Experience Investigators by 360Connext

JUNE 8, 2021

It might be easy to dismiss that if you are in a business that serves other businesses instead of individual consumers. Several years ago, Cisco released a report about what healthcare providers and consumers want in healthcare. Healthcare is no different. Look for the trends and then plan around them.

Healthcare 271

Healthcare Customer Journey Mapping Customer Journey 2013 271

InMoment XI

JANUARY 18, 2022

InMoment’s Strategic Insights Team collected data from both consumers and employees of brands across North America from 11 different industries including retail, financial services, entertainment, grocery, healthcare, hospitality, insurance, restaurants, and more. About the 2022 Experience Trends Report.

2022 370

2022 Measurement Entertainment Hospitality 370

BirdEye

MARCH 3, 2025

When engaged and informed, patients are more likely to take control of their well-being, follow treatment plans, and communicate effectively with their healthcare providers. So, how can healthcare businesses make this happen? That’s why effective patient engagement tools are crucial.

Healthcare 52

Healthcare Engagement Social Media Financial 52

InMoment XI

NOVEMBER 16, 2023

The workshop gathered professionals from diverse sectors such as retail, travel, services, grocery, and healthcare. Macro-Environmental Insights The workshop started by contextualising businesses within macro-economic and social environments, considering factors like inflation, evolving consumer behaviours, and societal habits.

Workshop 447

Workshop 2023 Healthcare Travel 447

InMoment XI

OCTOBER 17, 2024

While open-text questions provide rich data, analyzing them can be time-consuming. Finding the best way to present a questionnaire that’s both user-friendly and efficient can also be time-consuming. Healthcare Questionnaire How satisfied were you with the quality of care provided by our doctors and nurses?

Feedback 195

Feedback Insights Customers Banking 195

InMoment XI

OCTOBER 25, 2024

This is because platforms like Facebook and Instagram host a ton of content from influencers and regular consumers alike. Everyone’s a Critic: 49M Consumers Recently Posted Online Restaurant Reviews ( [link] ). Restaurant Consumer Trends Report ( [link] ). Try the ROI calculator below and see the impact for yourself!

Feedback 195

Feedback Management Social Media 2024 195

Experience Investigators by 360Connext

SEPTEMBER 29, 2020

Healthcare. Those of us who aren’t in direct, business-to-consumer markets have been told we need to think differently. How to Apply Customer Experience to Healthcare. Healthcare encompasses a broad topic. Many healthcare providers see their role as the remedy. Healthcare providers are now publicly reviewed.

Healthcare 143

Healthcare B2B B2C Insurance 143

BirdEye

SEPTEMBER 26, 2023

The past few years have seen a tremendous increase in digitalization in the healthcare industry. The use of Artificial Intelligence (AI) in healthcare industries helps businesses streamline patient management, sales processes, appointments, and improve overall patient experience. Table of contents What is AI in healthcare?

Healthcare 111

Healthcare 2023 Hospitality Social Media 111

ChurnZero

FEBRUARY 28, 2025

You might be surprised to know that SaaS companies can learn a lot from their consumer subscription counterparts. There are certainly tactics that work best for specific groups: by industry (software vs hardware, or retail, or services, or healthcare, etc.) Now, the similaritiesandwhat you can learn from your consumer counterparts.

B2B 52

B2B Consumers B2C 2025 52

Customer Bliss

NOVEMBER 29, 2021

More important, in the increasing complexity of healthcare, who doesn’t yearn for more conversation about why tests are ordered, and their impact in the near and short term? As one of the highest expenditures over time in our lifetime, patients should have an informed say in decision making with healthcare providers. Click To Tweet.

Healthcare 139

Healthcare Banking Advertising 2014 139

BirdEye

MAY 4, 2021

Technological advances have enabled quick and seamless experiences for consumers across different industries. It’s an age of quick and seamless experiences all around — with one exception: healthcare. Studies show that 71% of patients are “frustrated” with their healthcare experiences. We call this process Experience Marketing.

Healthcare 105

Healthcare Marketing Social Media Insurance 105

InMoment XI

DECEMBER 17, 2024

Look for Someone Who Understands the Customer Whoever you choose as your customer experience manager should have a strong understanding of the modern consumer and the experiences they are looking to have.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

BirdEye

SEPTEMBER 6, 2023

Birdeye’s latest data report explores the significance of online reviews in consumer decision-making processes and sheds light on how the reputation of a multi-location business impacts its selection in local markets. Table of contents Key Findings: How frequently do consumers shop locally? Does reputation affect consumer choices?

