Insights
A newsletter on CX, AI and customer engagement, written by Umesh Jain, an operator rather than an analyst. Twenty-eight years at the intersection of strategy, technology, operations and customer experience, which is a longer way of saying he has had to make these decisions rather than advise on them.
Some of it argues against things we sell.
Planning for 2027 starts with admitting where the bottleneck moved.
Your team is measuring clicks and calls. Your business only gets paid for one thing.
The old model deserved the selloff. The work it did still matters.
Your AI is being graded on the wrong number, and your customers are quietly routing around it.
What is actually inside the bill after the contract is signed.
Three vendors quoted me a per-minute price. None of them were comparable.
What a former FTSE CEO's turnaround says about why adding AI to your process isn't working.
It banned computers, made you queue three times, and outlived the company everyone said would kill it.
Three companies. Three reversals. One lesson every CX leader needs to hear.
The CFO wants a 90-day number. The real opportunity doesn't fit in that box.
Why the BPO contract of the future doesn't exist yet and what both sides need to change.
What your vendor dashboard isn’t showing you and three questions that will.
We cannot ignore the lessons from the dot-com experience, because when we fail to learn from history, history repeats itself.
Interesting companies to watch in the CX AI space.
Most outsourcers call themselves partners. Look at how the relationship is actually managed.
Will mid-sized Call Center Outsourcers survive?
How to Make Sure Yours Isn’t One of Them
Letting AI Lead While Humans Stay in Control
AI steps in as your team’s assistant, not their replacement.
Why? Because at the end of the day, AI learns through training based on real human questions and answers.
Where the hype ends and reality begins.
A new edition every two weeks. It goes out on LinkedIn first and is republished here. No sequence, no drip campaign, no follow-up from a salesperson because you read something.
Or email hello@nowanalytics.com and we'll add you.