Probe CX

Join us in congratulating our PX Engagement Lead - PH, Jhozeff Alois "Phong" Dela Cruz, for winning the HR Super Achiever Award at The Philippines' Leadership Awards 2026. 🥂🎉❤️

From being named our Visionary and Exemplary Leader last year to being recognised as an HR Super Achiever today, Phong continuously sets new benchmarks for workplace transformation and exceptional people experience. His secret? The power of listening and building a community.

Thank you for your brilliant leadership and dedication to the Probe CX team, Phong. This honor is incredibly well-deserved! 🎉👏

Know more about Phong’s exceptional journey with us here: https://ap1.hubs.ly/H012k4L0

To survive economic volatility and rapid tech shifts, global organisations have three clear mandates: Simplify, innovate and connect.

But how do you execute that without losing the human touch?

In the latest edition of The Interface, our Chief Technology & Digital Officer, Rohan Khanna, breaks down how exceptional customer experience is achieved by combining human intelligence and AI to transform contact centres into live strategic assets.

Key takeaways from the piece:

🔹 Radical simplification: Moving toward high-velocity decision-making and re-architecting traditional workflows to leverage modern AI.

🔹 AI-driven capabilities: Using real-time anomaly detection and 100% transcript analysis to turn customer friction points into instant, automated resolutions.

🔹 Knowing when NOT to automate: Recognising customer vulnerability and seamlessly passing the conversation to a human to ensure genuine empathy.

Success in the coming years belongs to organisations that can unlearn legacy processes and adapt quickly.

👇 Read the full article below to see how we balance digital proficiency with human-centric CX.

Our incredible Probe volunteers participated in our third consecutive Brigada Eskwela, supporting the local San Juan Elementary School.

A massive thank you to our passionate people who rolled up their sleeves to clean up the local beach, paint and refresh areas of the school, read to the children and hand out school kits. Let’s keep creating positive change together.