Experience Investigators by 360Connext

JANUARY 8, 2015

If you sell anything to anyone, you would do yourself a world of good by enlisting mystery shoppers (sometimes called secret shoppers) into your customer insights mix. Retailers, financial services organizations and healthcare practices have all enlisted mystery shoppers to help improve their customers’ experiences.

Customer Experience 284

Customer Experience Feedback Customer Journey Social Media 284

Thematic

APRIL 3, 2025

Cloud platforms support real-time collaboration and cross-functional access, which means marketing, product, and CX teams can all tap into customer insights without waiting for weekly reports. ”​ Industries like retail, healthcare, finance, and SaaS are leading the charge.

Marketing 62

Marketing 2030 E Commerce Social Media 62

GetFeedback

JANUARY 21, 2019

So how do you gather the customer insight you need? Customer surveys. If done right, surveys can bridge the gap between what content you already provide and what content your customers are looking for. This is particularly true for certain verticals such as healthcare, hospitality, retail, and travel.

Marketing 210

Marketing Healthcare Webinar Blog 210

eglobalis

SEPTEMBER 11, 2024

Additionally, creating open channels of communication where employees can share customer insights and innovative ideas ensures that these valuable perspectives are captured and acted upon. Asian B2B Company: Samsung Electronics (South Korea) Samsung Electronics, based in South Korea, is a global leader in technology and innovation.

Innovation 451

Innovation E-support Culture Customer Centricity 451

Alida

SEPTEMBER 22, 2016

DEWALT’s award-winning insight community has resulted to savings of over $1 million in study costs this year and close to $6 million since its launch. RELATED STORIES: How DEWALT uses customer insight to accelerate innovation [customer story and video]. Enhance marketing with customer insight.

2016 267

2016 Innovation Marketing Insights 267

Thematic

FEBRUARY 24, 2025

That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey. Companies that actively apply customer insights boost retention, loyalty, and competitive advantage.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

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. The availability of this richer information provides improved customer insight.

Healthcare 67

Healthcare Multi-Channel Touchpoint 2015 67

Customer Bliss

JUNE 6, 2018

Before joining Hertz, Eric spent time conducting traditional market research work and realized he had a passion for customers and how we treat them. He also built an NPS program at Avis Budget Group when he was the VP of Customer Insights & Experience.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

ShepHyken

DECEMBER 27, 2022

When you hear good feedback and read positive testimonials, put that data into your process so that all your customers can have the same amazing experience. Frontline workers are a great resource when it comes to what customers are saying about your company and their experience. Listen to your employees, too, not just your customers.

Healthcare 129

Healthcare Customer Centricity Customer Voice Voice of Customer 129

Forrester's Customer Insights

MAY 23, 2019

We know that better customer experience (CX) in healthcare better engages customers and patients, improves care outcomes, and reduces costs. But there are several factors contributing to lagging CX in healthcare. Healthcare firms […].

Healthcare 52

Healthcare Engagement Customer Experience Customers 52

Gainsight

JANUARY 10, 2025

Heres how AI is transforming the field: Early Warning Systems: AI enables teams to predict churn months in advance, providing the time and insights needed to intervene effectively. It helps teams uncover deeper customer insights to predict churn months in advance and enable proactive, scalable customer engagement.

2025 52

2025 B2B 2024 Chief Customer Officer 52

InMoment XI

APRIL 18, 2023

A company that has decentralized customer experience really well is Medibank. The healthcare business had one of the biggest corporate turnarounds in Australian history, largely due to its commitment to customer centricity.

ROI 195

ROI 2023 Events Insurance 195

Forrester's Customer Insights

MAY 28, 2020

Conversely, if you are a healthcare organization (HCO), you likely have had to deploy a self-triage solution to stem […]. If you have needed care over the last couple of months you likely have encountered a self-triage solution.

Healthcare 53

Healthcare User Experience Customer Engagement Engagement 53

Clarabridge

NOVEMBER 4, 2015

Guest blogger Kim Zieroth is the Senior Customer Loyalty Manager, Analytics, for GE Healthcare. “We This is exactly the kind of thing I love to hear in my role leading the Customer Insights program for GE Healthcare. Other groups are more likely to use customer insights if you make it super easy for them.

