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. There is no silver bullet solution for improving Customer Experience. Consistency plus time is key for improvement.

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CRM Sales Customer Experience Management 195

Zappix

APRIL 22, 2024

In the rapidly evolving landscape of healthcare, patient satisfaction and access to care are paramount. With the advent of digital technology, healthcare providers are increasingly turning to innovative solutions to enhance customer service and improve patient experiences.

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Healthcare Customer Service Self service Personalization 52

24-7 InTouch

FEBRUARY 21, 2024

The integration of technology in health tech is changing the way medical professionals deliver care and reshaping the overall patient experience. Technology-driven solutions that improve interactions for both patients and healthcare workers remain top-of-mind in 2024.

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Healthcare Consulting Consulting Technology 52

Beyond Philosophy

DECEMBER 14, 2017

Do you believe it is the Customer Experience you provide that makes customers loyal? I have been a global Customer Experience consultant for fifteen years, since before Customer Experience was even a thing. As a result, I thought I knew everything there was to know about Customer Experiences.

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Consulting Consulting Customer Experience 379

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.

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Healthcare Consulting Consulting Customer Experience 360

Revation Systems

AUGUST 10, 2023

In today’s “digital age,” there is a paradigm shift in patient expectations. Did you know a 2022 study revealed that 55% of patients are willing to switch providers based on their communications expectations? Or that before the pandemic, 96% of patient complaints were customer service related?

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Healthcare Chatbots Personalization Customer Service 62

24-7 InTouch

DECEMBER 5, 2023

In today’s rapidly evolving healthcare landscape, technology integration has become essential in improving patient experiences and outcomes. Keep reading to learn how RPA is revolutionizing the health technology industry and significantly impacting the patient experience. What is Robotic Process Automation?

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Healthcare Technology Wait times Analytics 59

Beyond Philosophy

FEBRUARY 25, 2019

We are, however, going to figure out how they make decisions so we can design a Customer Experience that works with them during the process. I talk a lot about how people are irrational and have presented evidence for it. Most people can get on board with the idea that we are not robots that are purely rational. Enter the Heuristics.

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Consulting Consulting Benchmark Customer Experience 269

Inbenta

NOVEMBER 3, 2022

In the age of digital customer experience, customers expect fast and convenient interactions. In this blog post, we’ll explore the key benefits and use cases of healthcare chatbots and why healthcare companies should invest in chatbots right away. Million in 2021 and is projected to reach USD 943.64 Read full case study].

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Healthcare Chatbots Morale Transportation 96

Zappix

FEBRUARY 28, 2024

As patients increasingly seek the same level of convenience and efficiency they experience in other sectors, the demand for digital self-service options in healthcare is skyrocketing. .” According to the Kyruus report, 65% of patients favor communication through texts, emails, or mobile app notifications.

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Self service Healthcare Benchmark Wait times 52

Beyond Philosophy

JANUARY 11, 2024

Today, let’s look at seven ways you can change habits to improve your return on investment. I buy everything on Amazon. Suppose I want something; that is where I go first. Not only that, it’s usually the only place I go. It’s habitual, and breaking it would be difficult for anyone. But not impossible. Customers have habits.

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Education Feedback Call Center Marketing 222

Beyond Philosophy

MARCH 16, 2015

Customer Experience continued to be a dominant business issue throughout the world in 2014. They are all working to improve their Customer Experience. I can say with confidence the Customer Experience concept is now a worldwide phenomenon. Of course I know what the Customer Experience is about!”.

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CRM Employee engagement Customer retention Customer Experience 306

CSM Magazine

MAY 15, 2023

Customer experience (CX) in healthcare is how patients perceive their interactions with healthcare providers. A positive approach to improve customer experience assures the company’s growth in terms of revenue and building brand loyalty. This blog discusses six ways to improve customer experience in healthcare.

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Healthcare Customer Experience Chatbots Consulting 52

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

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Wait times Feedback CRM Surveys 89

aircall

OCTOBER 12, 2022

In an announcement from UK Secretary of State for Health and Social Care Thérèse Coffey, she shared a new plan to help healthcare providers see more patients more quickly by investing in cloud-based phone systems. . Quickly and easily manage and route patient enquiries to reduce waiting times. Why Cloud-Based Phone Systems Can Help.

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Healthcare Wait times Analytics Metrics 71

Global Response

NOVEMBER 21, 2023

Healthcare BPO providers deliver high-quality, high-touch customer service—and more—to support internal teams and improve empathy, accuracy, security and satisfaction of your call center, while providing necessary support to your internal teams. The solution? How exactly does BPO enhance your healthcare support?

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Healthcare outsourcing Call Center Personalization 62

Beyond Philosophy

JANUARY 12, 2023

However, with three pioneers of Customer Experience involved, we have an authoritative view on the topic and predictions about what’s happening next. I recently hosted some special guests on the podcast to discuss what 2023 will look like in the Customer Experience space. The CEO is the chief experience officer.

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Engineering Quality management CRM Customer Experience 195

Call Experts

JUNE 9, 2023

Health Works Collective explains that automated medical answering services are the way of the future, streamlining patient access to healthcare. Effective communication and efficient patient management are crucial for delivering high-quality care. IVRs allow patients to access information and services through automated phone systems.

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Answering services Interactive Voice Response Healthcare Wait times 52

Global Response

OCTOBER 17, 2023

Decreased budgets, increased demands, growing burnout among healthcare workers across all positions, increasing need for security and data privacy, and growing patient expectations all contribute to the desire and need for outsourced support. But outsourcing in healthcare isn’t always simple. What Makes Healthcare Outsourcing Unique?

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Healthcare outsourcing Customer Service Real estate 62

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity.

