The new year is a time for reflection. Today, we’re reflecting on one of our client’s achievements and what we’ve learned from developing campaigns, sharing company news, and staying attuned to industry evolution.
Mosaicx is a leader in the customer experience (CX). Its Conversational AI uses voice recognition and digital messaging to help customers find information and resolve issues. Mosaicx’ 2024 was filled with strategic announcements, impactful customer partnerships, and active participation in industry trade shows, podcasts and publications that reinforced its thought leadership.
We’ve had the privilege of partnering with Mosaicx for nearly four years, helping to create, amplify and share stories that showcase its growth and impact. Below is a snapshot of highlights from 2024.
Q1: The State of AI in CX
In the first quarter, we partnered with Mosaicx to share strategies for navigating the increasingly complex customer service landscape. Our pitch campaigns highlighted how companies can support customer needs and business goals through thoughtful AI integrations. Key themes included:
- Balancing Automation in Healthcare: Focusing on automation, specifically AI, to enhance but not replace human empathy and effectiveness across patient interactions.
- Supporting Retailers with Conversational AI: Demonstrating how conversational AI helps retailers juggle roles, from customer engagement to operational improvements.
- Mapping CX Success Is Not Linear: Showcasing the importance of adaptability and flexibility to meet customers across various touchpoints and channels.
As part of these campaigns, we secured coverage in The Fast Mode, Smart Customer Service, CX in the Wild and RT Insights.
Q2: Strategic Partnerships, Societal Impact and Industry Recognition
In Q2, Mosaicx showcased how technology can drive meaningful change and address both societal challenges and business needs.
- Making 988 Possible: We collaborated with Mosaicx and Vibrant Emotional Health to develop and share a case study on their partnership enhancing the 988 Suicide & Crisis Lifeline. This included a video and the written case study, Extending a Lifeline: Increasing Access to Mental Health and Crisis Care.
- Securing Industry Recognition: Mosaicx was a finalist for the 2024 CCW Excellence Awards in the Automation Solution of the Year category. At the July CCW event, Mosaicx showcased its Mosaicx360 platform, which streamlines customer interactions and enhances personalization to drive loyalty and satisfaction.
- Shaping Industry Trends: We helped Mosaicx identify industry trends and create pitch campaigns to help businesses in navigating them. This included adapting to new DOT refund policies with AI and using data for personalized CX without compromising customer trust. We helped place articles in MarTech Zone, Total Retail, AiThority and Retail Customer Experience.
Q3 & Q4: Regulatory Trends & CX Leadership
In the latter half of 2024, Mosaicx demonstrated leadership in navigating regulatory changes while growing relationships with fellow industry thought leaders and earning accolades for its own leadership in CX innovation.
- Insights on Regulatory Changes: As regulatory shifts emerged, Mosaicx guided key policies, including the FTC’s Click-to-Cancel rule and the FCC’s georouting requirements for wireless calls to the 988 Lifeline. This critical step ensures localized care for callers while maintaining their privacy.
- Growing the No Hold Time Podcast: To expand the reach and elevate thought leadership, we secured CX influencers as guests on Mosaicx’ No Hold Time podcast. Highlights included CX experts Stacy Sherman of Doing CX Right and Kristi Faltorusso of ClientSuccess, who shared actionable strategies for improving customer experiences. Watch both episodes and more on the No Hold Time YouTube Channel.
- CX Leadership Recognition: Mosaicx wrapped the year as a finalist and winner of the CX Leaders Awards, with President Rebecca Jones receiving recognition in the Women in CX category. This award honors exemplary leadership, innovation and influence in CX.
Through these milestones, we secured coverage in Forbes, CMSWire, Tech Target and CX Today.
Looking Ahead
In 2025, Mosaicx is poised to shape innovative CX strategies across retail, healthcare and other key verticals. We’re excited to build on our momentum and highlight their product advancements, company milestones and partnerships that continue to transform customer experiences.