B2B 81

B2B Feedback Healthcare Definition 81

Alida

OCTOBER 10, 2019

The foundation of an excellent healthcare experience is the ability to repeatedly connect with consumers and their families. This connection needs to be transparent, consent-based , and ongoing to uncover insights that allow teams to validate ideas, develop programs, and continually iterate and improve.

Healthcare 145

Healthcare Connections Insights Consumers 145

InMoment XI

SEPTEMBER 25, 2024

However, for businesses—especially those in finance, healthcare, and legal sectors—NLP has long been essential for processing large amounts of unstructured data. So, they turned to InMoment for a solution to empower, not replace, their human operators using NLP in healthcare. Why is Natural Language Processing Important?

Insights 195

Insights Social Media Net Promoter Score Events 195

Experience Investigators by 360Connext

APRIL 11, 2023

Related: Does CX Apply in Healthcare, Manufacturing, & other Professional/B2B Industries? Make sure you and your customers are aligned on the meaning of quality before you claim quality is the experience. Defining an experience around a product being “of high quality” is that type of thinking. Quality is great.

Customer Journey Mapping 162

Customer Journey Mapping Banking B2B Definition 162

SurveySparrow

APRIL 21, 2022

Trigger alerts from responses by dissatisfied customers. Healthcare. A word about inadequate healthcare spreads quicker than a virus nowadays. So if you are a healthcare provider, you want your patients to be telling you about their experience. Identify the top-performing services. SurveySparrow smiley button terminal.

Customer Insights 52

Customer Insights Insights Transportation E Commerce 52

Forrester's Customer Insights

MAY 21, 2020

Healthcare will remain forever changed by the COVID-19 pandemic. Healthcare organizations must shift their approach for member and patient engagement from reactive to proactive to meet the needs of the new healthcare consumer and ensure future success in a post-pandemic world.

Healthcare 60

Healthcare Consumers Engagement Customers 60

GetFeedback

SEPTEMBER 24, 2019

Senior-level marketers are also seeking better customer insight, says VoC marketing expert Ernan Roman of ERDM. You can add value by helping to explain why engagement or purchasing rates are down, as well as what would motivate customers to continue buying, and how to effectively launch new products.

ROI 150

ROI Webinar Sales Loyalty 150

BirdEye

FEBRUARY 4, 2025

Birdeye Surveys AI AI-driven customer feedback collection, sentiment analysis, and experience enhancement Create and automate surveys with AI-generated questions tailored to customer insights. Turn survey feedback into reputation-building opportunities, improving customer satisfaction and loyalty.

Brands 52

Brands Management Multi-Channel Social Media 52

Thematic

FEBRUARY 23, 2025

Other Industry-Specific Laws: Financial, healthcare, and legal sectors may have additional compliance requirements. Regulates the handling of healthcare-related data. Your Next Steps Text analytics is a powerful tool for uncovering customer insights, improving operations, and driving business growth.

Social Media 62

Social Media E-support Feedback Insights 62

Forrester's Customer Insights

SEPTEMBER 10, 2019

With 2020 on the horizon, leading healthcare organizations (HCOs) are starting their strategic planning. Forrester’s latest data shows more than half of healthcare purchase influencers are planning new or increased investment in AI tools over the next 12 months.

Healthcare 49

Healthcare 2020 Customer Experience Customers 49

Gainsight

MARCH 31, 2020

In this guide for healthcare products, we’ll show you how to use in-app engagements to cut through the noise and effectively communicate information to your end users when time is of the essence. This has affected everyone, especially healthcare workers and the technology they use every day. What Is an In-App Engagement?

Healthcare 52

Healthcare Information Events Document 52

Forrester's Customer Insights

FEBRUARY 21, 2024

Healthcare organizations (HCOs) are navigating turbulent waters as they confront long-standing industry challenges and broad economic currents. In two new reports on healthcare trends, we explore how HCOs can weather the storm and overcome these challenges. The convergence of these factors tests HCOs’ adaptability and resilience.

