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It’s clear that outsourcing will remain important in 2021. Companies are seeking greater resilience after the business continuity crisis of the Covid-19 pandemic last year. But there is a clear move away from global outsourcing - few executives are keen to be spending 15-20 hours on an airplane right now. For American companies, the nearshore option is back in focus again. And they are looking closely at Colombia

Any manager making operational decisions needs to reduce guesswork and gambles. A Champion Challenger strategy reduces risk, by allowing ideas to be tested on a smaller group of customers, and provides hard evidence and data that can feed into improved decision-making.

Customer service in 2021 needs to be flexible, agile, and resilient. You need to know that your team will be functional regardless of business continuity challenges. The best way to guarantee this and also to ensure that team members avoid work-at-home fatigue, is to build a blended hybrid model that utilizes the best of both solutions

Nearshoring is making a comeback after a quiet 2020 where the focus was mainly on survival. The vaccine rollout is underway so although the pandemic is not quite in the past, we can see light at the end of the tunnel and this means that you need to start planning now for the customer service strategy you want to build in a post-pandemic world.

Many executives will be looking once again at their customer service strategy in the light of the Covid-19 pandemic and thinking about how to boost business resilience. A robust near shoring strategy could be an important step along that path and Bogotá offers more than almost anywhere else in the region.