[BPO Insights] The CX Industry Isn't Being Disrupted. It's Being Rebuilt From the Interaction Layer Up.

I've used the word "disruption" in some of those posts.

[BPO Insights] What I'd Tell Myself 6 Months Ago About Selling to BPOs

Six Months of Tuition Six months ago, I knew how to build an AI product.

[BPO Insights] The Case Study Economics: What One Production Deployment Is Worth in Pipeline Value

The Most Undervalued Asset in B2B AI Sales Everyone in B2B knows case studies matter.

[BPO Insights] How a 20-Agent BPO Taught Me More Than a 40,000-Agent Enterprise

The Call That Changed How I Think About Customer Size Six months ago, I would have ranked our prospects by agent count.

[BPO Insights] Spanish Is Non-Negotiable: The Multilingual Mandate in US Healthcare CX

And in US healthcare, the language that matters most is Spanish.

[BPO Insights] The AI-Powered BPO Tech Stack in 2028: A Complete Architecture

The Tech Stack That Doesn't Exist Yet Most BPO technology stacks in 2026 look like they were assembled by accident.

[BPO Insights] The Conversation That Made Me Rethink Our Entire Product Roadmap

The Feature Request That Wasn't Six months ago, I sat in a conference room with a BPO operator who ran a 350-seat operation focused on healthcare scheduling.

[BPO Insights] The Referral Flywheel: Why Happy BPO Partners Generate 70% of Pipeline

The Pipeline Source Nobody Optimizes Every startup I know obsesses over two go-to-market channels: outbound sales and inbound marketing.

[BPO Insights] What Happens in the Room When You Show a BPO Their Client's AI Agent

The Demo That Sells Itself I've done this demo over 200 times now.

[BPO Insights] FQHCs Are the Perfect AI Customer: High Volume, Low Tech, High Need

The Market Nobody Is Talking About Every AI company in healthcare is chasing hospitals.

[BPO Insights] The Global Expansion Playbook: Which Markets Are Ready for AI-Powered CX

Some Are More Ready Than You Think.

[BPO Insights] Mid-Year Performance Analysis in AI-Powered BPO

What Actually Happened Six months ago, I had a plan.