From the Other Side

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[BPO Insights] A Collections BPO Showed Me a Use Case I Never Considered

The Meeting I Almost Didn't Take I'll be honest about this one.

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[BPO Insights] When the CEO Personally Attends the First Call, the Deal Dynamics Change

The Standard Pattern Here's how AI vendor evaluation normally works at a large enterprise BPO.

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[BPO Insights] The Champion Who Couldn't Get Procurement to Move: Why Internal Politics Kill More AI Deals Than Product Gaps

He Had Everything Except Permission I've told this story in pieces before.

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[BPO Insights] "We Need AI But Don't Know Where to Start" — The Most Dangerous Sentence in Enterprise CX Right Now

The Sentence That Keeps Appearing I've talked to dozens of BPO operators in the last three months.

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[BPO Insights] The Security Review That Took 4 Months (And What I'd Do Differently Next Time)

The Deal That Got Stuck in Compliance Purgatory Four months ago, we started a conversation with a social enterprise BPO.

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[BPO Insights] What a 53% Healthcare Revenue BPO Taught Me About Vertical Focus and AI Urgency

The CEO Who Showed Up to a Vendor Call I've been on hundreds of evaluation calls with BPOs.

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[BPO Insights] "Just Show Me It Works on One Client" — Why the Minimum Viable Proof Point Closes More BPO Deals Than Any Pitch Deck

One client, live in production, with metrics I can see and verify.

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[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.

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[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.

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[BPO Insights] A CIO Evaluated 5 AI Vendors in Parallel. Here's What He Actually Compared.

The Setup Nobody Talks About Here's how AI vendor evaluations actually work inside an enterprise BPO.

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[BPO Insights] The Discovery Call That Went 69 Minutes (And Why Long Calls Are the Most Reliable Buying Signal in Enterprise Sales)

The Calendar Slot Was 30 Minutes Discovery calls are supposed to be 30 minutes.

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[BPO Insights] "What If My Agents Find Out?" — The Fear Conversation Every BPO Leader Has Behind Closed Doors

The Question That Gets Whispered It happens in every executive conversation about AI adoption.