In this episode of CX Coffee Chat, host Giovana Dragone speaks with Sara Pettinari, BPO Strategic Lead at Refurbed, about the company's mission to make refurbished products the new normal. They discuss the crucial role of outsourcing in Refurbed's growth strategy, address common misconceptions about outsourcing, and explore the impact of AI on customer service. Sara shares her challenges and achievements in managing BPO partnerships, offers advice for startups considering outsourcing, and emphasizes the importance of sustainability in customer operations. The conversation concludes with insights on networking and staying connected in the industry.