CX University

JANUARY 30, 2024

While NPS is a valuable quantitative metric, it should be complemented with qualitative insights to provide the necessary context behind the score. CX University encourages organizations to use NPS to identify areas that need improvement and collect customer insights to understand the reasons behind the scores. Healthcare +36.42

Net Promoter Score 52

Net Promoter Score NPS 2023 2024 52

Forrester's Customer Insights

MAY 23, 2019

We know that better customer experience (CX) in healthcare better engages customers and patients, improves care outcomes, and reduces costs. But there are several factors contributing to lagging CX in healthcare. Healthcare firms […].

Healthcare 52

Healthcare Engagement Customer Experience Customers 52

Lumoa

APRIL 28, 2024

But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? That’s where customer experience platforms come in. They offer you one space where you can collect all the customer feedback, analyze it, report it, and adjust your cx insights strategy by collecting.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

Forrester's Customer Insights

DECEMBER 7, 2022

Healthcare and life sciences companies: Fill out Forrester’s executive survey in exchange for personalized feedback on your state of digital experiences, as well as key industry benchmarks.

Healthcare 26

Healthcare Insights Feedback Technology 26

Forrester's Customer Insights

MAY 28, 2020

Conversely, if you are a healthcare organization (HCO), you likely have had to deploy a self-triage solution to stem […]. If you have needed care over the last couple of months you likely have encountered a self-triage solution.

Healthcare 52

Healthcare User Experience Customer Engagement Engagement 52

Forrester's Customer Insights

AUGUST 8, 2023

Real talk: Healthcare customer experience needs to improve. For example, Forrester’s data shows that 56% of US online adults with health insurance feel that their health insurer should do more to help them understand what healthcare services cost.

Healthcare 26

Healthcare ROI Insurance Financial 26

Forrester's Customer Insights

MAY 21, 2020

Healthcare will remain forever changed by the COVID-19 pandemic. Healthcare organizations must shift their approach for member and patient engagement from reactive to proactive to meet the needs of the new healthcare consumer and ensure future success in a post-pandemic world.

Healthcare 59

Healthcare Consumers Engagement Customers 59

customer sure

NOVEMBER 27, 2023

The CustomerSure systems are proven and tested, but as a company, they are, in my experience, unrivalled in their ability and willingness to develop their product based on input from their customers.” CustomerSure is one of my favourite suppliers to work with (and we have so many suppliers and agencies!)

Customer Satisfaction 62

Customer Satisfaction 2024 Healthcare 2010 62

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.

Healthcare 145

Healthcare Connections Insights Consumers 145

Experience Investigators by 360Connext

APRIL 11, 2023

Related: Does CX Apply in Healthcare, Manufacturing, & other Professional/B2B Industries? Make sure you and your customers are aligned on the meaning of quality before you claim quality is the experience. Defining an experience around a product being “of high quality” is that type of thinking. Quality is great.

Customer Journey Mapping 162

Customer Journey Mapping Banking B2B Definition 162

SurveySparrow

JUNE 28, 2023

The true essence of a personalized customer experience lies in tailoring the individual’s journey with your brand to meet their specific needs and expectations. By tapping into individual preferences and needs, personalization enhances customer satisfaction and boosts loyalty, influencing repeat business.

Customer Experience 52

Customer Experience Healthcare Competitive Advantage E Commerce 52

InMoment XI

NOVEMBER 15, 2023

With 87% of consumers actively avoiding buying from brands they don’t trust, understanding and improving the customer experience has never been more critical. Customer experience analytics is the practice that empowers businesses to do just that. Where Does the Data From Customer Experience Analysis Come From?

Insights 324

Insights E Commerce Customer Experience E-support 324

Forrester's Customer Insights

SEPTEMBER 10, 2019

With 2020 on the horizon, leading healthcare organizations (HCOs) are starting their strategic planning. Forrester’s latest data shows more than half of healthcare purchase influencers are planning new or increased investment in AI tools over the next 12 months.

