Experience Investigators by 360Connext

JUNE 8, 2021

Keeping your finger on the pulse of change means looking ahead, and it means getting the support and leadership buy-in you need to act on it. Several years ago, Cisco released a report about what healthcare providers and consumers want in healthcare. Healthcare is no different.

Customer Journeys 271

Customer Journeys Healthcare How To Video 271

InMoment XI

DECEMBER 17, 2024

Benefits of Having A Customer Experience Manager Employing a dedicated customer experience manager can profoundly enhance your organization by providing a singular leadership point for the entire customer experience program.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Customer Bliss

SEPTEMBER 27, 2016

Welcome Jennifer LeMieux of Gaffey Healthcare. The payment engine in healthcare – episode overview. Jennifer is Chief Customer Officer at Gaffey Healthcare. Once the risk and reference categories were assessed out according to the 10-point scale, the results were shared with the leadership team. About Jennifer.

Healthcare 100

Healthcare Chief Customer Officer Hospitality Leadership 100

AWS Machine Learning

SEPTEMBER 12, 2024

The solution presented in this post not only enhances the member experience by providing a more intuitive and user-friendly interface, but also has the potential to reduce call volumes and operational costs for healthcare payers and plans. Use the result_dataset containing healthcare claims data to answer the user_question.

Healthcare 130

Healthcare Insurance Data Examples 130

ECXO

JULY 10, 2024

In healthcare, a single heart rate measurement is insufficient without considering other factors like activity level. Effective leadership requires leveraging real-time service data and AI to understand the customer journey and sentiment upfront. In customer experience (CX), metrics like CSAT and CES face similar limitations.

Metrics 374

Metrics Analysis Feedback NPS 374

AWS Machine Learning

NOVEMBER 26, 2024

Challenges in deploying advanced ML models in healthcare Rad AI, being an AI-first company, integrates machine learning (ML) models across various functions—from product development to customer success, from novel research to internal applications. Healthcare applications make some of the usual AI complexities more challenging.

Healthcare 110

Healthcare System Innovation Study 110

Customer Bliss

MAY 30, 2017

Claudiu brings 15 years of customer-centric leadership from multiple industries, including financial services, healthcare, and strategy consulting, and is a published expert in the field of customer experience.

Financial 121

Financial Banking Healthcare Leadership 121

Customer Bliss

JULY 23, 2019

Monkeying Around with Healthcare. Healthcare is one industry that delivers a lot of those monkeys. We are often left to our own devices to ensure that all of our healthcare records, for example, travel with us as we move to different healthcare providers. They work to remove the monkeys off customers’ backs.

Healthcare 173

Healthcare Chief Customer Officer Travel Video 173

Customer Bliss

JUNE 22, 2020

These conversations span across a range of industries but tend to have an overarching theme that comes back to the importance of leadership bravery. They’ve included influential authors like Seth Godin and CEOs like Leslie Stretch. They were focused on the well-being of all of their stakeholders because they’re all connected.”

Leadership 200

Leadership Healthcare Feedback Culture 200

ShepHyken

MARCH 24, 2025

Why Every Business Should Borrow This Key Strategy from Subscription Services by Brad Olson (Entrepreneur Media) Subscription models are redefining the patient experience by focusing on access, personalization and seamless customer experiences offering powerful lessons for businesses across all sectors, including my own within healthcare at large.

Customer Service 74

Customer Service Healthcare Loyalty Video 74

Customer Bliss

APRIL 10, 2020

It is part of what I think will really indicate for us, as consumers, for the healthcare community, and for your employees the fact that you are really recognizing and understanding what’s important. So here is the important thing about this, which is the ability to turn, to adapt, and to be human—all in one fell swoop.

Healthcare 311

Healthcare Financial Video Consumers 311

Customer Bliss

MARCH 18, 2020

Here are 3 areas of leadership and humanity to consider for your business now: 1. In service industries where people have to show up, such as healthcare, retail and hospitality, delivering peace of mind that you are elevating care for their physical well-being is the highest message of “we care.” Show Your Kindness.

