Turning disruption into advantage

As AI innovation reshapes industries and new markets emerge, how we define resilience is also changing. What used to imply enduring a crisis, now means turning that disruption into a strategic advantage.

This issue explores how to make the shift: embedding compliance into daily operations, executing with agility and precision when the stakes are high and preparing teams for the future of CX operations.

Compliance must be built in, not bolted on

For many financial firms, regulatory updates often set off the same chain of events: urgent meetings, last-minute fixes and systems under pressure. But responding to change doesn’t make for a strong compliance strategy. With fragmented regulations and regional variations, this approach drains resources, slows innovation and undermines resilience.

“We need to stop reacting to the latest fine or mandate and start building for what’s next,” says Pragya Agarwal, VP, fincrime & compliance, TaskUs. She provides three practical ways forward: integrating compliance into daily workflows, harnessing AI for real-time regulatory intelligence and leveraging the cloud for both agility and scale. 

Read more in our latest blog.

Outrunning regulatory risk

A buy now, pay later (BNPL) app found itself in a race against time. It had 2,500 unresolved cases — from disputes to new account verifications — and just 29 days to clear them under Regulation E and Regulation Z. 

By building a specialized team and a strategic plan focused on speed and accuracy, we cleared the backlog a week ahead of the deadline.

See how we did it.

New research examines what AI means for the state of customer and employee experience

In a new report from CCW Digital, analyst, Brian Cantor, answers the question: “What will it take to break from this [impersonal] landscape and ensure AI initiatives empower agents to deliver more consultative, empathetic care?”

The research examines the future of AI in the contact center, including: a fresh take on customer and employee experiences, the top mistakes holding back frontline empowerment, six steps to ensure AI augments performance, new metrics for consultative care and case studies proving the impact of a human-centric approach.

Get the report.

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