E20: Reimagining Customer Experience and the Future of BPO: AI, Voice and Beyond with Ray McDiarmid

In this episode, host Oliver Lennon engages with Ray McDiarmid, an industry veteran with deep expertise in customer experience (CX) and the business process outsourcing (BPO) industry. Ray reflects on his extensive career, spanning travel, hospitality and private equity, to offer a unique perspective on the shifts occurring in customer service. From the rise of AI and large language models to the emerging role of automation, Ray and Oliver discuss the opportunities and challenges these technologies bring to the BPO sector. They explore whether the industry is ready to adapt to innovations like generative AI and voice triage systems, which could transform how businesses handle customer interactions. 

The conversation also delves into the evolving expectations of customers and how organizations can better connect technology with genuine human touchpoints. Ray offers insights into the future of CX, predicting a potential renaissance for voice communication, especially as younger generations change how they interact with brands. He also addresses the ongoing consolidation within the BPO space and how companies can create more strategic, value-driven customer engagement models.  

Whether you're a CX professional or simply interested in the future of customer service, this episode provides a thought-provoking look at where the industry is headed in 2025 and beyond.