InMoment XI

SEPTEMBER 18, 2024

In today’s healthcare landscape, patient expectations are higher than ever. So, what does it take to create an exceptional customer experience in healthcare? Discover the most important factors, common challenges, and top trends shaping the future of healthcare customer experience—and how you and your organization can lead the way.

Healthcare 195

Healthcare Customer Experience Touchpoint Omnichannel 195

InMoment XI

APRIL 24, 2024

In the dynamic landscape of healthcare, where patient care is paramount, the role of healthcare contact centers has emerged as a vital component in ensuring seamless communication and efficient service delivery. What is a Healthcare Contact Center? Why are Healthcare Contact Centers Important?

Contact Center 195

Contact Center Healthcare Insurance Social Media 195

InMoment XI

DECEMBER 17, 2024

As your company begins to scale customer experience operations, it is possible for silos that cause different departments to use separate technologies and focus on different metrics, which fragments your understanding of the customer experience. Supercharge Post-Service Customer Interactions 85% of your data is unstructured.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

OCTOBER 24, 2024

A customer engagement platform is a tool that allows businesses to interact with customers on different platforms, all in one place. Customer engagement platforms consolidate customer data into one location and provide tools to engage customers consistently and personally, regardless of how they interact with your business.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

InMoment XI

NOVEMBER 26, 2024

This often stems from poor internal communication, outdated technology, or inefficient processes. Customer journey maps may also be called customer interaction maps, customer corridors, or service blueprints. It will look different from a current state journey map because it shows how interactions could be improved.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

InMoment XI

DECEMBER 18, 2024

They provide a central platform for handling customer interactions across various channels. It leverages technology like automatic call distribution (ACD) and real-time transcription to reduce the manual workload for agents. Personalized interactions help drive revenue growth by fulfilling customer needs and converting prospects.

Contact Center 195

Contact Center Customer Satisfaction ROI Call Center 195

CSM Magazine

DECEMBER 2, 2024

In recent years, the importance of customer service in healthcare has come to the forefront. In this article, we look at some key strategies and techniques for providing excellent patient care. According to a survey by Accenture , 25% of patients have switched healthcare providers due to poor customer service.

Healthcare 52

Healthcare Customer Service Communication Insurance 52

InMoment XI

OCTOBER 23, 2024

Customer experience in banking refers to the thoughts, opinions, and feelings customers have about every interaction with your financial institution. From visiting your physical branch to paying an electricity bill through your app, each interaction with a touchpoint contributes to a customer’s perception of your business.

Banking 195

Banking Customer Experience Financial Touchpoint 195

BirdEye

DECEMBER 28, 2024

This is exactly where AI chatbots step in, helping healthcare providers avoid losing patients simply because theyre unavailable. Healthcare is complex, time-sensitive, and deeply personal. Table of contents What is an AI Chatbot for healthcare? Let us take a closer look at the benefits of AI healthcare chatbots in detail.

Healthcare 52

Healthcare Multi-Channel Insurance Document 52

eglobalis

SEPTEMBER 11, 2024

Employees are the front-line of any company’s interaction with its customers, making their role in delivering a superior and innovative customer experience (CX) absolutely critical. Effective leaders also provide the resources and support necessary for innovation, such as time, funding, and access to technology.

Innovation 444

Innovation E-support Culture Customer Centricity 444

TechSee

DECEMBER 11, 2024

2024 promised groundbreaking shifts in customer service, with experts forecasting transformative technologies and strategies. Prediction 1: Generative AI Will Redefine Service Forecast : Generative AI was poised to revolutionize customer interactions by enabling hyper-personalized, context-aware communication. The lesson?

2024 109

2024 2025 Omnichannel Social Media 109

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.

Healthcare 128

Healthcare Loyalty Blog Insurance 128

InMoment XI

OCTOBER 31, 2024

You can measure AES by surveying agents on how much effort they have to put into customer interactions. Offer multiple interaction channels to customers so they don’t have to rely on calls alone. Companies using AI-powered automation are cutting repetitive tasks by 40%, so it makes sense to invest in this technology.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

BirdEye

DECEMBER 30, 2024

Healthcare organizations face a unique challenge: connecting with the right audience in a rapidly evolving landscape of patient expectations and technologies. In this environment, generating quality leads has become a strategic imperative, driving growth and delivering value in the healthcare industry.

Healthcare 52

Healthcare Multi-Channel Social Media Advertising 52

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

Experience Investigators by 360Connext

JUNE 8, 2021

Several years ago, Cisco released a report about what healthcare providers and consumers want in healthcare. While technology gives us access, it also keeps us tethered to jobs and obligations like never before. While technology gives us access, it also keeps us tethered to jobs and obligations like never before.

Healthcare 271

Healthcare Customer Journey Mapping Customer Journey 2013 271

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

InMoment XI

JANUARY 12, 2024

More than just a technological innovation, conversational intelligence represents a paradigm shift how organizations understand, interpret, and harness the power of human conversations. The goal of conversation intelligence is to enhance communication, improve collaboration, and extract valuable information from interactions.

E Commerce 195

E Commerce E-support Healthcare Multi-Channel 195

BlueOcean

AUGUST 9, 2021

The adoption rate of new and evolving technologies accelerated at unseen speeds—resulting in 10 years’ worth of change within a mere 10 months. Contact center technologies are certainly in the mix of acceleration. We dug into their sentiments and expectations about the future of five key contact center technologies.

