CX University

JANUARY 10, 2025

In the ever-evolving landscape of healthcare, technological advancements are often celebrated for improving outcomes and efficiencies. The answer may lie in understanding patient experiences through tools like the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS).

Healthcare 40

Healthcare Technology Self Service Hospitality 40

BirdEye

SEPTEMBER 26, 2023

The past few years have seen a tremendous increase in digitalization in the healthcare industry. The use of Artificial Intelligence (AI) in healthcare industries helps businesses streamline patient management, sales processes, appointments, and improve overall patient experience. Table of contents What is AI in healthcare?

Healthcare 111

Healthcare Hospitality Social Media Wait Times 111

ReviewTrackers

MARCH 9, 2020

The growing number of healthcare review platforms like Zocdoc gives medical practices an online presence. Having an online footprint is essential, especially in the healthcare industry.Data shows that only 5 percent of healthcare providers consider themselves as digital-first organizations. How To Claim Your Practice on Zocdoc.

Healthcare 102

Healthcare Wait Times Hospitality Social Media 102

Inbenta

NOVEMBER 3, 2022

There’s no denying it: the healthcare industry is experiencing rapid changes and advancements in technology every year. In fact, an extensive study by Verified Market Research showed that the healthcare chatbot’s market size is currently valued at USD 194.85 What is a Healthcare Chatbot? The healthcare industry is no different.

Healthcare 96

Healthcare Chatbots Self Service Hospitality 96

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 Chatbots Multi-Channel Insurance 52

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 Strategy Marketing Social Media 105

Comm100

NOVEMBER 2, 2020

Cutting wait time, reducing operational costs, and improving conversions are just some of the customer service superpowers already enabled by AI. Industry: Healthcare. One of the best chatbot examples is from the healthcare industry. Chatbot Solutions Can Literally Save Lives . Industry: B2B. And in December 2019?

Chatbots 180

Chatbots Examples Customer Service Banking 180

BirdEye

MAY 31, 2024

Many healthcare businesses face the challenge of converting prospective inquiries into regular patients. One effective solution is to implement healthcare-oriented webchat systems, which can help overcome these challenges and improve patient conversion rates. This improves the onboarding process and helps you outshine your competitors.

Healthcare 75

Healthcare Tools Multi-Channel Omni-Channel 75

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 Software Survey Customer Journeys 64

NICE inContact

OCTOBER 15, 2019

Wait Time: By shortening the Average Handle Time on your interactions, your agents can take the next interaction sooner, shortening the time customers wait to speak to an agent. Plus, if you use your CRM data to identify customers who should be routed to self-service options, their wait time is eliminated entirely.

Contact Center 24

Contact Center CRM Contact Center Software Self Service 24

Thematic

JANUARY 21, 2025

For example, a restaurant chain could use text analytics to identify that customers frequently complain about wait times at specific locations. It’s about exploration—finding keywords, phrases, or connections you didn’t know existed. This insight would greatly help them make targeted improvements.

Analytics 62

Analytics Data Social Media Analysis 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. They’re not satisfied. Truly Understand Patients.

Healthcare 62

Healthcare Net Promoter Score Hospitality Social Media 62

InMoment XI

DECEMBER 13, 2024

Monitoring Real-Time Performance A dashboard provides live data on aspects like call availability and agent efficiency. This real-time data collection enables immediate improvements where necessary. It visualizes how certain metrics change over time to help teams make informed decisions. It highlights areas of improvement.

Call Center 195

Call Center Contact Center Social Media Effort Score 195

ReviewTrackers

AUGUST 17, 2018

The growing number of healthcare review platforms like Zocdoc gives medical practices an online presence. Having an online footprint is essential, especially in the healthcare industry. Data shows that only 5 percent of healthcare providers consider themselves as digital-first organizations. How To Claim Your Practice on Zocdoc.

Connections 56

Connections Healthcare Wait Times Hospitality 56

BirdEye

MARCH 6, 2025

Healthcare: AI chatbots can streamline healthcare operations by expediting appointment scheduling, answering patient inquiries, and even providing post-treatment follow-ups. For instance, hospitals that have implemented chatbots have reported a 50% drop in patient wait times, resulting in improved efficiency and patient satisfaction.

