North America Nearshore Trends
A panel of international customer experience (CX), contact center and business process outsourcing (BPO) experts discussed the top 5 most favored American nearshore destinations, as determined by research conducted with 500 North American industry respondents. Mexico emerged as the most favorable nearshore destination for CX delivery for enterprises based in the US and Canada. Second-placed Colombia has continued its rise to the top of the rankings, predominantly due to the scalability of the industry in the country. Puerto Rico, included in the research for the first time, emerged as the third most favored. The country’s cultural affinity with the US makes it a popular nearshore outsourcing destination for seamless CX delivery. In fourth, Jamaica offers a compelling value proposition following years of focused investment in BPO service delivery capacity and capabilities. Respondents ranked the Central American nation of Costa Rica in fifth based on the country’s established offering, which provides resilient and reliable BPO services.