Healthcare 49

Healthcare 2020 Customer Experience Customers 49

Experience Investigators by 360Connext

APRIL 6, 2015

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. serves as a CX Expert with the Customer Experience Professionals Association and is.

Customer Experience 270

Customer Experience Customer Experience Professionals 2015 Roadmap 270

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

Alida

SEPTEMBER 22, 2016

Giving customers a seat at the decision making table #VCSummit #nswartgallery pic.twitter.com/7kDSYh28fC. Heidi Martin, strategy and insights consultant at Art Gallery of New South Wales, said that CX pros need to drop their preconceptions about the customer journey. Use consumer insight through the product innovation cycle.

2016 267

2016 Innovation Marketing Insights 267

Forrester's Customer Insights

NOVEMBER 28, 2018

The healthcare industry is experiencing some much-needed transformation and disruption. Watch the video below to learn what is in store for the future of healthcare. Looking ahead to next year, we made five bold predictions. Click here to […].

Healthcare 43

Healthcare 2019 Webinar Customer Experience 43

Forrester's Customer Insights

MARCH 12, 2020

Less than 50% of consumers logged into their health insurer or healthcare provider’s website or mobile app in 2019. Despite heavy investments in digital and the customer experience, HCOs are failing to meet customer needs and expectations. This is resulting in poor customer acquisition and retention rates.

Healthcare 39

Healthcare Insurance Engagement 2019 39

SurveySparrow

FEBRUARY 18, 2024

You can block multiple responses, customize landing pages, and prompt agents for follow-ups, enhancing engagement and response rates. Reporting and Analysis Gain actionable insights with the full out-of-the-box reporting suite and real-time mission control dashboard. That’s not it. The best part? 5 Capterra 4.4/5 5 Capterra 4.4/5

2024 52

2024 Multi-Channel E Commerce Tourism 52

Forrester's Customer Insights

JUNE 25, 2018

Disruption is Bringing Much Needed Innovation to Healthcare Disruption is not new to healthcare, but the entrance of established brands from other industries signals a level of disruption that hasn’t been seen before. Healthcare Organizations take note, innovate now or become irrelevant tomorrow.

Healthcare 36

Healthcare Innovation Consumers Brands 36

MyCustomer

JUNE 16, 2023

Leslie Pagel explores the effectiveness of NPS and CSAT in the healthcare industry, arguing that survey-based metrics are becoming obsolete.

NPS 59

NPS Customer Insights Insights Healthcare 59

Forrester's Customer Insights

AUGUST 1, 2022

The top health insurers are holding their Q2 earning calls and their discussions reveal key trends on where the healthcare industry.

Healthcare 26

Healthcare Insurance Innovation Customer Engagement 26

Forrester's Customer Insights

JUNE 21, 2021

Over the last year the healthcare industry flexed its strength and accelerated digital transformation timelines at an unimaginable rate. At this mid-point of 2021, healthcare providers (HCPs) must continue to focus on optimizing their newly adopted and expanded care modalities.

Healthcare 35

Healthcare 2021 Customer Experience Customers 35

Customer Bliss

JUNE 6, 2018

How do you take insights from customers and drive better decision making and better product delivery? This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

ChurnZero

OCTOBER 8, 2021

We may not be saving the world from COVID (the real heroes are in healthcare), but we do try to do our part where we can,” said You Mon Tsang, CEO and Founder of ChurnZero. “We This second annual award celebrates companies that have gone above and beyond to provide strong Corporate Social Responsibility (CSR). “We

2021 98

2021 B2B Healthcare Touchpoint 98

Forrester's Customer Insights

APRIL 15, 2021

For the past 15 years Nuance has been the largest independent speech recognition vendor servicing healthcare and enterprise customer service markets. With this acquisition Microsoft gets serious healthcare chops, an arsenal of conversational AI assets (including […]. in its second largest acquisition after LinkedIn.

