of engagement the new Biden Administration will have with the English-speaking Caribbean given the domestic issues he faces. We… Read More »

The 7 Biggest Reasons to Renegotiate Your IT Contract

IT contracts can have a lot of pitfalls. Deciding to renegotiate is a big step but for many clients the last few months have exposed partner weaknesses that are too large to ignore. Nearshore Americas breaks down some of the… Read More »

Corporate Venture Capital and the Nearshore Opportunity

The pandemic has accelerated the push to digital transformation, with corporate venture capital (CVC) on the move. This global phenomenon includes Latin America, where CVCs are extending their reach. “CVC thrives when there is disruption and opportunities, and Latin America… Read More »

Teleperformance Gets Behind “Cloud Campus” Model in Colombia

The Covid-19 lockdowns that began earlier this year threw the BPO sector into disarray. International media outlets have reported extrensively on the delays and disruptions to service as contact centers across the world suddenly moved their labor force to a… Read More »

South Africa Takes Aim at the Americas and Wins With Empathy

When the full force of the global pandemic hit, many client organizations suddenly recognized that the quality of their customer relationships needed to be understood at a much deeper level. This realization led to another discovery: when it comes to… Read More »

Nubank Plants a Flag in Colombia

Nubank, the fast-growing Brazilian neo bank, has announced that it plans to invest more than US$150 million in the next eight years in Bogotá, Colombia, as part of a new technology hub focusing on data science and design. The Colombian… Read More »

Flexshoring: Minimize Risk by Merging Nearshore and Offshore BPO Teams

As we inch closer to another uncertain year, organizations can rely on one thing and one thing only: long-term survival depends on bulletproof risk mitigation strategies. When it comes to mitigating risk in customer service delivery, diversification is the name… Read More »

Five Tips for Selecting a Nearshore Development Partner in 2020

With remote work dominating the business world, the availability of international resources with technical expertise and English proficiency has exploded, making Nearshore software development one of the most attractive options available to US organizations. From our viewpoint, there’s never been… Read More »

Company Culture Has Become the Key Competitive Differentiator

With the economic fallout of the Covid-19 pandemic set to continue well into 2021, employers in most industries are facing tough decisions on how to cut costs and survive with strained budgets. But minimizing the impact on employees should be… Read More »

Nearshore’s Top 20 Social Media Influencers

One of the most immediate ways to access the Nearshore business conversation is through social media. It is where truths are revealed, theories are questioned, and provocative ideas grow into powerful mechanisms of debate and discovery. Gaining knowledge on popular… Read More »

Product Support: What Can Nearshore Learn from Offshore?

US organizations have been outsourcing product support to offshore locations for many years, but as Nearshore’s reputation continues to rise, North American companies are growing more curious about the region’s viability as an alternative. With its advantages of time zone… Read More »

Fintech Platforms Push Voice Support to the Back of the Queue

With financial technologies – fintech in current parlance – the need for customer service that can provide knowledgeable, timely interactions, should be front and center. Given that fintech platforms pose unique risks to consumers, it would seem that voice support… Read More »

Data Analysts are Crucial as SMBs Pursue “Frictionless” Customer Experience

Complicated checkout procedures, hidden shipping costs and software that fails to remember personal details across platforms all contribute to low conversion rates in e-commerce.  Nearly 70% of online shoppers abandon their cart before completing the transaction, according to Bolt, an… Read More »

New COVID Cases Decrease in South America, Except for Argentina

COVID-19 deaths are declining steadily across South America since July. Brazil, the worst-hit country in the region, has seen a 40% decrease in both daily infections and deaths from the virus in the past three months, according to The Wall… Read More »

Lack of Transparency is the Achilles Heel of “Old Guard” Software Partners

As smaller Nearshore outsourcers experience explosive growth, sometimes taking major contracts away from incumbents, the big players are challenged to change how they do business. However, the old guard’s culture may not be equipped to embrace the radical new practices… Read More »

Preparing for the Arrival of “AI Ethicists”

An acclaimed and alarming documentary, The Social Dilemma, was released on Netflix this month, prompting countless newspaper columns and online debates about the dark side of social media, big data and artificial intelligence. The film is indicative of a rising pessimism… Read More »

As Guadalajara Takes a Hit, Real Estate Woes Force New Conversations

When the pandemic arrived earlier this year, there was significant uncertainty within the real estate market in Guadalajara, Mexico. Global outsourcing providers pivoted to embrace more work-from-home agents, while also adopting social distancing within delivery centers. Now, large real estate… Read More »

Where Nearshore Newcomers Can Overcome Their Disadvantages

Don’t let a rocky US economy or the shock and awfulness of a global pandemic fool you, 2020 is turning out to be the year when global contact center organizations brought the concept of Nearshore expansion to a whole new… Read More »

Integrating UX Research into Agile Frameworks: A Crucial Step in the Development Process

Successful technology firms have been using agile methodologies to streamline and energize their processes for the past two decades. Overall, these firms are engaging in a worthwhile endeavor. The latest Standish Group Chaos Study shows agile projects are twice as… Read More »

Datafication and Last-Mile Logistics Are Major Opportunities Says PlenumSoft Founder

Clients need solutions. Aside from the obvious economic gap that Covid-19 created between growing technology needs and descending cash flow within companies, most businesses are still asking for different ways to involve digital solutions in their strategies. Given this context,… Read More »

US BPO Firm iQor Holdings Files for Bankruptcy Protection

iQor Holdings has filed for chapter 11 bankruptcy protection, as the US BPO provider finally opts to address the debt load that has long hampered its growth. The company currently has debts in excess of US$1 billion, according to a… Read More »

Landing AI Uses Small Data to Improve Quality and Make AI More Accessible

Internet giants like Google and Facebook have taken a leading role in the development of artificial intelligence (AI) and that is down to one thing: data. Owing to their billions of daily active users and aggressive information-gathering methods, these companies… Read More »

Mexico and Colombia Recognize the Urgency of Artificial Intelligence

The artificial intelligence revolution has arrived. McKinsey estimates the global impact of AI will deliver the equivalent of an additional $13 trillion into world economies by 2030. PricewaterhouseCoopers forecasts an additional $15.7 trillion in that same year. Others believe those… Read More »

Quality of Life Drives Investor Interest in Trinidad and Tobago

When it comes to attracting talented staff and robust international investment in an increasingly competitive environment, quality of life can play a major role. According to the OECD Indicators of Talent Attractiveness, quality of life is an important factor in… Read More »

Infographic: Agile Only Works When Clients are Engaged

In recent years, executives across the Nearshore region have turned to agile methodologies to improve their business outcomes, and that trend has accelerated even further during the era of Covid-19.  But with so many companies relying on this approach, it’s… Read More »

UX Design Massively Influences the Customer Experience: Here’s Why

A growing body of research demonstrates that great UX designers have a positive impact on customer satisfaction and profitability. Last year, data collected by the software developer UserZoom revealed that 70% of enterprise CEOs now see UX as a competitive… Read More »

Managing the Mental Health of an Isolated Workforce 

Early debates about work-from-home (WFH) tended to focus on the practical implications: the missed deadlines, the patchy internet infrastructure and the complex new hiring processes. But four months into the WFH transformation, the Nearshore community is waking up to the… Read More »

Nearshore Americas’ Founder Explores Philippines “Meltdown” and Ascendancy of Latin America

The BPO sector in the Philippines was thrown into crisis by government lockdown measures and  work-from-home (WFH) logistical complications in response to the Covid-19 pandemic. In a recent interview with Outsource Accelerator, a Philippines-based publication, Kirk Laughlin, the founder and… Read More »

The Miami Heat’s Mobile App Dream Team Grew From El Salvador

Running a pro basketball team and a top software development firm are very similar endeavors, says Darwin Romero, co-founder of Applaudo Studios, a tech company headquartered in El Salvador. Romero first noticed the parallel in 2018, when Applaudo began its… Read More »

Protocols, Policies and Bio-Security: Central America Grapples with a New Normal

Nearshore businesses with operations in Central America have been doing their best to protect workers amid the ongoing spike in Covid-19 cases across the region. Each country has responded to the pandemic is its own way, and companies have had… Read More »

Monterrey and Sutherland Proved Resilient During First Wave of Covid

Businesses in the northern Mexican state of Nuevo León appear to have handled the pandemic reasonably well, compared to other parts of Latin America. The capital city, Monterrey, has proved resilient, even as the state surpasses 18,000 accumulated cases of… Read More »

Caribbean’s Top Tier Destinations See Robust Activity

Business process outsourcing (BPO) operators in the Caribbean are preparing for growth, while some are already in expansion mode, industry insiders revealed to Nearshore Americas. The outlook is positive for the global services industry in established destinations such as Puerto… Read More »

