Wayne Butterfield, partner at Information Services Group (ISG), joins Gadi Shamia, CEO and Co-Founder of Replicant, to unpack why legacy outsourcing models are on borrowed time, what separates the winners from the walking dead, and how outcome-based contracts and AI-native partnerships are defining the next decade of CX.

If you're betting your contact center strategy on “mess for less,” this episode is your wake-up call.

In this episode:

• Why CX outsourcing is broken and how most companies are still getting it wrong

• The 3 types of BPOs in today’s market, and which ones are built to survive the AI era

• How Amazon rewrote the outsourcing playbook with outcome-based contracts

• Why “mess for less” is a dead-end strategy, and what replaces it

• The rise of agentic AI and what it means for Tier 1 automation

• What CEOs need to know before green-lighting another call center deal