Summit Sessions with Bryan Schielke
Summit Sessions with Bryan Schielke is your go-to podcast for insights on leadership, business growth, and relationship-driven success. Hosted by Bryan Schielke, Co-Founder and COO of Summit Group Solutions, each episode explores the strategies, stories, and lessons from top entrepreneurs, business leaders, and industry experts.
Whether you’re scaling a business, building meaningful professional connections, or navigating today’s fast-changing market, Bryan brings actionable advice, real-world experiences, and candid conversations to help you elevate your potential and reach the summit of your career.
Tune in and discover how speed beats perfection, relationships drive results, and curiosity fuels growth.
Summit Sessions with Bryan Schielke
Steve Shefveland – Founder & CEO, VitalCX
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In this episode of Summit Sessions with Bryan Schielke, Bryan sits down with Steve Shefveland, Founder & CEO of VitalCX, the world’s first Healthcare Experience Platform (HXP), to explore what it really takes to scale customer and patient experience in the age of AI.
With over 30 years of global experience building and operating customer experience teams across the U.S., Africa, Mexico, and beyond, Steve shares a grounded, real-world perspective on why AI alone is never enough - and why the human element still defines great service.
You’ll hear practical insights on:
- Why AI breaks down in real customer and patient interactions
- How hybrid AI + human models outperform pure automation
- What global leadership teaches you about culture and service
- A counterintuitive growth decision that unlocked 24/7 operations
- The early mistake that cost Steve a client - and reshaped how he invests in his business
- How vision and passion drive sustainable company culture
This conversation is a must-listen for leaders navigating AI, healthcare operations, CX, and global scaling - and for any founder serious about building systems that serve both customers and people.
00:00 – Combining AI + Humans in Customer Experience
Bryan: So Steve, when you first imagine combining AI with live agents, what did success look like in your mind and how has reality surprised you?
Steve shares how AI has transformed operations — but why people and relationships remain the foundation of great customer experience.
02:58 – Leading Across Cultures Globally
Bryan: Operations across Africa, Mexico, and the US must have brought unique challenges. What cultural lessons shaped how you lead globally?
Steve explains how understanding culture, avoiding fear-based leadership, and aligning teams with U.S. customer expectations drive success.
05:51 – When Human Judgment Beats AI
Bryan: You talk about the human touch in hybrid service models. Can you share a moment where human judgment outperformed AI and changed the outcome?
Steve breaks down why empathy, healthcare complexity, and real-world communication still require human involvement.
08:55 – A Counterintuitive Growth Decision
Bryan: Scaling globally can be risky. What's one decision you made that initially felt counterintuitive but ended up being pivotal for growth?
Steve shares how expanding into the UK and leveraging Mexico operations unlocked 24/7 utilization and broke outsourcing stigma.
10:54 – Keeping Teams Motivated in a Tech-Driven World
Bryan: Now that so much technology is evolving, how do you keep your team motivated and aligned while ensuring clients feel personally cared for?
Steve explains how vision, passion, and culture — not “butts in seats” — drive sustainable performance and customer experience.
15:27 – The Early Mistake That Changed Everything
Bryan: Looking back at your career journey, which early challenge or failed projects ended up being the most valuable learning experience for how you run EGS today?
Steve shares a candid story about being overly cost-conscious, losing a client, and why investing in the right tools is critical for long-term success.
