CSM Magazine

NOVEMBER 1, 2022

Zenarate , the leading Simulation Training solution, today announced the release of the Consumer Edition of the 2022 CX Leaders Trends & Insights report. Zenarate partnered with Execs In The Know to gather current consumer preferences and perceptions related to customer service and customer experience channels.

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2022 Consumers Insights Telecommunications 52

BirdEye

JANUARY 25, 2024

To grasp the full scope of this transformation, Birdeye explored the insights and experiences of over 130,000 businesses throughout 2023. In this blog, we’ll unwrap the latest trends, insights, and strategies, providing a comprehensive look into the transformative power of Google Business Profiles for businesses of all sizes.

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2024 Insights Automotive Hospitality 58

InMoment XI

JANUARY 18, 2022

InMoment’s Strategic Insights Team collected data from both consumers and employees of brands across North America from 11 different industries including retail, financial services, entertainment, grocery, healthcare, hospitality, insurance, restaurants, and more. About the 2022 Experience Trends Report.

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2022 Measurement Entertainment Hospitality 493

BirdEye

JANUARY 25, 2024

To grasp the full scope of this transformation, Birdeye explored the insights and experiences of over 150,000 businesses throughout 2023. In this blog, we’ll unwrap the latest trends, insights, and strategies, providing a comprehensive look into the transformative power of Google Business Profiles for businesses of all sizes.

2024 52

2024 Insights Automotive Hospitality 52

Forrester's Customer Insights

APRIL 30, 2024

Healthcare consumers’ expectations for easier, faster, retail-like experiences are not fading away. It is no longer enough to offer a digital front door alone — healthcare organizations must intercept consumers and customers as they navigate an increasingly complex and diverse healthcare ecosystem.

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Healthcare 2024 Customer Experience Retail 31

CSM Magazine

DECEMBER 1, 2022

Customers of health-related products—such as over-the-counter medicines, dietary supplements, nutraceuticals, medical devices, wearables, and animal health products—typically have higher expectations of manufacturers than do users of other types of consumer products. Proactive outreach. Product recall support. Ability to Escalate.

Healthcare 52

Healthcare Customer Care Document Insurance 52

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. Studies show that 71% of patients are “frustrated” with their healthcare experiences. We call this process Experience Marketing.

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Healthcare Marketing Social Media Insurance 105

BirdEye

FEBRUARY 15, 2024

With an overwhelming 68% of consumers letting reviews guide their choices, enterprises must know the pulse of the market to craft a stellar reputation. In this blog, we’ll delve into the latest online review trends, insights, and strategies to help you paint a detailed picture of consumer behavior and use it to your advantage.

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2024 Automotive 2023 Healthcare 110

Talkdesk

NOVEMBER 24, 2020

Healthcare consumers today have new and more demanding expectations, forged by Amazon and Uber-like experiences where digital comes first. HCOs must become more consumer oriented. In the wake of COVID-19, providing patient-centered care and a more consumer-like patient experience is critical for HCOs.

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Consumers Healthcare Contact Center Call Center 101

Customer Bliss

MARCH 9, 2018

I’ve noticed that within this collection of interviews, quite a few of my guests have represented the healthcare industry. For those of you seeking to gain tips and insight on what CX in the healthcare industry looks like, here are a few podcast episodes you should listen to. Click To Tweet. Find original show notes here.

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Healthcare Hospitality Customer Experience Chief Customer Officer 118

BirdEye

APRIL 27, 2021

Healthcare has taken center stage in recent years and medical businesses with a marketing plan recognize the important role patient reviews play in accelerating growth. In fact, nearly 85% of healthcare practitioners say they proactively check online reviews. Reviews build trust with consumers.

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Healthcare Management Customer Experience Management Consumers 98

Experience Investigators by 360Connext

JUNE 8, 2021

It might be easy to dismiss that if you are in a business that serves other businesses instead of individual consumers. Now that you have an idea of what lies ahead, what can you do with these insights? Several years ago, Cisco released a report about what healthcare providers and consumers want in healthcare.

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Healthcare Customer Journey Mapping Customer Journey 2013 271

Interactions

JULY 1, 2021

Why should hospitals and healthcare organizations care about patient experience? At its core, healthcare is about serving people. Putting the care back into healthcare. Healthcare organizations are often known for their expertise and prestige, not their patient experience. Healthcare is complicated.

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Healthcare Hospitality Contact Center Customer Journey Mapping 62

ReviewTrackers

FEBRUARY 4, 2019

There is a vital shift happening right now in consumer healthcare. People are bringing their technology-fueled expectations to their healthcare experiences, and patients are increasingly demanding innovation in the way care is delivered and managed. Can’t Get No (Patient) Satisfaction. And patients? They’re not satisfied.

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Healthcare Net Promoter Score Hospitality Social Media 62

C Space

APRIL 17, 2020

Healthcare, Now. With healthcare on a crisis footing, disruption of the industry is happening right now. They’re generating insights that are helping our clients understand how the current situation is affecting lives, informing and de-risking decisions about how to address those needs. Healthcare: What’s Now.

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Healthcare Insurance Hospitality Telecommunications 52

NICE inContact

FEBRUARY 24, 2021

The pandemic has rapidly accelerated the “consumerization” of health care—patients behaving more like consumers in their healthcare interactions. In a white paper on key industry insights, Deloitte says the consumer has arrived in the healthcare industry sooner than expected.

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White Paper Consumers Healthcare Contact Center 66

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. The availability of this richer information provides improved customer insight.

