Blog
Published on Mon Mar 02 2026
Updated on Mon Mar 02 2026
4 minute read
If you are a Medi-Cal member, the phrase “eligibility redetermination” probably does not spark joy. Instead, people often think of endless paperwork, lost passwords, and forms that seem to go on forever.
That's why, for those managing health plans, these redeterminations are more than a compliance task. They’re high-risk CX moments. Missing a notice or misunderstanding a form can leave members cut off from coverage. It feels like a personal inconvenience rather than a simple process, and your r
Created at Thu Feb 26 2026
6 min read
You have heard the buzz: AI is racing toward superintelligence, and it’s going to change everything. But for CX professionals, this narrative often feels disconnected from the day-to-day work of improving customer service and satisfaction. While the pursuit of Artificial General Intelligence (AGI) is fascinating, the true AI revolution is already happening in how we analyze data, personalize interactions, and streamline operations.
We might not know your favorite local restaurant, but we do know this: you’d rather download a rival delivery app than call the helpline over an order glitch when those cravings hit. Consumers no longer want to explain their problem and wait for an answer. They expect the solution to already be there, quietly waiting, as if the brand read their mind before they even picked up the phone or opened the app.
Now imagine this: you’re grabbing a drink after a long flight and haven't even realized you
Created at Tue Feb 10 2026
5 min read
We humans constantly push the boundaries of technology to make our lives easier and more efficient. When we succeed, we often find that our creations shape us just as much as we shape them. And today, the aviation industry that has revolutionised every aspect of our world since the invention of the aeroplane is undergoing a transformative shift of its own.
Just as computers and electronics sparked the journey towards automation, digitalisation and artificial intelligence (AI) are fundamentally
Created at Fri Jan 30 2026
5 min read
High stakes, super speed, fierce competition, and tactical teamwork - winning customers’ hearts has more in common with a video game campaign than many consider. But the most ambitious brands know it. From beauty to logistics, finance to entertainment, leading businesses trust CX partners that harness gamification to identify and develop superagents.
When it comes to real customer interactions, however, there’s no walkthrough, trial run, or reloading from ‘start’ when things go wrong. Far from
Created at Tue Jan 13 2026
4 min read
Combining top-notch care with competitive operations is the existential challenge at the heart of healthcare. No provider is exempt from the paradox best encapsulated in a single question: How can organizations optimize efficiency without compromising the highest standards for security, compliance, and trust?
With both patient outcomes and organizational health on the line, the balance between innovation and reliability is a delicate one. That’s why we reject cookie-cutter outsourcing in f
Created at Fri Jan 02 2026
3 min read
According to Transcom’s latest 2025 CX Leaders Trends & Insights Report, companies that anticipate customers’ needs and reach out first significantly outperform their reactive competitors. And in a hypercompetitive global landscape, this makes proactive CX more than just an optional extra. Two-way relationships with customers have become an essential advantage for building loyalty, reducing churn, and earning trust in every ind
Created at Mon Dec 22 2025
4 min read
The secret to standout customer experience ahead of 2026 doesn't lie in adding more channels. In fact, in an economy where teams are pushed to stretch every dollar while still delivering more, channels that fail to resolve real issues stop being helpful and start becoming costly distractions. Instead, as consumers move between self-service, text, and live support, it all comes down to an integrated, effective channel strategy.
Our latest [CX Leaders Trends & Insights: Consumer Edition](https://
Created at Fri Dec 19 2025
30 min read
In today’s healthcare landscape, retention is no longer a metric. It is a survival imperative. Health plans face mounting pressure from constantly evolving Medicare and Medicaid regulations, rising member expectations, and operational cost constraints. Against this backdrop, organizations must do more than measure outcomes. They must actively protect margins, secure profits, and ensure the member experience supports long-term loyalty and high star ratings.
Yet, despite sophisticated metrics, t
Created at Wed Dec 17 2025
4 min read
The core of any successful business? Great experiences that turn customers into loyal advocates and drive long-term growth. Yet our CX Leaders Trends & Insights 2025 report reveals that unhelpful CX representatives and unresolved issues remain the top reasons customers give up on resolving the issue and leave brands behind. So, what lies at the root of these broken connections? Surprisingly often, it’s not a lack of agent exper
