CX Strategy

June 23, 2026

When a Companion Bot Claims a Medical License: The Pennsylvania Character.AI Suit

Pennsylvania alleges a Character.AI bot posed as a licensed psychiatrist. Here is what the suit means for healthcare CX leaders deploying patient-facing AI, and the disclosure, scope, and escalation controls to put in place before launch.

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Customer Service, CX Strategy

June 17, 2026

74% of Enterprises Rolled Back Their AI Agents. The Best-Governed Teams Pulled Back Hardest.

New Sinch research finds 74% of enterprises have rolled back a live AI customer service agent, and the rate climbs to 81% among the best-governed teams. Here is what it means for CX leaders and how to deploy AI without becoming the rollback statistic.

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Customer Service, CX Strategy

May 26, 2026

Why Specialty Practices Keep Losing Good Staff (and What to Do About It)

Imagine the person you spent six months training just put in their notice. The situation. Your prior auth specialist just put in her notice. Third resignation this quarter […]

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BPO Industry, BPO Partner Selection, Customer Service, CX Strategy, News & Insights

April 29, 2026

Proposed FCC Regulations & the Reshoring Conversation Contact Center Leaders Need to Have

A Policy Shift Worth Watching For years, the conversation around call center reshoring lived mostly in congressional hallways, showing up as a bill that got reintroduced every session […]

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BPO Industry, CX Strategy, News & Insights

April 21, 2026

The 2026 BPO Data Most Companies Are Missing When They Benchmark Costs

Picture this: you’re a VP of Customer Service who spent the better part of last quarter evaluating BPO partners. You got multiple quotes, compared providers side by side, […]

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BPO Industry, BPO Partner Selection, CX Strategy, News & Insights

April 16, 2026

“I Hate Customer-Service Chatbots”: What the Refund Backlash Means for Your Contact Center

Consumers are turning on AI chatbots that deflect refunds instead of resolving them. Here is what CX and contact center leaders should fix before scaling automation.

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Customer Service, CX Strategy

April 6, 2026

No-Show, No-Revenue: Why Patient Ghosting Is a Contact Center Problem

Studies show that no-show rates in healthcare typically range between 15 and 30 percent. In primary care settings, that number can climb as high as 50 percent. In […]

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BPO Industry, BPO Partner Selection, CX Strategy

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 […]

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BPO Industry, CX Strategy, News & Insights

March 25, 2026

UnLuck Your CX: Drive Faster Business Outcomes Without New Budget

A recap from the CX on the Rocks Collective Solutions Series with Kate Brouse and Andrew Griffiths of Outsource Consultants. In our latest CX on the Rocks Solutions […]

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BPO Industry, BPO Partner Selection, CX Strategy

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 […]

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BPO Industry, Call Center Management, Customer Service, CX Strategy, News & Insights