Podcast ¦ CX Files: Phil Kitchen – Customer Contact Panel – Jamaica Is Moving Beyond The Nearshore

Key Takeaways

1. Jamaica is establishing itself as an attractive nearshore outsourcing destination, especially for North American markets, and is now focusing on expanding into the UK market.

2. The recent Outsource to Jamaica (O2J) conference showcased strong governmental support for the BPO sector, with high-level officials, including the Prime Minister of Jamaica, in attendance.

3. Jamaica could leverage its historical ties and cultural connections with the UK as a strategy for penetrating the British outsourcing market.

4. There is growing interest among Jamaican BPOs to diversify their client base beyond North America, with a particular focus on UK enterprises.

5. The Jamaican diaspora in the UK represents an untapped resource for building relationships with British companies, facilitating market entry.

6. Cultural similarities and a shared language make Jamaica an appealing outsourcing destination for UK companies.

7. Understanding buyer behaviour is crucial, as UK clients tend to be more discerning and require a more comprehensive sales approach than their North American counterparts.

8. Jamaica’s infrastructure and technological capabilities are improving, which is essential for delivering high-quality BPO services.

9. Educational outreach will be key to enhancing Jamaican BPOs’ understanding of the UK market and its needs.

10. Collaborating with UK-based outsourcing companies could create synergies and assist Jamaican firms in establishing a foothold in the UK.

11. Participation in international conferences like O2J is essential for raising awareness and creating networking opportunities.

12. Drawing from South Africa’s successful BPO evolution could provide Jamaica with a proven framework for market entry and growth strategies.

Key Statistics

• The O2J conference took place on April 10, 2025.

• The Jamaican BPO sector is historically connected to the US and Canada.

Key Discussion Points

1. The diverse functions that Jamaican BPOs can deliver, including customer service, sales, B2B, and B2C services.

2. The importance of dignitaries’ engagement and participation at the O2J conference.

3. The need for Jamaican outsourcers to understand the cultural context and buyer expectations in the UK.

4. The significance of Jamaica’s cultural ties to the UK, exemplified by influential figures like Bob Marley.

5. Competing with established outsourcing destinations, particularly South Africa.

6. The importance of enhancing Jamaica’s marketing efforts as a BPO destination.

7. The different tiers of outsourcing organisations in Jamaica, from large firms to smaller entities.

8. The potential benefits of having a physical presence in the UK for Jamaican outsourcers.

9. Strategies for Jamaican firms to offer competitive pricing while maintaining service quality.

10. Successful networking opportunities facilitated by the O2J conference.

11. Addressing misconceptions about travel distances between the UK and Jamaica, compared to other outsourcing destinations.

12. The potential for partnerships between Jamaican and UK-based outsourcing agencies.

Podcast Description

In this episode of The CX Files, hosts Mark Hillary and Peter Ryan reflect on the recent Outsource to Jamaica conference, discussing Jamaica’s ambitions to break into the UK outsourcing market. Featuring insights from Phil Kitchen, who took part in a key fireside chat at the conference, the discussion explores Jamaica’s unique advantages in the BPO landscape, its historical connections to the UK, and the challenges it faces in attracting discerning British clients. The episode highlights the strategies Jamaican stakeholders can use to boost their visibility and competitiveness in the ever-evolving outsourcing sector.