The CX Report - Powered by EGS

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 bu...

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 turna...

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 whil...

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 - N...

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 investme...

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 Phoe...