5 ways AI can help BPOs | Nick Clark, BCG

https://is1-ssl.mzstatic.com/image/thumb/Podcasts112/v4/1e/c7/fc/1ec7fc31-3126-0845-9066-a11b4b168d20/mza_11008156134074993913.jpg/600x600bb.jpg

MeliaCRED: Conversations with Elvis

Elvis Melia

23 episodes

4 days ago

Has the internet created a virtual labour market for new kinds of services? Does connectivity now allow job-seekers from the Global South, young people from low-income countries, to grow rich online? Did this help overcome the borders that have separated rich from poor? If not, might the Metaverse now create this new market space in the cloud? Are online labour platforms becoming immersive labour markets with equal access for all? I discuss these questions in conversations with online workers, policy makers, academics, educators, consultants, and firm executives from around the world.

Social Sciences

Science

RSS

All content for MeliaCRED: Conversations with Elvis is the property of Elvis Melia and is served directly from their servers with no modification, redirects, or rehosting. The podcast is not affiliated with or endorsed by Podjoint in any way.

Social Sciences

Science

https://d3t3ozftmdmh3i.cloudfront.net/staging/podcast_uploaded_episode/31768619/31768619-1761211647273-2e5bcea30de8e.jpg

5 ways AI can help BPOs | Nick Clark, BCG

MeliaCRED: Conversations with Elvis

56 minutes 39 seconds

2 weeks ago

5 ways AI can help BPOs | Nick Clark, BCG

Elvis speaks with Nick Clark, Partner at Boston Consulting Group (BCG), about how artificial intelligence is reshaping customer experience (CX), outsourcing, and the global business-services industry. Drawing on his experience advising Fortune 500 companies and leading transformation programs, Nick unpacks what AI adoption really looks like inside enterprises from copilots and agentic workflows to the human challenges of change management.

They explore five practical ways AI can help BPOs, the rise of AI-related fraud and trust-and-safety outsourcing, and how automation is creating new kinds of work even as it transforms existing roles. Nick also explains why the hardest part of AI isn’t the model, it’s getting people to use it. Together, they discuss the shift from services as people to services as software, the growing importance of Global Capability Centers (GCCs), and how Africa’s young, AI-native talent could plug into the next generation of global services.

About Nick Clark

Nick Clark is a Partner at Boston Consulting Group (BCG), where he leads work on digital transformation, customer operations, and the impact of AI on global business services. Before BCG, he held leadership roles in strategy and service design across Europe and Asia, helping clients integrate technology, process redesign, and workforce enablement. Nick is a frequent speaker on AI adoption, CX innovation, and the future of work.

Connect with Nick Clark

– LinkedIn: https://www.linkedin.com/in/nicholasclark81/

Connect with Elvis:

– Website: https://meliacred.com

– LinkedIn: https://www.linkedin.com/in/elvismelia/

– Substack: https://elvismeliacred.substack.com

Find us on:

– LinkedIn: @meliacred

– Instagram: @meliacred

– X/Twitter: https://x.com/ailemsivle

– TikTok: @meliacred1

About this Podcast

MeliaCRED: Conversations with Elvis explores how artificial intelligence and automation are reshaping work, education, and economic development with a particular focus on Africa’s emerging talent and service industries.

#AI #FutureOfWork #BCG #CustomerExperience #GlobalBusinessServices #Outsourcing #DigitalTransformation #AIEconomy #ChangeManagement