Northridge Group

MARCH 11, 2025

Download the full case study to learn how The Northridge Group helped a top healthcare provider: Reduce operational costs Improve employee experience (EX) Enhance customer experience (CX) Increase efficiency and profitability The Challenge A major healthcare provider needed to refine its customer service coaching program to improve Average Handle Time (..)

Healthcare 52

Healthcare ROI Net Promoter Score Average Handle Time 52

InMoment XI

OCTOBER 29, 2024

To see how you could maximize your business revenue and ROI with InMoment’s voice of the customer (VoC) tools, fill out the ROI calculator below! Calculate your business’ ROI using InMoment’s VoC tools.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

InMoment XI

NOVEMBER 13, 2024

Calculate your business’s ROI using InMoment’s VoC tools. Whether you are curious about other programs/ROIs, want to gain a better understanding of options in the market, or are insight-obsessed like us, you can gain unlimited access to all of our valuable calculators by simply entering your email.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

InMoment XI

NOVEMBER 16, 2023

The workshop gathered professionals from diverse sectors such as retail, travel, services, grocery, and healthcare. The importance of utilising multiple lenses for investment decisions, aligning them with ROI goals, was a focal point. Here are the highlights and takeaways from the session!

Workshop 447

Workshop 2023 Healthcare Travel 447

Calabrio

APRIL 15, 2025

Customer Experience Improving Patient Self-Service: How Healthcare Contact Centers Can Use Chatbots & Adaptive Engagement to Elevate Patient Experience The healthcare industry is at a breaking point. With Calabrio, healthcare organizations can transform self-service into truly adaptive, human-centered patient engagement.

Contact Center 52

Contact Center Healthcare Engagement Demo 52

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

Customer Bliss

JULY 5, 2016

She describes the transformation she is leading for one of the largest national healthcare providers. The starting point for customer experience in healthcare: Anthem is an enormous company. Customer experience in healthcare doesn’t work unless it’s tied to the financials. There aren’t perfect metrics.

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

InMoment XI

OCTOBER 31, 2024

To show you can further improve the performance of your contact center, fill out the calculator below to discover your business’s ROI using InMoment’s conversational intelligence tools: Calculate your business’s ROI using InMoment’s conversational intelligence tools.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

Northridge Group

MARCH 4, 2025

By Dewayne Cherrington, NRG Consultant The Situation A well-known private Healthcare client developed and piloted an in-house coaching program with several of their Customer Service leaders and front-line contact center agents.

ROI 59

ROI Net Promoter Score Average Handle Time Contact Center 59

InMoment XI

OCTOBER 24, 2024

InMoment has also been recognized for having the fastest ROI time, the best support, and the easiest to use. Healthcare: Healthcare providers can use digital customer engagement platforms to manage patient feedback , send appointment reminders, and deliver personalized information such as a care plan. out of 5 stars.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

InMoment XI

APRIL 18, 2023

The healthcare business had one of the biggest corporate turnarounds in Australian history, largely due to its commitment to customer centricity. Forrester predicted that 1 in 5 CX programs would disappear soon—mostly due to a lack of ability to demonstrate impact and prove ROI of their CX projects.

ROI 195

ROI 2023 Events Insurance 195

InMoment XI

NOVEMBER 26, 2024

Example: A provider working to improve customer experience in healthcare maps out the patient’s journey, internal systems, staff interactions, and other elements needed to deliver a quality healthcare customer experience.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

InMoment XI

NOVEMBER 7, 2024

Healthcare: Automated appointment reminders or follow-up messages post-visit, ensuring patients feel cared for and valued. Organizations that partner with InMomet realize ROI on their CX investments twice as fast as they would with competitors. To see how the InMoment platform can improve your organization, schedule a demo today!

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

TechSee

DECEMBER 11, 2024

Analysis : This prediction assumed the clear ROI benefits and customer satisfaction improvements AI can deliver, but missed the enterprise technology adoption dynamics. Many organizations have substantial service and CX practices, with substantial investment and momentum behind incumbent technologies. Outcome : Partially accurate.

2024 109

2024 2025 Omnichannel Social Media 109

InMoment XI

SEPTEMBER 26, 2024

Why Channel Deflection is Critical to ROI-Fueled CX Every call in your contact center represents a breakdown in your customer journey. fully loaded with call center systems and agent handle time and note-taking) Multiply those numbers together and that’s the ultimate goal of ROI you’re chasing. (Eg.

Call Center 195

Call Center Contact Center ROI Telecommunications 195

InMoment XI

OCTOBER 4, 2024

Furthermore, organizations that choose InMoment for the customer experience management solution realize ROI in half the time compared to competitors. A vague understanding of the ROI. If you’re struggling to understand the customer experience ROI , it will be difficult to justify investments in CXM strategies.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

InMoment XI

NOVEMBER 15, 2023

What is the ROI of Customer Experience Analytics? Understanding the Return on Investment (ROI) of customer experience analytics is crucial for businesses aiming to justify their investments in this strategic initiative. Most organizations struggle proving ROI with their CX programs.

Insights 243

Insights E Commerce Customer Experience E-support 243

Alida

OCTOBER 28, 2016

Online communities provide the most ROI when they have people who are eager to actively participate and who represent the company’s customer base. OSF HealthCare shared its tactics on how to answers these questions. OSF HealthCare also found success recruiting its own employees. “We What kind of messaging works best for them?

Healthcare 203

Healthcare Social Media 2016 Insights 203

InMoment XI

DECEMBER 13, 2024

These features are valuable for elevating call center operations and improving their ROI. See what kind of ROI you can get with InMoments conversational intelligence tools by filling out the calculator below! Calculate your business’s ROI using InMoment’s conversational intelligence tools.

