How to Improve Customer Experience for a Stress-Free Tax Season
Many customers find tax season frustrating, with only 52% of them feeling confident about filing their taxes. Addressing this growing discontent requires careful and strategic planning. By prioritizing efforts to improve customer experience, financial service providers can reduce the strain caused by rising call volumes, minimize security and compliance risks, and control operational costs.
How to Meet SLAs and Scale Operations in Regulated Utilities
In regulated utilities, customers have no option to switch providers. That is why state utility commissions—known in some states as Public Utility Commissions (PUCs), Public Service Commissions (PSCs), or Utilities Boards—step in to monitor Service Level Agreements (SLAs).
Sustainability in the Energy and Utilities Industry: 2025 & Beyond
The energy and utilities industry is at the crux of transformation. As one of the largest sources of global carbon emissions, it faces great pressure to lead the shift toward a more sustainable future.
Winning with AI: Accelerating Customer-Centric Digital Transformation in Insurance
From rising claims and regulatory complexity to customer expectations shaped by technology-enhanced experiences, digital transformation compels insurers to modernize operations without losing the human touch.
Building Resiliency in Insurance to Withstand a Volatile Market
As interconnectivity grows, so does exposure to global risks. In early 2025, global insured losses from natural catastrophes reached $100 billion. At the same time, inflation, legacy systems, and workforce gaps fuel a volatile market, making resiliency in insurance essential to preserving policyholder trust and revenue.
Turning Data into Action with Digital Transformation in Insurance
While insurers collect vast amounts of data, legacy systems continue to limit its potential. Accelerating digital transformation in insurance becomes crucial to harnessing this data’s value, innovating faster, and staying competitive in a fast-moving market.
Healthcare Licensing Done Right: How to Turn AEP Complexity into Strategic Advantage
Every fall, AEP (Annual Enrollment Period) arrives like clockwork, and with it comes chaos. It’s a high-stakes sprint to convert, retain, and serve millions of members. Behind the scenes, healthcare licensing is a foundational requirement that can become a barrier if not handled with speed, accuracy, and scale.
How a Leading Healthcare Payer Achieved A Strong 4+ Star Performance By Improving Member Experience
A leading U.S. health insurance provider serving over 39 million members, employer groups, and businesses, offers high-touch support for both inbound and outbound calls to assist members with benefits, claims, and care coordination.
Turning Challenges into Strategic Opportunities: What the Medicare Advantage Star Rating Lawsuits Mean for the Future
The Medicare Advantage Star Ratings system has long served as a benchmark for quality and performance. Today, it sits at the center of a legal storm. Major health insurers are suing the Centers for Medicare & Medicaid Services (CMS), claiming that recent changes to rating calculations were inconsistent and lacked transparency.
AI in Utilities: How CX Innovation Keeps Power Companies Storm-Ready
In recent years, extreme weather events have pummeled utilities across the Southeast.