2023 116

2023 Consumers Multi-Channel Healthcare 116

Kustomer

JULY 19, 2021

Healthcare is a sensitive topic for a lot of Americans. We all want to be healthier and have a better quality of life, but unfortunately customer service in healthcare has one of the worst reputations , and people want to veto the experience all-together. Why Customer Service in Healthcare Is Important.

Healthcare 98

Healthcare Customer Service Hospitality Insurance 98

BirdEye

FEBRUARY 6, 2023

Social media and healthcare topics have significantly become intertwined. Across all major social media platforms, wellness, and healthcare topics have overtaken almost all conversations. According to a study by PatientsLikeMe, a growing number of people (11%) turn to social media for reliable healthcare information.

Social Media 19

Social Media Healthcare Marketing Multi-Channel 19

Talkdesk

NOVEMBER 24, 2020

Healthcare consumers today have new and more demanding expectations, forged by Amazon and Uber-like experiences where digital comes first. HCOs must become more consumer oriented. In the wake of COVID-19, providing patient-centered care and a more consumer-like patient experience is critical for HCOs.

Consumers 101

Consumers Healthcare Contact Center Call Center 101

ShepHyken

MARCH 24, 2025

by Tom Ryan (RetailWire) For the second year in a row, BrightLocals Local Consumer Review Survey in a blind test found that a majority of consumers prefer responses to online reviews from businesses created by AI rather than a human. You no longer run out of razor blades, dog food, and other consumable products used on a regular basis.

Article 73

Article 2025 Customer Service Healthcare 73

InMoment XI

FEBRUARY 13, 2020

In many important ways, healthcare organizations and consumer businesses are fundamentally different. And yet, there is no question that today’s patients bring a distinctly consumer mindset to their healthcare experiences. That means patients are better informed about their healthcare choices.

Healthcare 195

Healthcare Customer Experience Consumers Article 195

InMoment XI

OCTOBER 8, 2024

Improving customer experience will also result in increased brand equity , which is a key determining factor in what organizations consumers choose to give their business to. Personalize Interactions The majority of today’s consumers expect personalized interactions. And 88% of customers who trust a brand will become repeat customers.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

InMoment XI

DECEMBER 18, 2024

Key features to look for include: Text and Speech Analytics Understanding customer sentiment is essential, but doing so manually is time-consuming. It leverages AI, automation workflows, and customer data to optimize contact centers. Text and speech analytics use machine learning to provide instant insights into emotions, context, and intent.

Contact Center 195

Contact Center Customer Satisfaction ROI Call Center 195

InMoment XI

JULY 11, 2024

A recent study showed that 86% of consumers preferred to talk to a real agent rather than a chatbot or AI-based system regarding customer service inquiries. This is a costly and time-consuming process. This form of analytics has a wide range of capabilities that can be used from healthcare to e-commerce. References CGS.

Insights 195

Insights E Commerce Contact Center E-support 195

TechSee

DECEMBER 11, 2024

Prediction 4: Data Privacy and Data Accuracy Will Dominate CX Strategies Forecast : With increasing scrutiny on data security, customer privacy was expected to shape service innovation, particularly in sensitive sectors like finance and healthcare. Outcome : Partially accurate.

2024 109

2024 2025 Omnichannel Social Media 109

CX University

JANUARY 10, 2025

In the ever-evolving landscape of healthcare, technological advancements are often celebrated for improving outcomes and efficiencies. The answer may lie in understanding patient experiences through tools like the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS).

Healthcare 40

Healthcare Technology Hospitality 2013 40

Thematic

APRIL 3, 2025

AI has dramatically reduced the need for manual work like coding qualitative data , which has traditionally been one of the most time-consuming tasks in customer research. ”​ Industries like retail, healthcare, finance, and SaaS are leading the charge. This is the power of social media sentiment analysis.

Marketing 62

Marketing 2030 E Commerce Social Media 62

Alida

SEPTEMBER 22, 2016

Start by clearly defining what your company stands for, developing an understanding of how customers engage with your brand and prioritizing lasting emotional connections with consumers. In a world of choice, consumers need help to simplify their decisions. Use consumer insight through the product innovation cycle.

