June, 2025 - RedialBPO

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 was a reminder that great CX can literally save lives.

Also at Phoenix, I had the opportunity to share dinner, laughs (and some drinks) with Dr. Hui Wu-Curtis, one of the most accomplished CX experts I had the pleasure to talk to.

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.

Learn more about Redial BPO

Want to learn more about Redial BPO’s teams, services and locations (Mexico, South Africa and the Philippines)? Then I invite you to download our Company Overview by clicking in the image below.

Also, it would be a good idea to subscribe to our blog, and visit our socials: Facebook, Instagram, TikTok, LinkedIn and YouTube.

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/

These days, it feels like every sentence, every presentation, every slide deck starts with “AI will…” but few people seem to have a grasp on exactly how to deliver its benefits. Swept along by the hype and often with a serious case of FOMO, here are some of the questions I’ve been asked lately:

“We need to scale our Customer Service, but how do we achieve that without turning into robots ourselves?”

“The potential for growth is exciting, but it brings with it many challenges: how can you help us maintain the personal experience customers love?”

“How can my team balance increased volume with the kind of service that still delivers empathy & trust in our brand?”

Yes, AI is amazing. It can do all the things that we don’t really want to do like managing tricky FAQs at 2 am faster than you can say “hold music.” It never gets tired of “Where’s my order?” nor does it take a coffee break just as the inbound queue goes ballistic.

So, here are some thoughts for scaling without losing the human touch:

Let AI handle the boring stuff…

so that your people can handle the meaningful stuff…(like transforming a customer’s worry into their peace of mind.) From my own experience, there is nothing better than working with a team of people who really know they have made a difference, whether that is solving complex issues that sit outside of a mapped process or helping a vulnerable customer.

Automate with empathy in mind.

Not just speed. Not just efficiency. Actual care. Mapping the process is one thing, but trying to plan for every eventuality kills the ability for your people to think on their feet, protect your brand, and go the extra mile.

Let data be your compass.

Use AI wisely to gather and understand customer insights, so your team can personalize their interactions. The more you understand your customers, the more human your support feels, even at scale.

Train humans like they matter, because they really do.

Your best weapon in the CX world remains a well-supported, empowered, and emotionally intelligent team. EI (Emotional Intelligence), supported by good use of AI (Artificial Intelligence) is what makes the difference. Build the skills necessary to have conversations using insights gathered by AI.

Bottom line: The future of customer service isn’t just AI-powered, it’s human-led, tech-supported, and empathy-first.

Please find out more about how Redial BPO can help your team keep it human as you scale by downloading our Company Overview.

Also, it would be a good idea to subscribe to our blog, and visit our socials: Facebook, Instagram, TikTok, LinkedIn, and YouTube.

FAQ about Scaling Customer Service with AI

1. How can AI improve customer service?

AI enhances customer service by automating repetitive tasks, analyzing customer behavior, delivering instant responses, and providing agents with valuable insights. This allows for faster response times and more personalized customer interactions.

2. Is it possible to scale customer support without sacrificing quality?

Yes. By utilizing AI to handle routine interactions and equipping human agents with data and emotional intelligence training, businesses can scale effectively while maintaining, or even improving, service quality.

3. What is empathy in automation?

Empathy in automation refers to designing AI-powered systems that prioritize the customer’s emotional experience. It involves utilizing customer insights and sentiment analysis to create automated responses that feel more human and considerate.

4. How does AI help human agents do their jobs better?

AI provides agents with real-time customer data, context, and suggested actions. It also reduces their workload by managing simple queries, allowing them to focus on complex, emotionally nuanced situations where human judgment is crucial.

5. Why is emotional intelligence vital in customer service?

Emotional intelligence enables agents to connect with customers, de-escalate situations, and build trust. When combined with AI, emotionally intelligent agents can deliver more compassionate and effective support, even in high-volume environments.

Justin Aldrich

Experienced BPO Sales Director and CX Leader with a global track record across the UK, Europe, and beyond. I specialize in driving revenue growth through strategic selling, with deep expertise in Digital Customer Experience (CX), Contact Center as a Service (CCaaS), and multi-sector BPO solutions —including the public sector. Passionate about building lasting client relationships and delivering measurable impact. Also, a proud Formula 1 fanatic.

redialbpo.com

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