Global Services: FDI, CX, BPO & Tech

Loren Moss

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.

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Global Services: FDI, CX, BPO & Tech

Episodes (15)

Jul 29th The Competitive Advantage AI Can't Copy
Jul 21st How Colombia's Brands Train You to Expect Bad Service
Jun 11th ICMI's Brad Cleveland on Leading the Customer Experience

Global Services: FDI, CX, BPO & Tech

Jul 29, 2026
1¼ hours
83 MB

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 insight, context, and what she calls "thick data" are becoming more valuable (and not less) in the age of AI. Watch the video version here: https://youtu.be/86HtH89g8UQ ...

Global Services: FDI, CX, BPO & Tech

The Competitive Advantage AI Can't Copy

Loren Moss

00:00 -01:00:21