Insights & Resources

Latest from BrainCX

Voice AI, speech language models, and the future of enterprise customer experience — written for healthcare and higher ed operators.

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IVR

Voice AI vs IVR for Patient Access: What Changes

The short answer: an IVR routes calls using a fixed menu the caller navigates. Voice AI holds a conversation, understands…

braincx Aug 13, 2026 6 min

Why Voice AI Is Replacing Voicemail in Contact Centers

The Hidden Cost of Voicemail Check your after-hours call volume. It reveals everything you need to know about your customer…

braincx Sep 27, 2026 2 min

Why Your Contact Center Needs a Real Crisis Backup Plan

The Reality of Unpredictable Contact Center Outages When severe weather or unexpected regional disruptions hit, call volumes spike immediately. Across…

braincx Sep 23, 2026 2 min

Returning to South Miami and the UM Campus

A Homecoming in South Miami Stepping back onto the University of Miami campus after more than three decades brings a…

braincx Sep 21, 2026 1 min

AI Customer Support: Why Tech Giants Still Get It Wrong

The Frustration of Calling an AI Company Imagine trying to resolve a simple billing issue: an old ChatGPT business account…

braincx Sep 19, 2026 2 min

Connecting at Connect Expo: CX Regulatory Compliance

Navigating Regulatory Compliance in Customer Experience Regulatory compliance plays a critical role in shaping modern customer experience (CX) operations. Adapting…

braincx Sep 17, 2026 1 min

Why Voice AI Is Your Contact Center’s Peak Season Insurance

December is notorious for pushing contact centers to their absolute limits. Call volumes spike, hold times stretch, and operational pressure…

braincx Sep 16, 2026 2 min

First of a 2 part series – Beyond Access: Using Conversational AI to Rehumanize Online Learning

Technology’s greatest potential in education isn’t just about access. It’s about connection. In collaboration with Tariq Alinur, founder and CEO of…

Aatik May 13, 2026 2 min

Stop Romanticizing Transformation, Higher Ed Needs Efficiency

In higher education, the promise of AI often gets tangled in dreams of transformation, while institutions quietly hemorrhage from inefficiencies.…

Tariq Alinur May 13, 2026 2 min

Voice AI in 2025: Trends and Results

Voice AI in 2025: 4 Trends We’re Seeing Again and Again In every conversation I’ve had with CX leaders this…

Tariq Alinur May 13, 2026 2 min

2025 in Review: Why 95% of Enterprise GenAI Pilots Failed—and What Comes Next

📉 In 2025, 95% of enterprise GenAI pilots failed to move the P&L. Here’s why most AI initiatives stall—and what the next…

Tariq Alinur May 13, 2026 2 min

The FCC voted on March 26, 2026, to propose the most significant contact center NPRM in decades.

The FCC voted on March 26, 2026, to propose the most significant contact center NPRM in decades. Read the full…

Tariq Alinur May 13, 2026 4 min

YouTube

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Episode 1: Navigating the Future of Customer Experience Podcast with Jeremy Hyde

Watch on YouTube ↗

YouTube

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