Outsource Consultants

The Bald + The Beard

Business EN ↓ 5 episodes

CX is noisy, and most leaders do not have time to separate what works from what wastes budget. Tom Luther (The Bald) and Andrew Griffiths (The Beard) bring practical, ground-level clarity to the decisions that truly move performance, from outsourced labor and BPO selection to AI adoption, agent effectiveness, and the budget mechanics behind meaningful CX improvement. As part of Outsource Consultants’ CX Advisory team, they guide brands through the CX Dream Path, a proven model for finding savings, reinvesting in technology, and building customer experience that consistently outperforms competi...

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Outsource Consultants

Episodes

Your CFO is the Problem. How CXOs Can Solve It. 23.11.2025 23:51

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...

From Sci-Fi to CX Reality: The Funding Model Reshaping Customer Experience 22.11.2025 52:31

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...

The TRUE Cost-Benefit Equation in CX 21.11.2025 23:59

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...

MORE Outsourcing Myths vs Realities 20.11.2025 18:40

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...

Outsourcing: Myth vs Reality 19.11.2025 20:33

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...