We are proud to share that Welsend has been honored at the 9th China Customer Service Festival, receiving two prestigious accolades: Best Employer, recognizing our commitment to employee development, well-being, and a positive workplace culture. Inspirational Leader, awarded to our General Manager, Ms. Sun Wenling, for her visionary leadership and outstanding contributions to the customer service industry.
At Welsend, product innovation and people-first values are at the heart of our business strategy. As we continue to expand our global presence, we remain focused on delivering cutting-edge, high-quality outsourcing solutions tailored to meet the evolving needs of our clients.
At Welsend, we believe that artificial intelligence is more than just a technology—it’s a strategic partner that brings empathy, personalization, and precision to every customer interaction. Rather than replacing the human element, our AI solutions are designed to enhance it, delivering customer experiences that are both intelligent and emotionally resonant.
In today’s fast-evolving global landscape, enterprises face increasing challenges such as fragmented workflows, cross-border communication gaps, and rising operational risks. Welsend addresses these complexities with a comprehensive suite of AI-powered services, including:
Intelligent Recruitment – Streamlining candidate selection through smart profiling and data-driven insights
AI-Driven Training – Personalizing learning journeys to accelerate onboarding and skill development
Our end-to-end digital solutions are crafted to not only boost operational efficiency and scalability but also strengthen customer relationships through warmth, care, and responsiveness. With AI and human intelligence working hand-in-hand, we empower businesses to meet the demands of a global customer base while maintaining a human-centric approach.
Contact us if you need our services.👉: wsmarketing@welsend.com
The 14th China International Service Outsourcing Expo officially commenced on July 23, 2025, in the vibrant city of Wuhan, China. This premier event serves as a pivotal platform for showcasing global trends, emerging technologies, and strategic partnerships within the service outsourcing industry. Welsend is proud to be part of this dynamic gathering and warmly invites all industry professionals to visit us at Booth A211-A6 for meaningful dialogue, knowledge exchange, and collaboration opportunities.
We are thrilled to announce that Welsend has been honored with three prestigious awards, a testament to our unwavering commitment to excellence, innovation, and leadership in the digital service outsourcing sector:
Industry Leader (Customer Contact Center) — Recognizing our outstanding service quality and operational excellence in customer engagement.
Advantageous Park — Awarded to our Shandong Contact Center Base, highlighting its role as a top-tier, future-ready service hub in China.
Outstanding Figure — Bestowed upon Mr. Zhao Jia, Vice President of Welsend, for his visionary leadership and significant contributions to the development of the outsourcing industry.
These recognitions not only underscore our deep-rooted technological capabilities and industry expertise but also reinforce Welsend’s position as a benchmark enterprise in the field of digital intelligence and service outsourcing.
At Welsend, we believe in driving value through collaborative innovation. As we participate in this year’s expo, we are excited to explore the future of outsourcing alongside our peers and partners — from AI-driven customer solutions to intelligent business process transformation. Let’s work together to co-create a smarter, more connected future.
Contact us if you need our services.👉: wsmarketing@welsend.com
In 2023, the APAC region’s Customer Experience Management (CXM) market witnessed moderate growth, fueled by the adoption of omnichannel solutions, generative AI, and cloud services and the evolving social media landscape. Enterprises seeking to collaborate with CX service experts are driving this expansion to reduce costs, diversify operations, and support regional expansion. The travel and hospitality sector notably increased its CXM outsourcing due to a surge in tourism in countries such as Malaysia, Singapore, and the Philippines, while telehealth services’ rise in India and China spurred CXM’s demand in healthcare. Additionally, increasing mobile penetration and retail and e-commerce growth have amplified digital CXM solutions’ need across the region.
Providers have established centers of excellence focused on deploying advanced solutions, such as knowledge-as-a-service, conversational AI chatbots, and agent-assist tools, to accelerate innovation in digital CX, including generative AI. Many providers are also partnering with hyperscalers and AI startups to bolster their AI capabilities and broaden their service offerings.
In this report, we analyze 29 CXM service providers’ capabilities across industries in APAC. Each profile examines the provider’s service focus, key IP and solutions, domain investments, and case studies.
Scope
Industry: all
Geography: APAC
This assessment is based on Everest Group’s annual RFI process for the calendar year 2024, interactions with leading CXM service providers, client reference checks, and an ongoing analysis of the CXM services market
The Customer Experience Management (CXM) market in the EMEA region has been resilient in the face of a difficult macroeconomic environment, driven by the diverse economic landscape and accelerated digital transformation. Specific growth drivers include increased AI and automation adoption, rising demand for enhanced customer service, substantial investments in digital infrastructure, and a notable surge in demand from the energy and utilities sector amid a global energy crisis.
Enterprises across EMEA are aggressively advancing their digital transformation strategies, prompting providers to focus on delivering highly customized digital Customer Experience (CX) solutions strongly emphasizing data privacy and security. AI-driven personalization and localized service delivery’s growing demand reflects the region’s rich cultural and linguistic diversity. To support these evolving needs, providers are establishing centers of excellence dedicated to deploying advanced solutions such as knowledge-as-a-service, conversational AI chatbots, and agent-assist tools, which are driving innovation in digital CX, including gen AI technologies’ integration. Furthermore, many providers are strategically partnering with hyperscalers and AI providers to enhance their AI capabilities and expand their service offerings.
In this report, we analyze 37 CXM service providers’ capabilities across industries in EMEA. Each profile examines the provider’s service focus, key IP and solutions, domain investments, and case studies.
Scope
Industry: All
Geography: EMEA
This assessment is based on Everest Group’s annual RFI process for the calendar year 2024, interactions with leading CXM service providers, client reference checks, and an ongoing analysis of the CXM services market.
