Data-Backed Perspectives
Research and observations from our work across AI, BPO, and technology engagements.
Of enterprise AI pilots never reach production
Our analysis of client engagements found that the deciding factor is rarely the technology — it's whether a clear ROI hypothesis and integration plan exist before the pilot even starts.
Higher retention when CX friction points are mapped first
Clients who invested in journey mapping before redesigning support channels saw retention improvements roughly 2.4x higher than those who redesigned channels without it.
Average reduction in cost-per-contact from BPO transitions
Across our BPO client base, the average reduction in cost-per-contact within the first two quarters of transition, once ramp-up and quality stabilization were factored in.
Average time to first automation ROI
For well-scoped RPA projects targeting high-volume, rule-based processes, clients typically see measurable ROI within six weeks of go-live.
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