E-book Introduces a Brand-New Nearshore Destination: Villa Nueva, Guatemala

If you’re keeping a list of exciting new Nearshore destinations, we recommend placing Villa Nueva, Guatemala at the top. The basis for this recommendation, and why Villa Nueva is unlike many newly emerging locations, can be found in a newly… Read More »

Transparency: IDB and Microsoft Expand Investment Map to Counter Corruption

The InterAmerican Development Bank (IDB) and Microsoft have cemented a new partnership with the InvestmentMap – a landmark initiative which aims to reduce corruption in the Latin American region. With spending at an all-time high under Covid-19 conditions, the IDB sees… Read More »

Choice Locations for Portuguese Language Support

Entrepreneurs and investors looking to service Brazil will need to closely analyze where they source Portuguese language support. Not surprisingly, the most affordable options are found outside Latin America’s most populous country – in communities with a cheaper tax structure.… Read More »

The Tricky Role of CTOs in the Age of Coronavirus

Challenges presented by Covid-19 are changing the way Chief Technology Officers (CTOs) think about their job and the operational environment, not least because they are now forced to find new solutions in the context of work-from-home arrangements. Supply chain disruption,… Read More »

Education and Language Power a “High Energy Workforce” in Trinidad

The quest for well-educated, English-speaking talent is one of the most significant factors when deciding on BPO destinations. Trinidad and Tobago was highlighted as having “one of the largest pools of English-speaking talent in the Western Hemisphere outside of North… Read More »

Canada Welcomes Tech Workers Escaping US Visa Hassles

For André Ferreira, a move to Canada was all about finding peace of mind. The Portuguese software engineer had been living in the United States since 2016. But with his visa expiring and his chances for renewal in doubt, he… Read More »

Nearshore 101: Customers, Do You Know What You Are Buying?

While the value proposition of a global services provider is greater than ever before, changing economic conditions mean first time outsourcing buyers need to be even more vigilant in evaluating potential partnerships. “Buyers in the outsourcing market often encounter several… Read More »

Hybrid Success: Merging Traditional Contact Center Support with Work-from-Home

Contact center outsourcing clients want guaranteed business continuity and security that is out of reach for BPO providers that are either pure-play brick-and-mortar or work-from-home (WFH) providers. The only real solution is the strategic blend of brick-and-mortar and WFH that… Read More »

Champion-Challenger Comparisons Have a Role to Play in Scrutinizing AI

Champion-challenger outsourcing involves multiple contact center providers competing for future work. Although that can lead to companies collaborating with the best known partners, it has also opened the door for intreprid and innovative challengers with much smaller operations. “Companies aiming… Read More »

Artificial Intelligence: Resist the Hype and Embrace Critical Thinking

As global services executives adjust to meet new demands and markets, they are more enthusiastic than ever about leveraging Artificial Intelligence (AI) in their business processes. But Chip Wagner, the CEO of ISG Automation, warns that many companies are falling… Read More »

Trump’s Suspension of H1B Visa Creates Instant Opportunity

Industry experts argue that new immigration restrictions in the United States will not benefit jobseekers and could ultimately create opportunities for Latin American technology talent. Last month, President Donald Trump issued an executive order suspending H1B visa processing, arguing the… Read More »

Will Chatbots Remove the Need for Accent Neutralization?

Amid the Covid-19 pandemic, customer experience leaders are trying to adapt – on the fly – to changes in customer behavior. On their radar for several years now have been chatbots – robots that imitate human conversations through voice commands,… Read More »

Companies Reach for Expert Assistance in Remote Employee Screening

For many knowledge-services organizations in Latin America and the Caribbean, recruiting during the era of Covid-19 means taking a leap in the dark. However, there are many systems available to assist in the process. Companies can call on a range… Read More »

How to Recognize a Robust, Reliable Work-From-Home BPO Solution

Nearshore contact centers with work-from-home (WFH) capabilities are more reliable than ever, giving brands the opportunity to protect their business continuity strategies well into the future. While WFH has been an option for years, most Nearshore BPO, contact center and… Read More »

Puerto Rico Takes Technology Seriously and It’s Starting to Pay Off

Puerto Rico is making the most of Covid-19’s disruptive force by staying laser focused on feeding the development of a tech-services industry that has, for the longest time, been rich with potential but short on sustained success. That dynamic is… Read More »

Despite COVID-19 “Red Zone” Status, Nearshore Rides a New Wave of Popularity

In recent weeks, confirmed coronavirus cases have surged across Latin America, leaving existing healthcare deficiencies and economic vulnerabilities exposed. Earlier this month, the World Health Organization (WHO) described the region as the new “red zone” of global Covid-19 transmissions. But… Read More »

Trinidad: Infrastructure is Key Differentiator in New Era of Work-from-Home

With its stable infrastructure, diverse and educated talent pool and excellent geographic location, Trinidad and Tobago has emerged as a serious contender in supporting the work-from-home (WFH) model for BPO. In a post-Covid world, working from home seems set to… Read More »

New Health and Environmental Standards Put Added Cost Burdens on BPOs

Business process outsourcers are interpreting a labyrinth of new government regulations, across an assortment of geographies, as they come to grips with a rapidly-changing playing field. As challenging as work-from-home (WFH) has proven to be, many companies have also seen… Read More »

Nearshore Americas Makes Several Key Staff Additions

Nearshore America’s has added four new employees in a move driven to align with the recent upswing in global IT and BPO interest and activity, targeting Latin America and Caribbean. Stephen Woodman, a journalist based in Guadalajara, Mexico, has joined… Read More »

The Next Best Thing to an In-Person Site Visit

Business travel across the Americas has come to near standstill in the context of the coronavirus crisis. Lockdowns and mobility restrictions have kept employees grounded, with 96 percent of companies reporting that they have canceled or suspended most or all… Read More »

Bogota Brims With Bullishness, Sees Post-Crisis Upswing

Though the Covid-19 pandemic has caused a frenzied panic for businesses across Latin America – and the world – stakeholders in Bogotá’s outsourcing industry are brimming with optimism that the industry could come out stronger as a result. Employing an… Read More »

Prospect of Selling Captives Comes into View for Cash-Strapped Corporations

The economic pain that the pandemic is delivering to the global economy is having all sorts of ripple effects. One of them is the sudden prospect of major corporate customers selling off captive centers in order to overcome a worrying… Read More »

How Did Services Companies in Costa Rica Do It?

The norm across Latin America has been lockdowns, curfews, and mandatory quarantines to deal with the disruptions of COVID-19. Costa Rica has followed a different approach. Despite the lack of mandatory quarantines or any other extremely restrictive measures, Costa Rica… Read More »

Uruguay Thinks Creatively About Redistribution of IT Talent

The coronavirus pandemic has delivered a direct hit on a number of software services companies in Uruguay. Attempting to turn a negative experience into a positive outcome, leaders of the country’s IT ecosystem have devised a platform to transition newly… Read More »

Tec De Monterrey Dean: Reasons to Believe in the Next Generation of Nearshore Professionals

Ignacio de La Vega is optimistic about the future. As a dean and professor at Mexico’s Instituto Tecnológico de Monterrey (ITESM), he believes the prestigious college has already laid the groundwork for the next generation of skilled IT specialists. With… Read More »

Country-by-Country Update: Surging Demand Puts Electrical Grids to the Test

Ernst and Young, in a recently published review of energy trends, says demand for power is outstripping supply in  Latin America and the Caribbean, and matters are likely to get worse before they get better. “Shared journey, different choices: Will Latin America realize its energy future,” penned by Gavin Rennie… Read More »

Where the 22 Top Nearshore Nations Stand on Entry by Foreigners

One of the most essential aspects of doing business in the Nearshore region has been interrupted for over two months now – and that, of course, is the practice of entering the country and conducting business face-to-face. The sudden closure… Read More »

Jamaica Endures and Adapts as Crisis Sends BPOs into State of Upheaval

The BPO industry in Jamaica is going through an unprecedented period of upheaval and, as is the case in many other popular Nearshore destinations, how things will look when the crisis abates is very difficult to forecast. For more than… Read More »

Prestigious US Tech Firms are Underpaying H1B Visa Holders

A Washington-based think tank has leveled serious allegations against top tier US technology companies, charging that they are systematically underpaying H1B visa holders. The Economic Policy Institute (EPI), makes the accusations against Google, Microsoft, Apple, Uber, Amazon, Qualcomm, IBM, and… Read More »

Argentina IT Runs Risk of Cash Flow Interruptions

Although virtually all countries in Latin America and the Caribbean are facing some level of disruption because of the COVID-19 pandemic, the severity of the pain is clearly going to vary from location to location. On one hand, the Economic… Read More »

RPA Proves that Automation has Immediate Impact for Customers

Last month, on our edition of The Exchange, focused on third-party risk management, Linda Tuck Chapman, a globally recognized expert on third-party risk management and President at Toronto-based Ontala Performance Solutions, defined Robotic Process Automation (RPA) as the third stage… Read More »

The State of High-Speed Internet in the Caribbean: What’s The Real Story?

