Donald Berryman is the Founder & Managing Director at ProfectusCX. He is based in Florida, USA.

Don writes a LinkedIn newsletter called The CX Advisor Perspective. He recently published several newsletters focused on how the enterprise to BPO relationship needs to develop - to bridge new AI technology use and also to change how BPOs charge for their services.

Mark Hillary called Don to explore the issues he raised and how he sees the future of the bridge between the enterprise and BPO and the RFP supplier selection process.

ProfectusCX

https://profectuscx.com/

Don Berryman - LinkedIn

https://www.linkedin.com/in/don-berryman/

The CX Advisor Perspective

https://www.linkedin.com/newsletters/the-cx-advisor-perspective-7460298175136911361/

Summary

Mark Hillary and Peter Ryan discuss the evolving CX landscape with Don Berryman, an advisor at Bain and founder of ProfectusCX. Berryman's LinkedIn newsletter, "The CX Advisor Perspective," highlights the need for both BPOs and enterprises to adapt to AI technology. He argues that enterprises must move beyond outdated procurement methods and focus on strategic AI investments to improve customer experience. Berryman emphasizes the shift from headcount-based pricing to outcome-based models, such as per resolved issue or CSAT. He also stresses the importance of co-managed contact centers and the need for BPOs to invest in strategic people and technology to stay competitive.