Laughing Leadership, Dave D’Arcy

BPO State of the Nation 2026

The future of outsourcing needs more than another conversation about cheaper hours.

Five issues worth asking awkward questions about.

For BPO leaders, outsourcing buyers and investors, the challenge is commercial as well as operational. Dave’s four-page key findings explain five tensions that deserve a closer look.

  1. Commercial agreements can reward activity while clients want fewer problems.
  2. Growth has outpaced the preparation and support of frontline leaders.
  3. The customer problem must come before the technology purchase.
  4. Green operational reports can hide unfinished customer business.
  5. Expertise needs to become the product, rather than cheaper hours.

The summary distinguishes published research, illustrative examples and Dave’s operational experience. It is a starting point for discussion, not a universal forecast or a promised return.

How Dave develops BPO relationships
First page of the supplied four-page key findings
The real summary, written by Dave. Four pages.

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Go further with the report and tools.

The package is listed at £149 on Payhip. It includes:

  • The complete 67-page report.
  • An editable 36-month financial workbook.
  • A managed-service opportunity model.
  • An investment assessment companion.

Explore the assumptions, compare scenarios and examine the consequences for your business. Illustrative modelling is not a forecast or a client result.