When Seconds Matter: Why Healthcare CX Needs Flexibility, Not Friction
When a patient reaches out to your support line, it’s rarely about something small. They’re calling about medication confusion, insurance coverage, a missed appointment, or test results they can’t interpret. It’s personal. It’s urgent. And every second they wait, their trust erodes just a little more. In healthcare, CX isn’t just about convenience — it’s […]
What Retail Learned the Hard Way Last Holiday Season
What Retail Learned the Hard Way Last Holiday Season Every year, it’s the same story: a flood of orders, a spike in customer questions, and a CX team that’s buried in tickets before Black Friday even hits. But in 2024, the pressure reached a new level. Retailers faced unprecedented staffing gaps, late responses, high abandonment […]
Why CX Tech Is the New Branch Investment for Banks in 2025
Why CX Tech Is the New Branch Investment for Banks in 2025 The “bank of the future” doesn’t always look like a bank at all. It’s not a glass building on Main Street or a branch with four kiosks and one bored teller. More and more, it’s a tap on an app — or an […]
AI Isn’t Taking Over CX — It’s taking notes (and your agents are grateful)
AI Isn’t Taking Over CX — It’s Taking Notes (and your agents are grateful) The headlines are everywhere: “AI is replacing human agents.” But spend five minutes in a real contact center, and the story looks a lot different. In reality, AI isn’t here to take over — it’s here to take notes, handle the […]
Your Guide to Flexible CX Solutions
Your Guide to Flexible CX Solutions In today’s dynamic business environment, customer experience (CX) is far more than a department—it is a foundational element of your brand. Managing CX often presents complex challenges, especially given unpredictable market shifts and evolving customer expectations. You’re likely focused on achieving optimal cost efficiency, the ability to rapidly scale […]
Beyond the Boom & Bust: How Flexible CX Models Are Revolutionizing Travel & Hospitality Staffing
Beyond the Boom & Bust: How Flexible CX Models Are Revolutionizing Travel & Hospitality Staffing Why Travel & Hospitality Brands Are Turning to Flexible CX Models In travel and hospitality, it’s a constant cycle: booming seasons, then quiet lulls. This “boom and bust” creates massive headaches, especially for customer experience (CX) staffing. You’re trying to […]