The Bald + The Beard

CX is noisy, and most leaders do not have time to separate what works from what wastes budget. Tom Luther (The Bald) and Andrew Griffiths (The Beard) bring practical, ground-level clarity to the decisions that truly move performance, from outsourced labor and BPO selection to AI adoption, agent effectiveness, and the budget mechanics behind meaningful CX improvement. As part of Outsource Consultants’ CX Advisory team, they guide brands through the CX Dream Path, a proven model for finding savings, reinvesting in technology, and building customer experience that consistently outperforms competitors.This podcast is built for C-Suite leaders driving CX transformation, private equity teams looking to fund innovation, and call center directors who need real guidance they can act on immediately. If you want sharper thinking, smarter levers, and a clearer path forward, this is where you start.