Customer Bliss

APRIL 11, 2018

In today’s episode, I revisit conversations with two customer experience leaders in healthcare, Geeta Wilson , VP of Consumer Experience – Enterprise Transformation at Humana , and Jackie McAtee , who at the time, was vice president of marketing and customer experience for Mayfair Medical Imaging. Create a 90-day roadmap.

Customer Experience 135

Customer Experience Healthcare Events Hospitality 135

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

JULY 11, 2023

Deployed across sectors, from finance to healthcare, predictive analytics helps drive informed decisions and actions. Predictive analytics is a sophisticated method that combines data, machine learning techniques, and statistical algorithms to predict future happenings based on past data.

Customer Satisfaction 150

Customer Satisfaction Loyalty Roadmap Healthcare 150

Customer Bliss

MARCH 1, 2019

We chat through some of the concepts in Thales’ newly released book, Unlocking the Customer Value Chain , which is a roadmap to understanding how and where digital disruption takes place. Thales also walks us through an example of a healthcare industry disruption.

E Commerce 147

E Commerce Consumers Healthcare Customer Journey Mapping 147

Clarabridge

FEBRUARY 7, 2017

With all the uncertainty swirling around health insurance coverage in the United States, we thought it was time to look at what consumers think about the service they get from their healthcare insurance providers. What does customer feedback tell us about the healthcare insurance member experience? The news is not good. Just ask us.

Insurance 40

Insurance Healthcare Roadmap Call Center 40

Clarabridge

FEBRUARY 7, 2017

With all the uncertainty swirling around health insurance coverage in the United States, we thought it was time to look at what consumers think about the service they get from their healthcare insurance providers. What does customer feedback tell us about the healthcare insurance member experience? The news is not good. Just ask us.

Insurance 40

Insurance Healthcare Roadmap Call Center 40

Thematic

JANUARY 21, 2025

Text analytics organizes this messy feedback into actionable insights, providing a roadmap for better decisions. Here’s an example: A healthcare provider might notice that “long wait times” is a common topic in patient reviews. Why is Text Analytics Important?

Insights 62

Insights Social Media E Commerce 2030 62

Thematic

FEBRUARY 19, 2025

How healthcare, finance and govt organizations can use XM Discover to gain CX insights while meeting compliance requirements. Low implementation costs compared to text analytics that require pre-training. How XM Discover solves this: Discovers emerging or new themes and trends without manual configuration.

ROI 62

ROI Feedback Insights Healthcare 62

Storyminers

AUGUST 28, 2017

Exceeding expectations, simplifying access to services, and encouraging decision-making throughout individual healthcare journeys are Lobley’s guideposts. My take: Blues are independently run organizations. Change is harder in this industry than many others. Mazda is doing things differently. by giving them smiles.

Brands 140

Brands Healthcare Roadmap Events 140

InMoment XI

OCTOBER 3, 2024

However, if the account managers are informed about the product development roadmap, they will know when it is appropriate to start promoting new products or features. Patient Retention Strategies Patient retention is an important part of customer experience in healthcare and helps identify a stable practice. Leader Networks.

Customer Retention 195

Customer Retention 2024 Guest Experience Loyalty Programs 195

InMoment XI

FEBRUARY 1, 2024

This aspect is crucial for highly-regulated businesses in industries like finance, healthcare, and telecommunications. Adopting Spotlight translates into not just collecting feedback but transforming it into a strategic roadmap for business success.

Social Media 195

Social Media Metrics Telecommunications Insights 195

SurveyGizmo

JUNE 19, 2018

As the healthcare industry becomes increasingly competitive, it is imperative for healthcare organizations to invest in their patient, employee, and brand experiences. Why is successful employee engagement so important in healthcare? What really is employee engagement? will need to hire 2.3 will need to hire 2.3

Healthcare 49

Healthcare Engagement 2010 2025 49

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. But we’re coming at that story a little differently this time around. over the next 8 years.

Healthcare 40

Healthcare Multi-Channel 2021 Innovation 40

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 40

Healthcare Multi-Channel 2021 Innovation 40

Thematic

FEBRUARY 24, 2025

As a recent study noted: “AI-driven predictive maintenance models have reduced downtime by up to 40% in manufacturing and achieved over 90% diagnostic precision in healthcare.” Enhance Product Roadmap Validation , ensuring new features align with real customer needs rather than guesswork.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

2020 Research

OCTOBER 18, 2023

During Sago’s recent webinar, “ Harnessing AI in Research: A Roadmap to the Future ,” Raj Manocha, Chief Client Officer of Sago, delved into the current state of AI in market research and how to leverage its capabilities to enhance insights and drive forward-thinking strategies.

Marketing 108

Marketing Healthcare Webinar Roadmap 108

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

ChurnZero

JANUARY 8, 2021

Phillip will lead the company’s efforts to evangelize customer voice to influence product roadmap and strategy. Follow Phillip on LinkedIn. . Diane Gordon, Senior Vice President of Customer Success, Validity. Miya Gray, Senior Vice President of Customer Success, Apervita.

2021 98

2021 Customer Success Chief Customer Officer Leadership 98

ChurnZero

DECEMBER 19, 2024

With CSMs working from spreadsheets, account teams using five different systems, a lack of repeatable playbooks, and a reactive approach to customer health monitoring, it was time for leading healthcare compliance analytics platform Protenus to scale and operationalize its customer success function.

2024 52

2024 Customer Success ROI Innovation 52

Experience Investigators by 360Connext

FEBRUARY 11, 2020

The Problem: Front-line retail workers, healthcare workers, hospitality workers and customer service agents are in roles where they need to be available. For readers like you, I’m currently developing a Customer Experience Training Roadmap to provide a framework that can help you lead their own CX training within your organization.

