Opinionated long-form thinking from our strategy leads.
Short, direct perspectives on the decisions enterprise leaders are making right now — buy vs build, platform choice, the operating model, and the shape of the agentic enterprise.
Why the market doesn't believe BPO AI yet — the TTEC vs. TaskUs signal
Two years into the copilot era, the equity market has done what analyst decks won't: separated BPO AI narratives from BPO AI outcomes. TTEC's margin compression and dividend suspension, TaskUs's $16.50/share take-private at a multi-year low, and the widening EBITDA-vs-multiple gap across the sector all say the same thing — copilots didn't move the P&L. This is the case for treating agentic delivery as an operating-model decision, not a productivity story.
Buy-vs-build in the age of foundation models
The old buy-vs-build math assumed software was expensive to build and cheap to buy. Foundation models flipped both sides. Here is the framework we take into every architecture review — and the three questions that decide it every time.
CCaaS vendors are becoming BPOs — what NICE, Salesforce and Agentforce mean for buyers
The category boundary between CCaaS platforms, BPOs and system integrators is dissolving in front of enterprise buyers. NICE's Accenture alliance, Salesforce's TTEC partnership, Agentforce's three pricing models in 18 months, and the Capgemini acquisition of WNS are the four signals that matter — and they change how a 2026 RFP has to be written to avoid getting boxed in for a decade.
Data-Cloud-first CX
The center of gravity in enterprise CX is moving from the CCaaS to the customer data cloud. Agentic AI accelerates that shift — and it changes who owns the roadmap, who signs off on platform selection and where the next generation of CX budget lands.
The agentic BPO reset — what the 2026 Maturity Benchmark says the winners actually did
Every US BPO now has an 'AI story'. The 2026 Enterprise BPO Agentic AI Maturity Benchmark — scoring 22 providers across delivery, governance, workforce and commercial dimensions — says a much smaller number have an agentic delivery model. This is what the benchmark data actually shows, and what enterprise buyers should read out of it before writing their next RFP.
Use cases, ROI models and platform selectors.
Ungated tools you can use right now — filterable use cases, defensible ROI calculators and short assessments. No email required.
Use Case Library
30+ real enterprise use cases across AI, CX and automation — filterable by service, industry and partner platform.
Browse use cases →Contact Center AI ROI
Model containment, AHT reduction and agent cost savings for voice AI, agent assist and automated QA.
Estimate savings →AI Business Automation ROI
Estimate hours and dollars returned from intelligent automation across document processing, rework and transaction workflows.
Model automation ROI →All Tools & Assessments
AI readiness assessments, CCaaS platform selectors and every calculator in one place.
Explore all tools →Explore the rest of the library
Want a POV on your program?
Our practice leads write POVs for enterprise executive teams — usually a 2-week engagement.