Amplix

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09/04/2026

A meaningful fix for a patient experience gap doesn't have to be expensive.

Amy Behbehani, Senior CX & AI Consultant at Amplix, starts by asking where patients feel the most friction, and what the smallest fix would be to solve it. For a lot of hospitals and insurers, that means reworking something as basic as how a call gets transferred to the right department. Every misrouted call means a patient repeating their story to someone new, and that frustration builds long before a bigger investment ever gets discussed.

Start with the smallest fix that solves the biggest problem. That first win becomes the foundation for a broader patient experience transformation.

Organizations are deploying AI agents across enterprise environments, automating workflows, accelerating decisions, and ...
09/04/2026

Organizations are deploying AI agents across enterprise environments, automating workflows, accelerating decisions, and reshaping how businesses operate. But as AI becomes embedded in the business, it also becomes embedded in the attack surface.

On October 15th, industry experts from eSentire, CyberMaxx, and Amplix will come together to discuss what it really means to secure an agentic enterprise. We'll explore how the threat landscape is shifting, why identity has become the most targeted attack surface, and how MDR must evolve to keep pace with AI adoption.

Register now to secure your spot. https://hubs.li/Q04wKnGT0

Customer experience, digital experience, employee experience, and user experience are usually treated as separate discip...
09/02/2026

Customer experience, digital experience, employee experience, and user experience are usually treated as separate disciplines, but Ricki Lang says they're really one thing wearing four hats.

On the latest episode of The Amplitude of Tech, Lang, VP of Telecommunications, Media and Entertainment at Quantum Metric and former product and engineering leader at Comcast, joins host Shawn Cordner to unpack what she calls total experience: a bad cancellation flow, an unhelpful chatbot, and a frustrated frontline employee all trace back to the same underlying systems and processes.

Listen now. https://hubs.li/Q04wjnn60

09/01/2026

Here's something worth remembering before handing a network over to an outsourced provider: cost savings only show up once the network itself is in good shape.

Frank Scanga, Executive Vice Chairman at XTIUM, puts it plainly: "it can't be your mess for less." An old, unreliable network does not become reliable just by changing who manages it. Once that foundation is solid, a provider can bring in real capacity and expertise to the table.

Get that right, and the economies of scale start working in your favor.

AI is being applied across the contact center to improve efficiency, enhance agent performance, and create more seamless...
09/01/2026

AI is being applied across the contact center to improve efficiency, enhance agent performance, and create more seamless customer interactions.

Join us this Thursday for a live panel discussion on where AI is delivering measurable impact today, and what it takes to align AI initiatives with operational goals and business outcomes. You'll hear from:

🎤 Cobus Greyling, AI Evangelist at Kore.ai
🎤 John McMullan, Product Strategy & GTM at Observe.AI
🎤 Jamaal Savwoir, Senior Channel Solutions Consultant at Poly AI

Secure your spot now. https://hubs.li/Q04w3Mhn0

On August 27, OpenAI, Microsoft, Google, Amazon, Anthropic, and 100+ other companies signed an open letter warning that ...
08/31/2026

On August 27, OpenAI, Microsoft, Google, Amazon, Anthropic, and 100+ other companies signed an open letter warning that AI-enabled cyberattacks are about to become far more widespread and sophisticated, with hospitals, water utilities, and internet infrastructure named as the most exposed.

The letter highlights that attackers are already using AI to write exploit scripts targeting industrial control systems and warns that the window to strengthen defenses is measured in months, not years.

See what the letter is calling for and what closing that gap should look like before the window closes. ➡️ https://hubs.li/Q04vZz3y0

08/28/2026

One mistake a contact center can make with AI is choosing the technology before mapping the journey it's supposed to support.

For Mike Z***e, Chief Revenue and Experience Officer at Quiq, the journey comes first, layering in the channels that support it and building the plan around the experience a business wants to create for its customers. The technology comes after.

That order keeps the technology built around the experience customers actually want.

08/27/2026

Some of the longest calls your team takes may be the most valuable for your business.

Handle time is one of the most closely watched metrics in the contact center and should be measured and optimized. However, optimizing it doesn't mean the shortest interactions are the best ones. Stanton Smith, VP of CX Consulting and Solution Engineering at Amplix, has found that longer interactions, at times, are the ones creating the most value for the customer.

That reframes what success should look like. A short call can look efficient on a dashboard while leaving a customer without real resolution. A longer call, handled well, builds the trust that keeps a customer with the business long after it ends.

People expect real-time, personalized service everywhere, from banking apps to same-day delivery, but healthcare hasn't ...
08/26/2026

People expect real-time, personalized service everywhere, from banking apps to same-day delivery, but healthcare hasn't caught up.

On the latest episode of Inside Amplix, Amy Behbehani, Senior CX & AI Consultant at Amplix, shares her insights from over 12 years working inside hospital and insurance contact centers before joining Amplix. The conversation covers why repeated identity checks, mistransfers, and fragmented systems erode patient trust, and what that friction actually costs in lost revenue, operational overhead, and staff burnout.

Listen now: https://hubs.li/Q04vqgDW0

What does effective AI adoption really look like in today's customer experience landscape?Next week, Amplix is bringing ...
08/25/2026

What does effective AI adoption really look like in today's customer experience landscape?

Next week, Amplix is bringing together industry experts to talk through what that looks like in practice, and where AI is actually proving its worth. You'll hear from:

📍 Cobus Greyling, AI Evangelist at Kore.ai
📍 John McMullan, Product Strategy & GTM at Observe.AI
📍 Jamaal Savwoir, Senior Channel Solutions Consultant at Poly AI

Ready for a clearer view of where AI is delivering measurable impact today? Register now to secure your spot. ➡️ https://hubs.li/Q04vc70z0

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