Customer Experience 125

Customer Experience Customers Employee Experience Hospitality 125

Thematic

NOVEMBER 18, 2024

Organizations are fast realizing the power of including their customers’ opinions in their operations, product roadmaps, and strategic business decisions. For example, the word “critical” has a different meaning in a healthcare context compared to a customer service department.

Multi-Channel 62

Multi-Channel Social Media E-support Net Promoter Score 62

SurveyGizmo

JULY 23, 2018

Related: How to build an employee experience roadmap (with template). In an industry like healthcare, however, workplace bullying could actually put the patient’s life and health outcomes at risk. Effects of workplace bullying on customers. “A lot of times it happens in the patient's room.

Healthcare 63

Healthcare Culture Employee Experience Competitive Advantage 63

Call Experts

OCTOBER 5, 2023

Adhering to Regulations High-quality call centers ensure compliance in industries with stringent regulatory requirements, such as healthcare or finance. Technology Roadmap Inquire about the contact center’s technology roadmap and future plans.

Contact Center 105

Contact Center Call Center 2027 Customer Satisfaction 105

West Monroe

JULY 24, 2023

But healthcare is an industry where people have so many different avenues they would have to go through to engage digitally that it just makes it hard. But even if you have a roadmap, it doesn't help if everyone's starting from a different place, right? You have to start from the same place.

B2C 98

B2C Innovation Healthcare Roadmap 98

Aveus

MAY 18, 2021

There’s a growing emphasis on consumer experience across industries, and healthcare is no exception. By shifting the emphasis from individual measures to patient/member experience, engagement and satisfaction measures, CMS made the rating more dependent on experience measures where the healthcare industry has long struggled to improve.

Consumers 52

Consumers Healthcare Metrics Measurement 52

West Monroe

DECEMBER 21, 2021

Nearly a decade after the Affordable Care Act exchanges went live, the composition of consumers shopping for healthcare has fundamentally changed. Yet despite differences in age, race, geography and socio-economic status, what these consumers share is a desire for a more personalized, digitally-driven healthcare experience.

Healthcare 52

Healthcare Consumers 2010 Technology 52

CSM Magazine

MARCH 16, 2023

This serves to align the organization’s contact center operational processes, technology ecosystem, and people and provide a complete solution roadmap that yields substantial returns for the bottom line. over five years.

Contact Center 52

Contact Center Financial Consulting Roadmap 52

Qualtrics

OCTOBER 2, 2019

The healthcare industry has been asking patients how they feel for over a decade. Healthcare is an experience business. Healthcare is no different. How can healthcare better listen to patients today? We all are in the business of experience.

Healthcare 34

Healthcare Hospitality 2006 Feedback 34

BirdEye

SEPTEMBER 20, 2024

At Birdeye View 2024 , experts from various industries, including mortgage, healthcare, dental, property management, and storage, shared how AI is helping them navigate these turbulent times while driving operational efficiency and customer satisfaction. That’s the power of AI in healthcare.

2024 59

2024 Insights Healthcare Social Media 59

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

Gainsight

OCTOBER 7, 2019

We have customers from a variety of industries, including Computer software, Corporate Services, Telecommunications, Financial Services, and Healthcare. What a way to expedite our product roadmap, ensuring our priorities are in line with our customers and meeting their demands. We can directly correlate an input with an output or vice.

Customer Success 13

Customer Success Customer Centricity Healthcare Events 13

SurveySensum

MARCH 12, 2025

Customer Satisfaction Managers For those responsible for the customer experience , cross-tab data visualization transforms standard satisfaction surveys into a detailed roadmap of customer behavior. Such insight helps pinpoint areas needing organizational improvement and supports deliberate efforts to boost morale.

Airlines 52

Airlines Net Promoter Score Travel Customer Satisfaction 52

BirdEye

MARCH 6, 2025

Think of this as your roadmap to winning over potential customers. The study found that 64% of businesses have verified their Google Business Profiles, with sectors like Property Management, Hospitality, and Healthcare leading in verification rates. If your brand also feels invisible, keep reading.

Social Media 85

Social Media Multi-Channel Advertising Feedback 85

Playvox

AUGUST 8, 2022

economy affected most by the Great Resignation, also known as the Big Quit, were in service industries, including restaurants, retail, and healthcare. These four themes provide a solid roadmap for successful retention: 1. Just shy of 3 percent of the entire working population in the U.S. The sectors of the U.S. Technology.

Contact Center 78

Contact Center 2022 2021 Leadership 78

Totango

NOVEMBER 3, 2022

In their session titled “Transformative Changes Happen with Community,” Jay Nathan, EVP Corporate Market and Chief Customer Officer at Higher Logic, and Aslan Noghre-kar , VP, Customer Experience and Head of Community at Change Healthcare, discussed the impacts of communities on business. Reducing customer burdens.

Customer Journey 62

Customer Journey Chief Customer Officer Healthcare Customer Journey Mapping 62

West Monroe

MARCH 7, 2024

Featured Content Healthcare's cybersecurity wake-up call: A 5-step resilience plan Read More Governance is crucial for security teams, especially when they're responsible for assets they don't fully control. Keeping a roadmap and project list helps prioritize efforts, guide investments, and keep everyone informed.

Healthcare 52

Healthcare Government Roadmap Culture 52

Quadient

MAY 20, 2022

Healthcare Summary Plans and more. He joined Quadient in 2019 and leads the portfolio vision and roadmap for Quadient CXM. Evolve handles a growing set of communication types for page-based, email, and SMS channels, including: Notifications and reminders. General and Claims Correspondence. Statements.

Communication 52

Communication Roadmap Healthcare 2022 52