2016 267

2016 Innovation Marketing Insights 267

Customer Bliss

JULY 25, 2017

Geeta Wilson is the VP, Consumer Experience – Enterprise Transformation at Humana, where she’s been since late 2013. Episode Overview. In this episode, we primarily discuss how and when to know an organization is ready for customer-driven change.

Healthcare 0

Healthcare 2013 Metrics Loyalty Programs 0

InMoment XI

JANUARY 12, 2024

The advent of conversational intelligence has become a catalyst for transformation in the way that businesses communicate with consumers. Healthcare: Optimizing Patient Interactions In the healthcare industry, conversational intelligence proves to be invaluable for optimizing patient interactions.

E Commerce 195

E Commerce E-support Healthcare Multi-Channel 195

InMoment XI

NOVEMBER 13, 2024

Regular testing and refinement are time-consuming but crucial for improving model accuracy. Without proper testing and validation, a model is likely to produce inaccurate predictions. For example, if it overfits the training data, it won’t be able to make accurate predictions on new data.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

GetFeedback

JANUARY 21, 2019

In fact, 2018 study by Clutch revealed that 73% of consumers made a purchase based on marketing content they’ve viewed. Enough so that the consumer feels inclined to further research the company and consider making a purchase. One study reported that over 60% of consumers had abandoned a customer feedback survey before completing it.

Marketing 210

Marketing Healthcare Webinar Blog 210

InMoment XI

OCTOBER 30, 2024

Here’s a quick breakdown of customer expectations by category: Health insurance customer experience : Customers expect easy access to healthcare networks. McKinsey & Company ) Virtual assistants are in use by only 16% of insurers, but 38% of consumers find value in AI-based communication. Accessed 10/17/2024. Accessed 10/17/2024.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

BirdEye

APRIL 27, 2021

Healthcare has taken center stage in recent years and medical businesses with a marketing plan recognize the important role patient reviews play in accelerating growth. In fact, nearly 85% of healthcare practitioners say they proactively check online reviews. Reviews build trust with consumers.

Healthcare 98

Healthcare Customer Experience Management Management Consumers 98

InMoment XI

OCTOBER 29, 2024

If you’re easy to find, contact, and buy from, they’ll become long-term consumers. To see how you could maximize your business revenue and ROI with InMoment’s voice of the customer (VoC) tools, fill out the ROI calculator below! Calculate your business’ ROI using InMoment’s VoC tools. Pricing isn’t a huge concern for them.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

Customer Bliss

MAY 30, 2017

Claudiu Coltea is the Executive Vice President and Head of Customer Experience for Citizens Financial Group, covering the consumer and commercial bank. Claudiu serves as a member of Citizens Executive Leadership Group and is also a part of the Harvard Business Review Advisory Council.

Financial 121

Financial Banking Healthcare Leadership 121

InMoment XI

SEPTEMBER 4, 2019

Creating Elite Experiences for Today’s Modern Patients In just a few short years, technology and business innovations have fundamentally changed how people interact with—and what they expect from—the services and organizations they depend on.

Consumers 240

Consumers Innovation Loyalty Article 240

Experience Investigators by 360Connext

JANUARY 8, 2015

According to the Mystery Shopping Providers Association (MSPA): “Mystery shopping is a process in which pre-recruited and qualified consumers measure the extent to which a customer’s interactions with a business mirror the experiences the business intends.” ” Sounds good. Typically, it is.

Customer Experience 284

Customer Experience Feedback Customer Journey Social Media 284

Experience Investigators by 360Connext

MARCH 16, 2015

Industry Accounting/Finance Advertising/Public Relations Aerospace/Aviation Arts/Entertainment/Publishing Automotive Banking/Mortgage Business Development Business Opportunity Clerical/Administrative Construction/Facilities Consumer Goods Customer Service Education/Training Energy/Utilities Engineering Government/Military Green Healthcare Hospitality/Travel (..)

Events 223

Events Customer Experience Webinar Telecommunications 223

TechSee

JUNE 10, 2021

No matter what field you are in—consumer applications, home automation, transportation, healthcare, manufacturing, or even environmental monitoring – your company can utilize the massive amount of data coming from connected devices to proactively monitor for potential issues and fix them remotely before your customer experiences a breakdown.

Innovation 207

Innovation 2025 Transportation Consumers 207