Most AI knowledge problems are ownership problems. When policies or processes change, someone needs to ensure support teams and AI have the same updated information. One clear owner can prevent weeks of inconsistent answers. hubs.la/Q04C1YF50 #AI #CustomerExperience

A patient’s wait doesn’t start when a request reaches the right team. It starts when they first reach out. Measuring only part of that journey can hide delays, even when SLAs are met. #HealthcareCX Healthcare leaders need to track the full wait. hubs.la/Q04BLt4-0

The most expensive support tickets are the ones you keep seeing. Recurring issues often point to problems beyond customer support. Fixing the pattern can prevent the next ticket, not just resolve the current one. #CustomerExperience #CX

One appeal may be disagreement. Repeated appeals may reveal a bigger problem. When customers keep challenging similar decisions, it may signal unclear policies or inconsistent enforcement. Appeal patterns can help Trust & Safety teams identify what needs fixing. #TrustAndSafety

“The MVP in finding things.” 🏆 That’s how a client described our team after Valentino Fernan Padilla uncovered operational trends that helped their investigation. Great CX goes beyond reporting data. It’s about finding what matters. Great work, Valentino! 💛

Some people have a sixth sense for “let me check one more thing.” 💛 They catch the details and send updates before anyone asks. Here’s to our Peak Support team and customer service pros going the extra mile every day! 🎉 #CustomerServiceWeek #PeakSupport

Great bread gets people talking. Thoughtful care gives them another reason to love Wildgrain. 🍞📷 Their “special moments” approach gives agents room to go the extra mile when customers face tough times. Watch the clip. 📷#CustomerServiceWeek #PeakSupport

Houston, we’re here. Today Greg Avallone and George Tillotson take the stage at Consero's Customer Experience & Contact Center Forum to talk about what happens to CX operations as AI takes on more routine interactions. See you at the roundtable! #CX #PeakSupport

Two Peak Support leaders are heading to Houston. Greg Avallone, and George Tillotson are joining the speaking faculty at Consero's Customer Experience & Contact Center Forum, Oct. 4–6. They’ll lead a roundtable on how AI is reshaping the CX operating model. #CX

Congrats to Peak Support’s Q2 #BetterWithU winners: ❤️ Eunice Tracy Arimado, 💪 Mary Anne Aica Nolasco, 💪 Miranda Scaggs, and 🧠 Tori Courtney King Harris. Very proud to see Peak Support represented by all four. 👏 #PeakSupport #Ubiquity

AI can turn one wrong answer into hundreds of wrong customer experiences. At scale, outdated information or flawed workflows can spread before teams catch them. Scaling AI means scaling what’s behind it, too. hubs.la/Q04yCGgN0

Wildgrain didn't overbuild support early. They scaled it with the business. 2 agents → 10 → 20, without putting the hiring and onboarding burden on their internal team. That flexibility kept the focus on growth. Watch the full case study: hubs.la/Q04ymD0y0

An on-brand response can still deliver an off-brand experience. The right tone and script won’t fix policies that create unnecessary approvals, limit agent access, or reward speed over resolution. Brand alignment goes deeper than what agents say.

Trust & Safety decisions don’t stay in the review queue. A suspension, delayed dispute, or enforcement decision becomes part of the customer experience. Consistency and fairness can shape trust in the decision and the brand behind it. hubs.la/Q04xTpzZ0 #TrustAndSafety #CX

There’s no single fix for better CX. 2026 Rising CX Leaders Matthew Ruby, Mike Beaubrun, Sam Coffey, and Jhania Perkins share how employee experience, business investment, connected data, and the fundamentals of good service all play a role. 👇 Hear their insights.

Our Kustomer certification comes with something we value just as much as platform expertise: real experience running CX. We're proud to be a Founding Member and Certified Partner of Kustomer. hubs.la/Q04xyvRF0 #PeakSupport #Kustomer #CX

Patient data security isn't only an IT responsibility. Support teams handle sensitive information every day. Protecting patient data takes the whole organization. hubs.la/Q04xgqD40

At Wildgrain, proactive CX means reaching out about delays before customers ask and giving agents the freedom to act when a moment calls for more than a standard response. Watch the full webinar here for more ideas on reducing churn through better CX: hubs.la/Q04wRzH40

Patients may switch from portal to phone to chat.The answer shouldn’t change with them. Conflicting information often points to a bigger problem behind the scenes: disconnected teams and outdated knowledge. Consistency starts with one source of truth. hubs.la/Q04w43kY0

Customer support shouldn’t be the last stop for customer feedback. Every question, complaint, and friction point can shape better product, marketing, and retention decisions. hubs.la/Q04vfFSt0 #CustomerExperience #VoiceOfCustomer #CustomerSupport #Marketing #CX