Ja’s customer experience industry must rethink business model in the age of AI

Artificial intelligence (AI) is now embedded in nearly every conversation about the future of customer experience (CX). Across Jamaica’s business process outsourcing (BPO) sector, providers are feeling increasing pressure from client and global market demands to invest in chatbots, automation tools, and analytics platforms. Frankly, it has become table stakes. Yet for many organisations, these investments remain largely superficial. AI is often treated as an add-on, a feature layered onto existing operations, rather than a catalyst for fundamental change.