CSM Magazine

MAY 14, 2024

Avaya’s innovation roadmap includes using AI and analytics to orchestrate exceptional customer journeys by harnessing data from interactions across multiple vendor touchpoints and applications, and using these to intelligently streamline customer experiences, drive efficiency, and deliver superior outcomes.

Healthcare 52

Healthcare Innovation Employee Experience Customer Journey 52

Qualtrics

FEBRUARY 18, 2020

It’s the biggest Experience Management event on the planet, so you won’t be short of things to see. Check out our guide to the must-see sessions for healthcare organizations at X4. Take a deep dive into XM in healthcare. Take an XM deep-dive into Healthcare. See what’s new in Experience Management.

Healthcare 32

Healthcare 2020 Leadership Events 32

Comm100

JANUARY 11, 2023

Healthcare: 10%. Automation becomes a win for companies focusing on employee experience. Without automation facilitating regular touchpoints throughout the customer journey, both customers and organizations benefit. An example of this is the automation of appointment reminders for patients in the healthcare industry.

2023 98

2023 Customer Service Return on Investment Healthcare 98

Call Experts

JANUARY 15, 2020

Ensuring personalized employee service experiences through the latest gadgets. Maintain high Employee Service Index. Adopt a consumer-centric model for employee experiences. . Improved employee productivity. Reduced turnover cost for employees. Impact of Customer Experience on Churn and Retention.

Call Center 72

Call Center Contact Center 2018 Customer Journey Mapping 72

Call Experts

JANUARY 29, 2020

With the support of a contact center, you can easily collect data on the customer touchpoints that matter most. As you improve your hold times and response rates, you impact the ease in each customer’s experience with your business. Monitor Your Customer Experience with Real-Time Dashboards. 5 Tips on AI-Powered Phone Lines.

Customer Experience 78

Customer Experience Contact Center Call Center 2018 78

Call Experts

OCTOBER 10, 2019

This visual aid for your company, helps you gain insight into customer behavior patterns, and how to structure touchpoints, company vision, and focused services. Touchpoints. Once you have your customer persona, objectives, and touchpoints, request feedback from your best customer advocates. Objectives and Personas.

Customer Journey Mapping 64

Customer Journey Mapping Customer Journey Call Center Contact Center 64

Call Experts

FEBRUARY 19, 2020

Monitor Your Customer Experience with Real-Time Dashboards. Understand and Optimize your Unique Customer Touchpoints. Impact of Customer Experience on Churn and Retention. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. FCC blocks Robo-Calls.

Customer Experience 80

Customer Experience Contact Center Call Center 2018 80

Clarivate

JULY 28, 2022

As a preview to the Clarivate Healthcare Business Insights 2022 Member Retreats coming this fall , we share how health systems are adapting their patient and staff experiences. Learn from these future-forward health systems and 20 others during each of the 2022 Fall Member Retreats , hosted by Clarivate Healthcare Business Insights.

Hospitality 52

Hospitality Healthcare 2022 Government 52

customer sure

JANUARY 10, 2024

Ignoring Employee Experience An organisation’s customer experience is closely linked to the experience its employees have. Neglecting employee satisfaction and engagement can lead to a lack of enthusiasm and commitment to delivering exceptional customer service.

Customer Experience 62

Customer Experience Net Promoter Score Social Media Omnichannel 62

Call Experts

MARCH 5, 2020

Monitor Your Customer Experience with Real-Time Dashboards. Understand and Optimize your Unique Customer Touchpoints. Impact of Customer Experience on Churn and Retention. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. FCC blocks Robo-Calls.

Contact Center 80

Contact Center Call Center 2018 Customer Journey Mapping 80

Call Experts

FEBRUARY 12, 2020

Monitor Your Customer Experience with Real-Time Dashboards. Understand and Optimize your Unique Customer Touchpoints. Impact of Customer Experience on Churn and Retention. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. FCC blocks Robo-Calls.

Contact Center 69

Contact Center 2020 Call Center Omnichannel 69

Call Experts

MARCH 18, 2020

Monitor Your Customer Experience with Real-Time Dashboards. Understand and Optimize your Unique Customer Touchpoints. Impact of Customer Experience on Churn and Retention. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. FCC blocks Robo-Calls.

Contact Center 75

Contact Center Call Center 2018 Customer Journey Mapping 75

Qualtrics

APRIL 26, 2021

The Froedtert & the Medical College of Wisconsin health network is tackling the human side of healthcare. By using data, they’re able to change healthcare for the better, not just for patients, but also for their staff, care teams, and physicians. Spreading the word on patient experience. “In

Healthcare 26

Healthcare Hospitality Consumers Financial 26

Qualtrics

OCTOBER 2, 2019

The healthcare industry has been asking patients how they feel for over a decade. But patient satisfaction surveys only go so far — to really move the needle on the patient experience , it’s time the industry embraced experience management. Healthcare is an experience business. Healthcare is no different.

Healthcare 34

Healthcare Hospitality 2006 Feedback 34

SurveySensum

DECEMBER 24, 2024

Yeah, SAP owns Qualtrics, and it works best in multiple industries like healthcare, finance, tourism, retail, automobiles, etc. Qualtrics offers you functional features like predictive AI, automated actions, customer experience management, business value realization, etc. Qualtrics Remember SAP?

2025 52

2025 Multi-Channel 2024 NPS 52

Avaya

JANUARY 16, 2018

The bottom line: Companies will need to begin the digital experience in the expected ways consumers dictate. Keeping up with these expectations requires an environment in which customer data can be seamlessly gathered and provided across teams, processes and touchpoints. Employee experience will legitimize with consumerization of work.

