Welcome to The Amplitude of Tech podcast, produced by Amplix, where we bring together technology thought leaders and enterprise executives to explore the forces reshaping customer experience.

In this episode, Shawn Cordner sits down with Andrew Griffiths, VP at Outsource Consultants, to discuss the evolving role of business process outsourcing (BPO) in a world where AI, labor dynamics, and customer expectations are rapidly changing. Andrew explains the differences between outsourcing and offshoring, the key factors driving CX labor strategies, and how organizations can align people and technology to deliver growth—not just cost savings.

The conversation covers:

• Why outsourcing is more than just a cost play
• The role of AI in improving—not replacing—human work
• How to balance efficiency with effectiveness in CX journeys
• The importance of trust and human connection in an AI-driven world
• When outsourcing is the wrong decision (and why startups should wait)

Andrew also shares insights on scalability, training, and risk mitigation—explaining why the right BPO partnership can unlock new budgets, support digital transformation, and create meaningful differentiation in the market.