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Category Archives: Thought Leadership

The Strategic Imperative of Patient Communication: Unlocking Growth Through Conversation Intelligence 

By Lee Barth, Vice President of Enterprise Sales, Marchex  Healthcare is entering a new phase of patient engagement. For decades, phone access has been managed through traditional call centers and interactive voice response (IVR) systems designed to route patients through a series of prompts and menus. Today, however, artificial intelligence is beginning to reshape how healthcare organizationsContinue reading “The Strategic Imperative of Patient Communication: Unlocking Growth Through Conversation Intelligence “

U.S. Auto Market Faces Challenges in 2026: How Dealers Can Capture Every Customer Conversation to Stay Competitive

U.S. auto sales grew modestly in 2025, with roughly 16 million vehicles sold despite persistent disruptions from tariffs, supply issues, and the rollback of EV incentives. Analysts suggest that 2026 may mark the first year of contraction in new-car sales in four years, as affordability pressures and waning demand weigh on buyers.    At the same time, dealer confidence is rebounding.Continue reading “U.S. Auto Market Faces Challenges in 2026: How Dealers Can Capture Every Customer Conversation to Stay Competitive”

From Call Counts to Conversation Intelligence: The Metrics That Will Matter in 2026 

For years, businesses have measured phone performance using a familiar set of metrics: call volume, call duration, failed call rate, keyword hits. These numbers were easy to track, easy to explain, and—at one point—good enough.  But in 2026, “good enough” is no longer good enough.  As AI reshapes how customers discover brands, engage with businesses, performContinue reading “From Call Counts to Conversation Intelligence: The Metrics That Will Matter in 2026 “

Create a Smoother Call Experience by Reducing Ring Transfer Abandon

Customer calls often fail at automotive dealerships when a representative does not transfer the caller to the next staff member effectively. This can occur when representatives do not use warm transfers, don’t pass potential customers on to the correct staff member, or don’t configure their phone systems to route calls back to the receptionist afterContinue reading “Create a Smoother Call Experience by Reducing Ring Transfer Abandon”