S5. Ep.5 The Power of Community-Driven CX Innovation

Recognizing that their customers deserve seamless experiences across every touchpoint, Banco Promerica El Salvador is evolving from managing 12 separate vendor systems to building a unified platform that fulfills their promise of relationship banking at scale.  In this episode, Enrique Argueta explains how Banco Promerica El Salvador is reimagining the customer experience across nine countries and serving over one million customers. Discover how this innovative regional bank is setting new standards in financial services by blending the personal touch customers value with cutting-edge automation and AI capabilities. 

Probe CX is reshaping customer and employee experiences with AI, automation, and smarter digital design. In this episode, Robert Cooper and Brendan Crawford share how their team delivers measurable outcomes — from reducing handle time and boosting first-contact resolution to enabling self-service during major outage events. They also discuss the future of the contact center, the rise of agentic AI, and why elevating employee experience is key to great CX.

When Newfold Digital needed to support millions of customer interactions across their global web hosting brands, they embarked on a cloud migration that fundamentally transformed how they deliver customer service. In this episode of Level Up CX Tech, we sit down with Eric Jaquith, Senior Telecommunications Manager at Newfold Digital, to explore how they achieved zero missed contacts through strategic AI implementation, the pivotal role of self-service tools and automation in empowering both agents and customers, and how building reusable solutions while keeping things simple has driven their success in scaling customer support globally.

When OVO Energy set out to scale conversational experiences without sacrificing reliability or empathy, Senior Software Engineer Lucas Woodward brought developer-grade rigor to CX, building front- and back-end chatbots, automated testing pipelines, and real-time observability, then sharing those tools with the community.  In this episode of Level Up CX Tech, we sit down with Lucas to explore how platform APIs and CX as Code accelerate safe, repeatable deployments. Why shortening feedback loops with dashboards and sentiment signals matters, and how bringing developers closer to customers creates more human, resilient digital journeys.  Lucas' newsletter can be found at: https://makingchatbots.com

When RedSalud, Chile's largest private healthcare provider, recognized the need to offer remote assistance during the pandemic while maintaining empathy and clinical quality, they embarked on a digital transformation that fundamentally changed how they serve patients.  In this episode of Level Up CX Tech, we sit down with Juan Neme, Experience and Digital Services Manager at RedSalud, to explore how they reimagined patient access and affordability while maintaining clinical quality, the pivotal role digital channels play, and how intentional design and empathy are shaping patient interactions today. 

When Global Payments realized that their on-premises contact center solution wasn’t going to provide the agility or the features they needed, they undertook a process that ultimately led them to the cloud. On this episode of Level Up CX Tech, we’re joined by Beth Granberry of Global Payments to hear how the IT and business teams at Global Payments worked together to ensure the ultimate solution met their needs for today — and for tomorrow.  

Western Governors University (WGU) needed a solution that could support the needs of their staff and students. We sat down with Darin Graves, Senior Manager, Service Desk, at WGU to learn how moving to the cloud enabled new channels and new visibility into metrics that drove better experiences.  

In this episode of Level Up CX Tech, we talk with Brent Baker, Vice President and Chief Customer & Innovation Officer at Nashville Electric, about their journey to the cloud, the challenges they faced along the way, and how a cloud-based CX platform is helping Nashville Electric deliver a better customer and employee experience. 

The benefits of migrating customer experience technologies to the cloud are clear. CX leaders say they include better access to data across channels; the ability to add new capabilities, channels, and features faster; and enhanced report and analytics. But the technical considerations of a migration can seem less clear.   In this episode of Tech Talks in 20, Kyle Kuntz, VP of CX Evolution at Genesys, discusses the technical consideration integral to any cloud migration. He also shares his advice on optimizing resources and streamlining the transition to a cloud-based CX platform. 

Driving business performance by improving the customer and employee experience is a top priority for most organizations today. Understanding and adopting tech solutions that enable those improvements was top of mind for attendees of the customer experience and communications technology conference Enterprise Connect 2024. Join us as we recap the three hottest topics discussed at the show: artificial intelligence, especially generative AI; employee experience technologies, including AI tools; and experience transformation.