According to a recent CX Dive article, Forrester reports that customer experience (CX) quality in the U.S. has dropped for the fourth consecutive year, reaching an all-time low. The core issue isn’t simply escalating customer expectations; it’s a deeper systemic problem where companies are demonstrably under-investing in experience quality and,...

Outreach Isn’t What It Used to Be In the past, outreach meant sending a text or email and checking a box. Appointment reminders. Billing alerts. A seasonal promotion that looked the same for every recipient. But in 2025, that approach feels out of step.  Customer expectations have changed. People now...

The AI Inflection Point in Healthcare Healthcare stands at a pivotal moment. The convergence of digital transformation, post-pandemic strain, and shifting patient expectations has accelerated the demand for smarter, more scalable systems. Generative AI introduces a fundamentally different capability: the power to create, summarize, and personalize content, interactions, and workflows...