CCW Healthcare Executive Exchange 2025: Smarter Strategies for a Dynamic Industry

On September 21–23, 2025, healthcare and customer experience leaders gathered at the Chicago Marriott Downtown Magnificent Mile for Customer Contact Week (CCW) Healthcare Executive Exchange 2025.  

Representing Liveops were Jay Arthur, VP of Sales, and Melissa Bernauer, Senior Director of Healthcare, who joined executives and peers to exchange insights on the future of healthcare customer support. 

This year’s Exchange was laser-focused on the unique challenges healthcare organizations face: navigating fluctuating demand, meeting strict compliance requirements, and maintaining high-touch patient care—all while keeping costs under control.  

Sessions highlighted how leaders are rethinking staffing strategies, adopting smarter technologies, and doubling down on quality to ensure patients and members receive the support they expect. 

Speaking Session: Scaling Smarter in Healthcare 

Jay Arthur was featured as a guest speaker in the session, “Scaling Smarter: The Future of Flexible Customer Service.” The conversation took a closer look at how healthcare organizations can remain agile while balancing two non-negotiables: compliance and patient trust. 

What made this session stand out was its practicality—it wasn’t theory, it was real examples and pain points that every healthcare leader in the room recognized. 

• Managing seasonal spikes and unanticipated surges 

Jay addressed one of the toughest realities for healthcare: unpredictable volume. From the Monday morning rush to open enrollment windows, to public health events that cause sudden surges, variability can overwhelm even the best teams.  

He discussed how a flexible support model provides the elasticity needed to scale up quickly, absorb sudden call spikes, and just as easily scale back down—without leaving patients waiting or resources underutilized. 

• Using technology and data to schedule agents with precision 

Forecasting is no longer just about looking at historical data. Jay explained how today’s leaders are layering AI, real-time analytics, and precision scheduling into workforce planning to match coverage with actual demand patterns.  

This approach not only safeguards SLAs, but also helps organizations reduce unnecessary spend—critical in a sector where budgets are scrutinized as closely as outcomes. 

• Protecting quality and brand alignment in a flexible model

Perhaps the most resonant part of the session centered on quality. In healthcare, an interaction is never “just a call”—it’s a moment where trust is earned or lost. Jay underscored the importance of sourcing experienced professionals who can deliver high-touch, compliant support, then equipping them with real-time support tools and analytics to maintain consistency across every interaction.  

Attendees shared their own challenges with ensuring brand voice and compliance when scaling quickly, and the discussion surfaced best practices for maintaining empathy and precision at scale. 

The session’s takeaway was clear: healthcare leaders don’t just need more agents—they need the right model, one that integrates flexibility, technology, and quality controls. Attendees left with actionable ideas on how to transform variability from a pain point into an advantage. 

Healthcare Support at a Crossroads 

The conversations at CCW Healthcare underscored that healthcare contact centers are at an inflection point. Leaders can no longer rely on fixed models to manage unpredictable demand. Instead, the future lies in adaptable networks, data-driven precision scheduling, and technology that empowers people—not replaces them. 

Jay noted that the most impactful discussions came from leaders openly sharing their experiences—what’s working, what isn’t, and how they’re balancing the constant tension between cost and quality.  

Networking, Insights, and Industry Direction 

Beyond Jay’s session, the event offered curated discussions, case studies, and networking opportunities tailored specifically to healthcare executives.  

The smaller, peer-focused setting made it possible to dive deeper into real challenges and build meaningful connections across the industry. 

Looking Ahead 

As healthcare organizations continue to navigate volatility and rising expectations, scaling smarter will remain a top priority. The CCW Healthcare Executive Exchange made clear that the path forward is rooted in flexibility, innovation, and patient trust. 

Liveops is proud to be part of these conversations—and even prouder to help healthcare leaders design customer service strategies that are fast, compliant, and empathetic at scale.