Podcast ¦ CX Files: Elona Ymeri – Assist Digital – Albania & The Value Of Smaller BPO Locations

Key Take Aways

1. Smaller, specialised destinations such as Albania are increasingly attractive for European companies seeking proximity, cultural affinity, and agility in customer experience (CX) delivery.
2. The evolving digital landscape allows these smaller locations to offer bespoke, flexible services tailored to client needs, contrasting with traditional large-scale operations.
3. The shift towards a hybrid digital blend involves integrating AI and human agents, shifting the emphasis from headcount to high-value, strategic solutions.
4. There is a recognised need for educating clients about the real capabilities of emerging digital destinations, correcting misconceptions with fact-based insights.
5. Companies are prioritising closer-to-market, culturally aligned destinations to enhance collaboration, decision-making speed, and customer satisfaction.
6. The growth of agentic AI and authentic AI solutions is poised to transform CX in 2026, enabling smarter, more adaptive interactions.
7. Compliance and regulatory adherence are becoming increasingly important, notably with the implementation of AI-related regulations and unified standards across regions.
8. The CX industry is moving towards strategic partnership models rather than simple outsourcing, focusing on co-creating optimised, value-driven solutions.
9. Integration of AI with human talent, along with close regulatory compliance, will be key to future success in CX.
10. The trends indicate a move from purely cost-driven BPO models towards those aimed at enhancing productivity, retention, revenue, and market access.
11. Smaller destinations that offer high-quality, multilingual talent with advanced AI capabilities are positioning as competitive alternatives to traditional hubs.
12. The prominence of innovative government-led initiatives, such as Albania’s AI-driven governance and digital transformation plans, boost international perception and attractiveness of such destinations.

Key Statistics

• Almost 30,000 people are employed in Albania’s BPO and ICT sectors.
• Albania’s BPO sector has been operational for over 20 years, showcasing its maturity and experience.
• Albania is aligning with European standards as it progresses towards EU membership.
• Digitisation efforts in Albania aim to eliminate cash transactions by 2030.
• The Albanian industry has a strong focus on AI investment, including a dedicated Minister of State for artificial intelligence and innovation.

Key Discussion Points

• The increasing relevance of smaller destinations like Albania in the global CX landscape.
• How proximity, cultural alignment, and time zone similarities influence client preference for nearshore locations.
• The potential of blending human agents with AI to create intelligent, adaptive CX solutions.
• The importance of client education to challenge misconceptions about emerging destinations.
• The strategic role of agility, speed, and tailored service offerings in smaller destinations.
• The significance of compliance and regulatory frameworks in shaping future CX models.
• The shift from volume-based headcount metrics to value-driven, strategic partnerships.
• The importance of offering borderless, AI-powered solutions capable of serving global clients.
• The emergence of AI as a government-led innovation, affecting national reputation and attractiveness.
• Future trends including the growth of authentic AI and agentic solutions in service delivery.
• The requirement for a balanced integration between technology and human empathy in CX.
• The evolving role of CX providers in designing integrated, co-created operational architectures for clients.

Podcast Description

This podcast explores contemporary trends and insights in the Customer Experience (CX) and BPO industry, with a special focus on emerging digital destinations such as Albania. It discusses the evolving landscape shaped by AI, regulatory developments, and strategic partnerships, and considers how smaller, agile locations can complement traditional hubs through specialised, personalised services. Featuring expert perspectives, the podcast delves into future industry trajectories, highlighting the importance of compliance, technology integration, and regional positioning in delivering high-quality, innovative CX solutions.