Beyond Philosophy

JANUARY 2, 2019

I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening. However, if that happens, I worry Customer Experience as a movement will die.

Net Promoter Score 156

Net Promoter Score Customer Experience CX Hospitality 156

Beyond Philosophy

MARCH 28, 2024

Listen to the podcast: “Colin, could you tell me the one thing that we need to do to improve our Customer Experience ?” There is no silver bullet solution for improving Customer Experience. It’s understandable why clients want this silver-bullet solution to their experience problems. If only there were one.

CRM 78

CRM Sales Customer Relationship Management Customer Experience 78

PeopleMetrics

APRIL 30, 2021

What does world-class customer experience look like? The key lies in how those experiences are designed and managed internally through things like survey design, program configuration, employee engagement and more. Discover our award-winning Customer Experience (CX) blog: [link]. Take a look behind the curtain. sessions: [link].

CX 133

CX Customer Experience CEM Customer Feedback 133

Lightico

MARCH 30, 2022

But interactions remain slow, with excessive back-and-forth between providers and patients. doctors, nurses, patients, insurance companies). But healthcare workers and the patients they serve are drowning in paperwork. Imagine a cancer patient who shows up at a clinic to receive chemotherapy. They Contribute to Silos.

Healthcare 52

Healthcare Hospitality Hospitality Compliance 52

Hodusoft

SEPTEMBER 30, 2021

As the attitude towards telehealth improves among patients and care providers from compulsion to convenience, the virtual healthcare adoption models will soar. Patients now focus on the whole, rather than fragmented experience. Healthcare organizations can offer customized healthcare plans, mapping the patient concerns. .

Contact Center 52

Contact Center Healthcare Hospitality Hospitality 52

Ameyo Callversations

MARCH 23, 2022

All thanks to healthcare chatbots, even during the pandemic, patients can reach practitioners at the time of need. Using Conversational AI for the healthcare industry makes it easy for patients to access healthcare during emergencies, no matter where they are located. Keep Patients Updated. Wins Patient Trust.

Healthcare 52

Healthcare Hospitality Hospitality AI 52

Zendesk

SEPTEMBER 23, 2022

The pressure is on healthcare companies to deliver a better end-to-end customer experience—otherwise, it is truly an insult to injury. But technical, operational, and foundational solutions are close at hand, according to fresh data from the 2022 Zendesk CX Accelerator report. Success is within reach.

Healthcare 52

Healthcare CX Hospitality Hospitality 52

PeopleMetrics

DECEMBER 1, 2021

In case you did not hear, I launched my second book called Pharma Customer Experience ( CLICK TO VIEW ON AMAZON ) on Tuesday (11/30). I wrote this book because pharma and biotech companies have an amazing opportunity to improve the customer experience (patients, HCPs, caregivers) and emotionally connect with these customers.

VOC 118

VOC B2C B2B CX 118

Lightico

FEBRUARY 2, 2022

Once they enroll with a healthcare provider , patients look to their health system, medicare provider or dental service organization (DSO) to make quality care accessible and transparent, and to deliver it with efficiency and empathy. Assuming Power of Attorney (POA) rights for another patient.

Healthcare 52

Healthcare Compliance Transportation Touchpoint 52

Hodusoft

APRIL 22, 2021

While following social distancing norms, healthcare providers are trying hard to keep a balance between offering critical services and care to the patients and at the same time protecting themselves as well as front-line workers from getting contaminated. Features of Contact Center Solution for Healthcare Sector.

Contact Center 52

Contact Center Healthcare Hospitality Hospitality 52

Fonolo

JULY 29, 2021

Contact center agents develop soft skills through their own life experiences, and use them to provide a positive, customer experience. Let’s go through some essential soft skills for a contact center agent, and how they help assure a strong customer experience. How to Foster Agent Engagement in a Hybrid Contact Center.

Contact Center 174

Contact Center Customer Satisfaction Start-ups Technology 174

PeopleMetrics

APRIL 15, 2021

In this session, we review 9 key differences between transactional and relationship surveys, share example survey questions, and explain how to use both types of surveys to measure, manage and improve customer experience. Discover our award-winning Customer Experience (CX) blog: [link]. Watch on YouTube. ? ? ?. PeopleMetrics LIVE!

Net Promoter Score 118

Net Promoter Score Customer Survey VOC Customer Feedback 118

PeopleMetrics

OCTOBER 19, 2021

session, our customer experience experts dive into these two methods, SMS & video feedback , to show you how modern companies are using them to get not only more feedback but richer feedback that drives results in your customer feedback program. Discover our award-winning Customer Experience (C X) blog: [link]. PeopleMetrics LIVE!

