The WestCX podcast
Conversations about the customer journeys that work, the ones that break, and what it takes to fix them in healthcare and financial services.
Episode 003 26 min
Inside the Xperience breaks down how banks and credit unions use behavioral signals and out-of-band verification to catch the fraud that traditional rules miss. Before upgrading fraud detection, find out why member confirmation speed matters just as much.
Episode 005 25 min
Inside the Xperience examines why automating a single task isn’t the same as automating an entire workflow. See how intelligent automation in healthcare can give back an average of 70 minutes per patient visit.
Episode 004 22 min
Inside the Xperience digs into the hidden math behind long hold times, including outdated staffing formulas and the redial loops created by call abandonment. Discover how proactive outreach and empowered agents can shorten the line without adding headcount.
Episode 002 24 min
Inside the Xperience unpacks how high call volume points to earlier mistakes, such as a reminder text with no prep instructions. With the right AI orchestration, health systems can fix problems at the source, leaving staff more time for patients with complex needs.
24 min
On this episode of Inside the Xperience, we explore how well-funded CX projects go wrong, from AI agents giving conflicting answers to an opted-out text triggering a compliance fine. Learn what healthcare and financial services leaders can do to fix these broken journeys without replacing their existing tools.
