From AGI to ROI: Why 2026 is the Year of “Boring” AI
We have spent the last three years gazing at the stars, debating when AGI (Artificial General Intelligence) will arrive to save us, or replace us. We’ve built pilots. We’ve dazzled the boards with “magic” demos. We’ve treated AI like a science fair project. But as we look toward 2026, the party is over. The “cleanup […]
Why Digital Self-Service Needs Clarity, not Just Availability
As more customers start their support journeys in digital self-service, it’s easy for brands to assume that simply offering these tools is enough. But as a recent article in Customer Experience Dive by Bryan Wassel highlights, consumers are abandoning digital tasks because the experience is too confusing, not just too difficult. At Zappix, we believe […]
Beyond the Portal: Bridging the Digital Health Equity Gap with Frictionless Engagement
A new study from The American Journal of Managed Care highlights the limitations of traditional patient portals – and points the way toward a more accessible future. Digital health has the power to transform patient outcomes, but only if patients actually use the tools provided. For years, the healthcare industry has relied on the “Patient […]
Customers Want Connection, Not Channels: Rethinking Service in a Digital World
The Connected Customer Most customers don’t think in terms of “email,” “phone,” or “chat.” They see one brand and expect one continuous experience, no matter where the interaction starts or where it moves next. Omni-channel customer service is the strategy that turns that expectation into reality. It unifies every interaction, voice, digital, text, and web […]
2026 CX Predictions: The Year the “AI Hype” Fades and the Real Work Begins
Why the “AI replaces everything” myth is over, and how leaders are shifting from pilots to production in 2026. Written By Yossi Abraham, President & CEO of Zappix If 2024 was the year of “AI Surprise” and 2025 was the year of “Experimentation,” then 2026 is shaping up to be something far more substantial: The […]
The Silent Crisis in Healthcare: How Administrative Burden is Eroding Patient Care
The core mission of healthcare, delivering quality patient care, is being increasingly overshadowed by a silent crisis: the mounting administrative burden that is fueling staff burnout. Excessive non-clinical tasks are diverting staff energy and attention, creating profound stress, and directly compromising the quality and safety of patient care. The solution to restoring balance lies in […]
The Visual Revolution: Transforming Customer Support with Visual Self-Service
The landscape of customer service is constantly evolving, driven by rising consumer expectations for speed, convenience, and control. For too long, organizations have relied on static knowledge bases and frustrating, menu-driven voice systems (IVR). The challenge today is not just digitizing old processes, but instead truly reimagining the customer journey. What is Visual Self-Service and […]
Connecting Compassion and Technology: Reflections from the 2025 Patient Experience Symposium
Where Empathy Meets Innovation The 2025 Patient Experience Symposium in Boston (October 6-8th) revealed a clear transformation in healthcare’s collective mindset. What once centered on measuring patient experience has evolved into nurturing relationships. Across sessions and panels, healthcare leaders spoke not just of metrics but of meaning, shifting focus from scores to stories and from […]
The Hidden Crisis Behind Healthcare Workforce Reductions
Across the U.S., hospitals are navigating a wave of workforce reductions. In just the first eight months of 2025, 61 hospital systems announced significant job cuts, with Providence cutting 128 roles and New York-Presbyterian eliminating 1,000, according to this article by Becker’s Hospital Review. On the surface, these moves can look like cost-cutting measures, but […]
Pointr and Zappix Work Together to Automate and Streamline the Patient Journey
Going to the hospital is often a stressful and overwhelming experience for many. Whether you’re going for a yearly checkup or for surgery, hospitals are often associated with a feeling of anxiety. That is why the partnership between Zappix and Pointr, industry leaders in their respective fields of patient journey management and indoor navigation, is […]