CEM 118

CEM VOC Customer Feedback Voice of the Customer 118

Zendesk

AUGUST 20, 2021

It’s hard to argue that we’ve reached a digital tipping point, and patients stand to benefit from the shift, whether through easier appointment scheduling or more availability of remote providers. Read on to see how health tech startups are transforming the patient experience. Helping patients manage benefits and find providers.

Healthcare 80

Healthcare Pharmaceutical Government Omnichannel 80

Beyond Philosophy

DECEMBER 6, 2017

When a patient doesn’t take their medicine properly, doctors call it “noncompliance.” To this point, nothing anyone has tried in the healthcare industry to correct patient behavior has worked—at least not in a significant or widespread way. The researchers were using “nudges” to help patients adhere to their medication requirements.

Hospitality 144

Hospitality Hospitality Healthcare Compliance 144

PeopleMetrics

JANUARY 19, 2018

This market shift, combined with increasing government regulation, decreasing amounts of face-time with physicians, and a barrage of multi-million dollar lawsuits, has led forward-looking healthcare and pharmaceutical companies to begin shifting their focus away from products and more towards their ultimate customer – the patient. The Future.

Pharmaceutical 93

Pharmaceutical Healthcare Customer Experience Entertainment 93

PeopleMetrics

FEBRUARY 25, 2021

PeopleMetrics Experience Management Platform Roadmap Preview. is a weekly live webinar session where experts from our team answer YOUR questions about customer, employee and patient experience measurement and management – and sometimes we show you how you can achieve your goals using tools within our experience management platform.

CXM 108

CXM CEM Customer Experience Management Customer Feedback 108

Comm100

APRIL 17, 2023

All healthcare organizations in the US need to comply with HIPAA, a law that protects patients’ personal data and safeguards their privacy. To communicate digitally with their patients, organizations must only use HIPAA compliant messaging software. Our mission is to exceed the typical pharmacy experience. million per year.

Healthcare 52

Healthcare Compliance Legal Social Media 52

InteractionMetrics

OCTOBER 31, 2023

And what is the quality of Providence’s satisfaction data if its employees are “survey begging” or encouraging patients to increase their satisfaction scores ? So this is emphatically not a knock on Providence, just a big question mark about its patient surveys and data collection methods.

Healthcare 52

Healthcare Gaming Construction Retail 52

Intercom, Inc.

APRIL 8, 2021

Joel Friedlaender is the founder of Cliniko , a practice management software for clinics and allied health practitioners to manage their scheduling and booking, patient records, invoicing, and more. But if Joel has taught us anything, it’s that tech can actually help you to take better care of your patients. Joel: Absolutely.

Healthcare 211

Healthcare Start-ups Compliance Invoicing 211

PeopleMetrics

FEBRUARY 21, 2023

Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers. We’ll cover: What is customer experience research? Why is customer experience research important?

Customer Experience 117

Customer Experience Customer Journey Map Net Promoter Score Start-ups 117

Qmatic

APRIL 16, 2021

As a patient flow management specialist, my job is to help our clients improve their patient and staff experience by using patient flow management techniques. In this article, I'll describe what a COVID-19 vaccination scheduling solution is and how it fulfills patient and healthcare providers current needs.

Healthcare 45

Healthcare 45

PeopleMetrics

JANUARY 24, 2022

As always and forever, we are obsessed with helping our clients measure, understand and create better experiences for their customers (clients, members, patients, guests) and their employees. These trends have created what I believe is the next frontier in CX – high-impact customer experience.

CX 90

CX B2B Artificial Intelligence Text Analytics 90

SurveySensum

FEBRUARY 16, 2023

Just as you drive when the traffic signal is green, similarly, customers are likely to click on the green color score, regardless of their actual experience. By coloring the NPS scale, there is a significant chance of obtaining biased answers, which limits the ability to understand what customers genuinely feel, expect, and experience.

NPS 97

NPS Net Promoter Score Close the Loop Customer Feedback 97

PeopleMetrics

JUNE 28, 2021

A Voice of the Customer (VoC) program driven by thoughtful and thorough strategic planning will not only help you achieve your customer experience objectives -- it has the power to positively transform your business time and time again. Discover our award-winning Customer Experience (CX) blog: [link]. sessions: [link].

