We are delighted to share the latest CCA Real Voices vlog featuring Anne Marie Forsyth, Executive Chair of CCA Global, and Spencer Brooks, Group MD and Co-Founder of The Knowledge Group (tkg). 


Anne Marie and Spencer explore how the BPO and outsourcing sector is evolving, addressing key challenges like “commoditised pricing,” which often overlooks the value of innovative, cost-efficient solutions. Their insights build on discussions from the CCA BPO CEO Forum 2024, co-hosted with tkg, where industry leaders debated how to shape the future of procurement and outsourcing.

Key Discussion Points:

  • How technology and AI are transforming BPO services and proving measurable value
  • Rethinking procurement models to prioritise value and innovation over cost alone
  • Aligning buyers and suppliers with frameworks that reflect the impact of new technologies
  • Defining accountability and suppliers’ influence in driving better outcomes
  • Addressing onshoring, offshoring, and technology gaps across the market

This vlog is essential for anyone navigating the BPO landscape, offering concepts to adapt and create stronger, value-driven partnerships. To view click on the image below.