Uncovering trends at the London CC Expo. Platforms devouring their own ecosystems, support BPOs making a soft pivot to AI plus humans. We're doing more video content, trying to strike a blow for humanity and authenticity. All feedback is appreciated. https://www.youtube.com/watch?v=CILXaOXrQuo
I think BPOs are making a hard pivot!! AI used to be antithetical to their cost models but their customers want AI solutions. One of my jobs at FT is building alliances with BPOs, and I'm seeing some leaning in to offer tools that support their agents (like copilots or assist/triage tools). Few are offering full AI solutioning, but I think that's ultimately the happiest path.
actually idk what the happiest path is
"It's a barn for people doing businesses... it's like an airport hangar but the plane never. comes" NICO
thank you for this
I'm not sure what the split is though - I get the sense some are talking the talk more than actually changing their businesses. A marketing pivot. You'd know better than I! I appreciate you watching us chatter, still trying to find the voice that works for us.
Yes I think you’re right. A marketing pivot for most. I don’t know better than you, I just started this job last month so we’re learning this one together ❤️