Call Center 195

Call Center Contact Center Social Media Metrics 195

Alida

SEPTEMBER 22, 2016

Andrea Bonk, CRM and market research coordinator at OSF Healthcare, shared how listening to patients allows her to create stronger marketing messages. vcsummit #healthcare pic.twitter.com/90g9nTNzQO. Recruiting the right members for your insight community is a critical step to getting more ROI out of customer intelligence.

2016 267

2016 Innovation Marketing Insights 267

Thematic

FEBRUARY 19, 2025

Look for solutions are lower-cost with faster ROI. Thematic: Lower upfront investment and maintenance costs, along with a faster ROI makes it a budget-friendly solution. ROI considerations: Faster time-to-market for product improvements. This helps them quickly identify product issues, adjust messaging, and optimize offerings.

ROI 62

ROI Feedback Insights Healthcare 62

GetFeedback

SEPTEMBER 24, 2019

Before you worry about proving the ROI of a VoC program, focus on building relationships and trust with the key stakeholders in your company. athenahealth, which provides solutions to the healthcare industry, had thousands of product update possibilities, according to senior VoC manager David Geary. Get the Guide.

ROI 150

ROI Webinar Sales Loyalty 150

TechSee

JUNE 10, 2021

As the service organization’s visual capabilities become more sophisticated , the number of use cases and resulting ROI increase. The end-user can easily accomplish these activities in self-service mode or by speaking directly with a remote expert.

Innovation 207

Innovation 2025 Transportation Consumers 207

InMoment XI

OCTOBER 8, 2024

By attaching metrics to your customer experience efforts, you make it easier to ensure that customer needs are consistently met and also gives you the ability to show customer experience ROI to key stakeholders in your organization. Here are three main things you can do to improve the healthcare customer experience.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

InMoment XI

JULY 1, 2024

From a cost and ROI perspective, the impact and benefits of predictive analytics in customer experience management cannot be ignored. For example, predictive analytics in healthcare enhances patient care by anticipating readmissions and improving diagnostic accuracy. It’s an opportunity that your company can capitalize on today.

Social Media 195

Social Media Healthcare Retail Insights 195

InMoment XI

SEPTEMBER 1, 2022

You get a greater return on your investment (ROI) from repeat customers than trying to acquire a first-time customer Even though only 12% to 15% of customers are loyal to a single retailer, they represent between 55% to 70% of the retailer’s sales. Why Is Customer Retention Important?

Customer Retention 195

Customer Retention Telecommunications Customer Journey Mapping Automotive 195

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

Comm100

FEBRUARY 25, 2021

Remote accessibility to essential services like healthcare is a top priority amongst patients and consumers, with more people listing ease of access and convenience ahead of quality of care. . The problem is the healthcare industry in general is falling behind when it comes to remote accessibility.

Healthcare 52

Healthcare Customer Service Omnichannel Multi-Channel 52

West Monroe

APRIL 19, 2023

The future of healthcare is digital. Telemedicine and online pharmacies continue to impact existing industries while legacy healthcare payers and providers are making strides to create digitally agile organizations. The data highlighted five key areas of opportunity for healthcare organizations.

Healthcare 52

Healthcare Insights Insurance Culture 52

CSM Magazine

MARCH 28, 2025

This becomes much more salient for the fintech, healthcare and e-commerce industries that have personal data and transactions that require stringent cross-border data protection. Even so, strategic implementation still requires careful ROI, talented personnel and proper planning.

Customer Service 52

Customer Service E Commerce 2025 2024 52

Team HGS

JANUARY 6, 2020

20/20 Vision: 9 Trends at the Heart of Tomorrow’s Healthcare. From an in-control consumer to digital experience and telemedicine, healthcare delivery continues to stretch the limits of what we thought possible. Amitabh Singh, Executive Vice President, Global Healthcare Operations, Solutions, and Practice, HGS. Consumerization.

Healthcare 52

Healthcare 2020 Return on Investment Financial 52

delighted

SEPTEMBER 8, 2021

We sat down with Michael Bair, SVP of Customer Experience at FIGS to learn how his career learnings helped him build a flourishing CX program at the leading direct-to-consumer healthcare apparel and lifestyle brand for healthcare professionals. There’s a lot of talk about the ROI of customer experience. Very important.

Customer Experience 95

Customer Experience Healthcare Net Promoter Score E Commerce 95

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

Experience Investigators by 360Connext

JULY 26, 2022

CX teams that collaborate cross-functionally are 27% more likely to have a high or very high Return on Investment (ROI) of their CX program , according to the 2022 State of CX Report from GetFeedback. Ways to Increase Cross-Functional Collaboration: Collaboration and cross-functional teamwork drive customer experience success and higher ROI.

Sports 143

Sports Customer Journey Mapping ROI Return on Investment 143

NetBase

MAY 15, 2020

And businesses would be wise to recognize and celebrate healthcare workers as well. And their loyal healthcare workers are ecstatic as they take to their social media to show their gratitude. Ongoing Healthcare Support. Many are and it will pay off long-term. Let’s check it out! link] [link].

Brands 98

Brands Healthcare Hospitality Transportation 98

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.” How do businesses measure the ROI of customer experience improvements?

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

ChurnZero

DECEMBER 19, 2024

NinjaCats CS team faced the challenge of maximizing platform adoption and ROI for clients who were underutilizing the digital marketing performance management platform’s features and capabilities. 2024 Adoption Hero: NinjaCat NinjaCats customer success team used data and automation to drive product adoption.

2024 52

2024 Customer Success ROI Innovation 52