“AI is going to transform customer experience (CX).” This is what the industry keeps telling CX leaders.  Unfortunately, many of them are getting stuck at the same dead end: infrastructure made for a different era.  For contact centers built on decades of legacy infrastructure and custom integrations, the promise of AI has collided with architectural reality, creating a widening gap between what CX leaders are being asked to deliver and what their...

Healthcare has always been a high-stakes industry, but the expectations patients and members place on the organizations that serve them have never been higher. In an era defined by consumerism, digital transformation, and increasingly complex regulatory demands, the ability to deliver seamless, compassionate, and compliant customer experiences has become a genuine competitive differentiator — not just for health plans and hospital systems, but for every organization operating at the...