Global Services: FDI, CX, BPO & Tech
Publisher and industry analyst Loren Moss and guests discuss the trends in foreign direct investment (FDI), global site selection, customer experience (CX), outsourcing (BPO), shared services, and the underlying technology (IT) that enables and accelerates it all.
Episodes
July 29, 2026 • 60 mins
Artificial intelligence is transforming customer experience, but are companies focusing on the wrong things?
In this keynote from CX Summit 2026, organized by BPro, AI strategist and speaker Tricia Wang explores why the businesses that rely solely on automation and optimization may be setting themselves up for failure. Drawing on history, real-world business examples, and the latest developments in AI, she explains why human...
In this keynote from CX Summit 2026, organized by BPro, AI strategist and speaker Tricia Wang explores why the businesses that rely solely on automation and optimization may be setting themselves up for failure. Drawing on history, real-world business examples, and the latest developments in AI, she explains why human...
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July 21, 2026 • 15 mins
AI is transforming customer service, but are companies making things worse instead of better? After attending the CX Summit in Cartagena, I share why so many brands are rushing to replace people with AI, and why that strategy could end up driving customers away. From frustrating chatbots to Colombia's biggest service providers, here's what businesses keep getting wrong—and what great customer experience actually looks like. D...
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June 10, 2026 • 11 mins
What does great customer experience leadership look like in the age of AI? At the CX Summit in Cartagena, Colombia, I sit down with customer experience expert Brad Cleveland, founder of ICMI and author of Leading the Customer Experience, to discuss the future of CX, the role of leadership, and why so many companies risk repeating the mistakes of the past.
Watch the video version here: https://youtu.be/AnKaXTs3q4g
Wher...
Watch the video version here: https://youtu.be/AnKaXTs3q4g
Wher...
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May 6, 2026 • 11 mins
Today I’m at the NAB Show 2026 in Las Vegas, one of the biggest events in media and broadcasting, and there’s a lot changing. Walking the floor, you can really see how fast things are evolving. From NDI and IP workflows starting to replace traditional broadcast infrastructure, to smaller and more powerful camera setups, to AI tools that are beginning to automate parts of production and distribution. I'll share what I&rs...
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April 27, 2026 • 8 mins
At the NAB Show 2026 in Las Vegas, I sat down with Yolanda Fang, Sales Manager of YoloLiv, to take a closer look at the YoloBox Extreme, a compact all-in-one live production system designed to replace a much larger traditional setup.
If you're interested in live streaming gear, portable broadcast setups, or the future of creator production tools, this is one to watch.
Filmed on the show floor at NAB Show 2026 in...
If you're interested in live streaming gear, portable broadcast setups, or the future of creator production tools, this is one to watch.
Filmed on the show floor at NAB Show 2026 in...
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April 20, 2026 • 9 mins
At the 2026 NAB Show in Las Vegas, I spoke with Robert Tuchman of Amaze Media Labs to discuss how companies are using podcasts and YouTube to build authority, generate leads, and scale their content strategy. Robert goes over why most podcasts fail to grow, how businesses can turn content into audience acquisition, and the systems top brands use to dominate modern media.
Amaze Media Labs works with major companies to produce...
Amaze Media Labs works with major companies to produce...
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March 24, 2026 • 10 mins
The Solomon Islands sit at a pivotal moment. With the IMF’s latest review highlighting both resilience and vulnerability, this South Pacific archipelago faces a rare window to shift from resource-dependent industries toward high-value professional services, digital infrastructure, and sustainable tourism.
From the Coral Sea Cable transforming connectivity to untapped opportunities in AI-enabled outsourcing, data servic...
From the Coral Sea Cable transforming connectivity to untapped opportunities in AI-enabled outsourcing, data servic...
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March 16, 2026 • 10 mins
What happens when the global development system that supported investment promotion for decades suddenly disappears? Today we break down the profound shift confronting investment promotion agencies as the U.S. withdraws from dozens of international institutions and dismantles programs like the United States Agency for International Development. At the same time, rapid advances in artificial intelligence are reshaping the economics ...
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March 16, 2026 • 13 mins
In February 2026, the International Monetary Fund completed a mission to Honduras, offering an important signal about the country’s economic trajectory. For executives in tech, BPO, and professional services, IMF assessments are key indicators of sovereign risk and investment climate.
In this video, I break down what the IMF’s findings mean for companies considering Honduras as a nearshoring destination. Drawing ...
In this video, I break down what the IMF’s findings mean for companies considering Honduras as a nearshoring destination. Drawing ...
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March 5, 2026 • 7 mins
The United States and Uzbekistan have announced a new strategic investment partnership focused on critical minerals, energy, and infrastructure. The agreement, backed by the U.S. Development Finance Corporation (DFC) and Uzbek economic leaders, aims to expand joint investment across the entire critical mineral supply chain—from exploration and extraction to processing—strengthening industries vital to advanced technolog...
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February 24, 2026 • 41 mins
When the "Rule of Man" outweighs the "Rule of Law," the traditional investment playbook goes out the window. We’re looking at a Nicaragua that boasts a rock-solid 3.4% growth and 2.7% inflation, yet faces a massive geopolitical pivot away from the West. I’m breaking down the IMF’s 2025 Article IV findings to show you why "asset-light" businesses are thriving where capital-intensive projects are getting burned, and...
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February 18, 2026 • 44 mins
Is your business "future relevant," or just busy? Today, we sit down with Andrew Wrobel, Chief Reinvention Officer at Reinvantage, to deconstruct the findings of the Future of IT Report 2026.
We dive deep into why Estonia continues to lead the pack, why Jordan is the surprise tech dark horse of the year, and how Ukraine is maintaining a world-class tech ecosystem despite unprecedented challenges. We also explore the massive ...
We dive deep into why Estonia continues to lead the pack, why Jordan is the surprise tech dark horse of the year, and how Ukraine is maintaining a world-class tech ecosystem despite unprecedented challenges. We also explore the massive ...
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June 6, 2024 • 16 mins
Charlotte Umutomi Karera is the CEO of the Rwanda GBS Growth Initiative. In this discussion she elucidates Rwanda’s case as the best place to do business in Africa. Charlotte is charged with promoting the GBS (Global Business Services) sector in the country.
The Rwanda GBS Growth Initiative partners with other organizations such as the Rwanda Development Board, GiZ, Harambee, the ...
The Rwanda GBS Growth Initiative partners with other organizations such as the Rwanda Development Board, GiZ, Harambee, the ...
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May 31, 2024 • 12 mins
During CCI Global’s grand opening of their 5,000 seat contact center in Nairobi, Kenya’s Tatu City business park, Loren Moss was able to speak with Sarmi Surianarain of Harambee on the untapped potential of Africa’s talent pool, especially in the areas of information technology and customer service.
Harambee Youth Employment Accelerator is an organization that works to synergize partnerships across the priv...
Harambee Youth Employment Accelerator is an organization that works to synergize partnerships across the priv...
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March 18, 2024 • 48 mins
Aircraft manufacturer Boeing needs a clean sweep of its leadership that got the company into this mess; board and management. Bring in aviation people – not just people in the aviation industry, but people passionate about aviation. Tap the likes of Lockheed Martin, or Northrup Grumman.
Tech companies must be driven by engineering excellence, product quality, and innovation, not financial shenanigans designed to manipu...
Tech companies must be driven by engineering excellence, product quality, and innovation, not financial shenanigans designed to manipu...
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