The Bald + The Beard

In this conversation, Tom Luther (The Bald) and Andrew Griffiths (The Beard) discuss the often contentious relationship between Chief Experience Officers (CXOs) and Chief Financial Officers (CFOs). They explore the misalignment in objectives and communication that can lead to friction when seeking financial approval for CX initiatives. The discussion emphasizes the importance of understanding the...

Andrew Griffiths and Tom Luther of The Bald + The Beard are joined by CX veteran Mark McKercher to discuss the biggest AI funding barriers in CX -- and how a shift in your funding model might be the key to unlocking the real potential of AI. About Us Outsource Consultants is the top agnostic resource for brands searching for the best call center options, best BPO partners, and best AI technology f...

In this episode, Tom and Andrew break down the myth that outsourcing always leads to significant cost savings but compromises quality. They explore how strategic outsourcing can actually enhance service quality while also being cost-effective. The discussion provides valuable insights into selecting partners that align with your organizational goals and how to manage these relationships to ensure...

Join Tom Luther and Andrew Griffiths as they dive deep into the common misconceptions surrounding outsourcing in their latest episode of "Myth or Reality." This discussion focuses on the inherent risks and control issues often associated with outsourcing call center functions. Discover actionable insights on selecting the right outsourcing partners, maintaining operational control, and ensuring st...

Tom Luther and Andrew Griffiths sit down and discuss the biggest myths and realities across outsourcing today, highlighting how to build a CX-centric strategy that balances labor optimization and customer experience. In this episode, Andrew and Tom discuss the myth or reality of outsourcing in the customer experience (CX) world. They clarify the difference between outsourcing and offshoring, empha...