Chatbots 52

Chatbots Customer Engagement Engagement Marketing 52

West Monroe

OCTOBER 12, 2023

Healthcare organizations have become a prime target for malicious cyberattacks that have surged in recent years—and only show signs of increasing. Security of medical devices and ransomware top the list of concerns for healthcare IT security professionals, according to a Ponemon Institute survey. Vulnerabilities run the gamut.

Healthcare 52

Healthcare Hospitality Insurance Government 52

West Monroe

APRIL 23, 2024

Across the healthcare industry, leaders and analysts can’t seem to stop talking about a crisis with no immediate solution: a severe shortage of nurses. With an aging patient population whose demand for healthcare services is only projected to grow, how can the industry prevent this problem from spiraling out of control?

Healthcare 52

Healthcare Financial Hospitality Innovation 52

Call Experts

JUNE 5, 2019

There is a connection between employee experiences and customer experiences. Employee experiences are connected to customer experiences. Benefits of a Call Center: Healthcare and Medical Practice. Your customers, old and new, will experience exceptional service and shorter wait times. More Blogs Menu.

Employee Experience 60

Employee Experience Connections Customer Experience Call Center 60

CX University

JANUARY 2, 2025

How do we create emotional connections that last a lifetime? Disney also trains its frontline cast members, to proactively address potential valleys, such as long wait times. The focus is on achieving connection and intimacy with customers. What skills should employees possess to be masters of change? Yes, a lifetime!

Customer Journeys 52

Customer Journeys Customer Centricity Culture Innovation 52

AWS Machine Learning

SEPTEMBER 14, 2023

Internal question and answer forums can help users get highly specific answers but also require longer wait times. In the case of company-specific internal FAQs, long wait times result in lower employee productivity. Question and answer forums are difficult to scale as they rely on manually written answers.

Insurance 121

Insurance Guidelines Healthcare Policies 121

West Monroe

AUGUST 22, 2022

Patients have historically had little to no visibility into the cost of healthcare services prior to those services being rendered. If a consumer can track every step of their pizza after it’s been ordered or see the wait time for their haircut, why can’t they do the same with their eyeglasses?

Insurance 52

Insurance Healthcare Ecommerce Retail 52

Comm100

JUNE 12, 2023

Chatbots can produce automated responses to frequently asked questions, reducing the wait time and cost of hiring a customer service agent to respond to customer inquiries. For industries where sensitive and potentially vulnerable information may be exchanged, such as the healthcare industry, this is even more significant.

Chatbots 130

Chatbots Customer Experience Healthcare Software 130

SurveySensum

MARCH 12, 2025

It connects the dots between different variablesbreaking down customer feedback by flight number, region, airport, and even service type. With the help of cross-tabulation, you can spot trends, connections, and patterns that might not be clear from unprocessed survey results right away. Which flights? Which routes? Lets decode it.

Analysis 52

Analysis Survey Airlines Net Promoter Score 52

InMoment XI

SEPTEMBER 25, 2024

However, for businesses—especially those in finance, healthcare, and legal sectors—NLP has long been essential for processing large amounts of unstructured data. So, they turned to InMoment for a solution to empower, not replace, their human operators using NLP in healthcare. This reduces wait times and boosts customer satisfaction.

Data 195

Data Social Media Net Promoter Score Analysis 195

Gainsight

MARCH 31, 2020

In this guide for healthcare products, we’ll show you how to use in-app engagements to cut through the noise and effectively communicate information to your end users when time is of the essence. This has affected everyone, especially healthcare workers and the technology they use every day. What Is an In-App Engagement?

Healthcare 52

Healthcare How To Communication Engagement 52

AWS Machine Learning

OCTOBER 10, 2023

Cross-device FL trains a common global models by keeping all the training data locally on a large number of devices, such as mobile phones or IoT devices, with limited and unstable network connections. In healthcare, FL has been used to predict mortality of hospitalized patients based on electronic health records from multiple hospitals.

