June 2024
On June 13th, 2024, Nearshore Americas hosted its annual Nexus conference in Jersey City, New Jersey. This year’s theme, “The New Matrix of Global Delivery,” underscored the conference’s importance as the premier platform to delve into the fundamental issues that shape the performance of the Nearshore model, leveraging the market expertise of Nearshore Americas to deliver an experience that generates new insights, connections, and business opportunities.
This year’s discussions centered on how Latin America and the Caribbean have cultivated a worldwide reputation built on value, competence, and flexibility. Geopolitical instability has real consequences for the models used to underpin global services programs. As competition shifts and new avenues open, the Americas’ Nearshore continues to capture a larger share of the global knowledge economy.
KM² Solutions’ President & CEO, David Kreiss, joined a panel on the strategic discussion topic:
“Caribbean 3.0: Are the Tools in Place to Deliver on the Dream?”
Moderated by Zia Paton, (Partner, Digital Services Leader (Caribbean), PwC), David Kreiss was joined by panelists Kishman N. Spence (Executive Director, KPMG Jamaica), and Lynda Arsenault (International FDI Consultant and Investment Executive, Invest Barbados).
Caribbean 3.0 symbolizes the region’s next evolution, and the dream of becoming a premier nearshoring destination is not just within reach; it is actively being realized. With its skilled workforce, cost-effectiveness, robust governmental support, advancing technological infrastructure, and a spirit of innovation and adaptability, the Caribbean is already a formidable partner in the global business landscape.
“When I started KM² in 2004, everyone was going to Jamaica. At the time, there were no other BPOs in St. Lucia. I look at talent pools and local competition. St. Lucia, Barbados, and Grenada all have very high literacy rates. Even though there are strong local dialects, their English on the phones is magnificent. That’s what you want from a BPO. And that has helped us become the largest privately held BPO in the Nearshore.”
– David Kreiss.
Innovation and adaptability are not just buzzwords but the driving forces as the region embraces digital tasks and leverages new technologies such as artificial intelligence and cloud computing. The ongoing disruption of automation solutions and artificial intelligence was closely scrutinized as they looked to identify exactly how well-established delivery models are being transformed today and what’s ahead in the near term.
“I’m not an engineer, but AI needs data. That’s how you build and leverage those technologies. The problem with BPOs is that we don’t touch data. The clients don’t provide you with their data. It’s beyond the firewall, so we cannot build AI ourselves. But, we can use AI-supported ancillary applications to enhance agents’ ability to make more informed decisions and interact with our clients’ customers. Clients look to us to provide excellent interactions with their customers, and we do that extremely well.” added Kreiss.
About KM² Solutions
KM² Solutions ( KM2 Solutions ) is an award-winning BPO with over two decades of experience operating an exclusive nearshore strategy throughout the Caribbean and Latin America. KM² provides outsourced inbound and outbound customer service contact services for voice, chat, email, and mobile to clients in financial services, multi-unit healthcare, insurance services, travel & hospitality, eCommerce, technology & telecommunications, home services, and other sectors. The company provides clients with a host of solutions, including customer support and care, telesales & retention, claims management & processing, appointment setting & schedule management, loan origination & verifications, back-office processing, and technical support. KM² Solutions maintains PCI DSS compliance, completes an annual SOC 2 audit, and has a Compliance Management System that meets the FDIC standards.
