ibex

Last week, we spent an evening in New York City with ProGathers and a group of CX leaders navigating AI deployment challenges. We had great conversation in an intimate setting -- including where AI fits into real workflows, where it still falls short, and how to leverage business insights to drive resolution, not containment.   Always value conversations like this with different perspectives across different industries. Check out some pics from the night! #CustomerExperience #CX #AI #Operations #ProGathers Mike Hallowell Annette Timmins Jon Carlson

When AI for CX fails, it doesn't fail because the tech isn't there. It fails because the system around it isn't. This breaks down the 5 structural forces quietly undermining performance — and what actually needs to change to make AI work at scale. Read to discover.   #CustomerExperience #CX #AIinCX #AI #ContactCenter #DigitalTransformation #Automation #EnterpriseAI

Language access wasn’t designed for the way healthcare operates today — high-volume, time-sensitive, and spread across access, care, and billing. AI translation is what’s starting to make that scalable. Learn how in our latest whitepaper. #Healthcare #AI #HealthTech #CX #PatientExperience

AI is reshaping CX—but trust is what determines if it works. This blog breaks down the tools, frameworks, and governance models behind ethical AI—and how leading teams are turning trust into measurable performance. Read to see what it takes to get it right. #AI #CustomerExperience #ResponsibleAI #CX

In Part 3 of our Women in CX Spotlight Series, Amiena Murad, Sr. Director, Business Operations at DIRECTV, shares her journey—from the production floor to operational leadership, and the perspective that comes with seeing CX at every level of the system.   Her story is a reminder that the best strategies don’t start in conference rooms—they’re built alongside the people closest to the customer. And that real impact comes from keeping things simple, listening closely, and creating space for the frontline to shape what comes next.   #WomenInCX #CustomerExperience #CX #CXLeadership #WomenInLeadership

Featuring Michael Ringman, the new CTO of ibex, in our latest 1on1 episode. He shares how true tech leadership is about mentoring teams and driving meaningful results, not just building systems. As AI reshapes CX, the real advantage comes from bringing people together.

Most CX teams still rely on lagging indicators—CSAT, surveys, post-call reviews—to understand outcomes after the fact. Sentiment analysis changes that—turning unstructured customer language into real-time signal.   It surfaces friction, effort, and escalation risk as conversations unfold, so teams can act before experiences break.   Read the full blog for more.   #CX #AIinCX #CustomerExperience #SentimentAnalysis 

In Part 2 of our Women in CX Spotlight Series, our own Tabana Jabeen, Global SVP Client Services, Strategic Accounts at ibex, shares her journey—from redefining her own potential to creating space for others to rise alongside her.   Her perspective is a powerful reminder that growth isn’t given—it’s owned. And that leadership isn’t just about performance, but visibility, voice, and lifting others as you go.   #WomenInCX #CustomerExperience #CXLeadership #WomenInLeadership

📥 Get the AI Agent Resolution playbook: https://lnkd.in/e2Phh97u    If your AI isn’t resolving, it isn’t working.   Containment ≠ success. Resolution is.   Everything else just moves the work downstream. The organizations that scale AI successfully are the ones that build it deliberately.   #AI #CustomerExperience #CX #AIAgents #ContactCenter #AITransformation #Automation #CXInnovation 

Most AI agents perform well on routine CX tasks.   The real challenge comes in the 20% of interactions that are complex, emotional, and unpredictable — the moments that ultimately shape customer trust and loyalty.   In this blog, we explore why AI agents often fail in these scenarios and what it takes to design them for complex CX environments.   #AI #CX #CustomerExperience #AIAgents