Wayne Butterfield, partner at Information Services Group (ISG), joins Gadi Shamia, CEO and Co-Founder of Replicant, to unpack why legacy outsourcing models are on borrowed time, what separates the winners from the walking dead, and how outcome-based contracts and AI-native partnerships are defining the next decade of CX.
If you're betting your contact center strategy on “mess for less,” this episode is your wake-up call.
In this episode:
Why CX outsourcing is broken and how most companies are still getting it wrong
The 3 types of BPOs in today’s market, and which ones are built to survive the AI era
How Amazon rewrote the outsourcing playbook with outcome-based contracts
Why “mess for less” is a dead-end strategy, and what replaces it
The rise of agentic AI and what it means for Tier 1 automation
What CEOs need to know before green-lighting another call center deal
