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AI‑Powered CX Insights for Outsourcing Leaders.
Practical playbooks, deep ROI analysis, governance frameworks, and research to safely transition from legacy contact centers and BPO to AI‑first customer operations.
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The Global State of AI CX Outsourcing 2025
A data-rich view of adoption, spend, vendor shifts, and regional dynamics in AI-enabled BPO.
14 min read
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The Global State of AI CX Outsourcing 2025
A data-rich view of adoption, spend, vendor shifts, and regional dynamics in AI-enabled BPO.
14 min read
- Spend up 37% YoY
- Containment the #1 KPH
- Shift to hybrid sourcing
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The Onshore vs. Offshore vs. AI-First Playbook
Manage reskilling, labor relations, and change with transparency.
8 min read
- Transparent change management
- Strategic workforce reskilling
- Collaborative labor relations
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The Economics of 24/7 Global CX Coverage With AI
Model the shift from follow-the-sun staffing to always-on AI and quantify multi-year ROI.
10 min read
- -27% per contact
- +8–12pt NPS
- Payback < 9 months
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Vendor Risk Management in AI-Powered CX
Evaluate, contract, and multi-home across a fast-moving tech/vendor ecosystem.
12 min read
- AI-specific due diligence
- Contractual safeguards
- Multi-vendor strategy
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Integrating AI CX Into Legacy IT Environments
Practical integration patterns for CRMs, ERPs, and ticketing with API-first orchestration.
11 min read
- API-first orchestration
- Modular integration patterns
- Legacy system modernization
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How to Transition Agents Into AI Supervisors
Reskill frontline agents into orchestrators: escalation, QA, prompt hygiene, and CI.
9 min read
- AI-augmented workforce
- Human-in-the-loop supervision
- Continuous improvement culture
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The Revenue Side of AI CX: Turning Support Into Sales
8 min read
- AI-driven growth
- Smart upselling & cross-selling
- Optimized CLV
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Employee Relations & Labor Risk in AI CX Transitions
Manage reskilling, labor relations, and change with transparency.
12 min read
- Transparent change management
- Strategic workforce reskilling
- Collaborative labor relations
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Cross-Border Data Privacy in AI Contact Centers
Operate legally across jurisdictions: GDPR/CCPA/APAC, residency, redaction, logging.
12 min read
- Compliance framework
- Data residency & sovereignty
- Privacy controls
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Conversational AI Meets RPA: End‑to‑End Automation in CX
Connect front-end LLMs to back-office robots for true resolution, not just deflection.
11 min read
- End-to-end automation
- True resolution workflows
- LLM-powered agents
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Measuring the True Performance of AI Agents
Define AI-native metrics (accuracy, containment, escalation) and build real-time CX dashboards.
12 min read
- AI-native metrics
- Real-time CX dashboards
- Reliability beyond accuracy
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The AI Maturity Model for Outsourced CX
Stage-by-stage blueprint with benchmarks, case studies, and a transition roadmap.
15 min read
- Maturity blueprint
- Benchmarks & cases
- CX transition roadmap
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Technology and Innovation: A Strategic Blueprint for Enterprise Transformation
A comprehensive framework for moving beyond incremental improvements to drive strategic innovation, adopt emerging technologies, and build a resilient, transformation-ready organization.
1 min read
- Innovation frameworks
- Tech adoption
- Transformation-ready model
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