InMoment XI

OCTOBER 23, 2024

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. For instance, First National Bank partnered with InMoment to better analyze data across all touchpoints using a custom text analytics model.

Banking 195

Banking Customer Experience Financial Touchpoint 195

InMoment XI

OCTOBER 14, 2024

If you are a healthcare provider, you can avoid patient survey fatigue with the help of these tips: Limit the number of surveys you send to patients. Send patient feedback surveys at key touchpoints, such as after booking an appointment or post-discharge. Show patients that their feedback is valuable.

2024 195

2024 Hospitality Feedback Healthcare 195

InMoment XI

NOVEMBER 16, 2023

The workshop gathered professionals from diverse sectors such as retail, travel, services, grocery, and healthcare. Participants delved into specific customer touchpoints, such as the ‘Fitting Room’ and ‘Coffee Shop’ experiences. 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 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

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

InMoment XI

OCTOBER 24, 2024

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.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

InMoment XI

OCTOBER 30, 2024

Here’s a quick breakdown of customer expectations by category: Health insurance customer experience : Customers expect easy access to healthcare networks. It improves customer satisfaction across all touchpoints. It can greatly enhance customer satisfaction during critical touchpoints across the customer journey.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

InMoment XI

DECEMBER 17, 2024

Another important aspect of this role is that it determines the best way to collect, analyze, and act on the voice of customer data at key touchpoints across the customer journey.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

InMoment XI

OCTOBER 17, 2024

Healthcare Questionnaire How satisfied were you with the quality of care provided by our doctors and nurses? Send surveys after key touchpoints, like a product purchase, customer support interaction, or cancellation of a service, to collect feedback while the experience is still fresh for the customer. Luke’s Medical Center St.

Feedback 195

Feedback Insights Customers Banking 195

InMoment XI

OCTOBER 29, 2024

Customers appreciate ease at every touchpoint of their journey. This will help you make data-driven decisions to improve the customer experience across all touchpoints. 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!

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

InMoment XI

SEPTEMBER 16, 2024

Patient feedback is the opinions, reviews, and thoughts that healthcare organizations gather from their patients. From the healthcare contact center to the doctor’s diagnosis, each step of the patient journey presents an opportunity to learn about patient expectations and behavior. Why is Patient Feedback Important?

Feedback 195

Feedback Healthcare Hospitality Consulting 195

Customer Bliss

JUNE 20, 2017

These conversations snowball into other departments, i.e. people from Operations coming to her and saying “I’d love to talk about this touchpoint over here…” More conversations = more buy-in = better for you in the long run.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

InMoment XI

DECEMBER 10, 2024

These insights enable you to personalize interactions and improve weak touchpoints. Fill out the calculator below to reveal how much ROI you can get from utilizing InMoments platform: Calculate your business’s ROI using InMoment’s VoC tools.

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

InMoment XI

OCTOBER 25, 2024

It’s important to deliver a consistently positive customer experience across all touchpoints. Try the ROI calculator below and see the impact for yourself! Calculate your business’ ROI using InMoment’s reputation management tools.

Feedback 195

Feedback Management Social Media 2024 195

TechSee

DECEMBER 11, 2024

Many businesses embraced omnichannel solutions, with journey orchestration tools improving engagement and reducing friction across touchpoints across 2024. To be fair, this is a trend that has been predicted as eminent for at least a decade. Outcome : Progress at last! Outcome : Partially accurate.

2024 109

2024 2025 Omnichannel Social Media 109

BirdEye

MAY 4, 2021

It’s an age of quick and seamless experiences all around — with one exception: healthcare. Studies show that 71% of patients are “frustrated” with their healthcare experiences. What’s holding the healthcare industry back? They’ve come to expect similar levels of service from their healthcare providers as well.

Healthcare 105

Healthcare Marketing Social Media Insurance 105

InMoment XI

NOVEMBER 13, 2024

Pulling unstructured data from different sources helps you build a comprehensive dataset covering every touchpoint in the customer journey. This can include CRM data, social media, call center logs, service requests, and chat messages. The next step is to clean and preprocess the data to ensure consistency.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

Kustomer

JULY 19, 2021

Healthcare is a sensitive topic for a lot of Americans. We all want to be healthier and have a better quality of life, but unfortunately customer service in healthcare has one of the worst reputations , and people want to veto the experience all-together. Why Customer Service in Healthcare Is Important.

Healthcare 98

Healthcare Customer Service Hospitality Insurance 98

Call Experts

JANUARY 8, 2020

Now more than ever, it's relevant to understand and optimize your customer touchpoints. Understand and Optimize your Unique Customer Touchpoints. Benefits of a Call Center: Healthcare and Medical Practice. According to Forbes , "customer-centric companies are 60% more profitable than companies that don't focus on customers."

Touchpoint 78

Touchpoint Contact Center Call Center 2018 78

BirdEye

JUNE 7, 2024

Why should healthcare providers care about the patient experience? Going to the doctor, getting a prescription, scheduling surgery, or even visiting the emergency room—each of these experiences, and many more—shapes a patient’s experience with your healthcare practice. To understand these experiences you need patient survey software.