Healthcare 35

Healthcare Customer Service Marketing Customers 35

Forrester's Customer Insights

AUGUST 28, 2022

Amazon is shutting down Amazon care in a strategic decision to make the most meaningful disruption in the healthcare space, here is why.

Healthcare 26

Healthcare Consumers Insights Customer Experience 26

Forrester's Customer Insights

APRIL 25, 2019

Healthcare organizations (HCOs) must be customer-obsessed. Forrester recently brought together practitioners from various HCOs across all sectors to discuss the importance of using customer experience (CX) as a strategic differentiator in healthcare.

Healthcare 45

Healthcare Consumers Customer Experience Customers 45

Forrester's Customer Insights

FEBRUARY 19, 2019

There is a customer experience (CX) imperative taking over in healthcare. To drive success, healthcare organizations (HCOs) must be able to understand how good — or bad — experiences are and where to focus improvement efforts.

Healthcare 41

Healthcare Customer Experience Customers 41

BirdEye

NOVEMBER 8, 2023

Potential customers can make informed decisions by reading real-life experiences and insights. You can get comprehensive insights into each business’s offerings, functionalities, user experiences, and satisfaction. Glassdoor Glassdoor is a platform focused on employee reviews and insights about companies.

Travel 58

Travel Hotels Social Media Healthcare 58

Forrester's Customer Insights

MARCH 9, 2020

The story is not only one of gloom and doom — as people take precautions to safeguard against risk and contain threats in this moment, a bigger-picture look at today’s empowered customers reminds us that consumers are more resourceful, […].

Healthcare 50

Healthcare Consumers Customers Customer Insights 50

Experience Investigators by 360Connext

JANUARY 8, 2015

If you sell anything to anyone, you would do yourself a world of good by enlisting mystery shoppers (sometimes called secret shoppers) into your customer insights mix. Retailers, financial services organizations and healthcare practices have all enlisted mystery shoppers to help improve their customers’ experiences.

Customer Experience 284

Customer Experience Feedback Customer Journey Social Media 284

Clarabridge

NOVEMBER 4, 2015

Guest blogger Kim Zieroth is the Senior Customer Loyalty Manager, Analytics, for GE Healthcare. “We This is exactly the kind of thing I love to hear in my role leading the Customer Insights program for GE Healthcare. When you tell your colleagues about your insights is just as important as what you tell them.

B2B 81

B2B Feedback Healthcare Definition 81

Forrester's Customer Insights

NOVEMBER 11, 2020

Healthcare Leaders: Consider Spending Changes In Five Categories Post-COVID-19 The business effects of the COVID-19 pandemic will be with us for years. Different firms and industries, including healthcare, face disparate consumer trends, resource availability, and revenue potential during the pandemic and its aftermath. […].

Healthcare 31

Healthcare Marketing Consumers Customer Experience 31

ShepHyken

SEPTEMBER 16, 2022

Categorization helps to efficiently organize feedback into categories like “Customer Service,” “Price,” “Ease of Use,” and “Features.” Categories are key to producing actionable insights on top of rating questions, such as CSAT score (customer satisfaction),? Another key to efficient categorization is customization.

Feedback 67

Feedback Net Promoter Score NPS Healthcare 67

Lumoa

APRIL 18, 2023

Due to the sheer volume of tools used and data collected, it has become cumbersome and time-consuming—and sometimes near impossible—to generate useful insights at the pace necessary to stay ahead of the competition. All of these data sources are things you can analyze to better understand your customers’ expectations and frustrations.

Customer Experience 83

Customer Experience Management Net Promoter Score Insights 83

CSM Magazine

MARCH 18, 2021

Leveraging customer insights to optimise the customer experience across channels, the online pharmacy is able to help customers assess their conditions quickly, guide them along their path to purchase, and increase conversions, sales, and life-time customer value as a result. We are also.

Customer Experience 52

Customer Experience Omnichannel Entertainment Healthcare 52