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Sarah Mitchell

CX Industry Analyst

Sarah Mitchell analyses support performance and customer behavior, translating operational data into practical insights across QA, compliance, and automation.

Analysis

Sarah Mitchell

min read

Feb 11, 2026

UJET Platform Evaluation: A Practitioner's Technical Guide for Healthcare and Financial Services [2026]

A practitioner's technical evaluation of UJET's PII-less architecture, HIPAA compliance, and CRM-first data model for healthcare and financial services CX.

Sarah Mitchell

min read

Feb 11, 2026

UJET Platform Evaluation: A Practitioner's Technical Guide for Healthcare and Financial Services [2026]

A practitioner's technical evaluation of UJET's PII-less architecture, HIPAA compliance, and CRM-first data model for healthcare and financial services CX.

Sarah Mitchell

min read

Feb 11, 2026

UJET Platform Evaluation: A Practitioner's Technical Guide for Healthcare and Financial Services [2026]

A practitioner's technical evaluation of UJET's PII-less architecture, HIPAA compliance, and CRM-first data model for healthcare and financial services CX.

Sarah Mitchell

min read

Feb 9, 2026

Avaya Infinity Platform: An Enterprise Buyer's Guide

Independent analysis of Avaya Infinity architecture, competitive positioning vs Genesys, NICE CXone, Amazon Connect and Five9, pricing, migration reality, and vendor stability for enterprise contact center buyers.

Sarah Mitchell

min read

Feb 9, 2026

Avaya Infinity Platform: An Enterprise Buyer's Guide

Sarah Mitchell

min read

Feb 9, 2026

Avaya Infinity Platform: An Enterprise Buyer's Guide

Sarah Mitchell

min read

Feb 9, 2026

The Complete Twilio Flex Evaluation Guide for Healthcare and Financial Services (2026)

Honest Twilio Flex evaluation for regulated industries. Covers HIPAA/PCI compliance gaps, real TCO, and how Flex compares to Genesys, NICE, Five9, and more.

Sarah Mitchell

min read

Feb 9, 2026

The Complete Twilio Flex Evaluation Guide for Healthcare and Financial Services (2026)

Honest Twilio Flex evaluation for regulated industries. Covers HIPAA/PCI compliance gaps, real TCO, and how Flex compares to Genesys, NICE, Five9, and more.

Sarah Mitchell

min read

Feb 9, 2026

The Complete Twilio Flex Evaluation Guide for Healthcare and Financial Services (2026)

Honest Twilio Flex evaluation for regulated industries. Covers HIPAA/PCI compliance gaps, real TCO, and how Flex compares to Genesys, NICE, Five9, and more.

Signals

Sarah Mitchell

min read

Feb 19, 2026

A signal that containment is plateauing

When AI deflection hits a ceiling, the next gains come from better intent detection and cleaner handoffs.

Sarah Mitchell

min read

Feb 19, 2026

A signal that containment is plateauing

When AI deflection hits a ceiling, the next gains come from better intent detection and cleaner handoffs.

Sarah Mitchell

min read

Feb 19, 2026

A signal that containment is plateauing

When AI deflection hits a ceiling, the next gains come from better intent detection and cleaner handoffs.

Sarah Mitchell

min read

Feb 13, 2026

A new kind of staffing shortage

It is not headcount, it is complexity per interaction.

Sarah Mitchell

min read

Feb 13, 2026

A new kind of staffing shortage

It is not headcount, it is complexity per interaction.

Sarah Mitchell

min read

Feb 13, 2026

A new kind of staffing shortage

It is not headcount, it is complexity per interaction.

Sarah Mitchell

min read

Feb 12, 2026

Compliance risk is hiding in edge cases

The biggest exposure often comes from rare interactions, not everyday volume.

Sarah Mitchell

min read

Feb 12, 2026

Compliance risk is hiding in edge cases

The biggest exposure often comes from rare interactions, not everyday volume.

Sarah Mitchell

min read

Feb 12, 2026

Compliance risk is hiding in edge cases

The biggest exposure often comes from rare interactions, not everyday volume.

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