The eighth annual Contact Islands conference, convened by the Contact Center Association of the Philippines (CCAP), kicked off today at the Nustar Hotel in Cebu City, with a renewed focus on expanding the business process outsourcing (BPO) industry into provincial areas through the ‘Digital Cities’ initiative.
This year’s conference, which runs until July 26, aims to decentralize the industry’s growth that has predominantly been concentrated in major metropolitan areas like Manila and Cebu. The initiative has identified 33 potential new locations for digital cities, 23 of which have already begun implementing tailored roadmaps.
“We are particularly excited about the involvement of local government units this year, as it aligns with our goal to push for growth in the provincial areas,” said Mitch Locsin, CCAP chairman, emphasizing the strategic importance of this expansion.
The conference has drawn more than 650 attendees, including key industry players, government officials, academics, and other stakeholders. They will collaborate on aligning plans and strategies to tackle customer experience (CX) issues both locally and globally. Highlights of the conference include an industry report by CCAP and a keynote speech by Secretary Frederick Go.
Cebu, as the host city, is highlighted for its mature BPO market, with future growth predominantly focusing on expansion. “People are still coming to Cebu. There’s so much growth to be had here,” stated Haidee Enriquez, a CCAP board director. She noted that Cebu’s readiness for business, sustained infrastructure development, and continuous talent production are key to its ongoing expansion in the IT-BPM sector.
A significant addition to this year’s conference agenda is the Philippine Skills Framework, which introduces a new cybersecurity career track. This framework is designed to help educational institutions in the emerging digital cities align their curricula with industry needs, supporting the development of a skilled workforce equipped for modern challenges in the contact center environment.
Cybersecurity has been a focal point of discussions, reflecting global concerns about data protection and security threats. “As digital transformation deepens, cybersecurity remains a top priority. Our goal is to integrate advanced cybersecurity measures to safeguard our operations and maintain trust within the industry,” Enriquez explained.
The conference occurs at a pivotal time as the Philippines’ BPO industry is projected to reach a headcount of 2.5 million by 2028, with the sector expected to contribute approximately $49 billion out of a targeted $59 billion in IT industry revenue.
“The customer experience that our industry provides is the embodiment of our collective vision and concerted actions. Through the years, the Philippines, being the primary provider of excellent contact center and outsourced business processes to the world, has served as the heart of CX,” Locsin concluded, emphasizing the strategic importance of the sector to the national economy.
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