Global Services: FDI, CX, BPO & Tech

Loren Moss

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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.

4D AGO

Why Investment Promotion Agencies Must Mature in a post-USAID World

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 of outsourcing, undermining the traditional pitch of cheap labor that fueled FDI for years. For governments and economic development organizations around the world, the message is clear: the old model is gone. Let's look at what this “New World Order” means for attracting investment, and the three strategic steps IPAs must take to adapt and survive in a more fragmented, AI-driven global economy. Watch the video version here: https://youtu.be/4eLziYGa7Lo Where to find me Website: cognitivebusiness.news LinkedIn: linkedin.com/company/cognitive-business-news Facebook: facebook.com/cognitivebusinessnews Instagram: instagram.com/cognitive_business More about Loren Moss: https://lorenmoss.com/write

10 min
5D AGO

IMF 2026 Report: Is Honduras Ready for Tech & BPO Investment?

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 on firsthand experience in Tegucigalpa and San Pedro Sula, I look at the country’s efforts to attract international investment—and whether the reforms being discussed will translate into real execution. Is Honduras quietly emerging as the next nearshoring hub in Central America? Watch the video version here: https://youtu.be/pczEI6wNNkE Where to find me Get in contact: https://unidodigital.media/contact-unido-digital-llc/ Website: cognitivebusiness.news/ LinkedIn: linkedin.com/company/cognitive-business-news/ Facebook: facebook.com/cognitivebusinessnews/ Instagram: instagram.com/cognitive_business/ More about Loren Moss: https://lorenmoss.com/write

14 min
MAR 5

Good news for Uzbekistan: A New Investment Deal with the U.S.

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 technology, defense, and global manufacturing. But the opportunity goes beyond mining. Uzbekistan is rapidly emerging as a destination for high-tech services, AI operations, and international business investment. With a well-educated workforce, growing use of English, and a strategic location in Central Asia along the historic Silk Road, this new U.S.–Uzbekistan partnership could signal the beginning of deeper economic ties and major new investment opportunities. Watch the video version here: https://youtu.be/alrExjWA6xE Where to find me Website: cognitivebusiness.news/ LinkedIn: linkedin.com/company/cognitive-business-news/ Facebook: facebook.com/cognitivebusinessnews/ Instagram: instagram.com/cognitive_business/ More about Loren Moss: https://lorenmoss.com/write

8 min
FEB 25

Navigating Nicaragua: A frank talk with an experienced CX CEO

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 how a 0% currency crawl is creating a weirdly predictable environment in a high-risk zone. We’re also joined by Bob Dechant, CEO of IBEX (NASDAQ: IBEX), who shares how his company has scaled to 2,200 employees and 20 trophy clients in what he calls an "untapped" market. Bob explains why IBEX is doubling down on Nicaragua despite the regional turbulence, how they are integrating AI to boost human performance, and why the country’s youth are uniquely positioned for the next generation of global service work. For the pragmatic realist in the C-suite, this is the on-the-ground intelligence you won't find in a standard briefing. Watch the video version here: https://youtu.be/DopeEgJmQc4 More about Loren Moss: https://lorenmoss.com/write Contact us: https://unidodigital.media/contact-unido-digital-llc/

42 min
FEB 18

Andrew Wrobel Unpacks "The Future of IT for 2026"

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 shift from simple "innovation" to "reinvention," and why "boring" might be the most attractive trait a country can offer an investor. Watch the video version here: https://youtu.be/ps6TZqRnqeo Get The Future of IT 2026 Report: reinvantage.org Next GTA Summit: www.gtaistanbul2026.org Contact Andrew Wrobel andrewwrobel.com linkedin.com/in/andrewwrob More about Loren Moss: https://lorenmoss.com/write Contact us: https://unidodigital.media/contact-unido-digital-llc/

