Two Weeks of CX Magic: My Takeaways from CX Healthcare and CCW Vegas 2025

June was a whirlwind, and I mean that in the best possible way! In the span of just two weeks, I had the opportunity to attend two of the most impactful Customer Experience events of 2025: CX Healthcare in Phoenix (June 4–5) and Customer Contact Week (CCW) in Las Vegas (June 9–12). I returned home energized, inspired, and ready to take everything I learned back to the incredible team at Redial BPO.

From thought-provoking sessions to spontaneous hallway meetups, each event brought something special to the table. Let me walk you through the highlights.

CX Healthcare Phoenix: Where Innovation Meets Compassion

There’s something genuinely unique about CX Healthcare. The energy in Phoenix was palpable, centered on genuine conversations about enhancing healthcare outcomes through more intelligent, empathetic customer experiences. As someone deeply invested in the intersection between tech and human connection, this event hit home for me.

What stood out the most were the sessions led by healthcare leaders who are transforming the patient journey. These weren’t just theoretical ideas, they were actionable strategies being implemented across the industry. Hearing from changemakers like Dr. Hui Wu-Curtis was a reminder that great CX can literally save lives.

Beyond the sessions, the connections were equally meaningful. I had insightful one-on-one chats with executives, tech innovators, and partners who are just as passionate about improving access and efficiency in healthcare. These are the conversations that fuel our mission at Redial BPO: using people-first CX to make a real-world impact.

CCW Vegas: The Ultimate CX Playground

Just a few days later, it was off to Las Vegas for CCW 2025, and wow: What a contrast in atmosphere! Vegas was electric. With thousands of attendees, innovative booths, and an agenda packed with talent, CCW felt like the Super Bowl of Customer Experience.

I kicked off the week (literally!) with the 5K fun run —yes, I actually ran— and spent the next few days immersed in keynotes, panels, and spontaneous meetups. It was especially fulfilling to reconnect with clients and partners face-to-face. Sometimes, the best insights come over coffee or while laughing through a late-night networking dinner.

A special shout-out to the brilliant minds I got to learn from again —Hui, Crystal, Emmanuel— you crushed it! Your work continues to inspire not just me, but the whole Redial BPO family. And of course, it was a blast sharing this experience with Jason Heil. We’re already dreaming up our next moves for the fall.

Building Real Connections That Last

What tied both events together? Connection. Whether in a conference room in Phoenix or a buzzing hallway in Vegas, what stood out was the genuine interest people have in collaboration, innovation, and building better experiences for customers.

For us at Redial BPO, these events reaffirmed our belief that success comes from blending smart processes with empathetic people. The conversations I had weren’t just about outsourcing or metrics, they were about vision. And more importantly, they were about people: Clients, customers, and colleagues alike.

I walked away from these two weeks with not just ideas, but real momentum. And while I’m happy to be back home for a bit, I’m already looking forward to what’s ahead: more partnerships, more collaboration, and more growth.

If we crossed paths at either event, thank you. And if we didn’t, I hope we will soon.

Let’s keep the conversation going.

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Elder Gonzalez

I’m the VP of Client Services at Redial BPO. I’m passionate about CX, building strong client relationships, and blending tech with human talent to deliver top-tier service across industries.

www.linkedin.com/in/eldergonzalez/