Contact Center 156

Contact Center Technology 2024 Healthcare 156

CloudCherry

JULY 25, 2018

The MIT Technology Review: Getting To Iconic report is based on surveys conducted with over 550 business executives at global firms—including retail, IT, logistics, healthcare, IT, and more— in over 30 countries between May and July 2017. Optimizing technology. Likelihood to use leading-edge technology solutions.

Technology 170

Technology Brands Customer Experience Omnichannel 170

Inbenta

NOVEMBER 3, 2022

There’s no denying it: the healthcare industry is experiencing rapid changes and advancements in technology every year. In the age of digital customer experience, customers expect fast and convenient interactions. What is a Healthcare Chatbot? The healthcare industry is no different. And for good reason.

Healthcare 96

Healthcare 2022 2030 Hospitality 96

GetFeedback

MAY 8, 2019

Most customer service teams are surveying customers within 24 hours of their interaction. We’ve uncovered new insight for retail, technology, banking, healthcare, manufacturing, nonprofit, and the list goes on. Most customer service teams are surveying customers within 24 hours of their interaction . See below.

Customer Service 268

Customer Service Metrics Healthcare Government 268

InMoment XI

JULY 11, 2024

Speech analytics is the process of analyzing recorded calls to gather customer information to improve communication and future interaction. It uses advanced technology to transcribe and analyze audio recordings. Speech analytics combines several advanced technologies to analyze spoken language. What is Speech Analytics?

Insights 195

Insights E Commerce Contact Center E-support 195

TechSee

JUNE 25, 2019

of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. As the technology matures, many companies will inevitably look for holistic AI solutions that unify customer and operational data to achieve the most valuable and actionable insights.

Technology 122

Technology Customer Service Contact Center Call Center 122

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

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. It’s an age of quick and seamless experiences all around — with one exception: healthcare.

Healthcare 105

Healthcare Marketing Social Media Insurance 105

Experience Investigators by 360Connext

MARCH 16, 2015

Our Chief Customer Experience Investigator™ Jeannie Walters is in Austin gathering evidence from South By Southwest Interactive. Blog Customer Engagement Customer Experience Featured conferences customer experience speaker customer feedback events linkedin SXSW technology webinar' Please tell me a little about your needs.

Events 223

Events Customer Experience Webinar Telecommunications 223

Thematic

APRIL 3, 2025

By 2027, 87% of CX leaders plan to use AI-driven text analytics to power their customer interactions. It uses technologies like natural language processing (NLP) , sentiment analysis , content categorization, and entity extraction, among others, to make sense of language at scale. Increased demand for advanced AI and NLP technologies.

Marketing 62

Marketing 2030 E Commerce Social Media 62

InMoment XI

AUGUST 14, 2024

Discover how advanced AI technology can transform raw data into actionable insights, driving informed decisions and improving customer satisfaction. InMoment Conversational Intelligence feature helps understand customer interactions to improve agent performance and customer satisfaction. What Is AI Customer Feedback?

Feedback 195

Feedback Customer Experience Social Media Hotels 195

InMoment XI

OCTOBER 8, 2024

Customer experience improvement refers to enhancing the interactions and overall satisfaction a customer has with your business across all touchpoints. A customer experience improvement program is a structured initiative designed to enhance the interactions a customer has with a brand. What is Customer Experience Improvement?

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

CSM Magazine

APRIL 10, 2025

By automating interactions with natural, human-like conversations, businesses can not only save time but also enhance the overall customer experience. Conversational AI refers to technology (like AI-powered chatbots) that enables automated communication, mimicking human interactions through text or voice. The result?

E Commerce 52

E Commerce E-support Books Healthcare 52

CSM Magazine

NOVEMBER 18, 2024

PSG Equity is a leading growth equity firm that specializes in partnering with software and technology-enabled services companies to help navigate and capitalize on transformational growth. ” 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

ShepHyken

FEBRUARY 12, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How is artificial intelligence used to improve customer interactions in contact centers? What are the challenges in finding the right balance between technology and human support in customer experiences?

Contact Center 157

Contact Center 2024 Customer Service Representative Healthcare 157

BirdEye

MAY 31, 2024

Many healthcare businesses face the challenge of converting prospective inquiries into regular patients. One effective solution is to implement healthcare-oriented webchat systems, which can help overcome these challenges and improve patient conversion rates. However, it can do so much more. Let’s explore them in detail.

Healthcare 75

Healthcare Multi-Channel Omnichannel Social Media 75

InMoment XI

SEPTEMBER 25, 2024

Merging all three disciplines, it focuses on the interaction between computers and humans through natural language. This technology supports a wide array of applications, from voice-activated assistants and chatbots to sophisticated text analysis tools and language translation services. Why is Natural Language Processing Important?

Insights 195

Insights Social Media Net Promoter Score Events 195

TechSee

JUNE 10, 2021

But new innovations in technology have shown that the time is right to explore alternate options to the ubiquitous truck roll. . The technology has been thoroughly proven to greatly reduce – and even eliminate – the need for a truck roll. Beyond consumer preference for self-service, the technology is advantageous to the company.

Innovation 207

Innovation 2025 Transportation Consumers 207

CSM Magazine

FEBRUARY 6, 2025

Networking Opportunities: Programs featuring connections with alumni in industries known for customer service (like retail, hospitality, or healthcare) can provide career advantages. Focus on Technology and Data: Modern CRM tools, analytics, and AI are reshaping customer service; the best MBAs equip graduates to leverage these.

Customer Centricity 52

Customer Centricity Leadership Hospitality Healthcare 52