NEMTAC 2025: A Transformative Experience in Dallas

The stage was set at the elegant Hilton Anatole in Dallas, Texas—a fitting venue for an event that brings together some of the most dedicated professionals in the Non-Emergency Medical Transportation (NEMT) industry. Cebu tele-net Philippines (CTNP) Corporation had the privilege of joining this annual gathering for the very first time, upon the recommendation of one of our clients. And what an experience it was.

First-Time Participation, Lasting Impressions
Stepping into the NEMTAC 2025 conference, we immediately felt the energy. Never have we seen a more engaged group of participants in a conference—experts, leaders, and friendly faces who truly make this industry remarkable.

For us at Cebu tele-net Philippines, with over 31 years of outsourcing experience, it was both a chance to learn and to connect. While we already serve clients in this sector, we admit that we are still newcomers when it comes to deeply understanding the intricacies of NEMT operations. This event gave us the opportunity to do just that.

A Cost Challenge the Industry Can’t Ignore
One of the learning sessions highlighted a pressing reality: the average dispatch wage in the U.S. now sits at $18 per hour. Multiply that across a year’s operations, and it becomes a staggering burden for many providers already stretched thin.

The NEMT industry, like many others, suffered heavily during the global pandemic. Companies fought to survive, and while many challenges were overcome, the rising cost of labor has now become the next major hurdle.

Some suggest that AI might be the solution—but is it really?

AI Is Not the Answer—Care Is
Here’s the truth: Non-Emergency Medical Transport is an industry built on care, compassion, and human connection. When people call, they are often in vulnerable situations. Ask yourself: would you want your grandmother or elderly relative to speak to an AI on the phone about their transportation needs?

AI may improve efficiency in certain areas, but it cannot replicate empathy, warmth, and understanding—the very essence of customer care. Without that, customer satisfaction will inevitably fall.

At CTNP, we believe it’s time to ask a simple question: Do we truly serve our customers when we replace people with machines?

Our Alternative: “AI” as Actual Individuals
While the world races to adopt artificial intelligence, we at Cebu tele-net Philippines are returning to our roots. For 31 years, our core mission has remained clear: deliver Japanese Hospitality with Filipino Excellence.

That’s why when we say “AI,” we mean Actual Individuals—trained professionals who know how to handle real conversations with empathy and care. People who can relate to the pain, the difficulty, and the urgency of the caller on the other end of the line.

This human-centered approach doesn’t just improve customer experience—it also saves costs. With CTNP’s outsourcing model, companies can reduce labor costs by up to 60% without sacrificing quality.

The Path Forward for NEMT
At NEMTAC 2025, we walked away inspired. The event reinforced what we already know: this is an industry full of resilience, compassion, and a determination to keep moving forward despite challenges.

For CTNP, our commitment is clear. As outsourcing leaders with operations in the U.S., Japan, and the Philippines, we’re here to support the NEMT industry with cost-effective solutions that never lose sight of what matters most—care for the customer.

Because at the end of the day, technology may evolve, but hospitality and human connection will always be timeless.