High-speed Internet services always have been a factor in the Nearshore services proposition. But in the last two months, the Coronavirus pandemic has dramatically re-ordered typical operational priorities. Quality broadband connections are suddenly hugely influential to outsourcing customers, providers, telecom… Read More »

The Keys to Making Agile Work in the New “Remote Office”

Agile software development methodologies, like Scrum, rely on frequent communication, meetings, and visual aids, like blackboards and post-its, to boost concentration and team efficiency. In times of COVID-19, how are agile requirements affected by remote work environments? César Arce, an… Read More »

Hiring in the Time of COVID-19 Remains Robust, Especially in Costa Rica

As the coronavirus pandemic triggers a worldwide recession, most of the attention has focused on companies being forced to lay off employees. However, amid the economic carnage, there are rays of hope and optimism across the Nearshore industry as companies… Read More »

Jamaica Government Institutes a 14-Day Timeout for BPOs

The Jamaica government has ordered all BPOs operating in the country to close their centers for 14 days starting tomorrow, in the latest bid to halt the spread of the coronavirus. The order comes after dozens of employees at Alorica’s… Read More »

Demand for High-Speed Internet Will Keep Rising, Even After Lockdowns

With cities and countries around the world facing lockdowns and quarantines, work-at-home has become a necessity in the times of COVID-19. The Nearshore IT and BPO sectors have mounted massive efforts to transition hundreds of thousands of workers into domestic… Read More »

Jamaica BPO: Pressure Intensifies to Adapt to a ‘Silent Menace’

For the last two weeks, Jamaica has taken increasingly aggressive steps to manage the COVID-19 crisis, as the country grapples with a slow but steady increase in diagnosed infections.  The Jamaican government has closed its airports to incoming flights, shuttered… Read More »

A Matter of Law: Q&A Confronts the Legal Fallout of COVID-19

The disruptions caused by COVID-19 pandemic are remarkably similar from country to country and from provider to provider in the Nearshore region. The common experience of confronting the crisis can also be seen in the legal sphere of global outsourcing… Read More »

Curfews and Quarantines Sweep Through Latin America

As many as 13 countries in Latin America have imposed curfews or mandatory quarantines of some sort, as they launch an all-out battle to stop the spread of  COVID-19. The measures vary greatly, from nation to nation. Still, a significant… Read More »

CI&T’s 2020 Outlook: The Only Certainty is Uncertainty

The Brazilian tech company CI&T is familiar with robust growth. For the past 15 years, the company has doubled in size every three years. And despite the coronavirus pandemic and the unpredictable fluctuations in the Brazilian real, the firm is… Read More »

Mexico and Nicaragua Defy Warnings: A Case of Negligence or a Different Type of Calculation?

Even after the World Health Organization (WHO) declared COVID-19 as a pandemic and governments throughout Latin America implement harder measures to contain the spread of the novel coronavirus, authorities in Mexico and Nicaragua are going in a completely different direction.… Read More »

Trying to Tame COVID-19, Central America Call Centers Forced to Take Drastic Steps

The COVID-19 pandemic and public outcry, mainly on social media, have pushed governments in Central America to put new restraints on the call center business, including ceasing operations within delivery centers. In many instances, call center workers have been sent… Read More »

What do Contact Center Agents Really Expect?

Sure, big hiring bonuses are alluring, fair and reliable paychecks are a necessity as is a safe work environment, but what else are contact center agents really looking for from their employer? In an industry where high churn rates severely… Read More »

The 3 Assets that Give Bolivia’s Software Ecosystem a Big Boost

As competition increases in the Nearshore software development sector, countries will need to demonstrate how they provide additional value to the ecosystem and stand out from the crowd. The core selling points of the Nearshore market—strong English capabilities, cultural affinity… Read More »

A Formula that Works: The Story of McKinsey in Costa Rica

McKinsey & Company is, without question, one of the most influential consulting firms in the world. Of its 30,000 colleagues (the preferred term for employees at the organization),  almost 1,100 work at the firm’s Costa Rica delivery site. That makes… Read More »

How to Create a Good UX in Fintech Apps?

The best premise in UX is creating apps that you would NOT be too lazy to use. How many times have you automatically pressed that “Skip” or “X” button even before reading what the information is about? And that is… Read More »

The Playing Field Still Favors Male Entrepreneurs in the Nearshore: Here’s Why

Both male and female entrepreneurs in Latin America and the Caribbean (LAC) routinely lack funding sources to fuel their businesses, but the problem is clearly more acute for females, particularly in science, technology, engineering, and math. Susana García-Robles is the… Read More »

Introducing “The Exchange” and Tracking the Evolution of Nearshore

At some point in the last year, the editorial team at Nearshore Americas recognized a gap in our coverage. Although we can claim a lot of authority having posted over 7,000 pieces of content and spoken to literally thousands of… Read More »

Why Innovation Requires Both a Bottom-Up and Top-Down Approach

Developing an ethos of innovation as part of company culture in the context of a BPO can be a tricky goal. For many organizations, the focus is on a top-down strategic innovation approach that prioritizes research-inspired themes or industry trends… Read More »

Inside Uber Costa Rica: Incubating New Products and Driving Process Discipline

Uber opened its Latin America Center of Excellence in 2016 in Costa Rica. Now, just over three years later, Karla Webb, a well-respected Costa Rican business leader who grew to operations head at Concentrix Costa Rica during the last several… Read More »

Nimble and Tech Savvy, Cloud-Based BPOs Expose Weaknesses in “Old Economy” Model

The evolution of the BPO industry is being shaped by the cloud, with smaller, nimbler start-ups taking advantage of the lower barriers to entry that the cloud offers. While the last few years have seen the creation and domination of… Read More »

Stefanini Lays Out Vision for Raising Latin America’s AI Competitiveness

Brazilian multinational IT company, Stefanini, presented an analysis of the potential of Latin America for AI development as part of INSEAD’s 2020 Global Talent Competitiveness Index (GTCI) launched in Davos, during 2020’s World Economic Forum (WEF) meeting several weeks ago.… Read More »

Siemens Plans Cuts to Costa Rica Shared Services Operation

One of Germany’s largest multinational companies, Siemens, has revealed plans to scale back its shared services operations in Costa Rica, as part of a set of global transformations in the German conglomerate. The company has not made clear whether the… Read More »

How Bolivia Is Evolving Into a Nearshore Development Contender

Thanks to the efforts of private companies and growing interest from its national government, Bolivia is showing increasingly positive signs of becoming a contender in the Nearshore software development market. With a population of only 11 million people and over… Read More »

Globant Ventures Invests in Speeding Up Recruitment with Neuroscience AI

Robin Tests is an Argentinean startup that promises to predict talent and cognitive skills via neuroscience games and automated supervision. For a hiring-intensive company like Globant, the capabilities of Robin Tests were too attractive to ignore, so a move was… Read More »

TCS Maps the Next Generation of Talent Engagement

From a commercial perspective, Tata Consultancy Services (TCS) has experienced extraordinary success over the last 18 years of operating in Latin America. The organization went from launching a modest-sized operation in Uruguay, starting in 2002, to today employing over 17,500… Read More »

AWS in Latin America: Public Sector Drives a Winning Strategy

Amazon Web Services (AWS) is betting on Latin America. Last year, Bloomberg reported that Amazon prepares to invest $800 million to build and operate a mega data center in northern Argentina. Currently, AWS has operations in Colombia, Brazil, Mexico, and… Read More »

New Demand for “High Touch” Back-Office Services

In recent years, there has been an increasing demand for nearshore providers to offer back-office support. At times, a client will first engage with traditional client-facing BPO before moving up the value chain. Where a company has a more seasoned… Read More »

Global Companies Operating in Mexico are Reducing Investment: Here’s Why

2019 wasn’t great for the Mexican economy. The GDP stagnated, the country become far more inward-looking than anytime in recent history, and violence reached an historic peak. In that context, international companies operating in Mexico also hesitated to make investments… Read More »

Midmarket BPOs Bring an Agility that ‘Big Players’ Just Don’t Have

As larger BPO organizations continue to swallow up small and medium-sized BPO providers, the need for agile midmarket BPOs becomes ever more vital. In just four years, there has been a significant turn towards industry consolidation – and it is… Read More »

Workforce Management in the Next-Generation Call Center: Realities, Tips and Challenges

Workforce Management (WFM) can be the make or break for BPO operations. Not having a functioning WFM team central to the company’s operations is going to mean one thing: revenue lost – after all, the ultimate goal of WFM is… Read More »

How to Find and Retain Remote Devs in Latin America

It’s no secret that software developers have become key assets to practically every industry in the world. This has led to a wider pool of opportunities for these professionals, which can make finding and retaining the best tech talent quite… Read More »

Compatibility and Culture Drives Advantage to Acquire Tijuana-Based Provider

Canada-based Advantage Communications announced this week a deal to acquire a majority share in First Kontact, operating in Tijuana, Mexico, marking Advantage’s first significant entry into the Spanish-English bilingual services market. Gregory Hough, President, and CEO at Advantage Communications, told… Read More »

Why American English Fluency Matters in the Call Center

Have you ever called into a customer service line and known you were talking to someone 3,000 miles away? That distance is about more than physical separation; it can mean an inability to connect and to understand each other, and… Read More »

Inside Latin America’s ‘Brain Power’ Hubs

Latin America’s IT ecosystem is on the rise. Although no country in the region ranks among the world’s top 50 nations in innovation, some nations have done their homework on skilled labor training and continue to make important strides in fueling development of the lifeblood of the digital economy: Brain Power.

