Experience Matters

"This call may be recorded for training and quality purposes." Most of those calls never get reviewed. That is what Rob Dwyer, Sr. Technical Account Manager at Level AI, and Sarah Caminiti get into, in this episode of Experience Matters.

They discuss how AI QA replaces spot-checking with full customer conversation coverage, and why the real shift is not just visibility, but understanding patterns across every interaction. Rob's takeaway is simple: quality cannot be improved if most of your customer conversations are never seen.

AI can generate answers, but it can’t improve how your team thinks or decides.

In this episode of Experience Matters by Hiver, Donald Thompson explains why most teams get AI wrong, how it quietly leads to “average work at scale,” and why speed without judgment creates more problems than it solves. In customer support, this shows up as faster replies that sound right but miss context, forcing customers to repeat themselves or prolonging resolution.

He breaks down what actually changes when AI takes over routine work, and why the real advantage comes from teams that know how to ask better questions, structure their thinking, and use AI to generate options, not decisions.

Tune in to understand why better thinking, not faster answers, is what ultimately drives performance.

Would you trust AI with your company’s finances if it were only right 95% of the time? Matt Remuzzi, Owner of CapForge, joins Niraj, CEO and Co-founder of Hiver, to explain why that missing 5% can cause real financial problems. They discuss where AI helps accountants move faster and why human oversight still matters when the numbers count.

Matt’s approach is simple: use AI to move faster, but never let it have the final word. He also shares how responding to clients within 45 minutes instead of the typical 5 days builds trust and drives referrals. But when it comes to financial results, speed doesn’t matter if the numbers aren’t right.

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A human agent might cost $30 an hour. But a single support interaction they handle could protect $3,000 in revenue.

In this episode of Experience Matters, Patrick Brown (Founder & CEO, Unity Communications) breaks down where AI actually works in support workflows and where it costs you money. 

AI can confirm appointments, send reminders, and handle structured “yes or no” workflows at scale. But when a conversation turns into an exception like a patient flagging an insurance issue before a medical appointment, that’s when automation reaches its limits. And without a fast human handoff, real revenue is at risk.

Patrick also explains why 80% of customers come back when their issues are handled well, and why support is one of the cheapest growth levers that most companies still treat as a cost center.

If you’re leading customer service, this episode will challenge how you think about automation, retention, and growth.

Before a doctor can see patients, hospitals must complete a lengthy, complex credentialing process. Licenses, background checks, and past hospital affiliations. Miss one file or delay one approval, and a clinician can’t practice. Patients wait. Admin teams scramble.

This is the world Jordan Hooker works in.

He leads customer experience at Axuall, a healthcare technology company focused on credentialing clinicians. This process, which once took months, has been transformed by automation, with Axuall automating up to 90% of the work.

In this episode of Experience Matters, Jordan shares what healthcare workflows look like in practice. Where automation works, where it breaks, and why human support still matters when things don’t go to plan.

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CorpNet didn’t scale 7x by chance. For Nellie Akalp, the real turning point was a deliberate shift from a high-volume B2C model to a focused B2B strategy. 

In this episode of Experience Matters by Hiver, host and Founder-CEO of Hiver, Niraj Ranjan Rout, chats with Nellie about the decision that reset CorpNet’s trajectory and how it changed everything that came after. She explains why the move to B2B required a higher-touch model, how her team built processes to support more complex customer needs, and why trust became the single, non-negotiable requirement.

Nellie also talks about managing rising workloads without losing responsiveness, the culture shifts that kept her team aligned as headcount grew from 15 to 100+, and the leadership changes she had to make as the company scaled.

Most contact centers obsess over AHT and CSAT, but Luke Jamieson argues these metrics only tell the story after the damage is done. The real problems often start earlier. Poor audio, unstable networks, and device issues can derail a call long before an agent ever speaks.

That’s why Luke champions CX observability. It uncovers the upstream technical friction that quietly shapes customer experience.

In this episode, he breaks down what Operata learned from analysing 148,000 customer calls, how these insights reshape performance models, and why AI is redefining the agent’s role.

Everyone talks about remote work. Few know how to make it work.

At Flight CX, Chloe Shill leads a global support operation built on structure, trust, and connection. In this episode, she joins Niraj Ranjan Rout to talk about how she keeps teams aligned, motivated, and where AI really adds value.

Christian Sokolowski, VP of Customer Support at Rebuy Engine, built an AI support workflow that now resolves 45% of tickets automatically. He shares how his team connects knowledge bases, trains AI with live interactions, and feeds insights back to the product. A practical look at building AI support that’s fast, accurate, and human.

Tod Ellington, VP of Ops at Whitestone, shares how he scaled operations by connecting systems. Learn how he rolled out Hiver, Asana, and Zoho Analytics, cleaned up workflows, and gave every team visibility into what matters. This episode can be the operations playbook you were waiting for.