Healthcare 64

Healthcare Feedback Touchpoint Financial 64

Clarabridge

SEPTEMBER 1, 2015

According to Aetna, 22 million people are expected to purchase individual healthcare coverage in 2016. How can healthcare insurance providers position themselves to be the chosen provider among these individuals? In the past, few people questioned where to get their health insurance—healthcare insurance companies had the advantage.

Insurance 73

Insurance Healthcare CEM Call Center 73

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

Thematic

APRIL 3, 2025

”​ Industries like retail, healthcare, finance, and SaaS are leading the charge. In healthcare, predictive analytics is being applied to monitor patient risk, predict medication needs, and guide care pathways. Moreover, text analytics aids in fraud detection within healthcare systems.

Marketing 62

Marketing 2030 E Commerce Social Media 62

Experience Investigators by 360Connext

AUGUST 11, 2020

Ensure that the brand promise is built into every interaction, transaction, and touchpoint. Ensure that the brand promise is built into every interaction, transaction, and touchpoint. Take the time to understand customers. Bring the customer and her voice into every discussion, decision, and design. Ingrid Lindberg.

Brands 271

Brands Touchpoint Customers Healthcare 271

InMoment XI

OCTOBER 4, 2024

From visiting your Instagram page to buying your product, each touchpoint along a customer’s journey contributes to their feelings about your brand and what it offers. Customer Experience Management (CXM) Definition CXM, on the other hand, focuses on improving the overall customer experience beyond just transactional touchpoints.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 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. How to Improve Customer Experience in Healthcare In order to improve customer experience in healthcare, you need to make it easier for patients to engage with your practice.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

CSM Magazine

APRIL 10, 2025

Example: A healthcare providers AI assistant schedules doctor appointments while considering both patient and clinic availability. Step 1: Identify Areas for Automation Analyze customer touchpoints to pinpoint where automation will have the greatest impact. Appointment Scheduling Forget the back-and-forth emails.

E Commerce 52

E Commerce E-support Books Healthcare 52

InMoment XI

OCTOBER 31, 2024

They serve as vital indicators for your customer experience KPIs , enabling you to track and enhance success across touchpoints. Customer Experience Metrics ​​Call center metrics are essential to a holistic CX strategy. These follow-up actions could include transferring, escalating, or returning the call later.

Call Center 195

Call Center Metrics Contact Center Customer Service 195

Thematic

FEBRUARY 24, 2025

Analyze customer interactions across multiple touchpoints. Analyze Customer Interactions Across Multiple Touchpoints Customers today engage with businesses across multiple channels. They need conversational analytics or customer review analysis to help track, analyze, and personalize interactions seamlessly across all touchpoints.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

Hello Customer

APRIL 8, 2020

Setting up a new Hello Customer touchpoint is just a matter of hours. If there's one industry where things have to go fast, it's healthcare. It's pretty daunting having to go to the hospital now, so our healthcare customers have changed their communication procedures, focusing on putting patients at ease and making them feel safe.

Healthcare 87

Healthcare Feedback Hospitality Effort Score 87

SurveySparrow

AUGUST 14, 2023

Picture this scenario: A patient walks into a healthcare facility, not merely seeking medical attention but yearning for empathy, efficient communication, and a seamless experience from start to finish. As the healthcare industry witnesses this paradigm shift, the significance of customer experience in medical terms has never been greater.

Healthcare 52

Healthcare Customer Experience Books Feedback 52

TechSee

JUNE 10, 2021

Far more than simply being a tool to help your staff see what the customers see, Visual Assistance can guide the customer across many touchpoints, from onboarding, unboxing, setup, and troubleshooting to operational guidance, maintenance, and repair. Visual assistance has many more use cases than organizations realize.

Innovation 207

Innovation 2025 Transportation Consumers 207

InMoment XI

JULY 1, 2024

For example, predictive analytics in healthcare enhances patient care by anticipating readmissions and improving diagnostic accuracy. This allows healthcare organizations to proactively manage patient outcomes, allocate resources more efficiently, and implement targeted interventions that reduce hospital stays and associated costs.

Social Media 195

Social Media Healthcare Retail Insights 195

Interactions

JULY 1, 2021

Why should hospitals and healthcare organizations care about patient experience? At its core, healthcare is about serving people. These touchpoints have an equal ability to influence the perception of the entire organization. Putting the care back into healthcare. Healthcare is complicated. Improving margins.

Healthcare 62

Healthcare Hospitality Contact Center Customer Journey Mapping 62

SurveySparrow

JUNE 30, 2024

But healthcare reputation management is actually a crucial area for hospitals, clinics, and doctors – one that is very much within their control. What is healthcare reputation management? 83.23% of patients require a 4-star rating to even consider a healthcare provider. The benefits of healthcare reputation management 1.

Healthcare 52

Healthcare Management Hospitality Social Media 52

Experience Matters

JANUARY 20, 2015

EMC Corporation, Texas NICUSA, The Results Companies, and TouchPoint Support Services. TouchPoint Support Services. TouchPoint Support Services streamlines support services within healthcare facilities. Finalists are Activision Customer Care, Aetna, Crowe Horwath LLP, Dell Inc.,

2015 108

2015 Customer Connectedness 2014 Net Promoter Score 108