InMoment XI

APRIL 24, 2024

In the dynamic landscape of healthcare, where patient care is paramount, the role of healthcare contact centers has emerged as a vital component in ensuring seamless communication and efficient service delivery. What is a Healthcare Contact Center? Why are Healthcare Contact Centers Important?

Contact Center 195

Contact Center Healthcare Contact Center Software Insurance 195

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 Effort Score Financial 195

InMoment XI

NOVEMBER 7, 2024

Customer experience automation refers to automating interactions or touchpoints throughout the customer journey. Improved Personalization While some may believe that automating certain touchpoints creates a similar, stale experience for every customer, the opposite is true. What is Customer Experience Automation?

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 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!

Healthcare 447

Healthcare Culture Travel Study 447

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.

Survey 195

Survey How To Hospitality Feedback 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 Strategy 195

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 Omni-Channel e-support 195

Comm100

FEBRUARY 25, 2021

Remote accessibility to essential services like healthcare is a top priority amongst patients and consumers, with more people listing ease of access and convenience ahead of quality of care. . The problem is the healthcare industry in general is falling behind when it comes to remote accessibility.

Healthcare 130

Healthcare Customer Service Omni-Channel Multi-Channel 130

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

ECXO

JULY 10, 2024

In healthcare, a single heart rate measurement is insufficient without considering other factors like activity level. Building a Customer-Centric Culture Creating a 360-degree feedback system involves: Multi-Channel Feedback Collection : Capturing diverse perspectives across touchpoints.

Metrics 374

Metrics Analysis Feedback NPS 374

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 Wait Times 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

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 Customer Experience Net Promoter Score Social Media 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 Effort Score Survey Customers 195

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.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

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

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.

Trends 109

Trends Self Service Omni-Channel Social Media 109

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 ROI 195

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 How To Analysis ROI 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

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

Zonka Feedback

DECEMBER 4, 2024

Join us in exploring the patient journey touchpoints to improve care and satisfaction. Optimize every interaction and use technology to stay ahead.

Touchpoint 52

Touchpoint Healthcare Technology Interaction 52

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 Self Service Customer Journeys Contact Center 78

AWS Machine Learning

APRIL 9, 2025

In these sensitive scenarios, human-in-the-loop (HITL) interaction is essential for successful AI agent deployments, encompassing multiple critical touchpoints between humans and automated systems. Marks work covers a wide range of ML use cases, with a primary interest in computer vision, deep learning, and scaling ML across the enterprise.

User Experience 121

User Experience System Groups Interaction 121

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 Hospitality 67

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

Kayako

MARCH 21, 2022

The data confirms that service-related problems are a critical touchpoint. One stark example is in many healthcare brands where the marketing to enroll customers is professional, empathetic, and engaging. They take their business elsewhere. Even worse, they can share their discontent with their local and social media networks.

Customer Service 296

Customer Service Social Media Ecommerce Competitive Advantage 296

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.

How To 271

How To Brands Touchpoint Customers 271

Comm100

JANUARY 11, 2023

Healthcare: 10%. Without automation facilitating regular touchpoints throughout the customer journey, both customers and organizations benefit. An example of this is the automation of appointment reminders for patients in the healthcare industry. In industries like healthcare, taskbots can be used to book calendar meetings.

Customer Service 246

Customer Service Self Service Chatbots Return on Investment 246

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 Self Service Effort Score 195

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.

Analytics 62

Analytics Trends Marketing Social Media 62

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 ROI 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 Self Service How To Net Promoter Score 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.

Chatbots 52

Chatbots e-support Healthcare Interaction 52

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.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Uniphore

DECEMBER 17, 2021

The adoption of digital healthcare skyrocketed during the pandemic, exposing both persistent issues for payers as well as opportunities. The more healthcare consumers become comfortable with digital channels, the higher their expectations are for the same level of convenience, selection, and service they receive in other areas of their lives.

Self Service 130

Self Service Healthcare Contact Center Effort Score 130