The CX Report - Powered by EGS

Why Voice AI Won't Save Healthcare (Unless We Fix This)

Welcome to The CX Report, where host Steve Shefveland talks with Paul Hellwig, Mister Health AI @ Deutsche Telekom, about why healthcare AI deployments keep failing despite massive investment, and what the hybrid human-AI model needs to succeed.
 
Insights from this episode:
- Why 80% of AI success depends on workflow understanding, not model quality
- How voice AI could eliminate documentation burden
- AI plus radiologists outperforms either alone, proving the hybrid model
- Why starting with administrative tasks delivers ROI in weeks
- How legacy systems and data silos create integration timelines that kill most AI projects
 
Subscribe for regular episodes on customer experience strategies, outsourcing decisions, and contact center operations. Learn more about what we do at www.emergingglobal.com

Fighting Referral and Prior Authorization Drain in Healthcare

Welcome to The CX Report, where host Steve Shefveland discusses why referrals and prior authorizations are silently draining healthcare operations, and why organizations should stop handling them in-house.
 
Insights from this episode:
- The reason referral teams have the highest turnover rates in ambulatory healthcare
- How hybrid AI-human outsourcing can cut costs by 50-80% while improving turnaround times
- Why healthcare organizations aren't designed to run large-scale administrative processing centers
- How every referral becomes a mini-project with multiple steps, follow-ups, and constant delays
 
Subscribe for regular episodes on customer experience strategies, outsourcing decisions, and contact center operations.
 
Learn more about what we do at www.emergingglobal.com

Why Outsourcing Patient Workflows Is No Longer Optional

Welcome to The CX Report, where host Steve Shefveland explores why healthcare organizations must stop trying to do everything internally and start outsourcing labor-intensive patient workflows.
Healthcare faces the perfect storm of rising labor costs, 30-60% turnover rates, shrinking margins, and growing patient volumes. But many organizations cling to "we've always done it this way" thinking while burning through budgets on scheduling, referrals, and revenue cycle management.
 
Insights:
- Outsourcing can free up 40-60% of patient support costs through hybrid human-AI models
- Keep your top third of employees, transition the rest to expert partners
- Focus on healthcare delivery, not running call centers and back-office operations
- Industries like banking figured this out 20 years ago - healthcare must catch up now
- Start small with low-hanging fruit: scheduling, eligibility verification, or appointment confirmations
 
Subscribe for weekly episodes on customer experience strategies, outsourcing decisions, and contact center operations.
 
Learn more about what we do at www.emergingglobal.com

The Geography of Great Customer Experience

Welcome to The CX Report, where host Steve Shefveland explores why location matters more than most companies realize when it comes to customer service operations.
 
Where your agents sit in the world has a direct impact on customer experience, cost, retention, and cultural alignment.
 
So how do you choose the right location?
- Target markets with minimum 2-year college degrees, ideally 4-year
- Natural familiarity between your customer base and agent location matters
- Look for partners paying at or above fair market rates
- Seek 15-25% annual turnover or less; high turnover kills quality
 
Subscribe for weekly episodes on customer experience strategies, outsourcing decisions, and contact center operations.
 
Learn more about what we do at www.emergingglobal.com

Fixing The Contact Center Turnover Problem

Contact centers across all regions struggle with turnover, and traditional solutions like pay raises and recognition programs often fail to address the root cause.
 
Employees don't just want more money, they want meaningful investment and support.
 
Steve shares strategies EGS has used to maintain exceptionally low turnover in their 2,000+ employee operation in northern Mexico:
- Genuine investment in work & life skills
- Building mastery rather than pushing everyone into management
- Sitting with employees rather than in elevated offices
- Teaching employees to use AI 
 
Subscribe for weekly episodes on customer experience strategies, AI deployment, and industry insights.Learn more about us at www.EmergingGlobal.com

Introducing The CX Report

In this introductory episode, host Steve Shefveland, founder and CEO of Emerging Global Services, shares his vision for the podcast and what listeners can expect in the episodes ahead.
 
About Your Host:
Steve brings over 35 years of experience building and operating contact centers across India, Philippines, North America, Africa, and Mexico. He founded EGS 12 years ago, now headquartered in Phoenix with over 2,000 employees in northern Mexico.
 
What This Podcast Covers:
- Customer experience strategies in the age of AI
- Hybrid models: combining AI automation with human agents
- Tools and technology shaping the CX industry
- Real conversations with thought leaders across industries
- The future of jobs in customer support
- Industry news, trends, and best practices
 
The CX Report brings you honest conversations with leaders passionate about serving customers. 
 
Subscribe: Visit www.emergingglobal.com to stay updated on new episodes.