Thinking like a beginner: The hidden advantage of not being an expert
Not knowing can be a superpower. Thinking like a beginner frees you from assumptions, letting you ask the questions experts overlook and spot opportunities others miss.
Innovation
How AI is revolutionising agent training and mentorship
AI is a game-changer for agent training, offering real-time guidance and support to help new agents ramp up faster and improve compliance while enabling experienced agents to sharpen their skills.
How to make AI work for your insurance company by rethinking customer service workflows
To truly make AI work in health insurance contact centers, you need to adapt your workflows to support the technology, not force AI to work around outdated processes.
No data? No problem: A scrappy guide to in-house data generation with AI
How our team created a custom AI training dataset using only our stand-ups, everyday tools, and zero budget.
AI, empathy, and the art of customer service: Why robots still need a human touch
AI is transforming customer service, but without thoughtful design and human empathy, it risks making things worse, not better.
Why creative thinking is the most important skill in the age of AI
Creativity is not just for designers—it’s the most in-demand skill across industries. But are we prepared to meet that demand? Here’s why creative thinking is essential, and how to start building it.
Designing fair systems: Responsible AI in health insurance
Unchecked algorithms could deepen healthcare disparities. Here’s how insurers can act now, and stay ahead of regulation.