Customer Operations and the Future of CX Outsourcing — 2026 Report & Tools.

The BPO industry has considerable expertise. Are we developing it, demonstrating it and selling it in a way that supports our future?

Drawing on more than 35 years in contact centres, outsourcing and customer experience, Dave D’Arcy examines where the industry stands and what needs to change.

This is a substantive industry report supported by published research, financial modelling and practical proposals. It challenges how we develop frontline leaders, choose and implement AI, acquire clients and reward continuous improvement.

It is written for BPO owners and leaders, outsourcing buyers, customer operations executives, advisers and investors.

YOUR £149 PACKAGE INCLUDES

The full 67-page report

An evidence-supported assessment of leadership, AI, commercial models, procurement, client acquisition, delivery assurance and the industry’s future.

An editable 36-month financial modelling workbook

Test investment costs, provider economics, client business value and the financial consequences of delay. Selected customer-value and renewal schedules extend to 60 months. Formula cells are protected, with designated inputs available for editing.

A detailed 22-page managed-service opportunity

Explore a constructed example for a scaled online fashion retailer, comparing an unchanged service budget with a 15% fee reduction. Follow the proposed improvements, investment requirements, operational consequences and potential client benefits.

A 19-page investment assessment companion

Build a substantive case for action, connecting the customer problem, purchased responsibility, capability, costs and evidence of value. Supplied as PDF and editable Word.

An exclusive live purchaser discussion

Join Dave on Microsoft Teams on Monday 23 November 2026, from 3pm to 3.50pm UK time. Bring your questions, challenge the arguments and contribute your experience. Joining details will be supplied privately to purchasers.

Exclusive early-bird offer access

Purchasers will receive access to an exclusive early-bird offer for the planned 2027 report. Terms and timing will be announced separately. The 2027 report is a separate purchase.

DOWNLOAD AND USE

Download the report and tools after payment. A purchaser guide explains how the components fit together.

Financial examples distinguish sourced evidence from explicit modelling assumptions. They help you assess opportunities and test proposals; they are not guarantees of financial performance.

This report does not ask every organisation to adopt the same model. It asks the industry to demonstrate how it will sustain the expertise its clients need next.

Dave D’Arcy

Founder and Managing Director, Laughing Leadership