[BPO Insights] CCaaS Platforms Are Adding Native AI — And BPOs That Depend on Them Are About to Become Redundant

The Feature Announcements Keep Coming Open any CCaaS vendor's product blog from the last 12 months.

[BPO Insights] The BPO Industry in 2030: Three Scenarios, Three Sets of Winners, One Strategic Decision

The Forking Path Every industry facing technological disruption eventually arrives at a forking path.

[BPO Insights] Scope Creep Almost Killed Our Best Partnership: How Five Promising Workstreams Paralyzed Everything

The Partnership That Had Everything I'm going to tell you about a partnership that almost died from potential.

[BPO Insights] Collections AI Economics: How After-Hours Automation Is Reshaping Debt Recovery Operations

The Vertical Nobody Talks About When people discuss AI in the BPO industry, they talk about customer service.

[BPO Insights] Why Initial AI Deployments Miss Revenue Projections: Understanding Value Beyond First-Month Metrics

Reality I built a beautiful financial model for our first BPO deployment.

[BPO Insights] Q1 BPO AI Adoption Scorecard: Less Than 5% Have AI in Production While 70% Are "Evaluating"

The Gap Between Saying and Doing I spent Q1 in active conversations with dozens of BPOs across every segment of the outsourcing industry.

[BPO Insights] AI-Native CX Companies Will Reach $10B Before Traditional BPOs Catch Up

The Number That Should Terrify Every BPO Executive An AI-native CX company reached a $10 billion valuation before its second birthday.

[OpenClaw] OpenClaw for Business: Why IT and Security Teams Are Saying No

IT and security teams are blocking OpenClaw for business use. Understand the specific concerns and what enterprises should deploy instead for AI agent capabilities.

[BPO Insights] The Hardest Conversation I Have Every Week: Telling BPO Operators Their Timeline Is Wrong

The Calendar That Doesn't Match Every week — and I mean literally every week — I have a version of the same conversation.

[BPO Insights] 200 Missed Weekend Calls: The Real Cost of No After-Hours Coverage, Quantified Down to the Dollar

The Voicemail Graveyard Every Friday at 5:00 PM, a community health center's phone system switched to voicemail.

[BPO Insights] "Your AI Needs to Navigate EPIC Without an API" — The Desktop Agent Moment That Changes Everything for Healthcare BPOs

The Statement That Stopped the Call A healthcare BPO operator said something on a discovery call three months ago that reframed our entire technical roadmap.

[BPO Insights] The RFP Is Changing: What Enterprise Buyers Now Require That They Didn't 18 Months Ago

Not as a nice-to-have checkbox.