The CX Intelligence Drop

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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.

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[BPO Insights] Enterprise Buyers Are Adding AI Clauses to BPO Contracts -- Here's What They Say

AI came up in "innovation" appendices that nobody enforced.

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[BPO Insights] Mid-Year AI-CX Market Map: Where Every Player Sits in the Ecosystem and Why the Convergence Has Started

The Landscape at Mid-Year Six months ago, the AI-CX landscape was a collection of discrete categories.

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[BPO Insights] The Click-to-Call Revolution: How 5x Conversion Rates Are Rewriting BPO Lead Generation

The Funnel Everyone Accepts Is Broken Every BPO runs the same lead generation playbook.

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[BPO Insights] BPO Funding Activity Is Down 40%: The Market Is Picking Winners and They Don't Look Like BPOs

Most BPO Operators Haven't Noticed.

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[BPO Insights] BPO M&A Is About to Accelerate: Why AI-Ready Operators Command 2-3x the Multiple of AI-Lagging Peers

The Quiet Shift in BPO Due Diligence Something changed in the last 12 months in how private equity firms evaluate BPO acquisition targets.

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[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.

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[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.

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[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.