TCS Expands in Querétaro with 100% Agile Delivery Center

Tata Consultancy Services (TCS) Latin America officially inaugurated this month a new 100% agile delivery center in the City of Querétaro, Mexico as part of the company’s global goal of adopting agile as an operating methodology by March, 2020. Rajeev… Read More »

Sula Valley’s Culture of Innovation is Key Driver for BPO Investment

Honduras’s second-largest city, San Pedro Sula, has a lot to offer the BPO industry, with the city’s civic and business leaders working hard to make the location appealing to providers. “San Pedro Sula’s new Municipal Development Plan (PMDM), adopted in… Read More »

Avantica Starts a New Chapter With Indecomm Acquisition 

IT nearshoring pioneer, Avantica Technologies, announced this week that it has been acquired by global outsourcing provider, Indecomm Digital Services, marking yet another significant acquisition among top-tier Nearshore software services companies in recent months. In a conversation with Nearshore Americas,… Read More »

Hola Code: Mexican EdTech Startup Capitalizes on US Returnees

A small Mexico City-based startup called “Hola Code” is slowly transforming into a university of sorts, serving as a springboard for deportees to launch careers in information technology. “We teach them programming languages, such as JavaScript and HTML, before putting… Read More »

Compliance Mandates Lead to More Aggressive Background Checks

The level of compliance that companies meet when hiring job applicants and suppliers, especially when it comes to data protection and fraud prevention, is a critical differentiator for nearshore outsourcing. For companies that are subject to strict anti-corruption regulations, such… Read More »

Citing ‘Enormous Pipeline of Opportunity’, Itelbpo Expands into Saint Lucia

Itelbpo Smart Solutions is set to launch new operations in Saint Lucia, with the Jamaican company signing a deal with local investment promotion agency, Invest Saint Lucia, for housing a contact center in Vieux-Fort, a town in the southernmost point… Read More »

Saturation a Concern in Costa Rica? Forget About It

Central America’s most popular outsourcing destination has always been an attractive choice for businesses: close proximity to the U.S., no trouble finding agents with excellent English skills, educational standards higher than average for the region and economic and political stability.… Read More »

The Case for a Sustainable BPO Ecosystem in Honduras

For nearshore providers, many factors go into country selection, with labor availability and quality being among the most critical. Both these factors are present in Honduras, which has a population of about 9.3 million, and which is well-positioned to staff… Read More »

Untapped Potential: What Will it Take to Get Latin America Innovating?

Latin America’s innovation potential continues to be largely untapped as many countries in the region spend, comparatively, the least amount of money on education and research and development (R&D) activities, a report shows. The Global Innovation Index 2019 shows no Latin… Read More »

The General Data Protection Law: A New Paradigm for Data Protection in Brazil

Brazil’s new data protection regulation will come into force in August 2020. The General Data Protection Law (LGPD in Portuguese), which adopts best practices on transparency, legal certainty and efficiency, will make a difference in how companies in Brazil operate.… Read More »

The Most Common Mistakes Placing Work in the Caribbean

Choosing the Caribbean to engage third parties for services and support often makes a lot of sense. The region is a great option because of inherent cultural similarities, wide availability of native English speakers (north of six million in twelve… Read More »

Chinese Tech Giant Huawei Bets on LatAm App Makers in $50 Million Mexico Move

Chinese telecom gear maker Huawei is set to invest US$50 million in Mexico as it begins persuading Latin American software writers to develop applications for its devices. A portion of this fund will go towards building a lab in Mexico,… Read More »

Under Fresh Leadership, Atento Takes Another Shot at the US Market

For Spanish contact center giant Atento, dominance in Spanish-speaking markets has come naturally – but gaining market share in the United States has been an entirely different game. “Atento hasn’t paid enough attention to the US market in the past,… Read More »

In Tijuana, U.S. Business Culture is Close to Home

The alignment of business culture is a critical component for the success of any outsourcing engagement. As clients look around the world for an ideal fit, they can face cultural challenges that affect business execution. It’s often the case that… Read More »

Webinar Takes on the Most Critical Topic in Nearshore Development

In is not an overstatement to say that the future of software delivery from Latin America rests on the ability of development teams to generate solutions that answer the demand for digital innovation. Digital – as we know – is… Read More »

Can El Salvador, After Years of Success, Keep Riding the BPO Wave?

El Salvador was one of the first outsourcing destinations that would spring to mind in the BPO world back in the day – but how does it fare in 2019? “It’s not as it was five years ago where you… Read More »

Moving Up the Value Chain Becomes a More Serious Focus for Jamaica

Jamaica’s investment and trade promotions agency, Jamaica Promotions Corporation (Jampro), is looking to establish higher-end jobs in the knowledge-services industry and there is growing recognition that such an undertaking will required sustained commitment and focus. Vice President of Sales and… Read More »

Colombia’s ‘Conflict Zones’ are Hot for a Whole New Reason

Colombia’s former conflict zones were a subject of significant focus during last week’s 2019 Investment Summit in Bogotá, which in addition to hosting President Iván Duque Márquez, brought new attention to the country’s investment attraction regime. As a bitter half-century… Read More »

Getting the Balance Right: Happy Employees, Excellent Results

In the results-driven world of BPO, employee happiness often seems to be in conflict with the notion of exceptional delivery for customers, but the reality is that these two aspects are not really in opposition. In fact, happy employees are… Read More »

As BPOs Report a Resurgence, Is Nicaragua in the Clear?

Nicaragua went through some of its worst political turmoil in 40 years in 2018 when street protesters clashed with police. It hit BPOs hard. But now things are better than ever, CEOs tell Nearshore Americas.

What it Takes to be a Top Notch Candidate in Nearshore Development

Hiring software developers in a competitive market can be a difficult task. Nearshore Americas spoke to a number of experts to see what really is important when contracting in 2019.

The Challenges for Background Screening in Latin America

Companies outsourcing may come across difficulties with the culture of background checks in Latin America. Here are some of those common challenges.

Crackdown Could Spell Good News for BPOs in the DR

Nearshore Americas spoke with a number of experts to see if the Dominican Republic has still got it when it comes to BPO outsourcing – and what the U.S.’s tough immigration policy means for the island.

The Complex Future of IT Professionals in Brazil – And Possible Solutions

Brazil faces a shortage of IT professionals. But it’s not all doom and gloom – there are a number of things that can be done.

Deciding on the Right Communication Tools for Software Teams

Software teams need to keep in contact more so than ever now when working on projects for big clients. What are the top tools they are using and how well do they fare?

Starting from Scratch, Curaçao Aims to Carve Out a Distinct Identity

This tiny Caribbean island which is part of the Netherlands is known for its beaches and oil refining operations. Could BPO outsourcing be the next big thing to arrive on its shores?

Costa Rica Puts Time and Attention into AI Development

The development of Artificial Intelligence in Costa Rica is fast on the rise. What does this mean for the popular Nearshoring nation?

Mendoza, Leveraging Successful Track Record, Flexes its Muscle

A big loan from the IDB and a number of success stories: the small wine-producing city of Mendoza is the talk of the town. But what else has this city got that other, bigger cities in Argentina haven’t?

Bon Jovi, The Beatles and Netflix: The Lyrical Path to English Mastery

Nearshore Americas spoke to call center workers – many who have never left the country – who got to grips with English alone and by listening to music.

Latest Security Update for the Nations of the Nearshore

Nearshore Americas took a look at how the U.S. State Department measures security in Latin American and Caribbean nations.

