Description

In this episode of Summit Sessions with Bryan Schielke, Bryan sits down with Steve Shefveland, Founder & CEO of VitalCX, the world’s first Healthcare Experience Platform (HXP), to explore what it really takes to scale customer and patient experience in the age of AI.

With over 30 years of global experience building and operating customer experience teams across the U.S., Africa, Mexico, and beyond, Steve shares a grounded, real-world perspective on why AI alone is never enough - and why the human element still defines great service.

You’ll hear practical insights on:

• Why AI breaks down in real customer and patient interactions
• How hybrid AI + human models outperform pure automation
• What global leadership teaches you about culture and service
• A counterintuitive growth decision that unlocked 24/7 operations
• The early mistake that cost Steve a client - and reshaped how he invests in his business
• How vision and passion drive sustainable company culture

This conversation is a must-listen for leaders navigating AI, healthcare operations, CX, and global scaling - and for any founder serious about building systems that serve both customers and people.