The CX Report - Powered by EGS

The CX Report

Honest conversations about the future of customer experience and patient care in the age of AI  Host Steve Shefveland, with over 35 years of experience in customer operations and healthcare services, discusses different ways to help CX leaders and healthcare administrators reduce turnover, improve experience metrics, and stay ahead of the customer and patient experience curve.  What We'll Cover  Strategies for customer support and patient services leaders navigating AI adoption in contact centers and healthcare call operations  Industry news & trends shaping customer operations, patient access, and healthcare administrative workflows  How to optimize patient scheduling, pre-authorization processes, and care coordination  Case studies from healthcare systems, radiology practices, FQHCs, community health centers, SaaS, finance, travel, and other industries  Balancing HIPAA compliance with AI-driven automation in patient communications  Thought leaders from healthcare operations, patient experience, and customer service around the world 

Episodes

  1. Jan 8

    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

    32 min

  2. 12/18/2025

    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

    13 min

  3. 12/12/2025

    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

    28 min

  4. 11/05/2025

    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

    20 min

  5. 10/08/2025

    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

    14 min

  6. 10/08/2025

    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.

    5 min
  • 6 Episodes

About

Honest conversations about the future of customer experience and patient care in the age of AI  Host Steve Shefveland, with over 35 years of experience in customer operations and healthcare services, discusses different ways to help CX leaders and healthcare administrators reduce turnover, improve experience metrics, and stay ahead of the customer and patient experience curve.  What We'll Cover  Strategies for customer support and patient services leaders navigating AI adoption in contact centers and healthcare call operations  Industry news & trends shaping customer operations, patient access, and healthcare administrative workflows  How to optimize patient scheduling, pre-authorization processes, and care coordination  Case studies from healthcare systems, radiology practices, FQHCs, community health centers, SaaS, finance, travel, and other industries  Balancing HIPAA compliance with AI-driven automation in patient communications  Thought leaders from healthcare operations, patient experience, and customer service around the world 

Information

  • Creator
    The CX Report
  • Years Active
    2025 - 2026
  • Episodes
    6
  • Rating
    Clean
  • Copyright
    © Copyright 2025 All rights reserved.
  • Show Website
    The CX Report - Powered by EGS