Mexico to Allocate $5 Million for Science and Technology

The money is 6.5 % more than what was allocated to the sector in 2019, according to Marivel Solís Barrera, President of the Congressional Committee on Science and Technology.

Argentina’s Lagash Aims to Land in Backyard of US Customers

The fast-growing software solutions company is eying up other opportunities after rapid growth.

Five Takeaways: Availability of English Speakers in Panama

Panama this year elected a new President. Is English still on the agenda, as it was with the previous government? And how does the country fare in terms of English speakers generally?

$10 Million Initiative to Train 6,000 Software Engineers Every Year in Jamaica a ‘Long-Time Coming’

But why Jamaica? What has an island that has long been seen as just a BPO destination rather than having lots of potential to outsource IT got for such a bold plan?

The Real Story Behind the Origins of Globant

IT and software development giant Globant had humble beginnings in a Buenos Aires bar. It now has a reach as far as India. Here is how the company got started.

Developer Deception: Software Job Candidates Are Exaggerating their Skills  

Recruiters are finding that too many candidates are claiming to know English “fluently” or various programming languages when the reality is very different.

Using Automation in CX, Still a Work in Progress

Industry veteran Steve Di Tirro believes that automation can play a critical role in customer support and experience, particularly if a company has known issues that have known resolutions. Nearshore Americas sat down to talk to him about language support, automation and the augmented experience.

Iron Mountain Expands Presence in Colombia with Major Acquisition

The acquisition of the BPO unit will see them massively expand their presence in Colombia, where they will focus on expanding their portfolio – specifically managing information for major players in the financial services industry.

Is Nearshore Mexico a Loser in the Uncertain Era of AMLO?  

Nearshore Americas spoke to a number of experts to assess the mood surrounding Mexico’s new president and what it means for IT and BPO outsourcing in Latin America’s second largest economy.

TaskUs: “There’s Untapped Potential in the LatAm Market”

Nearshore Americas sat down with TaskUs’ new VP of Operations in Latin America, Porfirio Diaz, to discuss his vision for TaskUs in LatAm, how the company is approaching expansion and the challenges of bringing the TaskUs culture to Mexico.

Multi-language Support Comes Ashore in Tijuana

Tijuana, Mexico offers a number languages, including Portuguese and Mandarin, as a nearshore location because of the large number of immigrants. GGA Solutions looks at the depth of language capabilities in Tijuana.

Nearshore Should Look to Europe as Model for Pitching Digital Transformation Services

Tony Saldanha, author and President of Transformant, believes that digital transformation is a great opportunity for the nearshore, but more needs to be done to position the nearshore in this way.

How Impact Sourcing is Creating a Middle Class in LATAM

Impact sourcing is growing in many parts of the world, including Latin America and the Caribbean, and it is moving families and communities from poverty into the middle class. NSAM spoke to Samasource and Alorica about what’s happening and what still needs to be done.

How to Localize Applicant Screening Standards in Latin America

Employers that operate in several countries, with a mobile workforce, need to apply global background screening standards for both their direct and contracted or outsourced employees. MultiLatin’s David Robillard explains the importance of localizing that process and the criteria to getting it right.

Colombia’s Untapped Resource: Women in IT

At present, only 17% of IT jobs in Colombia are occupied by women, yet the industry represents an impressive opportunity: in 2019, the 1,800 software development companies in Colombia are expected to add 39,000 jobs related to software development and programming, reaching a total of 351,000.

Four Third Party CX Support Must-Haves

Most of the bigger outsourcers have teams that can offer that expertise in customer journey mapping and complement and support in-house teams. Michael Truett sat down with Nearshore Americas to discuss the importance of a good partnership for third party CX support.

The Hard Lesson that Belize BPOs Now Live With

Changes to the tax incentive regime in Belize can only spell hardship for the BPO industry in the country, yet the sector has had little input into what changes are made and how they are enacted. Kirk Laughlin argues that an industry association might have been better placed to advocate for the sector.

Why Sony Bet on Colombia-based Zemoga for App Development

This is Sony’s first partnership of this kind in Latin America. Over the course of the year, Sony was really happy with the output of the OTT work, so they have now transitioned 100% of their application development to Zemoga, including PS4.

Bogotá Works for Globant

Globant has been in Colombia for eight years, and now have 1,500 employees in Bogotá, and another 1,000 in Medellin. In total, the company has about 9,700 employees, meaning that over 25% of Globant’s workforce is in Colombia.

8 Steps to Running a Successful Product Discovery Phase with Your Nearshore Team

UruIT looks at what goes in to a product discovery phase and how customers can work with their nearshore partner to ensure this is successful, using eight simple steps.

Globant Extends LatAm Footprint with Surprise Belatrix Software Acquisition

Belatrix Software runs delivery centers in Peru, Colombia, Spain, and the United States in addition to Argentina. With this acquisition, Globant is confident they will have a great cultural fit between both teams.

Genpact to Open New Sites in Costa Rica, Mexico to Service Walmart F&A Operations

Genpact will open a new delivery center in Heredia, Costa Rica and a digital innovation hub focused on advanced analytics in Guadalajara, Mexico to service Walmart’s Finance and Accounting operations in Latin America.

Where’s the Next Colombia? Site Selectors Seek Next Big Thing

Nearshore Americas spoke to  Ann Harts and Jeff Pappas, both from ESRP Real Estate Services, about current market forces and pressures influencing site selection evaluation in the Nearshore

As Near as Nearshore Can Be: Software Development in Tijuana

Tijuana has an untapped developer resource that, historically, has been overshadowed somewhat by the city’s BPO industry, which boasts a workforce of about 13,000.

Recruiters Target Gen Z, Millennials with Social Media Strategies

Nearshore Americas spoke to recruiters from four different companies operating in different locations across Latin America and the Caribbean to find out how they are approaching the challenge of finding the right talent.

Could a Massive Roll-out of Coding Bootcamps Solve Labor Shortages?

Bootcamps are not only less expensive but also offer a stage for people who are neither engineering graduates nor mathematicians to launch a career in the technology industry.

Mexico City’s Back-End Developer Wages Remain Lower than Rival Cities

Guadalajara shows to be significantly more costly when it comes to wages for backend coders.

Uruguay Warns Citizens About Visiting the United States

There were several Mexicans among those killed at a Walmart store in El Paso on Saturday. Hours later, a gunman killed nine people in downtown Dayton, Ohio. 

What an Amazing Office: Wizeline

In a move to expand its operations, Wizeline opened a new 100,000 square foot office, just a few hundred feet from its previous main campus in Zapopan, in November 2018.

OneLink CEO Calls for Mandatory English Courses in Latin America

In addition to ensuring there is adequate English language skills in each country, OneLink BPO CEO Eduardo Salazar believes there is a need for greater flexibility in labor laws to allow for hiring hourly employees.

Telus International Eyes Colombia for Expansion Possibilities

Nearshore Americas sat down with Jeff Puritt, President and CEO of Telus International, to talk digital transformation, tri- and quadrilingual talent in the region, and growth opportunities in Guatemala and El Salvador.

What Colombia’s National Development Plan Means for Tech Sector

The National Development Plan, called the ‘Pact for Colombia, pact for equity’, focuses on a range of areas, but also seeks to build on the growing IT economy. Bogotá, Medellín, Cali, Barranquilla and the Coffee Region house the largest number of investment projects in this sector, but this is set to grow.

Co-Manage: The New Nearshore Model for IT Operations

The Co-Manage model, designed by Colombian tech company, NativApps, allows companies to build, run and transfer white-label operations in the country.

In Zitácuaro, Mexico, Bright Minds Who See a Different Path to Satisfaction in IT

Famous for its avocados and history of social and political dissent, Zitácuaro has no interest in becoming the next Monterrey or Guadalajara. And it is this resistance to replicating larger city success that is keeping its brightest minds here.

How Blue People Claimed CMMI Level 5 Maturity in Just One Year

With a recruitment approach that targets the top 1% of talent in Mexico, a technologically agnostic coding environment, CMMI level 5 maturity rating and a burgeoning nearshore customer base across the US, Costa Rica and Colombia, Blue People looks set for even more growth.

How Nearshore Outsourcing Companies Can Adopt a Remote-First Mindset

Remote-first companies are organizations that were built under a specific mindset: work can be done from anywhere in the world and a 9 to 5 culture isn’t necessary to grow a successful business, promote collaboration, independence and a healthy work-life balance.

More Global IT Consultancies Pave their Way into Nearshore Through Partnerships. Is it a Good Thing?

Partnering with a large IT services company can help nearshore providers expand into new markets and new verticals, while creating additional capacity for the IT services company and opening up access to talent.

TCS Investment in Londrina, Brazil Pays Off as Growth Continues

Now operating in three cities in the country, Tata Consultancy Services sees good growth prospects in Brazil, and where it is focusing on Business 4.0, and nurturing talent.