Financial 215

Financial Healthcare Policies Hospitality 215

ECXO

JULY 30, 2024

The Heartbeat of a Customer-Centric Organization – Part 2 In the first part of this article, we talked about Servant Leadership, its core principles, and the positive impact it can have on the organization. This harmonious combination lays the foundation for exceptional leadership.

Customer Centricity 207

Customer Centricity Leadership Customer Satisfaction Culture 207

Customer Bliss

JANUARY 4, 2019

Alan shared the unique situation that placed him in this position at Cedars-Sinai, his prior experience in the healthcare industry, and the extensive work he’s done to define his newly created role. Healthcare is Complex, Try to Understand the Big Picture. Be Strategic and Operational When Preparing for Change.

Hospitality 141

Hospitality Healthcare Customer Experience Chief Customer Officer 141

TechSee

MARCH 7, 2023

Carol’s tireless advocacy for pay equity, leadership in trying times (cold supply chain anyone?), She combines expertise in operations management, finance, customer operations, strategy development and execution, complex problem solving, and large organization leadership with complex negotiation, analytical, and interpersonal skills.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Comm100

NOVEMBER 2, 2020

Industry: Healthcare. One of the best chatbot examples is from the healthcare industry. There are so many ways that healthcare organizations can use chatbots to automate customer support for clients and patients. Take a look at this slideshare for more inspiration – Top 15 Use Cases for Chatbots in Healthcare.

Chatbots 210

Chatbots Examples Customer Service Banking 210

Customers That Stick

OCTOBER 23, 2014

I’d like to take a moment to tell Customers That Stick™ readers about the 25 th annual Compete Through Service Symposium ( online brochure ) put on by the Center for Services Leadership at Arizona State University’s W.P. Restoring humanity to healthcare: the key to driving loyalty and growth. Carey School of Business.

Conference 128

Conference Leadership Customer Service Training Healthcare 128

Customer Bliss

NOVEMBER 29, 2018

In addition to understanding the customer’s POV, she also met with executive leadership to understand their individual perspectives and pain points. How do you do this and engage customers as a healthcare provider? Antoinette focused on creating a culture shift to that of person-centeredness.

Chief Customer Officer 195

Chief Customer Officer Handbook System Engagement 195

Customer Bliss

SEPTEMBER 19, 2019

Additionally, Lisa looked at data, talked to a lot of people, met with leadership, frontline staff, and patients and families, to understand their point of view. CX #leadership #healthcare Click To Tweet. CX #healthcare Click To Tweet. Connect, Partner, and Reflect. Pair Human-Centered Design and Lean Management.

Communication 135

Communication Hospitality Healthcare Customer Journeys 135

Talkdesk

MARCH 3, 2021

Talkdesk Research focuses on delivering industry-leading thought leadership on customer experience. The Patient Experience (PX) Revolution in Healthcare represents the second report in a series on how experiences are evolving across industries. Patients expect more from their healthcare providers. And the stakes are rising.

Healthcare 66

Healthcare Contact Center Call Center Report 66

TechSee

JANUARY 25, 2023

Jon has been with KONE Americas for over 16 years, and serves on the Americas Leadership Team. Paul has more than twenty years of experience in enterprise software, with leadership roles in several areas fundamental to field services, such as mobile (Nokia), location intelligence (HERE Technologies), and data management (Endeca).

Management 41

Management Automotive Leadership Effort Score 41

Experience Investigators by 360Connext

FEBRUARY 3, 2020

A healthcare provider offered free classes with chefs and nutritionists to help patients with diabetes. It’s definitely a larger commitment and getting buy-in from top leadership may require some work, but all my consulting clients would agree it’s well worth it. Think outside the box.

Training 197

Training Course How To Healthcare 197

ECXO

JUNE 20, 2023

As Forbes explained, IBM’s purpose today ‘is to use its technological smarts to help make the planet work better in areas like healthcare, education, environmental causes, and other areas of critical need’ It’s ‘People for a Smarter Planet’ project is a good example of how a brand brings its purpose to life.

