The CX Intelligence Drop

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[BPO Insights] 6-Month BPO AI Market Retrospective: What Changed and What's Coming in H2

Six Months of Data, One Clear Story In January, I started publishing weekly analysis of the BPO AI market.

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

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

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[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.

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[BPO Insights] The "Build vs. Buy vs. Partner" Decision Tree for BPOs Evaluating AI

Every BPO operator I talk to is asking the same fundamental question: "How do we get AI capability?" The question is simple.

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[BPO Insights] The Channel Partner Playbook: How BPO Marketplaces, Outsourcing Advisors, and Consultants Shape AI Buying Decisions

The Deals You Never See Here's a number that should change how every AI vendor thinks about go-to-market in the BPO space: 40-60% of enterprise BPO buying decisions are influenced by intermediaries.

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[BPO Insights] Voice AI Pricing Models Ranked: Per-Minute vs. Per-Resolution vs. Flat Fee

The Pricing Model Is the Product Every voice AI vendor in the BPO market sells roughly the same technical capability.

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[BPO Insights] The BPO Competitive Response Playbook: What Happens When Your Competitor Deploys AI First

The Phone Call You Don't Want to Receive Your largest client calls.

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[BPO Insights] The BPO Buyer's Tech Stack: What's Getting Replaced and What's Staying

The Stack Has Been Static for a Decade Walk into any BPO operation running 500+ seats and the technology stack looks roughly the same as it did in 2015.

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[BPO Insights] The BPO AI Readiness Framework: How to Score Your Operation in 15 Minutes

Stop Guessing Whether You're Ready Over the past 18 months, I've sat across the table from more than 50 BPO operations evaluating AI.

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[BPO Insights] H1 2026 BPO AI Adoption Report: Winners, Losers, and Surprises

The first half of 2026 is in the books.

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[BPO Insights] The Insurance Vertical Is Next: Why Post-Healthcare, Insurance Is the Natural Expansion

Healthcare Was the Proving Ground.

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[BPO Insights] Zero-Shot vs. Fine-Tuned: What BPOs Actually Need for Production Deployment

You have thousands of hours of call recordings, millions of interaction transcripts, years of domain-specific language and workflows.