Is Cuba Ready for a BPO Revolution? We Have Some Answers

Costa Rica Services Summit Coverage (The show is over, but the reporting continues!)

Officials from Cuba's DISAIC, (Cristina Espinosa on left and Mayra Barreto) spoke optimistically about Cuba's emerging professional services sector

Officials from Cuba's DISAIC (Cristina Espinosa on left and Mayra Barreto) spoke optimistically about Cuba's emerging professional services sector. CRM Central Editor Kirk Laughlin joins them at the Costa Rica Services Summit.

The establishment of Cuba as an Nearshore services base for US corporations is not as outrageous as we might have thought only a year ago. Recent geopolitical shifts (including the recent wrangling over Cuba’s potential OAS membership, detailed here in Time Magazine) are revealing a genuine thaw between the US and Cuba with the potential removal of the “insane” embargo in place since 1960.

While I don’t plan to incite any political firestorms here, there are clearly some valid causes to encourage normalized trade relations with Cuba, cultivate technology transfer and  enable Cuba to slowly develop a viable, long-term export services sector. Why? For the same reasons that apply to many of its Nearshore neighbors – from Panama to Nicaragua and Jamaica and the Dominican Republic – the  inflow of foreign capital into economically distressed nations generally causes good things to happen. Jobs appear where they didn’t before, university students develop career aspirations that are based on realistic opportunity, knowledge workers develop specialized skills and foreign corporations begin to investigate the long-term value of initiating sourcing relationships.

Can this happen in Cuba? It’s not as insane as you might think.

I say that because I sat down with two Cuba government officials at the Costa Rica Services Summit, both of whom work for at DISAIC, a government agency focused on consulting with Cuba business to improve their technology infrastructure, HR, training and technical services.  Sitting down for an interview was Cristina Ramirez Espinosa, marketing communications director  and Mayra Sanchez Barreto, IT consulting director. Continue reading

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