Probe CX is reshaping customer and employee experiences with AI, automation, and smarter digital design. In this episode, Robert Cooper and Brendan Crawford share how their team delivers measurable outcomes — from reducing handle time and boosting first-contact resolution to enabling self-service during major outage events. They also discuss the future of the contact center, the rise of agentic AI, and why elevating employee experience is key to great CX.
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24:57
S.5. Ep.6 How Newfold Reimagined CX
When Newfold Digital needed to support millions of customer interactions across their global web hosting brands, they embarked on a cloud migration that fundamentally transformed how they deliver customer service. In this episode of Level Up CX Tech, we sit down with Eric Jaquith, Senior Telecommunications Manager at Newfold Digital, to explore how they achieved zero missed contacts through strategic AI implementation, the pivotal role of self-service tools and automation in empowering both agents and customers, and how building reusable solutions while keeping things simple has driven their success in scaling customer support globally.
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18:54
S5. Ep.5 The Power of Community-Driven CX Innovation
When OVO Energy set out to scale conversational experiences without sacrificing reliability or empathy, Senior Software Engineer Lucas Woodward brought developer-grade rigor to CX, building front- and back-end chatbots, automated testing pipelines, and real-time observability, then sharing those tools with the community.
In this episode of Level Up CX Tech, we sit down with Lucas to explore how platform APIs and CX as Code accelerate safe, repeatable deployments. Why shortening feedback loops with dashboards and sentiment signals matters, and how bringing developers closer to customers creates more human, resilient digital journeys.
Lucas' newsletter can be found at: https://makingchatbots.com
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S5. Ep.4 Empathy in Action: RedSalud's innovative approach to CX strategy
When RedSalud, Chile's largest private healthcare provider, recognized the need to offer remote assistance during the pandemic while maintaining empathy and clinical quality, they embarked on a digital transformation that fundamentally changed how they serve patients.
In this episode of Level Up CX Tech, we sit down with Juan Neme, Experience and Digital Services Manager at RedSalud, to explore how they reimagined patient access and affordability while maintaining clinical quality, the pivotal role digital channels play, and how intentional design and empathy are shaping patient interactions today.
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S5. Ep.3 How Global Payments Successfully Migrated to the Cloud
When Global Payments realized that their on-premises contact center solution wasn’t going to provide the agility or the features they needed, they undertook a process that ultimately led them to the cloud. On this episode of Level Up CX Tech, we’re joined by Beth Granberry of Global Payments to hear how the IT and business teams at Global Payments worked together to ensure the ultimate solution met their needs for today — and for tomorrow.
Level Up CX Tech, the Genesys podcast, is your resource for deep insights on transforming customer and employee experiences. Join CX innovators, tech leaders, and industry experts as they share success stories, proven strategies, and practical tips for navigating the latest technologies. Whether you’re focused on today’s challenges or preparing for what’s next, our podcast will help you level up your customer experience.
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