B2B 367

B2B Brands Innovation Government 367

Customer Bliss

MARCH 1, 2018

In today’s episode, I speak with Alan Dubovsky , Chief Patient Experience Officer at Cedars-Sinai , who talks about how a hospital stint in his youth led to a lifelong obsession with healthcare; specifically, how you get doctors, nurses, and employees to work together.

Hospitality 154

Hospitality Healthcare Customer Journeys Survey 154

InMoment XI

OCTOBER 8, 2024

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. Here are three main things you can do to improve the healthcare customer experience. This will help secure resources and drive organizational alignment.

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

AWS Machine Learning

MARCH 15, 2024

However, the sharing of raw, non-sanitized sensitive information across different locations poses significant security and privacy risks, especially in regulated industries such as healthcare. He has supported customers across a variety of industries, including energy, retail, manufacturing, healthcare, and life sciences.

Healthcare 128

Healthcare Training Leadership Data 128

AWS Machine Learning

MARCH 18, 2025

Hippocratic AI is an AI company that develops the first safety-focused large language model (LLM) for healthcare. This capability is essential across sectors like healthcare, finance, and autonomous systems, where timely, accurate AI inferences are critical.

Innovation 112

Innovation Training Resources Healthcare 112

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

CSM Magazine

NOVEMBER 11, 2024

Diverse Career Opportunities: Customer service managers can work in a wide range of industries, from retail and hospitality to finance and healthcare. Competitive Compensation: Customer service managers often earn competitive salaries, with the median annual wage in the United States being $54,500 as of 2020.

Tips 52

Tips Customer Service Management Contact Center 52

Lumoa

OCTOBER 24, 2023

Promoting practices that prioritize the health of employees and customers alike is essential for every company, not just those that work in healthcare. Health Being in good physical and mental health is the bedrock of happiness. Autonomy Giving employees a degree of control over their actions lets them feel empowered.

Competitive Advantage 195

Competitive Advantage Customer Experience Net Promoter Score Effort Score 195

Clarivate

MARCH 10, 2022

Bill reports to Chief Technology Officer Stefano Maestri and is a member of the Clarivate Executive Leadership Team. Under Bill’s leadership, we are confident that we will reach new heights in developing solutions to further delight our customers and colleagues. Learn more about our Executive Leadership Team here.

Leadership 98

Leadership Healthcare Software Technology 98

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

Think Customers

APRIL 10, 2025

Businesses across every vertical from retail to banking, healthcare to high tech and travel might want to take a cue from fraudsters. In a word: Data. Scammers have been very successful at account takeovers (up 56%) and chargebacks (up 78%) in the past year, thanks to the robust data sets they are exploiting.

Data 52

Data Travel Healthcare Banking 52

InMoment XI

APRIL 18, 2023

The team used to run smaller events for different business units, but they soon realized it would be more valuable to bring together all the silos of the organization—marketing teams, senior leadership teams, data teams, employee experience teams, product teams, and, of course, the customer experience team under one roof.

ROI 195

ROI Insurance Tips Healthcare 195

Customer Bliss

MAY 10, 2019

Scott previously held leadership positions for 30 years within the Life Sciences & Healthcare sector and Technology sector. Leadership from a people development and personal growth perspective is important to Scott, helping others develop themselves and their careers in a large enterprise environment.

Customer Focused 31

Customer Focused Chief Customer Officer Social Media Leadership 31

CSM Magazine

DECEMBER 1, 2022

Healthcare customer care differs from traditional customer service (for industries such as insurance, banking, and utilities) but they share certain fundamental elements: Both are designed to enhance the customer experience by providing support when needed, with the goal of deepening loyalty. Proactive outreach. Product recall support.

Healthcare 52

Healthcare Customer Care Omni-Channel Self Service 52

Customer Bliss

OCTOBER 25, 2018

You’ll hear an excerpt from Vishal Bhalla , VP and CXO of Parkland Hospital , whose 2-year journey with hospital visits inspired him to serve and become a leader in healthcare. His team was united in a vision and all had a desire to work together, which is one of the first steps in CX transformation — uniting leadership.

System 162

System Hospitality Customer Experience Guest Experience 162