CX Roundtable
CX Roundtable is where customer experience leaders, product innovators, and BPO executives meet to reframe how we think about support, retention, and growth. Hosted by retention strategist and industry leader Sarah Caminiti, this podcast brings together decision-makers from SaaS, AI, and service operations to answer the questions every CX team faces:
- How do you transform customer support from a cost center into a growth engine?
- What does AI actually mean for CX jobs and systems?
- How can BPO partnerships create scalable, sustainable success?
Each episode features candid conversations with executives shaping the future of CX — from help desk product VPs to founders of global outsourcing firms — giving you practical strategies, fresh perspectives, and real-world case studies you won’t hear anywhere else.
Whether you’re a CX leader, CEO, COO, or customer-obsessed founder, this is your playbook for building loyal customers and resilient teams in a rapidly changing landscape.
CX Roundtable
The Future of BPOs
The Future of BPOs: From Commodity Outsourcing to Strategic Partnership
Outsourcing has long been seen as a numbers game — low cost, high volume, little connection. But what happens when leaders refuse to play by those rules?
In this episode of CX Roundtable, host Sarah Caminiti brings together three of the most forward-thinking BPO executives — Craig Crisler (SupportNinja), Greg Collins (Boldr), and Blair Wilen (Ethos Support) — to dismantle outdated models and define what good outsourcing should look like.
Together, they explore:
- Why the old commoditized BPO model is broken — and what replaces it.
- How treating outsourcing partners as extensions of your CX team changes everything.
- The role of AI as a tool, not a strategy in scaling customer experience.
- What to ask when evaluating a BPO (hint: it’s not about average handle time).
- How investing in agents’ careers and well-being drives customer loyalty and revenue growth.
This isn’t about “ethical outsourcing” as a buzzword. It’s about the future of BPOs as strategic partners — building customer experiences that are human, empathetic, and growth-focused.
Whether you’re a CX leader, founder, or executive weighing a BPO partnership, this episode gives you a clear lens into what sustainable, people-first outsourcing looks like.
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