Nearshore Americas

Analysis: Reporting and Expertise for Digital Decision-Makers

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 »

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 »

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 »

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 »

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 »

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 »

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 »

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 »