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 what customers expect and what they actually experience. The conversation moves past hype to a pragmatic, three-phase framework: create budget via labor optimization, invest in the right AI, then reinvest gains to differentiate the brand.
Featuring: Andrew Griffiths (Outsource Consultants)
From Confusion to Clarity: The Experience Chasm
Andrew defines the experience chasm as the distance between the experience customers expect and deserve and what they actually get. The goal is to use savings and smarter operations to fund initiatives that meaningfully narrow that gap, not just to cut costs.
“Alone we can do so little, together we can do so much.”
Humans + Tech: A Better Toolkit, Not a Silver Bullet
After decades in telecom and the channel, Andrew moved into BPO to expand the problem solving toolkit: human resources plus technology. AI and automation are powerful, but they are only part of the system.
“AI augments the human; it doesn’t replace.”
The Three Phase Framework: Create, Invest, Reinvest
- Create budget by optimizing labor and operations without degrading outcomes.
- Invest a portion of those savings in AI and automation where it fits, using the right contact types and the right use cases.
- Reinvest the larger pool of gains to differentiate: elevate customer journeys, expand capabilities, and grow revenue.
AI Readiness and Small Wins (Crawl → Walk → Run)
Case studies don’t map cleanly anymore. Data, customers, and teams are unique. Andrew advises small, provable wins to earn bigger budgets, then scale what works. Referencing a colleague’s point from a recent session, Andrew notes the value of “small wins” and “ask for a small budget” to build proof before scaling.
“Ask for a small budget because you’re more likely to get it and use that as a proof point.”
Alignment Over Tools: Getting Finance, Ops, IT, and Execs on the Same Page
Many projects stall not on feasibility, but on funding and alignment. The advisory motion is to confirm the outcome is doable, then orchestrate the business case across CIO and IT, Ops, Marketing, and Finance.
EX Drives CX: Fix Staffing, Fix Service
Understaffed teams erode service and morale. Hybrid outsourcing can stabilize capacity, for example in healthcare contact roles, while employees focus on higher value interactions. Happier agents lead to better customer outcomes.
“There’s a significant employee experience element to saying, I need some help externally. You’ll never have ideal customer experience with employees that are overworked or in the wrong role.”
The Next 3 to 5 Years of Outsourcing
The mid-market BPO space will differentiate on values, leadership, and fit, not rate cards. Outsourcers will package outcomes, people plus AI plus operations, and manage AI much like they manage agents.
“We’ll start to see greater differentiation between BPO one and BPO two. Not because they’re doing anything differently, but because they’re aligning a capability set that’s broader with who they are and what their values are and attracting clients that align with those values. That’s when I think the magic starts to happen.”
Key Takeaways
- Budget is a strategy. Optimize labor first to fund smart AI adoption without a leap of faith.
- Right work, right worker. Let automation handle repetitive, low empathy tasks and reserve people for complex, emotional moments.
- Prove, then scale. Run targeted pilots, measure real impact, and expand deliberately.
- Align the org. Projects win when Finance, Ops, IT, and the C suite agree on outcomes and funding.
- Invest beyond savings. Use gains to close the experience chasm and create durable brand differentiation.
Ready to align AI, automation, and human talent for better outcomes? Book your CX strategy call today.
