Mario Baddour on The Necessary Entrepreneur Podcast

Man in a suit standing next to text that reads "The Necessary Entrepreneur Podcast"

The future of customer experience (CX) is being shaped by two powerful forces: the rise of artificial intelligence (AI) and the enduring importance of human empathy. In a recent episode of The Necessary Entrepreneur podcast, InteLogix CEO Mario Baddour sat down with host Mark Perkins to talk about how the BPO industry is evolving, why empathy still matters, and how InteLogix is building for the future of AI in BPO.

Baddour, who has spent more than 25 years in customer experience and business process outsourcing (BPO), shared his journey from architectural engineering to leading one of North America’s largest CX and ARM providers. His perspective offers an inside look at how InteLogix is transforming the outsourcing model to meet the demands of modern businesses.

The Evolution of BPO: From Labor Arbitrage to Strategic Partner

Outsourcing began as a way for brands to reduce costs through labor arbitrage. But as Baddour points out, “That’s table stakes at this point.” Today, leading BPO partners deliver far more than cost savings.

On the podcast, Baddour explains that clients now expect consultative value, continuous improvement, and customer insight. “We listen to your customers firsthand,” he said. “We’re learning what the challenges are, and we put a framework together to improve not just the process, but the product itself.”

At InteLogix, this means going beyond service delivery to become a strategic extension of the brands we support, offering solutions powered by LogixSuite technologies and delivered by skilled, empathetic teams across the globe.

Transnational Strategy and Global CX

One of the most forward-thinking parts of Baddour’s conversation was his perspective on global delivery. Many BPOs operate internationally, serving U.S. brands from overseas hubs. InteLogix has taken it further with a transnational strategy, building strong local ecosystems that serve both U.S. and international clients from centers and remote teams in Egypt, El Salvador, the Philippines, and Canada.

This approach diversifies risk, currencies, and customer insights. “It is amazing what happens when you put different minds, different cultures, and different perspectives in one room to solve a problem,” Baddour said.

AI in BPO: Opportunity and Responsibility

AI is transforming customer experience at a rapid pace. From real-time agent assistance to full-scale automation, AI is raising the bar for efficiency and accuracy. But Baddour was clear on the podcast: AI should amplify the human touch, not replace it.

He described a recent moment in InteLogix’s Cairo operations where an agent was guided in real-time by the LogixAssist platform. The AI tool instantly flagged a moment of inaccurate information provided to a customer and prompted the agent with the correction in real time, allowing them to resolve the customer’s issue on the first call.

“That’s not theory,” Baddour said. “That’s real-time quality and coaching that makes agents better in the moment.”

Still, he cautioned against careless adoption. AI is only as good as the content behind it. “Crappy input equals crappy outcomes, it’s just that simple” Baddour noted, pointing out the need for ethical AI, quality data, and responsible integration.

Leadership and Building for the Future

The conversation also touched on leadership and culture. Baddour emphasized vulnerability, accountability, and loyalty to the mission. “You have to show up first and foremost, and you have to be present and engaged,” Baddour says, “Then take ownership and do what’s right to ensure that at the end of the day, when you deliver the results, you win as a team.” This is the flow of InteLogix’s values. Great cultures don’t just celebrate team wins, they make sure everyone is flying the plane in the same direction.

Looking ahead, Baddour sees the BPO industry converging with AI to create a new model. “We’re not just an AI-enabled services company,” he said. “We’re building a services-enabled AI company; one that still delivers human value, but with the infrastructure to evolve quickly.”

This vision underscores InteLogix’s guiding principle: Human Delivered, Digitally Enabled service. By combining empathy-driven service with cutting-edge automation, InteLogix is positioned to lead the next chapter of customer experience outsourcing.