March 30, 2026
The Bald + The Beard | Episode 5: Outsourcing: Myth vs Reality
In the fifth episode of The Bald + The Beard, hosts Tom Luther and Andrew Griffiths kick off 2026 by taking on the wave of CX predictions flooding […]
News & Insights
March 18, 2026
AI Financial Fraud Is Getting Scarily Convincing and Your Contact Center Is the Last Line of Defense
Fraud tactics are evolving quickly, but the bigger challenge for fintechs and banking organizations is how support teams respond when those scams reach the contact center. While new […]
January 12, 2026
If You Sell CX at Conferences, These 5 Budget Blockers Are Killing Your Deals
If you’re a CX seller, tech partner, consultant, or referral connector working the in-person event circuit, you’re not showing up for business cards and branded socks. You’re there […]
November 5, 2025
Symplicity Conversations: Redefining Outsourcing with Human Touch
In the latest episode of Symplicity Conversations, Outsource Consultants’ Andrew Griffiths unpacks how brands can blend AI and human talent to close the experience chasm, the gap between […]
November 4, 2025
The Amplitude of Tech: Balancing People, Process & AI
Amplitude of Tech welcomed Andrew Griffiths of Outsource Consultants for a practical conversation with Shawn Cordner, CMO at Amplix. They covered what BPO really means, how AI is […]
October 14, 2025
Branch Closures Aren’t Just Real Estate Decisions: How to Reinvent CX as the Physical Footprint Shrinks
Banks are closing branches faster than ever, but most are forgetting what those closures really disrupt. For many customers, a branch is still the most reliable touchpoint they […]
October 7, 2025
Why Spring Break Is the Ultimate Stress Test for Travel CX Leaders
Spring Break and Easter 2026 will bring one of the biggest travel surges of the year. But what most travel brands aren’t planning for is what that surge […]
August 4, 2025
How AI is Reshaping CX: Real-World Tools, Trends, and Transformation
There’s been no shortage of hype around AI in contact centers. But for most CX leaders, the real challenge isn’t deciding whether to adopt AI. It’s knowing how […]
June 23, 2025
Why Lima’s On Everyone’s Radar: The CX Case for Peru Call Centers
With a compelling blend of cost competitiveness, robust English skills, and significantly lower market saturation, Peru is swiftly becoming the strategic nearshore choice for businesses aiming to optimize […]
June 3, 2025
Beyond Bots: How BPOs Can Win with AI for Human-Led AI
The Big Idea: AI Isn’t Replacing Agents—It’s Elevating Them In this episode of the OC CX Impact Series, Bonnie Landaverdy and Tom Luther delve into AI for BPOs, […]