The Customer Experience Management (CXM) market in the Americas experienced moderate growth due to a stable economy, especially in the US. This favorable climate encouraged substantial investments from regional providers. Businesses are accelerating their digital transformation journeys. In response, providers offer diverse digital CX solutions, including automation, analytics, conversational AI, chatbots, self-service options, omnichannel delivery, and cloud-based contact centers.
To drive innovation and implementation in digital CX, including gen AI adoption, providers have established Centers of Excellence (CoEs). These centers deploy gen AI solutions, such as knowledge-as-a-service, learner co-pilots, QA&QC co-pilots, conversational AI chatbots, and agent-assist tools. Moreover, most providers are forging strategic partnerships with hyperscalers and AI startups to enhance their gen AI capabilities and expand their service offerings.
In this report, we analyze 43 CXM service providers’ capabilities across industries in the Americas. Each profile examines the provider’s service focus, key IP and solutions, domain investments, and case studies.
Scope
Industry: all
Geography: Americas
This assessment is based on Everest Group’s annual RFI process for the calendar year 2024, interactions with leading CXM service providers, client reference checks, and an ongoing analysis of the CXM services market
In the vibrant landscape of the Business Process Outsourcing (BPO) industry in the Philippines, inclusive leadership stands as a key driver of success. As the sector continues to thrive and evolve, leaders are recognizing the significance of fostering an inclusive workplace that celebrates the rich tapestry of diversity among team members.
The BPO industry in the Philippines is renowned for its diverse workforce, drawing talent from various regions, cultures, and backgrounds. Inclusive leadership in this context is not just an ethical imperative but a strategic necessity. Leaders need to understand and appreciate the unique perspectives that each team member brings to the table.
Beyond its ethical dimensions, inclusive leadership in the BPO industry makes solid business sense. Diverse teams bring a variety of skills, ideas, and approaches, contributing to innovation and problem-solving. Inclusive workplaces also tend to have higher levels of employee engagement, retention, and overall satisfaction, which are critical factors in an industry where human capital is a key asset.
Strategies for Embracing Diversity:
1. Develop a Culture of Inclusion:
Inclusive leaders actively work towards creating a culture where every team member feels valued and respected.
2. Encourage Open Communication:
Communication is the cornerstone of inclusive leadership. Leaders in the BPO industry should encourage open dialogue, ensuring that team members feel comfortable expressing their unique perspectives and ideas without fear of judgment.
3. Offer Diversity Training:
Investing in diversity and inclusion training can help leaders and team members develop a deeper understanding of different cultures, backgrounds, and perspectives. This not only promotes empathy but also equips the workforce with the skills to navigate a diverse environment effectively.
4. Establish Inclusive Policies:
Inclusive leaders go beyond rhetoric; they actively implement policies that support diversity. This includes fair hiring practices, equal opportunities for growth, and creating a workplace that accommodates various needs and preferences.
Benefits of Inclusive Leadership in the BPO Sector:
a. Improved Creativity and Innovation:
Diverse teams foster creativity and innovation by bringing a wealth of experiences and ideas to the table.
b. Enriched Employee Engagement:
Inclusive leadership cultivates trust and engagement, fostering a positive and collaborative workplace culture.
c. Better Problem-Solving:
In a diverse team, different perspectives and approaches to problem-solving can lead to more comprehensive and effective solutions.
Inclusive leadership in the Filipino BPO industry is not just a moral obligation; it is a strategic imperative. By actively embracing and celebrating the diversity within their teams, BPO leaders can create workplaces that are not only ethically sound but also more innovative, engaging, and ultimately successful in the dynamic landscape of the outsourcing industry. As the industry continues to evolve, inclusive leadership will play a pivotal role in shaping a future where diversity is not just acknowledged but embraced as a source of strength and competitive advantage.
The call for upskilling has emerged as a strategic response to the ever-evolving demands of the sector. BPO companies that have embraced this trend recognize the profound impact it has on both individual employees and the overall organizational performance.
As we delve into the essence of upskilling, it becomes evident that it is not merely a transient trend but a fundamental necessity. The BPO sector, often at the forefront of technological integration, faces the dual challenge of staying competitive in the global market and ensuring the professional growth of its workforce. Automation, artificial intelligence, and data analytics are reshaping the nature of tasks within the BPO industry. Employees who embrace continuous learning and upskilling find themselves better equipped to navigate this technological terrain. Rather than fearing displacement, they become architects of their professional destiny, adapting to new tools and methodologies.
Furthermore, upskilling is not just about acquiring technical know-how; it encompasses a broader spectrum of skills. Soft skills, critical thinking, problem-solving, and adaptability are becoming equally crucial in a landscape that values multidimensional competency. BPO companies are increasingly recognizing that a holistic approach to upskilling, addressing both technical and soft skills, cultivates a workforce that is not just proficient but also agile in the face of change.
Moreover, upskilling aligns with the broader goals of employee retention and job satisfaction. Companies that invest in the continuous development of their workforce send a clear message — they value their employees as assets and are committed to nurturing their growth. This commitment, in turn, fosters a positive work culture where employees feel empowered and motivated, contributing to increased job satisfaction and a lower attrition rate.
In conclusion, the winds of change blowing through the BPO industry bring with them the imperative for upskilling. As technology continues to advance, companies that embrace this trend are not just adapting to change but actively shaping their future. The journey towards perfection, as Churchill suggests, involves a commitment to change often, and in the realm of BPO, upskilling stands as a beacon guiding both companies and employees towards excellence in an ever-evolving landscape.
