Healthcare
Customer service
Outsourcing
Just back from the BPO & SSC Trends Conference by Pro Progressio and what an energy boost for anyone working in business services, CX, or operations. Events like this remind us how fast the sector is evolving and how much potential there still is to shape it.
A few insights that stood out the most:
AI and automation are now the operational backbone
No longer “nice-to-have.”
Across discussions, one theme repeated itself: automation, AI agents, voicebots, and analytics are becoming the foundation of modern BPO and shared services.
Not to replace people but to free them from repetitive tasks so they can focus on what really drives customer experience:
relationships, problem-solving, and expert support.
This shift echoes the results from the Offshore CX Confidence Index 2025, which highlighted that mature delivery ecosystems — those that combine human expertise with advanced technology — will lead the next wave of global CX operations. Axendi is already positioned here with solutions across automation, conversational AI, analytics, and omnichannel contact center services.
Poland is firmly on the global GBS map
The sentiment at the conference was clear: Poland continues to strengthen its position as one of Europe’s most reliable destinations for BPO, CX, and back-office services.
This isn’t accidental. It’s the result of:
- competitive operating models,
- modern infrastructure, and
- a mature outsourcing ecosystem trusted by international brands.
The Offshore CX Confidence Index 2025 also placed Poland among top-performing countries globally — especially for operational stability and service excellence.
The Łódź case study presented at the conference was a perfect picture of this evolution. A city that reinvented itself and became a significant player in the business services sector and a reminder of how local ecosystems power global operations.
And as someone from Łódź, seeing this transformation recognized on stage was a proud moment. Even more so because one of Axendi’s operations centers is located in Łódź, right in the heart of this growth story.
Flexibility is the new resilience
The past few years have shown that rigid operating models simply don’t survive long-term volatility.
Hybrid models, agile staffing, scalable teams, and smart knowledge management are no longer just improvements. They’re necessities.
At Axendi, we see this every day across our e-commerce, banking & finance, and healthcare projects.
Peak seasons, sudden demand shifts, or new compliance requirements can be managed smoothly when:
- forecasting is accurate,
- knowledge is centralized,
- automation removes bottlenecks, and
- teams can scale up or down with precision.
This is what modern resilience looks like.
BPO is now a strategic partner — not a vendor
This might have been the strongest message across the conference.
Clients no longer expect just “service delivery.”
They expect co-creation:
- support with designing customer journeys,
- improvements in process efficiency,
- insights that steer their CX strategy,
- and proactive identification of risks and opportunities.
This is exactly where Axendi places its focus — combining Advisory, Technology, and Delivery to help clients build operations that are scalable, data-driven, and customer-centered.
It’s not outsourcing for cost.
It’s outsourcing for capability.
Wrapping Up
The 2025 edition of BPO & SSC Trends was more than a conference — it was a snapshot of where the industry is heading.
A sector shaped by:
- AI breakthroughs,
- resilient operating models,
- strong regional hubs like Poland, and
- partnerships built around shared responsibility and growth.
Big thanks to Pro Progressio for creating a space where ideas flow, people connect, and the future of the industry becomes just a little clearer.
