Blog

Authored by Liliana Lopez-Sandoval Customer experience leaders came to Customer Contact Week (CCW) Orlando with one big question on their minds: how do we move AI from “promising” to “proven” without sacrificing quality, compliance, or customer trust?  That question...

In travel and hospitality, customer support is not a back-office function. It is part of the product. When a flight is delayed, a reservation goes sideways, a payment fails,...

During the 2025 holiday season, AI had a breakout year in customer service. It showed up in retail chat widgets, return portals, order tracking flows, and automated phone menus. For many brands, AI became...

In insurance, churn is often treated like a marketing metric instead of what it really is: a slow financial leak. When a policyholder walks away, you’re not just losing premium. You’re losing everything you...

Healthcare has moved far beyond the four walls of the hospital. For most people, the journey now starts with a phone call, text, portal message, or chat. That means...

Insurance providers are under pressure from every direction: rising loss ratios, regulatory scrutiny, new digital-first competitors, and customers who expect fast, empathetic support around the clock. That combination makes...

When most leaders think about customer experience, they picture front-line support teams, sales reps, or digital self-service journeys. But behind every smooth interaction is a back office engine: billing, payroll, data...

In most markets today, language is no longer a “nice to have” detail in customer service – it’s a core part of the experience. Nearly 22% of U.S. residents age 5 and older speak...

If your teams feel buried under spreadsheets, approvals, and reports, you are not alone. A recent New York Post survey found that tedious, low-value tasks like data entry, emails, and calendar management now consume about 51%...