Too often, organizations moving from on-premises customer experience (CX) technology to a cloud-based CX platform try to replicate their current operations — rather than taking the opportunity to reinvent them. In this episode, Brian T. Jones, Senior Specialist, Technology, AP Digital Care Communications, at Ascension Technologies, explains how the IT arm of Ascension Health was able to make improvement like downsizing to one dynamic call flow by being open to the art of the possible.