Healthcare 50

Healthcare 2024 Employee Experience Customer Experience 50

CloudCherry

JULY 25, 2018

What better way is there to learn about delivering an amazing customer experience than examining how the best in the business do it? Respondents were asked a series of questions on topics including their customer experience programs , introducing new technology, and optimizing human capital.

Technology 170

Technology Brands Customer Experience Omnichannel 170

InMoment XI

NOVEMBER 15, 2023

Increased Cross-Selling and Upselling Opportunities: Understanding customer preferences and behaviors enables businesses to identify opportunities for cross-selling and upselling. By tailoring product recommendations and promotions based on customer insights, companies can increase revenue from existing customers.

Insights 243

Insights E Commerce Customer Experience E-support 243

ChurnZero

OCTOBER 8, 2021

We may not be saving the world from COVID (the real heroes are in healthcare), but we do try to do our part where we can,” said You Mon Tsang, CEO and Founder of ChurnZero. “We This second annual award celebrates companies that have gone above and beyond to provide strong Corporate Social Responsibility (CSR). “We

2021 98

2021 B2B Healthcare Touchpoint 98

Forrester's Customer Insights

NOVEMBER 28, 2018

The healthcare industry is experiencing some much-needed transformation and disruption. Watch the video below to learn what is in store for the future of healthcare. Looking ahead to next year, we made five bold predictions. Click here to […].

Healthcare 43

Healthcare 2019 Webinar Customer Experience 43

ReviewTrackers

MARCH 17, 2017

Healthcare and Tech. There were a number of tech companies creating solutions for how to better communicate with patients, and how to deliver improved results across entire healthcare organizations. Amidst all the activity, the team also found the time to learn all the emerging new trends in technology at SXSW. .

Technology 79

Technology Social Media Healthcare Events 79

Customer Bliss

MAY 4, 2017

In this role, she leads the efforts on building out the customer experience (CX) strategy, the roadmap for driving CX improvements in all six CX disciplines and she is responsible for the centralized CX programs such as the Net Promoter Score customer listening program and the journey mapping center of excellence.

Leadership 160

Leadership Customer Experience Net Promoter Score B2B 160

Forrester's Customer Insights

MARCH 12, 2020

Less than 50% of consumers logged into their health insurer or healthcare provider’s website or mobile app in 2019. Despite heavy investments in digital and the customer experience, HCOs are failing to meet customer needs and expectations. This is resulting in poor customer acquisition and retention rates.

Healthcare 40

Healthcare Insurance 2019 Engagement 40

Experience Investigators by 360Connext

MAY 15, 2024

They shared the following advice: Give Customers Power Over Their Experience Maggie Gentry , Director of Experience Analytics at Community Health Network, started asking patients what their experience expectations are, and it has helped her team deliver better experiences faster. Healthcare has always been ‘Patients, you come to us.’

Customer Experience 143

Customer Experience Customer Journey Mapping Culture Customer Journey 143

Forrester's Customer Insights

APRIL 3, 2020

Forrester has curated a list of companies that are delivering virtual care services and support for health insurers, healthcare providers, employers, and consumers during the COVID-19 pandemic. From self-triage to virtual care, these services allow healthcare organizations (HCOs) to screen […].

Healthcare 45

Healthcare Insurance Consumers Innovation 45

Forrester's Customer Insights

APRIL 25, 2019

Healthcare organizations (HCOs) must be customer-obsessed. Forrester recently brought together practitioners from various HCOs across all sectors to discuss the importance of using customer experience (CX) as a strategic differentiator in healthcare.

Healthcare 45

Healthcare Consumers Customer Experience Customers 45

Customer Bliss

MARCH 30, 2017

Visually, a slice of it looks like this: And that’s actually a good place to start in general on the idea of customer experience labs: what are they, why do companies typically use one, and what’s the desired end state? What are customer experience labs? The entire cycle might take several quarters.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

Forrester's Customer Insights

NOVEMBER 7, 2018

Payers and providers alike are feeling the strain of healthcare’s antiquated system and the damaging effects it has on quality of care and revenue. As a result, the US healthcare market is going through a much-needed […]. The volume of patients and the prevalence of chronic conditions are rising.

Healthcare 49

Healthcare 2019 Measurement Marketing 49