Entrepreneurs Urge Mexico to Create AI Agency

The government needs to create an agency to promote the development of artificial intelligence and foster innovation, or risk losing talent to foreign companies, according to three local entrepreneurs.

Aegis and IQor Confirm Trinidad is On the Right Track

The Caribbean island nation is making efforts to grow its business process outsourcing and financial services sectors.

Philosophy, Math Seen as Key to AI Development in Mexico

Acknowledging Mexico’s reputation as a haven of talented software developers, a self-professed ‘data philanthropist’ explains how education in the country needs to prioritize data analysis and mathematics to create robust AI.

Brazil, Mexico Remain LatAm’s Main Contenders on Global Services Location Index

Increased automation in the ITO and BPO space is heightening the need for cybersecurity, while countries need to tighten their focus on digital skills in order to remain competitive, according to AT Kearney’s 2019 index.

Mexico’s ITESM Launches New Vocational Approach in Alliance with Local Tech Firms

The Tec de Monterrey’s new educational model, Tec21, allows companies to link students directly to professional practices, giving them hands-on experience during coursework.

Growing Pains: Costa Rica’s Changing Contact Center Landscape

Businesses are reconfiguring to focus on more sophisticated processes, while adapting to rising operating costs by shifting some operations elsewhere.

Honduras Holding its Own Despite Headwinds

Sentiment among BPO companies on the ground belies concerns regarding the country’s economic and political stability amid ongoing anti-government protests and an exodus of migrants.

Experience or Potential? Mix-and-Match in the Recruitment of Software Developers

A young, self-taught but inexperienced candidate can have the potential to outdo another with years of hands-on experience, and some companies are harnessing both, according to their immediate needs.

How to Get the Best Out of Your Nearshore Team

A nearshore services provider with more than 10 years’ experience in Foonkie Monkey leading Latin American teams offers his perspectives on taking a team to the next level.

Jamaica Strives to Stay Competitive as New BPO Destinations Emerge

Rising costs, a talent ceiling and the need to fill a management gap are some of the challenges BPO companies in Jamaica need to address.

‘Accelerators Bring a Seal of Quality to Startups’

Being selected for an accelerator program brings a badge of credibility, in addition to funds and mentoring, according to the co-founders of two startups in Argentina and Mexico.

Argentina’s ‘Knowledge Economy Law’ Creates Great Expectations, Challenges

With the new legislation pledging support for technology-driven productive activities requiring highly qualified personnel, developing the talent to meet the growing demand could prove a challenge.

‘Brexit is a Great Thing for Portugal’

Portugal is attracting ITC talent from Brazil as companies from Europe and beyond choose Lisbon as a nearshore hub, particularly as the UK slouches toward Brexit.

Slideshow: Nexus 2019 Points to Prosperity for Nearshore Business

Digital business transformation, banking, fintech and the moves toward automation, as well as the harnessing of digital channels to fuel business growth were among the themes discussed on this year’s panels.

New Visa for The Bahamas Expected to Spur Growth of Tech Hub

The BH1B visa is part of the Commercial Enterprise Bill, designed to foster investment in the island and allow foreign companies to take advantage of tax breaks.

Colombia-Canada IT Opportunities: An Interview with Colombia’s Trade Commissioner in Toronto

Colombia is going deep as an internationally-recognized benchmark for creative and cultural Industries, and especially in tech-enabled sectors.

Compliance, Confidentiality Crucial to Successful Outsourcing

Companies in Latin America and the Caribbean must be aware of compliance and data protection laws when entering into contracts with companies in the US, according to managing attorney Gabriela Smith.

Illuminate Awards 2019: Colombia Wins Big in New York City

Medellín was named Nearshore City of the Year and the founders of Colombian startup Rappi were named Nearshore Entrepreneurs of the Year at the Illuminate Awards at Nexus 2019.

Mapping the Journey: Nexus 2019 Panelists on Anticipating What’s Coming Next

There are various pathways to achieving digital business transformation, and it’s necessary to understand how each one differs and the explosions required to reach transformation targets, according to MIT research scientist Nick van der Meulen.

After a Slow Start, Latin America’s Cloud Adoption Seen Accelerating

Simplified software, the growth of fintech and the cost-saving benefits will accelerate cloud adoption in Latin America, where Mexico and Brazil lead the trend, according to Oracle.

Depreciation, Hyperinflation Make Latin America Cryptocurrency Heaven

Argentina and Venezuela have become key markets for Singapore-based Pundi X as citizens seek to hedge against currency devaluation.

Bucaramanga Competes for Attention Among Colombia’s Second-Tier Cities

Among the perks Santander department offers investors are advice on business development, no-cost talent seeking services and an employee training institution.

Nexus Attendees to Hear How Compliance is Crucial to Nearshore-Buyer Business

Good and long-lasting relationships start with clearly set legal and compliance requirements, Gabriela Smith, managing attorney at The Smith Law Group, will explain in her keynote at the Nexus 2019 event on May 16.

Is Costa Rica Heading for Saturation?

The country’s popularity as a BPO, outsourcing and software development hub could lead to a saturation, and retaining talent, exploring other provinces and implementing RPA will be key to continued growth.

MIT Digital Transformation Expert Set to Keynote Nexus 2019

Van der Meulen advocates giving greater autonomy to employees, citing it as key to the success of the digital workplace.

‘Soon There Will Be an Edge Data Center in Every Neighborhood’

The growth of such centers is vital for the continued development of IT and smart cities, according to ICREA president Eduardo Rocha.

Software Developers Finding Hard-Sought Talent in Latin America

Increasing numbers of US developers are outsourcing machine learning, UX/UI design and discovery phase to the region.

Mexico’s Labor Reform Omits Outsourcing, Provokes More Uncertainty

The labor secretary announced that the reform does not include any “severe regulations” on outsourcing, but acknowledged it is a theme that needs to be addressed.

Belize, Guatemala-Based BPOs Dispute Latest US State Department Warnings

BPO companies on the ground in the two Central American countries pay little heed to travel advisories, instead focusing on the other obstacles they face when setting up shop there.

Skills Shortages Could Hamper AI Growth in Latin America

While there is much demand for artificial intelligence and applied analytics across Latin America, much-needed talent is lacking in the region, according to PwC.

The Importance of Sharing Responsibility in IT Nearshore Services

Foonkie Monkey’s co-founder and CSO Camilo Paez looks at why nearshore outsourcers should ensure there is shared responsibility between the client and the outsourcer to ensure on-time, on-budget success.

How Digital Transformation Helped Avianca Survive the 2017 Pilots’ Strike

Nearshore Americas’ Alcides León spoke with CTO/CDO Santiago Aldana about Avianca’s digital transformation experience and how it helped them not only to survive the changes in the regional market, but also to face unforeseen events such as the pilots’ strike in 2017.

The Shockingly Large Number of Native English Speakers in the Nearshore

There are close to 7 million native English speakers in the nearshore, but the perception is the region is too small to scale. Tapping into the other geographies could open up even more scope for new talent and scale.

Impact Sourcing Opens Up BPO Opportunities in Smaller, Poorer Colombian Cities

Konecta Montería was the first contact center to operate in Monteria, a city with a history of conflict and a population plagued by social problems and poverty. Grupo Konecta worked with its customer Bancolombia on an impact sourcing project there, that now employs over 600 people.

How an Online Training Platform Benefitted from Ditching the Monolith

Scalability, technology selection and managing team growth were core drivers for online IT training platform CBT Nuggets’ choice to move to microservices. In our webinar on microservices, CTO Sean Sullivan and Tiempo Development’s Mike Hahn and Angel Almada explained how to deploy microservices and reap the benefits.

What an Amazing Office: December Labs

Latin America and the Caribbean has put its own unique twist on the start-up workplace environment made famous by the Silicon Valley set. In the latest What an Amazing Office feature, we highlight December Labs’ Montevideo, Uruguay, office.

Cloud in LATAM: An Inside Look at Growth Drivers

The cloud market is growing not only in mature markets, but also in emerging regions like Latin America. Amazon, Google and other cloud big players are looking for local partners that help their markets growth. Alcides Leon sat down with three local providers to ask them: is LatAm ready for the cloud?

Inside Venezuela: A Developer’s View

For ordinary Venezuelans, the past few months have been ones of unprecedented hardships as socioeconomic and political upheaval has impacted every part of their lives. Nearshore Americas spoke to one of our own, Web developer Swami Hernandez about the realities of life in Venezuela.

Hitting a Home Run with Microservices

Tiempo development’s COO Mike Hahn talks how to get the best out of microservices by aligning team structure, tools, and processes. For more on microservices and getting it right for your organization sign up for the webinar on April 3.

