Artificial intelligence is transforming CX, BPO, and contact centres—but without the human insights of behavioural economics, you’ll leave real value on the table. In this exclusive interview, Kevin Joseph reveals three powerful experiments, including how a single nudge unlocked $1.4 million in savings.

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Interview Summary

This exclusive interview with behavioural economist Kevin Joseph from ThriveBPO reveals three powerful behavioural economics experiments that delivered remarkable results in contact centres and BPOs. Kevin demonstrated how small script changes can generate massive improvements - from 8-10% increases in debit order conversions to saving a company over $1.4M (R25M) in disinvestments.

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