Guillaume Luccisano - Yuma AI - The Great CX Reset: Why BPOs May Need a New Business Model
The BPO Industry Isn't Dying. But It May Need to Reinvent Itself Faster Than Anyone Expected.
Yuma AI CEO Guillaume Luccisano argues that customer experience providers must evolve from labor arbitrage specialists into AI orchestrators and systems integrators—or risk becoming irrelevant.
For years, critics of the business process outsourcing industry have predicted its demise. First it was robotic process automation. Then conversational AI. Then Generative AI. Yet the industry survived every previous wave of disruption because technology changed the way work was delivered rather than…
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