Digital-First Customers Challenge Customer Service Industry: Report

AI continues to draw attention as agents are empowered to do more complex work, but the struggle of fulfilling the needs of digital-first customers remains a stumbling block for good customer experience. We look at what Salesforce’s State of Service report means for the customer service industry.

Offshore Markets Should Look to Brand Differentiation to Remain Competitive

The Emerging Offshore Markets panel at the CX Outsourcers event in Windsor on March, 25 and 26, highlighted the need for countries to look at real brand differentiation in positioning themselves as destinations of choice.

How to Make Microservices Sing – Part 2

In this second of a two-part focus on how to make microservices really work for your organization, Tiempo development’s COO Mike Hahn talks best practices and how to develop a plan for deploying microservices. For more on microservices and getting it right for your organization sign up for the webinar on April 3.

Brazilian States Top List for Foreign Direct Investment: Study

Sao Paulo ranked first in fDi’s inaugural Latin American States of the Future 2018/19 study, with Buenos Aires Autonomous City and Mexico City District placing second and third respectively. Nearshore Americas looks at how Latin America is faring in terms of foreign direct investment and venture capital.

The Nexus Illuminate Awards and Five Tips to Keep in Mind

As the deadline for nominations edges closer, Nearshore Americas offers some tips on nominating for the Nexus Illuminate Awards. Winners are hosted at Nexus. This year’s event honors the ten-year anniversary of Nexus and its big brother, Nearshore Americas.

Latin America Nabs the Philippines’ Call Center Growth: Report

The Philippines’ maturity has seen its growth shrink, allowing Latin America and the Caribbean to leverage its nearshore advantages to see its call center growth increase significantly. We spoke to King White, CEO of The Site Selection Group about the Global Call Center Location Trend Report 2019.

How to Make Microservices Sing – Part 1

In this first of a two-part focus on how to make microservices really work for your organization, Tiempo development’s COO Mike Hahn examines the decoupling process and looks at identifying pain points. For more on microservices and getting it right for your organization sign up for the webinar on April 3.

Ensuring the Right Fit in a Country Manager: What to Look For

Getting the right fit in a Country Manager is about balancing three things: technical skills, leadership skills, and cultural fit. This mix is vital to ensuring that the person is able to deliver in all key areas.

A Shared Services Veteran Sticks a Pin in the “Artificial” Balloon

At this week’s Shared Services Outsourcing World Conference in Orlando, Lee Coulter cut through the hype, over-use and misapplication of artificial intelligence and automation. He called for the industry to move towards more consistency in measuring the productivity gains of RPA.

Women in IT “Think Differently” and that’s Making a Major Difference in LatAm

Female tech talent in Latin America is growing, but more needs to be done to understand what is happening in the sector and to grow women into more senior positions. Changing company culture and getting the right mentoring programs in place is a key part to increasing diversity and improving inclusion.

The Achilles Heel of Monoliths

In the lead up to Nearshore Americas’s special webinar presentation on April 3rd at 2pm EDT, Mike Hahn, one of the webinar panel members, explores what you need to know about microservices and getting it right for your organisation in this series.

A Youthful Population and Focus on Outsourcing Power Cali to New Heights

Cali, Colombia, continues to grow its IT sector as it looks to attract more BPO, ITO and KPO interest. Invest Pacific says 2018 saw 20 new projects, 10 of them with new companies, added to Cali’s investments and moves like Sitel’s 2017 opening in the city are adding to the interest.

Capgemini Looks to Capitalize on Brazil, Guatemala Strengths

Nearshore Americas sat down with Gustavo Tasner, Vice President and Head of Americas Operations for CapGemini to examine the changes in the Latin America market and the outlook for the region, as well as looking at how the outsourcing relationship has changed.

LatAm Needs to Grow DevOps Skills to Compete

Growing DevOps skills can help Latin America better position itself as a player in the broader digital transformation space. Focusing on internal work teams to develop these skills is one way the region’s developers could extend their skills.

Microservices: Right or Wrong for Your Organization?

While microservices can offer significant benefits over monolithic and service-oriented architecture, it is not right for every situation. A thorough analysis of the organization’s needs as well as an examination of whether or not the application is a good fit is warranted.

In Ten Year Span, Nexus Becomes a Catalyst for Critical Dialogue

As we draw near to our 10th anniversary, we look back on 10 years of engaging conversations, debates and panels at our Nearshore Nexus events. From talent trends to political pressures, Nexus has been at the forefront of discussions impacting the nearshore.

Sitel Expects “White Hot Growth” in Colombia

Colombia is top priority for expansion and growth for the Sitel group, according to newly appointed CEO of the Americas, Mike Small. Sitel has already seen their business there double and is hoping to do the same in the next 24 months.

OTT Spells Opportunity for Nearshore

The growing over the top (OTT) media services market is opening up nearshore opportunities for companies like Wizeline, which is setting up Network Operations Centers (NOCs) in both Asia and Latin America to meet demand.

Microservices and SOA – Friends or Foes?

Microservices has suffered from a reputation problem, partially as a result of the failure of implementation of Service Oriented Architecture (SOA). Tiempo Development COO Mike Hahn clears up the confusion and looks at how microservices differs from SOA.

8 Social Media Influencers to Follow if You Are Interested in the State of IT Talent

Keeping abreast of the latest developments in the talent landscape, from talent trends to AI integration strategies, in IT can be difficult. Here are 8 social media influencers Nearshore Americas recommends for you to follow.

BPO Companies Should Look to Caribbean for Work at Home Agents

The Caribbean can offer an attractive market for Work at Home Agents. However, the growth in WAHA in the Caribbean is hampered by the relatively high cost of internet and phone services, concern over infrastructure stability, and other factors.

Globant Bets on Growth in LatAm, Cloud with Avanxo Acquisition

Globant’s Avanxo acquisition has further strengthened its Latin American footprint and extended its cloud capabilities. Globant sees growth in the LatAm market and hopes this acquisition will open up sales opportunities in the region.

2019’s Best of Nearshore Award Nominations Now Open

The award ceremony is designed to showcase the achievements of the region, giving the industry players the attention they deserve. Awards are given in six categories, including city of the year and company of the year.

Mexico Solidifies its Position with Expanding Talent Pool in Cloud, Analytics

Cloud computing is really driving the extension of the Mexican talent pool, leading to increasing skills in analytics, artificial intelligence, and machine learning and opening up new geographies within Mexico.

Online Learning Helps LatAm Developers Stay Competitive

For developers in Latin America keeping up to date with the latest demands in skills is vital to remaining competitive, and more and more are turning to online learning to ensure they stay ahead in the skills game.

Tijuana Poised for “Exponential Growth”, Despite Political Uncertainty

Easy movement across the border to and from San Diego is key to Tijuana’s tech outsourcing attractiveness. Provided that movement continues, exponential growth seems possible for Mexico’s sixth-largest city.

What an Amazing Office: Codigo Del Sur

Uruguay mobile development company Codigo del Sur houses its rockstar coders in a 1920s colonial mansion. Our photo gallery takes you inside the mansion that is home to 80+ employees.

TaskUs Bets on Mexico’s Culture Fit for LatAm Expansion

TaskUs’ Latin American plans are all focused on Mexico as the customer experience outsourcer plans to grow its 300-strong Baja North office to over 1,000 employees to support existing and new business.

Voyagers: A South American Performance Tester Rises to the Top, Taking CEO Role in USA

Abstracta US CEO and Monkop CEO Sofia Palamarchuk shares her journey from Montevideo, Uruguay to San Francisco. She hopes to encourage more Latina women to choose a career in STEM.

Special Tenth Anniversary Nexus Conference Returns to New York City in May

Join Nearshore Nexus 2019 in New York in May to celebrate 10 years of Nearshore Americas and the Nexus event.

Infographic: MSP Growth Driven by Demand for Contingent Labor Worldwide

Demand for contingent labor globally has continued to drive market growth into the double digits for managed service providers. Nearshore Americas’ infographic looks at the state of the sector.

Exclusive: Scotiabank Shared Services Hub in Trinidad is Safe, for Now

Scotiabank’s bombshell decision to sell operations in ‘non-core’ Caribbean countries, announced in November last year, put the fate of their Trinidad shared services center in jeopardy but it seems it is safe for now.

Nearshore Brings RPA to the Mid-Market

Robotic process automation can yield dividends not only for large corporates but also for mid-market organizations.

Uruguay IT Hits Full Speed, Despite a Few Bumps Along the Way

There is a fundamental fact that virtually everyone in the IT ecosystem here understands: To make it, to really succeed, you need to be ready to market and sell globally.

Canadians Are Discovering a Win-Win in Colombian Digital Industries

The momentum of Colombia’s IT and digital content industries as a Latin American contender on the global stage has been building for some time. 

