The 2028 Thesis

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[BPO Insights] Where We're Going: The Anyreach Vision for the Next 18 Months

The Last Post This is the 130th piece of content I've published in 26 weeks.

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[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.

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[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.

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

Some Are More Ready Than You Think.

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[BPO Insights] The Unbundling of the BPO: Which Functions Get Automated, Which Get Elevated, and What's New

Each function has different skill requirements, different economics, and different susceptibility to automation.

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[BPO Insights] Prescription Refills, Insurance Verification, and Referral Coordination: The AI Healthcare Workflow Stack

Healthcare Is Not One Workflow The most common mistake in healthcare CX automation is treating "healthcare" as a single category.

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[BPO Insights] The BPOIndex Thesis: Why a Ranking Engine Is the Best Top-of-Funnel for AI

The Cold Outreach Problem Cold outreach to BPOs is brutal.

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[BPO Insights] Digital Twins in CX: Why Every Enterprise Will Have an AI Clone of Their Best Agent

The Best Agent Problem Every BPO operation has a performance distribution.

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[BPO Insights] The AI-CRM: Why BPOs Need a Customer Intelligence Layer, Not Just a Dialer

The Data Nobody Collects Here's what happens at a typical BPO when a customer calls.

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[BPO Insights] By 2028, 50% of BPO Revenue Will Come From Technology Margins, Not Labor

The Revenue Mix That Defines an Industry The BPO industry generates approximately $280 billion in annual revenue globally.

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[BPO Insights] The Three Moats in AI-CX: Data Network Effects, Distribution, and Ecosystem Lock-In

The Moat Question Investors ask one question more than any other: "What's your moat?" In AI-powered CX, most companies answer with some version of technology.

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[BPO Insights] What "Human-in-the-Loop" Actually Means in Production (Not What You Think)

The Most Overused Phrase in Enterprise AI Every AI vendor pitch deck includes the phrase "human-in-the-loop." Every enterprise buyer's requirements document demands it.