ShepHyken

SEPTEMBER 23, 2016

This week on our Friends on Friday guest blog post my colleague, Brie Tascione, writes about the importance of improving the customer experience in the healthcare industry to improve loyalty and reduce frustration. Any service industry today must keep up with the technological advances when communicating with their customers. Shep Hyken.

Healthcare 128

Healthcare Loyalty Blog Insurance 128

TechSee

DECEMBER 11, 2024

Let’s revisit the five biggest predictions for service innovation in 2024, evaluate their outcomes, and uncover lessons for shaping the future. Data privacy remained top-of-mind, and at times resulted in slow or cancelled CX innovation programs in data-privacy sensitive sectors. Outcome : Mixed accuracy.

2024 109

2024 2025 Omnichannel Social Media 109

Customer Bliss

JULY 5, 2016

She describes the transformation she is leading for one of the largest national healthcare providers. Natalie is the Vice President of Consumer Experience for Anthem Inc. She leads consumer strategy, culture and the governance of the consumer experience portfolio of initiatives. More About Natalie. The problem?

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

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

ReviewTrackers

APRIL 19, 2017

The Forum for Healthcare Strategists is presenting the 2017 Healthcare Marketing & Physician Strategies Summit , to be held May 8 to 10, 2017 at the JW Marriott in Austin, Texas. The Importance of Innovation in Healthcare. Companies must continue to innovate, even after they have grown and matured, Joel suggests.

Healthcare 101

Healthcare Innovation Marketing 2017 101

InMoment XI

NOVEMBER 13, 2024

Regular testing and refinement are time-consuming but crucial for improving model accuracy. This contributes to consistent business growth and innovation. Without proper testing and validation, a model is likely to produce inaccurate predictions. Irrelevant features can add noise to the dataset and confuse the model.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

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

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

Alida

OCTOBER 18, 2016

By 2020, Generation Z will account for 40 percent of all consumers in the U.S. The report, The Everything Guide to Generation Z , provides statistics and insight for marketers, customer experience and innovation pros in all major industries. Also known as Gen Z, iGeneration (iGen) or Net Gen, this cohort is massive and influential.

Travel 279

Travel 2010 Fashion Hotels 279

CX University

JANUARY 10, 2025

In the ever-evolving landscape of healthcare, technological advancements are often celebrated for improving outcomes and efficiencies. However, have these innovations truly fulfilled their promise? Launched in 2006, it was the first national tool to standardize and publicly report healthcare quality from a patient’s viewpoint.

Healthcare 40

Healthcare Technology Hospitality 2013 40

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

JANUARY 12, 2024

The advent of conversational intelligence has become a catalyst for transformation in the way that businesses communicate with consumers. More than just a technological innovation, conversational intelligence represents a paradigm shift how organizations understand, interpret, and harness the power of human conversations.

E Commerce 195

E Commerce E-support Healthcare Multi-Channel 195

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

Oracle

DECEMBER 26, 2018

As 2018 draws to a close, we’re looking back at the year’s biggest AI innovations. Companies have applied artificial intelligence and machine learning to everything from customer success programs to healthcare. Here’s a closer look at key AI innovations that made a splash in 2018. billion by 2025.

2018 105

2018 Innovation 2025 Healthcare 105

CSM Magazine

FEBRUARY 6, 2025

Weve rounded up some of the best MBAs that emphasize customer service excellence, leadership, and innovation to help you make an informed decision when choosing which MBA to study. Stanford Graduate School of Business (GSB) Stanfords design-thinking approach makes it a standout program for innovating customer service solutions.

Customer Centricity 52

Customer Centricity Leadership Hospitality Healthcare 52

CSM Magazine

NOVEMBER 18, 2024

This investment follows PSG Equity’s original 2021 investment and will be used to help expand CommBox’s global footprint and enhance its innovative AI-powered solution. ” Recent data reveals that 80% of consumers want to see AI in customer service, but only 15% of brands have fully deployed such technologies.

