In this episode of Advice from a Call Center Geek, we take you into the keynote speech that Tom gave at the Google Complex in Boulder Colorado to a group of contact center outsourcing company leaders which was sponsored by NICE, Google, and Outsource Consultants. We've transitioned Expivia from just being a "contact center outsourcer" to embracing our role as a "CX technology partner" and give the full case study about this in this episode. The shift in perspective? It's not just about answering calls and chats anymore; it's about leveraging technology to enhance customer experience. Key takeaways: • Adapting to Change: Reframing our identity alleviates the fear that comes with evolving business landscapes. • Tech Investments Then: It used to be about direct ROI and customer value for each tech buy.    • Tech Investments Now: We view technology holistically. Not every tool will promise immediate ROI, but together, they drive value and competitive advantage.    • The Reality of Agent Assist: While I grapple with its direct profitability, it's undeniable that it's becoming an industry norm, crucial for winning new business. As we continue this journey, our focus remains: Balancing tech investments to ensure both our growth and enhanced customer value. If you are a BPO, 2024 will be a huge year to think through these changes. We're gearing up to launch OttoQA, the game-changing QA automation tailored for smaller contact centers. But here's the twist — we want you in our inner circle before anyone else. Sign up at ottoqa.com with your email, and you'll dive deep into our exclusive Discord, join insightful industry AMAs, and be first in line for beta testing when Otto rolls out. Be part of our pre-launch excitement and help shape the next big thing in QA! Follow Tom: @tlaird_expivia Join our Facebook Call Center Community: www.facebook.com/callcentergeek Connect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/ Follow on TikTok: https://www.tiktok.com/@callcenter_geek Linkedin Group: https://www.linkedin.com/groups/9041993/ Watch us: Advice from a Call Center Geek Youtube Channel