The 1965 Beatles hit, Help!, was written during the height of Beatlemania. Released a month before their famous record-setting concert at New York’s Shea Stadium that drew over 55,000 screaming fans, it went to #1 in both the UK and US and was the fourth of six straight #1 singles in a row for the Fab Four. The little band from Liverpool was now the biggest band in the world. John Lennon’s lyrics display an honesty about his uncomfortable relationship with fame and was a favorite of Lennon’s. A year later, the Beatles would stop touring altogether.

Taken in another context, the lyrics of Help! sound like a growing company that’s realized it can no longer rely solely on its own people, processes, and technology. Whether it’s answering customer inquiries or securing the right technology, lots of companies start looking for help as they grow. Outsource Consultants has been lending a helping hand for over a decade. This week, I chat with Tom Luther, Director of CX Advisory & Partnerships, about technology strategy, adoptions, and how leveraging a BPO can help with both.

We discuss: • New Customer Experience Technologies o AI Noise Cancellation o Automated Post-Interaction Notes o Automated Quality • How to afford new technology adoption • How outsourcing impacts the P&L, HR, and CX • Why outsourcing doesn’t mean offshoring • How to get great results from nearshore/offshore outsourcing • The future of BPOs

Connect with Tom on LinkedIn – https://www.linkedin.com/in/tomluther/

Outsource Consultants – https://www.outsource-consultants.com/

Music courtesy of Big Red Horse – https://bigredhorseband.com/

Brought to you by Happitu – https://happitu.com/

Always Look on the Bright Side of Life is the comedic conclusion to Monty Python’s 1979 film, The Life of Brian. If you’ve never seen the film, the irony is that it’s sung by Eric Idle’s character to Graham Chapman’s character, both of whom are being, quite literally, crucified. It’s come to signify the “stiff upper lip” spirit of the British people and has become the most popular song played at British funerals.

Faced with the impact AI is having on content creation, “Human Writer” Matt Kendall decided to look on the bright side of life and focus on not only becoming better at his craft, but also on AI fluency and the curation of human-generated content worth consuming. His newsletter, BPO Bullhorn, is a collection of articles, podcasts, interviews, books, events, and more that are relevant, informative, and meaningful to the BPO sector.

We discuss: • AI’s impact on the BPO industry and the future of customer service • The importance of emotional connection in storytelling for the BPO industry • The ethical implications of AI and its potential impact on education • The role of governments in supporting the BPO industry • The need for AI fluency and the challenges of AI-generated content • The potential for AI to enhance customer service and the BPO industry

Connect with Matt on LinkedIn – https://www.linkedin.com/in/cognitivematt/

Cognitive Copy – https://www.cognitivecopy.com/

BPO Bullhorn Newsletter – https://www.cognitivecopy.com/newsletter

Music courtesy of Big Red Horse – https://bigredhorseband.com/

Brought to you by Happitu – https://happitu.com/