In today’s competitive landscape, BPOs must go beyond just providing services. They must drive value for their clients and end customers. AI-Powered conversation intelligence offers BPOs the ability to uncover hidden insights from customer interactions, alerting them to issues like product defects and sales performance gaps. This live panel discussion explores how AI can identify critical trends, alert BPOs and their clients to opportunities, and provide actionable feedback that leads to faster resolutions and better business outcomes.
AI is helping BPOs enhance service delivery by empowering their human agents with insights to solve problems faster and drive efficiency. By using AI to capture and analyze customer conversations, BPOs can stay ahead of issues, increase sales, and improve overall customer satisfaction.
Join our expert panel to learn why AI-powered conversation intelligence is the key to unlocking new growth opportunities and creating long-lasting customer success.
- How AI-powered conversation intelligence helps BPOs identify product defects and sales performance issues
- How BPOs can leverage real-time, actionable feedback to improve client relationships and outcomes
- The role of AI in empowering BPO agents to enhance efficiency and drive customer satisfaction
The BPO model is being rewritten—are you ready to seize the future of outsourcing with AI?
Panelists:
Ryan Strategic Advisory
Peter Ryan is a globally recognized expert in customer experience (CX) and business process outsourcing (BPO). As the President and Principal Analyst at Ryan Strategic Advisory, he offers market insights, brand development initiatives, and actionable data to organizations within the customer experience services ecosystem.
Throughout his career, Peter has advised CX outsourcers, contact center clients, national governments, and industry associations on strategic matters such as vertical market penetration, service delivery, best practices in technology deployment, and offshore positioning.
Peter’s thought leadership has earned him accolades including being named among Fonolo’s Top 16 Analysts Covering Customer Experience and securing the top spot on CallCentreHelper.com’s Best Respected Contact Center Professional rankings. He has also been featured in the Nearshore Americas Power 50 influencers list.
Beyond his advisory roles, Peter co-hosts the “CX Files” podcast, where he engages with leading analysts, thinkers, and practitioners to discuss the future of customer experience, emerging trends, and evolving customer expectations.
Peter Ryan’s dedication to the CX and BPO sectors is evident through his extensive research, strategic guidance, and active participation in industry discourse, making him a pivotal figure in shaping the future of customer experience management.
CallMiner
Todd Barber is Vice President BPO Accounts for CallMiner, responsible for managing CallMiner’s BPO segment, from new customer acquisition, to building specific go-to-market programs to ensure joint success.
Todd is in his 10th year with CallMiner, have served as a sales director and leader of an enterprise sales team before taking on the BPO role in early 2023. He has extensive experience in building and growing sales teams and markets across a diverse product and market set, with over 30 years of speech recognition, automation and contact center experience, holding leadership roles in companies like PlumChoice (Allstate/SquareTrade), Comverse (Mavenir), Mattersight (Nice), Aylus Networks, SpeechWorks (Microsoft/Nuance), Stratus Computer, Vicorp and Rochester Telephone (Frontier).
He has a bachelor's degree in Electrical Engineering from Rochester Institute of Technology, and an MBA from the WE Simon School of the University of Rochester.)
ResultsCX
Scott Stacy oversees the development of customized data, analytics, business intelligence, and reporting solutions tailored to meet the diverse needs of businesses and clients. Joining ResultsCX in June 2021, he brings a strong blend of business and technical acumen to drive innovation across analytics, technology, and operations, enhancing service quality, improving customer experience, and increasing revenue. An adept leader, Scott recruits and guides high-performance data analytics and engineering teams through complex projects, utilizing methodologies like Generative AI, Six Sigma, and statistical modeling. He is committed to promoting continuous improvement and workflow automation to streamline data processing and increase efficiency.
Scott holds an M.S. in Industrial Engineering, is a Certified Six Sigma Black Belt, and possesses expertise in data science, business intelligence, and enterprise data insights, all while delivering best-in-class product development.
Blue Ocean
Abby brings over two decades of experience in the BPO contact center industry, with a background that spans technology, operations, training, and quality assurance. Throughout her career, she has been focused on driving operational excellence by building the structure and process needed to deliver consistent, scalable outcomes.
As VP of Digital Transformation at Blue Ocean, Abby leads with an innovation-first mindset—championing new ways to solve complex customer challenges. She is driving the evolution of Blue Ocean’s service model by integrating cutting-edge technologies with deep-rooted customer support expertise. Her focus is on creating transformative solutions that unlock greater value for clients and position them for long-term success in a rapidly changing digital landscape.
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