Argentina Seeks Stability in a “Complicated” Year for Outsourcing

Argentina managed to stabilize its economy at the end of 2018, but it looks like there will be tough times ahead, especially since 2019 is an election year.

New Economic Zone Along Mexican Border Could See Nearshore Payoffs

This will be the world’s largest free economic zone, stretching from Baja California on the Pacific coast to Tamaulipas on the Gulf of Mexico.

Guanacaste: Costa Rica’s Quiet Corner Builds a Tech Footprint

Located in the northwest of Costa Rica, Guanacaste has a lot of potential to be the country’s next technology hub

Alorica: Supporting Employees Through Fundraising

Alorica’s MLBA program allows employees to raise money and then give it to those in need.

Proposal to Regulate Outsourcing and Fight ‘Fiscal Fraud’ Stirs Concerns in Mexico

Napoleón Gómez Urrutia has announced he will seek to increase regulation of outsourcing companies in Mexico and put a halt to ‘fiscal fraud’

From India to Nearshore: Getting it Right

The India IT offshoring model has been under stress for several years, but what are the real factors leading to Nearshore being a better alternative?

BPOs Argue Tax Changes in Belize Violate Incentive Promises

In order to comply with WTO rules, Belize must make changes to its tax laws before the end of the year.

Gananoque, Canada: Not Your Typical Software Development Location

Find out why big river technologies chose Gananoque, a town with just over 5,000 people, as the location for its business.

HCL Acquires Bundle of IBM Software Platforms for $1.8 Billion

The acquisition adds more than 5000 clients to HCL, in addition to strengthening its verticals servicing industries such as commerce, security, and marketing.

Don’t Ignore the Importance of Cultural Holidays When Building Mexican Teams

For Nearshore companies that want to establish teams in Mexico, it’s vital to accommodate the needs of Mexican workers on these special days.

A Changing Jamaica Is Reframing Investor Attitudes

Nearshore Americas held a Dallas breakfast forum to explore how Jamaica has transformed in the last 5 years to become an attractive Nearshore destination.

Q&A: A Founder Moves from Top Manager to Energizer of IT Talent in the DR

Nearshore Americas decided to catch up with the former CEO and find out what he is working on and get his view on the Nearshore Industry.

Hexaware Expands in Mexico As US Tech Talent Pool Dwindles

 Hexaware is hoping to use TN visas, a non-immigrant work visa given to the citizens of Mexico and Canada to work in the United States, according to a local Spanish Newspaper Vanguardia.

Micro VCs to Invest Internationally in 2019, Latin America Overlooked

Latin America is a region full of potential, so why aren’t US investors considering it?

Dallas Forum Looks to Answer Why Jamaica is Burning Up BPO

Nearshore Americas has joined forces with JAMPRO, Jamaica’s investment promotion agency, to organize the event.

The Fintech Revolution is Fully Underway, Supported by Latin American Startups

The IDB also found fintech activity expanding to 18 countries in the region. Brazil is leading the pack with 380 startups, followed by Mexico with 273, Colombia with 148, Argentina with 116 and Chile with 84.

iTexico Opens ‘Hot’ New Offices in Aguascalientes

iTexico officially opened a new office in Aguascalientes last week, its second in Mexico.

Nearshore Alarmed by New President’s Move to Halt CDMX Airport Plans

Lopez Obrador cancelled the $13bn infrastructure project following a public referendum.

In Coping with the Digital Economy, Canada Declares ‘We Need More Immigrants’

This is approximately 1% of Canada’s population and 40,000 immigrants more than it expects to admit this year

U.S.-Mexico Border: Congressman Calls on Nation to Understand the Economics

See what O’Rourke had to say to Nearshore Americas in 2013 about the US-Mexico border issue.

Slideshow: Curaçao Shines Smart in Powerful Investment Summit

Whether with cities, people, government, innovation or energy, Curaçao puts the ‘smart city’ dialogue at top of its agenda

Alorica Bets Big on Guatemala, to Add 2000 New Staff

As part of the expansion, Alorica has unveiled a new contact center with an array of amenities, including a pharmacy, barber shop, convenience store, and health clinic.

New Editor, Based in Southern Cone, Offers New Perspective 

Meet Nearshore Americas’ newest addition to the team and find out where he will be based.

Synnex Officially Closes Convergys Deal

Its new acquisition will now begin merging with Concentrix to form a huge hybrid BPO

Blinded by Bias or Just Not Willing to Learn?

Find out why the Nearshore region has an image problem even though many satisfied customers continue to talk glowingly of their experiences

USMCA Agreement a “Big Win”, both for Mexico and the Nearshore Industry

Following an eternity of uncertainty, the new and improved NAFTA agreement, USMCA, has finally arrived, and it’s looking very positive for Nearshore.

Softvision Joins Forces with Cognizant, Triggered by Digital Transformation Demand

IT services giant Cognizant has announced the purchase of digital engineering company Softvision, adding 2,850 developers to its pool of resources.

Kingston, Guatemala City and Puebla Figure Big in Alorica’s New Power-Play

Global BPO and contact center provider Alorica has announced plans to expand its workforce across the Nearshore region, creating around 3,500 new jobs by year’s end.

Combining Mexican and American Work Cultures to Supercharge Your Nearshore Ops

Finding the right balance between American and Mexican work cultures will help your Nearshore operation gain the momentum it needs to find success in Mexico.

Ankur Prakash, Wipro’s Best-Known Leader in LatAm, Departs Suddenly

Ankur Prakash, Wipro’s Vice-President of New growth and Emerging Markets, and one of the Nearshore industry’s most influential leaders, has resigned from his position at the global IT services provider.

Colombia, Puerto Rico or Brazil: Which is Best for Software Development Outsourcing?

The team at Bydrec compares how Brazil, Colombia, and Puerto Rico weigh up as attractive locations for software development outsourcing in Latin America.

CEO View: Ibex Expands in Jamaica as Local Perception of BPO Improves

As Ibex expands again in Kingston, we caught up with CEO Bob Dechant to address the problems and successes in the competitive Jamaica BPO market.

Career Fair Highlights Saint Lucia’s Aptitude for Outsourcing

Co-sponsored by Invest Saint Lucia and Nearshore Americas, the first BPO careers fair in Saint Lucia was held this week, hosting over 65 young job seekers.

Recruitment Advice for Building Strong Teams in a Competitive Market

These tips from Intugo will help recruitment staff utilize modern hiring tools and trends to build a strong, reliable team for your nearshore operations.

H-1B Visa: IT Staffing Companies at Risk and Premium Suspension Extended

IT staffing companies suffer as new H-1B visa rules negatively impact their business models, and the premium processing suspension gets extended to 2019.

Infographic: How Competitive is the BPO Sector in Mexico?

A statistical snapshot of the contact center and BPO sector in Mexico between 2017 and 2018, with numbers on jobs, companies, industry challenges, and the country’s stake in the offshore market.

For Mid-Market Clients, RPA Is About Generating Revenue, Not Managing Costs

Offering insight into successful RPA adoption, BPO provider Auxis and buy-side client Intalere explain how the technology can better serve mid-sized enterprises, providing they plan ahead appropriately.

Site Selection Tips: What to Know Before Launching an Operation in Mexico

To ensure your Mexican operation gets off the ground successfully, the team at Intugo have compiled their best site selection advice for the country, exploring the cultural, operational, and financial differences to be aware of.

Executive View: Tech Mahindra Pushes Aggressive Expansion Plan Forward in Mexico

During the grand opening of Tech Mahindra’s new Aguascalientes facility, we caught up with Pablo Gallegos, Vice President and Country Head for Mexico, who outlined the company’s mid-term goals for Mexico as a Nearshore destination.

How to Use Your First Site Visit to Learn Everything about a BPO Vendor

When it comes to selecting a suitable BPO vendor, one of the best ways to make a reliable determination is within the first few minutes of a site visit. Here’s how to learn what you need to know from the offset.

BPO Mergers and Acquisitions Sizzling, Despite Automation Hysteria

Judging from the number of BPO mergers this year, there is still high confidence in the benefits of a “human touch” in customer service, along with the value of sourcing CX to the experts.

Infographic: Guadalajara’s Growing Office Market 2018

The office market in Guadalajara is running strong, as companies in the city remain bullish on office expansions, snapping up plenty of space in their pursuit of growth.

How to Improve Contact Center CSAT Scores and Rake in The ROI

Every contact center management team should find ways to enhance CSAT scores, but how to go about the process is the million-dollar question, so here are some guidelines.

Overcoming the Transition to Agile with Nearshore Development Teams

The team at Bydrec break down some of the common issues and complaints associated with agile and how to overcome them with the help of Nearshore development teams.