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For decades, the equation was clean and commercially reliable: more volume required more seats, more seats generated more revenue, and labour arbitrage protected the margin.
Leaders on both sides of the table could forecast, staff and bill against a unit everyone understood. However, AI just broke that equation.
Where are you seeing the sharpest tension right now between AI outcomes and how the deal is still priced?
Link: linkedin.com/pulse/burn-cx-p…
#BurnTheCXPlaybook #CX #BPO #CallCenters #AIinCX #OutcomeBased #ContactCenter @BetaMoroney
ALT Burn the CX Playbook | Episode 1
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