XO Hub

Resources

Newsletter

What Are Software-Delivered Services (SDS) and Why Do They Matter?

Inside XtendOps’ SmartAgent Copilot: Real-world adoption, speed, and impact data for CX leaders evaluating GenAI.

Sean McCreery

What 100 + Feedback Calls Taught Us About Building an AI-Powered BPO

Over eight weeks, we invited 100+ customer-experience leaders, operations directors, and...

Giovanni Toschi

Proving an AI Copilot in CX: A 12-Month Production Case Study

In the rapidly changing world of AI, picking the right developer or model can feel like a huge challenge.

Diana Castañeda

Agent-Product Team Collaboration at XO: Turning AI Feedback into Features

GenAI is everywhere — but that’s not the game changer anymore. What sets leading BPOs apart today is...

Greg Rakozy

XO Implementation Consu

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7 min read

Newsletter

The Real Metric Behind AI Adoption Isn’t What You Think

Artificial intelligence is often presented as an inevitability – a silver bullet that will revolutionize...

Diana Castañeda

AI vs BPO? Not So Fast. The Future Is Built on People, with AI by Their Side.

For years, SaaS (Software as a Service) has been the dominant model for delivering software...

Diana Castañeda

Beyond the AI Checkbox: When AI Features Miss the Mark on Value

One of the newer types of LLMs is called Reasoning Agents. OpenAI has pioneered work around these with their new o1 model.

Andrew Pierce

Agent Super Powers : SmartAgent Copilots

You could distill the advantages of developing a customer-centric culture into two buckets...

Greg Rakozy

XO Implementation Consu

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7 min read

Newsletter

Reasoning Agents with Voice of the Customer

Earlier this summer, I attended the AI Engineer Summit, expecting to dive into stories about AI revolutionizing...

Chris Ellis

OpenAI’s 12 Days of Releases

You've seen the headlines. AI will replace BPOs. Outsourcing is outdated...

Andrew Pierce

AI’s Role in Modern Customer Support

TL;DR AI is changing how customer experience platforms are priced — but while the marketing...

Greg Rakozy

XO Implementation Consu

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9 min read

Newsletter

OpenAI, Anthropic, Google, Meta: Which AI Model is Right for You?

AI is transforming customer experience.

Andrew Pierce

Why Your AI Partner Matters More Than The AI

Over eight weeks, we invited 100+ customer-experience leaders, operations directors, and...

Chris Ellis

The Shadow AI Problem: When Customer Service Agents Go Rogue

In the rapidly changing world of AI, picking the right developer or model can feel like a huge challenge.

Greg Rakozy

XO Implementation Consu

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6 min read

Newsletter

Building Products with AI: Lessons from the Trenches

GenAI is everywhere — but that’s not the game changer anymore. What sets leading BPOs apart today is...

Andrew Pierce

Enhancing Customer Service Through Strategic Automation with XtendOps

Artificial intelligence is often presented as an inevitability – a silver bullet that will revolutionize...

Chris Ellis

What Makes Bad CX?

For years, SaaS (Software as a Service) has been the dominant model for delivering software...

Greg Rakozy

XO Implementation Consu

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6 min read

Newsletter

AI News vs Customer Reality

Over eight weeks, we invited 100+ customer-experience leaders, operations directors, and...

Andrew Pierce

XO Head of Product

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6 min read

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