Customer service has become the defining factor in customer loyalty, and the stakes have never been higher.
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Transforming customer experiences
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Healthcare has a math problem that no hiring plan can solve.
At 9:12 a.m., a collector hears the hesitation on the line: “I’m behind because my hours got cut. What can we do?”
A service operation can look stable and still be falling behind. Supervisors see it first: live queues appear calm while case work, backlog, and follow-up tasks keep building underneath.
Two years ago, most enterprise conversations about conversational AI were about potential.
Too many customer experiences fall short of our expectations – they’re reactive, and we are forced to repeat ourselves because brands don’t seem to know who we are, and we end up doing the heavy lifting to get our issues resolved.
Customers no longer compare your customer service to your direct competitors. They compare it to the fastest, most seamless experience they’ve had anywhere – across any industry, as we explored in The Top AI Trends CX Leaders Must Act On in 2026 webinar.