CX 77

CX Customer Experience CEM VOC 77

Lightico

JUNE 21, 2021

It’s no longer enough for healthcare professionals to adopt one-off digital tools if patients are otherwise subjected to legacy channels and siloed systems that don’t communicate smoothly. doctors, nurses, patients, insurance companies). But healthcare workers and the patients they serve are drowning in paperwork.

Healthcare 52

Healthcare Hospitality Hospitality Compliance 52

Zendesk

FEBRUARY 16, 2021

Stuck at home, consumers increasingly turned to online solutions—think: digital banking, on-demand food and grocery delivery apps, online shopping, telehealth, and more. Flexible and personalized digital customer experiences became more important than ever before. Businesses had to up their game. Jump to: Financial Services.

E-commerce 76

E-commerce Entertainment Healthcare Manufacturing 76

Taylor Reach Group

OCTOBER 8, 2021

Today I share two bright spots of a personal experience. My experience with too many large firms led me to think this was going to be a long hard process. Now all of you are thinking, “my what a patient man,” my wife disagrees. I spoke with ‘J’, who carefully and patiently went though a few of questions and answers.

Customer Service 142

Customer Service Sports Start-ups Retail 142

PeopleMetrics

MAY 13, 2021

is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. Discover our award-winning Customer Experience (CX) blog: [link]. Explore our CX solutions, designed to deliver a consistent experience every time.

Net Promoter Score 83

Net Promoter Score CEM NPS Customer Loyalty 83

Lightico

JULY 11, 2021

A patient’s paperwork that isn’t being stored digitally could cause much anxiety, as the patient’s paperwork could get mixed up or even lost. This can create friction between the patients and doctors, and even cause patients to change their doctor altogether. Make sure it’s instant. Enable mobile access.

Healthcare 52

Healthcare Gaming CRM Technology 52

CSAT.AI

JULY 12, 2023

Research shows customers want a better and better experience in exchange for their loyalty. Studies also show that companies are aware of this and want to provide upgraded experiences. The good news is it’s possible to engage AI to enhance customer experience and service without blowing the budget. Many businesses get this.

AI 87

AI CX Gambling Sentiment Analysis 87

Comm100

APRIL 2, 2024

It’s typically gauged through surveys that ask customers to rate their satisfaction on a scale, often from “Very Unsatisfied” to “Very Satisfied” This simple metric offers profound insights into customer perceptions and experiences, acting as a direct line to customer feedback.

Customer Satisfaction 89

Customer Satisfaction CRM Actionable Insights Social Media 89

Intercom, Inc.

JUNE 22, 2020

They are full-screen experiences that match the look and feel of the app, unlike chats and posts, which don’t take up the full screen. Product tours: Product Tours are a desktop-only solution that walk a user through the product UI, highlighting the features they’ll need to be successful. Promote stand-out features.

Start-ups 235

Start-ups Gaming Education Customer Retention 235

PeopleMetrics

NOVEMBER 9, 2021

Customer experience feedback and market research are not the same thing, BUT that doesn’t mean there aren’t parallels. In this session, we review how market research and customer experience feedback are converging and how you can use this convergence to get the most out of the feedback programs you run. Watch on YouTube. ? ? ?.

Customer Experience 71

Customer Experience CEM VOC Customer Feedback 71

Hodusoft

MAY 20, 2020

One cannot deny the fact that the patients seek the utmost support from the hospitals and laboratories at the time of emergency. Gone are the days when the patients used to wait in hospitals for their turn. Now, patients seek effective methods for immediate care. Challenges of Healthcare Industry. Major of the problems include-.

Contact Center 52

Contact Center Healthcare Hospitality Hospitality 52

PeopleMetrics

MAY 27, 2021

In this session, we'll review the 5 questions you need to ask in your customer survey to get high response rates and actionable results that you can use right away to start improving customer experience at your organization. Discover our award-winning Customer Experience (CX) blog: [link]. Watch on YouTube. ? ? ?. PeopleMetrics LIVE!

Customer Survey 71

Customer Survey Customer Feedback Voice of the Customer CX 71

PeopleMetrics

JUNE 10, 2021

In this session, we walk you through how the customer feedback management process works when you're using a customer experience management tool like PeopleMetrics as the central hub of your Voice of the Customer (VoC) program. Discover our award-winning Customer Experience (CX) blog: [link]. Watch on YouTube. ? ? ?. PeopleMetrics LIVE!

Customer Feedback 71

Customer Feedback CEM VOC Voice of the Customer 71