CH Consulting Group

Your operation tells you everything you need to know about your readiness for 2026. We created a self-assessment worksheet to help leaders evaluate their CX center across five core areas that shape performance and stability. 🔷 Operational foundation 🔷 Workforce and quality 🔷 Data and visibility 🔷 Technology and integration 🔷 Scalability and change Start your evaluation and see where your strengths and risks truly are. Download the worksheet: https://lnkd.in/g6bAfGu4 #cx #operations #contactcenter

💡 Organizations want AI, but many still lack the conditions that make it work. In this preview from The Next Phase of AI Readiness: Turning Strategy into Measurable ROI, Christa Heibel, Fred Stacey, and Eben Hall talk through the patterns they continue to see inside real operations during AI readiness work. 🔷 Business processes lack structure 🔷 Communication and planning are inconsistent 🔷 Use cases are unclear or disconnected from the strategy 🔷 Technology decisions happen inside silos 🔷 Measurement is not defined Leaders are eager to advance AI, but the operation must be prepared to support the work. This preview highlights the gaps that appear long before the technology fails. Watch the full video on our website: https://lnkd.in/g43FYxqS #AI #AIinCX #leadership

🤝 In this clip, Christa Heibel and Jessica Alston, Head of Marketing, discuss what many organizations are overlooking — customers still want human connection. AI is transforming how we work, but people aren’t ready to give up empathy, trust, or understanding. The next era of CX isn’t about replacing humans. It’s about evolving how humans and AI work together to deliver better, faster, smarter service. Watch their conversation on how leaders can preserve the human element while modernizing customer experience strategy. #CustomerExperience #AIEvolution #Leadership

💬 Most healthcare contact centers aren’t truly contact centers yet. Leaders still rely on scripts, outdated KPIs, and disconnected workflows that make it impossible to deliver a consistent patient experience. As Janet from CHCG’s healthcare team explains, the real transformation starts when leadership accountability meets operational alignment. That’s when CX becomes measurable. Evaluate your own operation. Are your systems and teams aligned to deliver on patient expectations? #HealthcareCX #PatientExperience #CHConsultingGroup

Our November newsletter is now live. This issue focuses on the rebuild happening across healthcare access centers as leaders address outdated structures, rising demand, and performance gaps that impact patient experience. 🔷 Why many access centers are losing traction 🔷 Key performance gains from our newest pediatric health system project 🔷 How leadership alignment shapes stability and accountability 🔷 The operational priorities that set the foundation for AI readiness Read below and share with a colleague in healthcare who is navigating similar challenges. #healthcare #px #cx

🎥 Healthcare systems are refocusing on what truly drives progress — operational maturity. After years of tech-first investment, hospitals and provider networks are returning to the fundamentals: unified access centers, standardized scheduling, and efficient referral processes. It’s not about adding more tools. It’s about optimizing what connects people to care. Watch Christa Heibel’s take on why healthcare contact centers are entering a new era of accountability and performance. #HealthcareCX #PatientExperience #OperationalExcellence