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.