Vendor or Partner? You have a choice.
Choosing the Right Business Process Outsourcer: Key Factors and the Office Gurus’ Approach In today’s competitive business landscape, selecting the right Business Process Outsourcer (BPO) is critical to achieving your company’s goals. It’s not just about finding a vendor to handle tasks; it’s about forging a partnership that aligns with your values, understands your vision, […]
AI won’t replace agents, but it will replace unprepared CX leaders
Most leaders are thinking about AI the wrong way. Not everyone will agree, and that’s exactly why this matters. Last week I was out in Las Vegas with Jaimie Bell and Ben Alpert attending Enterprise Connect. We sat in on many of the sessions with panels and leaders across the CX and technology space, and […]
AI Is Reshaping the Contact Center. The Biggest Shift Won’t Be the Technology.
Much of the discussion around AI in contact centers focuses on efficiency, making our jobs or our agents’ jobs easier. Agent assist. Predictive insights. Automation. Better reporting. The benefits are real, and they are accelerating. AI is helping employees and agents surface answers faster, helping supervisors identify coaching opportunities earlier, and giving leadership teams deeper […]
Why CX Fails at Scale: The Gap Between Strategy and Daily Execution
If there’s one takeaway CX leaders should internalize, it’s wrong. They fail because they never survive contact with day-to-day operations. At the executive level, CX often looks clean and logical: journey maps, KPIs, technology stacks, staffing models, and quarterly targets. On paper, everything aligns. In reality, the frontline experience that customers actually feel is shaped […]