2018 72

2018 Customer Journey Mapping Contact Center E Commerce 72

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

SurveySparrow

SEPTEMBER 20, 2021

Uses: Experience management software has so many uses. They can include customer experience (CX), employee experience (EX), product experience (PX), reputation management, and more. While most tools specialize in one business area, some platforms can manage the experience for multiple areas. Text analytics.

2021 52

2021 Management Multi-Channel Omnichannel 52

Call Experts

FEBRUARY 26, 2020

Monitor Your Customer Experience with Real-Time Dashboards. Understand and Optimize your Unique Customer Touchpoints. Impact of Customer Experience on Churn and Retention. 6 Key Benefits of Employee Call Off Lines. Employee experiences are connected to customer experiences. FCC blocks Robo-Calls.

Contact Center 59

Contact Center Call Center 2018 Omnichannel 59

Qualtrics

AUGUST 30, 2021

They are designed to create a crucial connection between healthcare staff and patients. Capturing feedback from patients and families is critical to a positive healthcare experience. The voice of the patient helps the industry understand how the experience of its services is helping the overall customer experience.

Healthcare 26

Healthcare Demo Hospitality Financial 26

Lumoa

APRIL 28, 2024

Customer experience platforms make it possible to manage all the customer data in one platform and reach out to them when they need it. In your CX platform dashboard, you can see how your customers behave across all touchpoints and can personalize your interactions with them based on their behavior and preferences.

Multi-Channel 78

Multi-Channel Feedback Consulting Social Media 78

One Millimeter Mindset

MARCH 6, 2019

Also, when internal stakeholders assume nothing has changed in their clients’ organizations since the last touchpoint, or sale, post sale execution experience is sabotaged. “Someone else is handling this” or “I entered this step into our project management system. So someone else now is on top of this.”.

Sales 68

Sales Workshop Customer Confidence Touchpoint 68

Qualtrics

JULY 2, 2021

Learn how patient satisfaction has evolved, and how you can start using patient satisfaction surveys as part of a wider effort to improve the end-to-end patient experience with our ultimate guide. Many healthcare organizations will ask patients for feedback as part of their efforts to improve patient satisfaction. HCAHPS surveys.

Definition 26

Definition Healthcare Hospitality Books 26

Qualtrics

FEBRUARY 17, 2020

You’ll find it all at X4 - stories from the brands using XM to deliver breakthrough results, thought leadership from the best in the business, and an inside look at the tech helping Experience Management professionals reach new heights in customer , product , brand , and employee experience. Frontline product feedback in action.

2020 34

2020 Government Leadership Events 34

Qualtrics

OCTOBER 6, 2021

This combination enables you to listen and respond to your customers and employees as either individuals or entire segments in real-time and to optimize your offerings and personalize experiences at scale across any channel. Organizations have been trying for decades to deepen their understanding of their customers and employees.

Management 26

Management Social Media Touchpoint Healthcare 26

Thematic

SEPTEMBER 13, 2022

Use Chattermill’s filters to uncover the underlying layers of meaning within your data and gauge what's driving customer experience. Analyze signals within your customer feedback to accurately identify and predict opportunities to drive revenue, advocacy and retention across customer touchpoints.

2022 71

2022 Document Social Media Feedback 71

Qualtrics

FEBRUARY 18, 2020

Brand + Product Experience - 14:00 // Weds, March 11. Employee Experience - 16:00 // Weds, March 11. Customer Experience - 14:00 // Thurs, March 12. Experience Management - 16:00 // Thurs, March 12. Create an unmatched connected customer experience. Get hands-on with the tech enabling XM breakthroughs.

2020 29

2020 Government Leadership Events 29

SurveySensum

OCTOBER 17, 2023

Not only does it allow users to create NPS, CES, and CSAT surveys but also takes a step beyond with CSI and SSI, Onboarding, Feature Prioritization, Merchant Satisfaction, and other surveys as per the industries – Retail, B2B, SaaS, FinTech, Automotive, and Healthcare. No more manual coding!

Feedback 52

Feedback Management NPS Customer Satisfaction 52

Qualtrics

FEBRUARY 17, 2020

There’s every angle covered at X4 – stories from the brands using XM to deliver breakthrough results, thought leadership from the best in the business, and an inside look at the tech helping CX professionals reach new heights in customer , product , brand , and employee experience. Brand + Product Experience - 14:00 // Weds, March 11.

2020 29

2020 Customer Experience B2B Leadership 29

Qualtrics

OCTOBER 8, 2019

If you focus on the experience across employees, customers and the market you will learn ways to optimize business operations and drive ROI by creating optimal experiences across touchpoints with your organization. That, to me, is the future of business and a future that can impact the human experience for the positive.

Sales 20

Sales 2011 2012 Culture 20

InteractionMetrics

APRIL 10, 2025

Mail-In / Postal Surveys: These are used less frequently nowadays, but they’re still valuable for reaching an older target population or those less connected digitally (like healthcare or government services). Touchpoint-Specific Surveys These mini-check-ins occur at key moments, like a delivery or renewal.

Customer Satisfaction 40

Customer Satisfaction Net Promoter Score Feedback Metrics 40

InteractionMetrics

MARCH 20, 2025

At its core, Medallia focuses on real-time insights that reveal overarching sentiment and pinpoint specific touchpoints influencing NPS, CSAT, or loyalty. The platform even analyzes employee feedback to tackle service gaps and drive cultural changes that improve both frontline retention and customer satisfaction.

2025 52

2025 Multi-Channel Contact Center Social Media 52