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Customer Experience Customer centricity Journey mapping Consulting 387

Nuance

MARCH 31, 2021

Recently, I participated in a virtual webinar, “How AI technologies improve the patient experience,” hosted by MGMA, along with Dr. Jesse Affonso, Orthopedic Surgeon at Cape Cod Orthopedics. The post How AI technologies improve the patient experience appeared first on What’s next.

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Technology Healthcare 75

360Connext

SEPTEMBER 6, 2017

I’m often asked how or where a company should start improving CX. Your people need to understand what it means for YOUR company to deliver a great customer experience for YOUR customers. Because if they’ve only heard about improving CX in generic terms, how do they even know what to do about it? Is it easy? Communicate.

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Customer centricity Metrics Consulting Consulting 278

AWS Machine Learning

NOVEMBER 16, 2023

This is a joint blog with AWS and Philips. Philips is a health technology company focused on improving people’s lives through meaningful innovation. Also in patient monitoring, image guided therapy, ultrasound and personal health teams have been creating ML algorithms and applications.

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Healthcare Government Engineering APIs 86

SmartAction

OCTOBER 26, 2023

This global crisis thrust the healthcare industry into uncharted territory, exposing vulnerabilities in patient access and communication systems. Traditional IVR systems, long seen as transactional tools, assumed a more pivotal role in patient interactions.

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Healthcare Interactive Voice Response Virtual Agent Self service 66

TeleDirect

APRIL 6, 2023

Discover the importance of great customer service and how it can improve healthcare outcomes. Importance of Great Customer Service in Healthcare and How to Provide It If you are a healthcare worker, you are already aware of the impact communication has on your patients and their loved ones. The same goes for your administrative team.

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CCNG

MARCH 8, 2023

As a contact center leader, you’re always looking for ways to improve performance and keep your agents happy. In this blog post, we're discussing how to recognize warning signs and prevent contact center agent apathy before it affects performance metrics (and profits!).

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Morale Contact Center CCNG Agent burnout 195

Nuance

MARCH 2, 2022

The post How Vanderbilt is improving the physician and patient experience with virtual assistant technology appeared first on What’s next. The post How Vanderbilt is improving the physician and patient experience with virtual assistant technology appeared first on What’s next. “I use the Hey Epic!

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Technology Healthcare 82

AWS Machine Learning

AUGUST 21, 2023

Models developed on text in the medical domain have become accurate statistically, yet clinicians are ethically required to evaluate areas of weakness related to these predictions in order to provide the best care for individual patients. On a daily basis, patients are admitted to hospitals and admission notes are taken.

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Healthcare APIs Scripts Finance 76

Taylor Reach Group

FEBRUARY 6, 2020

Measuring Customer Experience is important, right? We can’t improve what we don’t measure. And is gathering, analyzing and reporting on that data truly improving the customer experience? But I never see improvement in our wait time, which is the concern I score as “very poor” nearly every time. By Peg Ayers.

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Surveys Healthcare Feedback Wait times 118

OctopusTech

MARCH 22, 2024

With their ability to automate responses and deliver personalized experiences, Chatbots have become essential to modern marketing strategies. This enhances customer satisfaction and frees up resources to focus on higher-level tasks, ultimately leading to improved efficiency and productivity. They can also provide tailored suggestions.

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Chatbots Marketing Abandon rate Healthcare 62

24-7 InTouch

MARCH 22, 2023

Health leaders are realizing that providing a positive digital patient experience (PX) is essential to being successful in the healthcare industry. Health organizations can work to foster better relationships between patient and provider. Health organizations can work to foster better relationships between patient and provider.

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Healthcare Education Self service Technology 52

Beyond Philosophy

MARCH 31, 2020

Whilst, you can’t expect in times like these, an outstanding customer experience, I had a super easy and cost-free experience canceling a number of trips with some organizations and a very difficult experience with others. But there are other, not-travel related customer experience shambles too! Safety Cleanliness first.

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Airlines Healthcare Government Self service 500

24-7 InTouch

FEBRUARY 9, 2023

“In a highly competitive industry that relies on patient retention for ongoing revenue streams, health technologies need to expand their lenses past the point of purchase and ensure the end-to-end PX is optimized.” Patients want a streamlined patient experience (PX) that’s personalized to their individual needs.

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Technology Healthcare Chatbots Consulting 52

Beyond Philosophy

OCTOBER 19, 2016

Or that ancient doctors used to drill holes in their patients’ heads to cure migraines? More organizations call our Customer Experience consultancy every day with the same complaint: they aren’t seeing the same gains in Net Promoter Score (NPS) that they did when they started their Customer Experience Improvement program.

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Consulting Consulting Customer Experience Call Center 419

Beyond Philosophy

MARCH 2, 2016

For years, I have talked about the emotional context of your experience both from the emotional state your customers bring to it and the cues your experience provides to them. New research reveals other important factors affect people’s emotional perception of your experience as well: where they live. The average U.S.

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Nicereply

FEBRUARY 8, 2023

The burden is placed on the customer service representative to turn a generally unpleasant experience into a decidedly pleasant one, especially if they want to keep the customer happy. Tools such as an auto attendant make this possible, think “Press 1 for new patients, Press 2 for existing patients” etc.

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Wait times Customer Service Personalization Management 105

Beyond Philosophy

MARCH 26, 2020

Nobel-Prize winning Economist Professor Daniel Kahneman talks about this with the Peak-End Rule , which says that what people remember about experiences is the strongest emotion they felt (the Peak) and how they felt at the end. Communicate, communicate, communicate. In times of trouble, it is best to start a dialog with your customers.

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Airlines Consulting Consulting Call Center 350