Customer Experience 52

Customer Experience Healthcare Omnichannel 2013 52

TechSee

FEBRUARY 19, 2019

One of the keys to innovation in this area is self-service technologies that enable customers to quickly and conveniently resolve problems on their own, especially from their mobile devices. Innovative AI-Driven Self-Service Exhibitors Not to be Missed. Engaging your customers on a personal level is the key to long-term loyalty.

2019 95

2019 Innovation Telecommunications Events 95

Thematic

APRIL 3, 2025

That’s not a small bump—it’s a massive leap driven by AI innovation, rising data volumes, and the push for real-time decision-making. 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.

Marketing 62

Marketing 2030 E Commerce Social Media 62

TechSee

FEBRUARY 21, 2022

Service organizations –including BPOs — across the spectrum – from HVAC and automotive parts to consumer appliances and office equipment – are using AI to optimize the customer experience (CX), lower costs , and streamline their back-office operations. say that they’re leveraging AI to enhance customer service. Make Sense of Data.

Innovation 109

Innovation Insurance Telecommunications Automotive 109

Talkdesk

JANUARY 6, 2021

Healthcare cloud contact centers should inspire patient loyalty, drive retention and lead HCOs to provide better patient experience. The pandemic disrupted healthcare services everywhere. Health systems around the world are recognizing the importance of innovations spurred by the pandemic. Stephen Klasko, MD.

Healthcare 71

Healthcare Consumers Contact Center Hospitality 71

Strativity

APRIL 11, 2018

As the healthcare industry increases digital touchpoints and capabilities, healthcare consumers are becoming more engaged and are demanding an improved patient experience. Many healthcare providers, such as the Cleveland Clinic , are implementing different strategies to improve the patient experience.

Healthcare 67

Healthcare Multi-Channel Touchpoint 2015 67

Customer Bliss

MARCH 1, 2019

He walks us through a new approach to customer journey mapping and diagnosing new consumer behaviors. Market disruptions happen during the process of buying products and services, changing consumer behavior. It’s not Birchbox that’s disrupting Sephora, it’s the consumer that is disrupting Sephora.

E Commerce 147

E Commerce Consumers Healthcare Customer Journey Mapping 147

Second to None

FEBRUARY 16, 2018

Recently, the powerhouse brand announced a new effort to improve the way they provide their employees with healthcare, sending shockwaves throughout the healthcare industry. And that’s before the behemoth triumvirate (with no healthcare experience) even explained how they will do it. Experiment together.

Healthcare 54

Healthcare Leadership Innovation Voice of Customer 54

Aveus

NOVEMBER 25, 2019

A couple weeks ago at the Medecision Healthcare Liberation Conference, I attended the Chief Experience Officer roundtable where we had an excellent discussion around how payors are thinking about their digital experience. Consumers receive fragmented communications across their care journey. So, what can we do? We all agreed….

Healthcare 85

Healthcare Multi-Channel Consumers Innovation 85

Customer Bliss

OCTOBER 28, 2020

To that end, I want to share with you my recent interview with Camille Harrison , the SVP & COO of Guidewell Commercial Market, and Guidewell Innovation. Camille shared with our audience her insights and advice for experience leaders in the healthcare and insurance industries. Guidewell is the parent company of Florida Blue.

Insights 189

Insights Insurance Healthcare Customer Journey 189

BirdEye

MARCH 6, 2025

They also help businesses make informed decisions, innovate, and maintain a strong competitive edge. Proof of innovation and brand leadership AI chatbots scream innovation, and companies using them are leading the charge. Deeper relations, higher lifetime value, and a brand reputation that shines.

Customer Engagement 52

Customer Engagement Engagement Marketing Banking 52

West Monroe

JUNE 20, 2022

True to what we forecasted around the midpoint of 2021, healthcare transaction activity last year surpassed even 2020’s record level with nearly $40 billion in deals, up 32% from the previous year. 2022 Outlook: The Future of Healthcare & Life Sciences. Featured Content. Climbing to $175.6 over the next 8 years.