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Healthcare Multi-Channel Touchpoint Hospitality 67

NetBase

JUNE 1, 2020

SMWONE was an entirely online event this year and NetBase Quid was an eager participant in a good number of panels, sharing consumer and market intelligence insight. This was arguably the best yet, with industry leaders bringing insight to inform every aspect of effectively running a global enterprise.

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Consumers Marketing Social Media Events 64

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.

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Healthcare 2020 Return on Investment Financial 52

Magellan Solutions

MAY 29, 2021

Many Healthcare BPO are stepping up to the challenge to connect patients and doctors amidst the pandemic. Healthcare leaders are now enlisting the assistance of healthcare BPO support services to help them examine the role of social media in doing busines s. 9 Ways Healthcare BPO Make Use of Social Media.

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Social Media Healthcare Hospitality Call Center 52

Second to None

FEBRUARY 16, 2018

Recently, the powerhouse brand announced a new effort to improve the way they provide their employees with healthcare, sending shockwaves throughout the healthcare industry. And that’s before the behemoth triumvirate (with no healthcare experience) even explained how they will do it. Hold an open house.

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Healthcare Innovation Leadership Voice of Customer 54

Wootric

OCTOBER 19, 2018

In the healthcare industry in particular, where burnout rates have been increasing at alarming rates, monitoring employee sentiment and getting feedback to improve their engagement is crucial. Understanding employee sentiment is a critical responsibility of HR, especially in healthcare. Unlock insight about employee engagement.

Healthcare 58

Healthcare Engagement Feedback Hospitality 58

West Monroe

NOVEMBER 14, 2022

HAP is a subsidiary of Henry Ford Healthcare, a large health system headquartered in Detroit. For this digital data conversation, we are in a very unique position because we can provide a complete view of that healthcare consumer experience. That's just not traditionally how healthcare organizations have operated.

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2022 Healthcare Hospitality Consumers 98

Alida

OCTOBER 10, 2019

The foundation of an excellent healthcare experience is the ability to repeatedly connect with consumers and their families. This connection needs to be transparent, consent-based , and ongoing to uncover insights that allow teams to validate ideas, develop programs, and continually iterate and improve.

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Healthcare Connections Insights Consumers 145

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. I do the things I believe are right, whether or not that’s how it’s always been done.

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Healthcare Hospitality Consumers Financial 26

Forrester's Customer Insights

MAY 21, 2020

Healthcare will remain forever changed by the COVID-19 pandemic. Seemingly overnight, consumer demand shifted to convenient access through virtual care.

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Healthcare Consumers Engagement Customers 59

Forrester's Customer Insights

JUNE 3, 2021

Creating connected, empowered, consumers in healthcare will address three major industry pain points: containing chronic care costs, keeping individuals healthy, and decreasing healthcare inequalities. Healthcare organizations must create cost friendly consumer engagement strategies to reap these benefits.

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Connections Consumers Healthcare Engagement 41

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.

Healthcare 40

Healthcare Insurance 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.

Healthcare 40

Healthcare Insurance Roadmap Call Center 40

TechSee

JUNE 10, 2021

The good news is that the IoT provides businesses and industries with endless opportunities for real-time data-based insights that can help them enhance the CX while streamlining their operations (and reducing truck rolls). . Data analytics also provide a treasure trove of insights to companies who seek to improve or adapt their products.

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Innovation 2025 Transportation Consumers 207

Customer Bliss

JULY 25, 2017

Geeta Wilson is the VP, Consumer Experience – Enterprise Transformation at Humana, where she’s been since late 2013. ” That’s great, but you need to get your hands dirty at points and really develop operation/execution-level solutions, especially those that might give more insight on processes to the other executives.

Healthcare 0

Healthcare 2013 Metrics Loyalty Programs 0

NetBase

JULY 17, 2020

Differentiating your brand requires next level consumer understanding. Specifically, in this piece, we’ll explore the power of: Layering themes for unparalleled depth of insight. Capturing consumer verbatims to see precisely what they love and hate. Capturing consumer verbatims to see precisely what they love and hate.

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Consumers Social Media Insights Brands 52

Alida

SEPTEMBER 22, 2016

Start by clearly defining what your company stands for, developing an understanding of how customers engage with your brand and prioritizing lasting emotional connections with consumers. In a world of choice, consumers need help to simplify their decisions. vpq4rHp8ep #vcsummit pic.twitter.com/if3TXTbFah. broadcast still rocks!

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2016 Innovation Marketing Insights 267

Forrester's Customer Insights

APRIL 3, 2020

Forrester has curated a list of companies that are delivering virtual care services and support for health insurers, healthcare providers, employers, and consumers during the COVID-19 pandemic. From self-triage to virtual care, these services allow healthcare organizations (HCOs) to screen […].

Healthcare 44

Healthcare Insurance Consumers Innovation 44

West Monroe

NOVEMBER 14, 2022

HAP is a subsidiary of Henry Ford Healthcare, a large health system headquartered in Detroit. For this digital data conversation, we are in a very unique position because we can provide a complete view of that healthcare consumer experience. That's just not traditionally how healthcare organizations have operated.

2023 52

2023 Healthcare Hospitality Retail 52

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. They can be used in different scenarios in healthcare, to get the most out of each interaction. Why are patient satisfaction surveys important?

Healthcare 26

Healthcare Demo Financial Hospitality 26

Oracle

FEBRUARY 4, 2021

First, bleachers will appear sparse as only 22,000 fans will be in attendance — and one-third of them will be vaccinated healthcare frontline workers who were gifted tickets by the NFL. It’s how consumers will show up to watch the big game and what they’re doing to prepare that’s pivoting because of the pandemic.

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2021 Consumers Advertising Healthcare 40