Healthcare 118

Healthcare Training Hospitality Telecommunications 118

West Monroe

OCTOBER 12, 2023

Healthcare organizations have become a prime target for malicious cyberattacks that have surged in recent years—and only show signs of increasing. Security of medical devices and ransomware top the list of concerns for healthcare IT security professionals, according to a Ponemon Institute survey. Vulnerabilities run the gamut.

Healthcare 40

Healthcare Hospitality Insurance Government 40

BirdEye

OCTOBER 4, 2022

Choosing a healthcare provider requires a lot of trust from a patient. Whether you are a single healthcare provider or a multi-location medical practice, your online reputation can determine if a patient chooses you or a competitor with a better online presence. What is doctor reputation management?

Management 98

Management Social Media Healthcare Effort Score 98

ShepHyken

NOVEMBER 2, 2018

It’s estimated that by 2022, the banking and healthcare sector will make savings of up to $8 billion with chatbot usage. AI chatbots have been used in online retail websites as well as in healthcare, financial institutions and even in the government. Say goodbye to waiting times for a customer’s queries to be answered.

Chatbots 93

Chatbots Customer Journeys Customer Experience How To 93

ReviewTrackers

FEBRUARY 13, 2019

The website Vitals.com lists over 1 million doctors in its database, plus over 9 million ratings and reviews, making it a definitive source for the healthcare community. This may trigger a desire to remove or delete Vitals reviews — especially given their undeniable impact on the decision-making process of healthcare consumers.

How To 69

How To Healthcare Policies Insurance 69

West Monroe

AUGUST 22, 2022

Patients have historically had little to no visibility into the cost of healthcare services prior to those services being rendered. If a consumer can track every step of their pizza after it’s been ordered or see the wait time for their haircut, why can’t they do the same with their eyeglasses?

Insurance 40

Insurance Healthcare Ecommerce Retail 40

Magellan Solutions

DECEMBER 7, 2022

How many times have you heard that the Internet has changed the world in big ways? Like many other things, healthcare also changed. It lets people who need medical care talk to their healthcare providers from the comfort of their own homes. Reduced waiting times and transportation costs are also advantageous to patients.

Healthcare 75

Healthcare Insurance Hospitality Consulting 75

ReviewTrackers

FEBRUARY 19, 2019

One of the most effective healthcare marketing strategies today is asking patients for reviews of their providers. Vitals also found that 51 percent of people check reviews to assess their physicians and healthcare providers. According to research , 81 percent of patients are not satisfied with their healthcare experience.

Healthcare 62

Healthcare How To Hospitality Effort Score 62

Call Experts

FEBRUARY 19, 2020

Improving this experience is about developing an emotional connection to create a brand perception of your company. The way your customers feel after interacting with your business's support program is going to foster a connection for the future. Employee experiences are connected to customer experiences. Customer Loyalty.

Self Service 80

Self Service Customer Experience Customer Journeys Contact Center 80

Call Experts

DECEMBER 12, 2019

Consumers can be demanding, and at this time of year, their needs should be at the forefront of every business owner's mind. For too many customers, this also means longer wait times. This helps us forecast our holiday traffic trends and understand which days and weeks will most likely hit peak times in call volume.

Contact Center 69

Contact Center Call Center Customer Journeys Conference 69

Call Experts

JANUARY 8, 2020

Make sure your customer support channels are more responsive, providing customers an opportunity to love staying connected to you. Employee experiences are connected to customer experiences. Benefits of a Call Center: Healthcare and Medical Practice. More Blogs Menu. Understand and Optimize your Unique Customer Touchpoints.

Touchpoint 78

Touchpoint Self Service Customer Journeys Contact Center 78

NobelBiz

JULY 25, 2023

Customer Interaction Analytics is like having a superpower that allows us to listen, understand, and connect with our customers on a whole new level. It’s like having a secret map that guides us to deliver top-notch service and build genuine connections.

Interaction 98

Interaction Analytics Call Center Contact Center 98