45 min
06/06/2024

Charlotte Karera Makes The Case For Rwanda as a GBS & BPO Destination

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 Mastercard Foundation, and Carnegie Mellon University—which now has a campus in Rwanda—to promote Rwanda’s unique set of advantages to the world. These include attributes such as: Deductions on corporate income taxNo restrictions on foreign ownership#2 in Africa, #38 globally in terms of ease of doing businessBusiness registration takes less than 1 dayLOW crime, “2nd safest country in the world” for lack of violent & property crimes95% 4G LTE coverage and 7,000 km of fiber optic connectivityEcological commitment to protect the country’s natural resourcesEnglish native with strong FrenchVery low labor costsRwanda’s relatively small size with a population of about 13.7 million, is actually an advantage for emerging outsourcers, as the government has the critical mass of talent to provide an adequate labor pool, but emerging and specialty outsourcing firms with small to medium-sized operations still receive enthusiastic government attention and support.We met during CCI Global’s grand opening of their 5,000 seat contact center in Nairobi, Kenya’s Tatu City business park, though CCI has already invested in Rwanda with a contact center that opened over a year ago. Along with global players like CCI Global, TTec and Tek Experts/TeKnowledge (doing enterprise IT-support from Kigali!) Rwanda has home-grown players such as WEC Outsourcing led by Dr. Innocent Rusagara. Like Kenya, Rwanda’s official language of business and government is English, though there is ample French and German language talent available, as well as local languages. The country takes developing local talent seriously, through tertiary education such as universities, or technical training such as Kigali-based Weclearn, with an additional campus in Nyamata, outside of the capital.Led by Martin Roe, CCI Global is an example of a company that champions African talent with over 15,000 customer and technical service seats on the continent serving corporate clients in North America and Europe while providing professional growth opportunities and life-changing employment in the countries where it operates. As a growing multinational enterprise, CCI actively partners with government initiatives and the nonprofit sector to scale up opportunities in a way that maximizes positive impact in the communities where it has a presence. Article links: • Rwanda GBS Growth Initiative https://gbs.rw/ • Rwanda Development Board https://rdb.rw/ • GIZ https://www.giz.de/en/html/index.html • Mastercard Foundation https://mastercardfdn.org/ • Carnegie Mellon University https://www.cmu.edu/ • Carnegie Mellon University Africa https://www.africa.engineering.cmu.ed... • CCI Global https://cciglobal.com/ • Tatu City https://www.tatucity.com/ • Tek Experts https://tek-experts.com/ • WEC Outsourcing https://wecoutsourcing.com/ • Worldwide E-Learning Campus https://weclearn.rw/

17 min
05/31/2024

Sharmi Surianarain of Harambee Talks About Africa’s Untapped Talent Potential

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 private sector, governments, and local nonprofits focusing on workforce readiness across several countries, including South Africa, Kenya, Rwanda and Ethiopia. Young aspiring professionals that matriculate through Harambee’s programs are ready and eager to compete on a global level for employment opportunities. Led by Martin Roe, CCI Global is an example of a company that champions African talent with over 15,000 customer and technical service seats on the continent serving corporate clients in North America and Europe while providing professional growth opportunities and life-changing employment in the countries where it operates. As a growing multinational enterprise, CCI actively partners with government initiatives and the nonprofit sector to scale up opportunities in a way that maximizes positive impact in the communities where it has a presence. As a bonus, listen to Sharmi’s latest EP “Lost” on Spotify by clicking here.

13 min
03/18/2024

Dear Boeing: Customer service begins with customers who are alive to use your product.

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 manipulate stock prices, so analyst and financial media writes nice things about you. That is what destroyed General Electric. Intel is an example of a company losing its way when the visionary technical founders were replaced by financial engineers. Apple has no new products since cofounder Steve Jobs died. Maybe this Apple Vision Pro counts as one, but it’s still too early to tell if it’s anything more than a gimmick. Rather than build a new aircraft, Boeing jerry-rigged its old 737 platform to peddle it as something new, with deadly results. In Michael Treacy’s “The Discipline of Market Leaders,” he lays out why great companies must be excellent in either operations, innovation, or customer intimacy; and at least competent in all three. Boeing clearly fails in both operations and innovation. Customer service begins with customers who are alive to use your product. Books mentioned: Flying Blind – The 737 Max Tragedy And The Fall of Boeing – Peter Robison https://amzn.to/3TF1MIX The Discipline of Market Leaders – Fred Wiersema & Michael Treacy https://amzn.to/3vmNuDm American Icon – Alan Mulally and the fight to save Ford Motor Company – Bryce G. Hoffman, https://amzn.to/3Pqn3DU The Hard Thing About Hard Things – Ben Horowitz - https://amzn.to/3wWxetk Magazine articles cited: Simple Flying - John Barnett: What Boeing’s Biggest Whistleblower Claimed About The Company https://simpleflying.com/john-barnett-boeing-biggest-whistleblower-claimed-about-company/ Wall Street Journal - ‘Everything Hit the Roof’: A Moment of Horror Unfolds on a Latam Boeing 787 https://www.wsj.com/world/everything-hit-the-roof-a-moment-of-horror-unfolds-on-a-boeing-787-528e3b11?st=uz57etp2hyoz84v&reflink=desktopwebshare_permalink The Hill - Boeing whistleblower found dead in apparent suicide https://thehill.com/policy/transportation/4524968-boeing-whistleblower-found-dead-in-apparent-suicide/ BBC - Alaska Airlines blowout: Passenger describes being on Flight 1282 https://www.bbc.com/news/world-us-canada-68583149 We participate in the Amazon Associates program and may earn commissions from qualifying purchases.

48 min

8 Episodes

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.

Creator

Loren Moss
Years Active

2024 - 2026
Episodes

8
Rating

Clean
Copyright

©Unido Digital Media LLC
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Global Services: FDI, CX, BPO & Tech