Healthcare 52

Healthcare Multi-Channel 2021 Innovation 52

InMoment XI

SEPTEMBER 25, 2024

As the capabilities of NLP continue to expand, it further revolutionizes various industries, enhances user experiences, and opens new avenues for research and innovation. However, for businesses—especially those in finance, healthcare, and legal sectors—NLP has long been essential for processing large amounts of unstructured data.

Insights 195

Insights Social Media Net Promoter Score Events 195

CX University

JANUARY 2, 2025

Success hinges on meeting the expectations of an increasingly empowered customer base that demands immediacy, personalization, transparency, reliability, trust, and innovation. Creating an adaptive culture requires a shift toward collaboration that embraces diverse perspectives and innovative problem-solving.

Customer Centricity 52

Customer Centricity Culture Innovation Customer Relationship Management 52

Customer Bliss

MARCH 30, 2017

Customer engagement: This was about personalizing the experience and not delivering a one-size-fits-all CX to consumers in a time of increasing personalization. Most companies are using CX labs as a place for innovation and new product design, which is what Nordstrom did by creating the Nordstrom Innovation Lab in Seattle.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

CSM Magazine

DECEMBER 1, 2022

Customers of health-related products—such as over-the-counter medicines, dietary supplements, nutraceuticals, medical devices, wearables, and animal health products—typically have higher expectations of manufacturers than do users of other types of consumer products. Proactive outreach. Product recall support. Ability to Escalate.

Healthcare 52

Healthcare Customer Care Document Insurance 52

Beyond Philosophy

MARCH 31, 2020

So I waited a number of days but as the flight approached it was an exhausting and time-consuming experience, trying different numbers in different sales offices, writing e-mails no one bothered to reply to before I was able to convert my flight into an open-ticket one, for which I received no confirmation. Healthcare, AI, and Robotics.

E Commerce 199

E Commerce Airlines Hospitality Travel 199

NetBase

JUNE 3, 2020

The time is certainly right for telehealth, as we see providers taking healthcare in this new, necessary direction. In this trend analysis, we’ll share consumer and market intelligence around: The accelerated telehealth trend; how COVID-19 made a luxury item the norm. TeleHealth as Democratizing Healthcare.

Healthcare 64

Healthcare Insurance 2026 Travel 64

TechSee

JULY 31, 2019

These include the military, industrial, healthcare, automotive, data and retail domains. As is the case with many military innovations, technology transfer is now benefiting a broad range of industries. Healthcare. This is generally carried out by humans, a time-consuming, expensive and often inaccurate process.

Automotive 149

Automotive Healthcare Retail Transportation 149

CSM Magazine

JANUARY 8, 2024

Consumer services address our daily needs, such as food, leisure, and health. For those inclined toward people interaction and seeking a sought-after career with specialization opportunities, we advise them to study the consumer services field. Unlike customer service, consumers might not be direct buyers but benefit from support.

Consumers 52

Consumers Healthcare Social Media Exceptional Customer Service 52

TechSee

SEPTEMBER 30, 2024

In this blog, we explore the role of generative AI in CX and how these cutting-edge technologies are redefining CX in the telecom, smart home, home security, and consumer electronics industries. Rewiring CX in Consumer Electronics Consumer electronics are increasingly sophisticated, often leading to frequent support calls and escalations.

White Paper 109

White Paper Automotive Download Customer Satisfaction 109

ReviewTrackers

MARCH 6, 2017

There is a vital shift happening right now in healthcare. People are bringing technology-fueled expectations to their patient experience, and they are demanding innovation in the way care is delivered and managed. It’s part of Miami Children’s Health System, the area’s only healthcare system fully dedicated to pediatric care.

Hospitality 85

Hospitality Customer Success Healthcare Automotive 85