259: CX Beyond the Hype: Global Survey Insights, Outsourcing Strategies & Leadership Lessons with Peter Ryan

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In this episode of Navigating the Customer Experience, we are joined by Peter Ryan, President and Founder of Ryan Strategic Advisory, is recognized globally as one of the foremost experts in customer experience (CX) and business process outsourcing (BPO). For over two decades, Peter has advised CX outsourcers, enterprises, governments, and associations on strategic issues like technology deployment, offshore positioning, and service delivery. He is also the publisher of the annual CX Technology and Global Services Survey, considered the most comprehensive look into the minds of enterprise CX leaders across North America, Europe, and Asia Pacific.

Peter’s journey into CX began in London more than 20 years ago at Data Monitor, a market analysis firm. Though unfamiliar with CRM at the time, his curiosity and willingness to learn launched a career that has since evolved into running his own advisory business for nearly a decade. Today, he is a trusted voice in the industry, helping organizations align technology, outsourcing, and strategy to elevate customer experience.

A highlight of Peter’s work is his CX Technology and Global Services Survey. Now in its 8th year, the study benchmarks enterprise priorities, investment areas, and challenges. The 2025 survey, with over 800 decision-makers, revealed three major themes:

1. Data security, compliance, and regulation remain top concerns, with leaders prioritizing fraud prevention, cybersecurity, and privacy compliance.
2. BPO partnerships continue to grow, proving outsourcing is now integral to CX delivery.
3. AI fatigue is rising. While organizations remain interested, fewer leaders expect demand for AI tools to increase, instead seeking real, proven use cases.

Peter also co-founded the CX Outsourcers Conference with Tracy Freeman and Mark Angus. Since 2018, it has become a global gathering of CX and outsourcing leaders, offering unfiltered dialogue and cross-industry perspectives. After stops in Las Vegas, Atlanta, and Munich, the next conference will take place in Ottawa in 2026—their first outside the U.S.

Looking ahead to 2026 and beyond, Peter identifies two priorities for CX leaders:

1. Fix declining service levels. Consumer satisfaction is hitting historic lows, with indexes in the U.S. and U.K. “plumbing new depths.” Leaders must ask why customers feel underserved and address the gaps.
2. Fight for CX investment. Leaders must secure budgets to evolve people, processes, and technology. Relying on outdated methods won’t work—organizations need continual recalibration to retain customers cost-effectively.

Beyond strategy, Peter shares his personal inspirations. Two books shaped his outlook: What Does This Button Do? by Bruce Dickinson, which illustrates the power of lifelong learning and reinvention, and The Hawke Memoirs by Australian Prime Minister Bob Hawke, highlighting resilience and decisive leadership.

For daily productivity, Peter relies on WhatsApp, which has become his go-to professional communication tool, far more effective than overloaded email inboxes.

Currently, Peter is most excited about growing the CX Outsourcers community, creating safe spaces for executives to collaborate, share best practices, and elevate the industry without the pressure of sales.

When it comes to adversity, Peter lives by the philosophy that “things can only get better” and emphasizes personal responsibility: while external factors may be uncontrollable, we remain masters of our own destiny.

This episode offers a rich perspective on CX strategy, outsourcing trends, and the leadership mindset required for the years ahead.

Recommended Books:

• What Does Th