Working Solutions

Healthcare organizations spend significant time thinking about workforce capacity: Do we have enough people? Can we scale for the next enrollment period, seasonal surge, or change in demand? Those questions matter. But they are not enough. A healthcare wo

Artificial intelligence (AI) has quickly become one of the biggest conversations in customer experience (CX). Too often, though, the discussion centers on what AI will replace. From where I sit, that's the wrong question. The leaders building the stronges

Over the past couple of years, the conversation around artificial intelligence (AI) has centered on its capabilities and potential payoffs. How quickly can AI automate work? To what degree does it improve productivity? Can it reduce expenses, and by how m

Power lines go down. Water freezes in the pipes. But what customers remember, long after service is restored, is how they were treated when they needed help most. In early 2026, over 230,000 Nashville electric customers lost power in a sudden ice storm. T

Most healthcare organizations still think of the contact center as a support function. Relegated to back-office work vs. building valued customer relationships. In reality, it has become part of the infrastructure for compliance, access and trust surround

For years, enterprise security was defined by firewalls, passwords, networks, and system access. That model still matters. But it is no longer the full picture. Today, some of the most important security decisions are happening somewhere else: inside live

There is no longer a "normal day" in customer care. Yes, most organizations still plan for an average volume week. Then a surge hits, and everything is strained, sometimes even to the breaking point. Not just service levels, but trust, compliance and down

Your members are anxious. Your volume is peaking. Your SLAs don't care. For health plans, benefits administrators, and federal programs, open enrollment is no longer a routine task, it's a high-stakes CX event. This year, success is defined not just by ho

When it comes to artificial intelligence (AI) in customer experiences (CX), too many leaders are asking the wrong question. The debate shouldn't be "How fast can we scale AI?" But rather, "Is our system ready for AI at all?" Because here's the uncomfortab

Most contact center leaders still talk about attrition as a human-resources (HR) metric. Headcount in. Headcount out. Fill the seats and move on. That framing is outdated-and expensive. Agent attrition is a combined issue of revenue, margin and trust. It