CEO Roundtable: The Real Cost of AI, Labor, and Experience Gaps – Featuring BPO Leaders Tom Leidigh (Infinity), Frank Pettinato (Avantive Solutions), and Han Butler (ROI CX Solutions)
Featured Executives
• Christa Heibel, CEO and Founder, CH Consulting Group
• Tom Leidigh, CEO, Infinity
• Frank Pettinato, CEO, Avantive Solutions
• Han Butler, President and Co-Founder, ROI CX Solutions
Inside the Executive Conversation
CH Consulting Group brought together BPO and CX executives for a closed-door conversation focused on real-world AI implementation challenges in BPO and CX operations. This wasn’t a high-level hype session. It was an honest look at the roadblocks facing CX leaders today and how they’re navigating them.
Themes That Mattered Most
AI is not the issue. Organizational readiness is.
AI tools are everywhere, but most businesses are not equipped to use them correctly. Executives discussed how unprepared teams, underdeveloped strategies, and unrealistic timelines are the real reasons implementations fail.
Poor AI rollouts impact more than results.
As Han Butler pointed out, a failed AI implementation doesn’t just waste budget. It creates leadership credibility issues, drives confusion across departments, and leads to missed customer expectations.
Labor costs are increasing, but performance is not.
Higher pay isn’t solving performance problems. Leaders shared that without stronger coaching, clear goals, and better execution, CX teams will continue to underdeliver.
Playbooks are being rewritten.
From remote-first staffing to productized service offerings, executives shared how they are adapting their business models. Several are using behavioral AI to identify at-risk agents and predict attrition.
The global model is shifting.
AI tools like transcription and translation are forcing companies to rethink offshore delivery. But without strong quality management in place, these tools will not drive the improvements leaders expect.
Closing Thoughts from the Roundtable
• Han Butler predicted more stable CX operations within the next few quarters
• Frank Pettinato stressed the need for clear accountability at all levels
• Tom Leidigh focused on economic levers that influence hiring and training decisions
• Christa Heibel shared how CX models are trending toward SaaS-style structures
Be Part of the Next Executive Roundtable
CH Consulting Group creates space for decision-makers to share what’s really happening in their operations. If your team is facing AI deployment setbacks, workforce strategy questions, or customer experience delivery gaps, we can help.
Request an invite to our next executive session or schedule a private discovery call.
View our previous CEO Roundtable conversations to see what other CX leaders are navigating.
