CSM Magazine

FEBRUARY 7, 2024

Especially in the dynamic field of operations management, pursuing an online masters in operations management can be that critical lever that catapults your career to new heights. You have a stable job, but you know that to climb up the career ladder, you need something extra—an edge that sets you apart from your peers.

Case Study 52

Case Study Course Study Customer Satisfaction 52

NetBase

JULY 17, 2020

Differentiating your brand requires next level consumer understanding. Capturing consumer verbatims to see precisely what they love and hate. And we can identify where that consumer sentiment doesn’t necessarily overlap, and put strategies in place to get them to.” Personal Narrative Theme for Consumer Understanding.

Consumers 52

Consumers Analytics Social Media Analysis 52

ReviewTrackers

MARCH 5, 2019

Reputation management for doctors continues to be more important with every passing year. We compiled a list of the most vital tips that serve as a starting point when you’re in charge of reputation management for doctors. Online reviews are quickly becoming an important factor in a patient’s healthcare decisions.

Management 70

Management Guidelines Healthcare Feedback 70

Uniphore

JANUARY 25, 2022

While the rest of the world was scrambling to course-correct in the wake of the global pandemic, AI was undergoing nothing short of a revolution. Not only are we behind the camera more than ever before, we’re also consuming the medium at a historic rate. Last fall, we surveyed Australian consumer perspectives of video conversations.

Healthcare 130

Healthcare Video Banking Contact Center 130

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.

Healthcare 26

Healthcare Hospitality Consumers Financial 26

West Monroe

DECEMBER 21, 2021

Nearly a decade after the Affordable Care Act exchanges went live, the composition of consumers shopping for healthcare has fundamentally changed. Yet despite differences in age, race, geography and socio-economic status, what these consumers share is a desire for a more personalized, digitally-driven healthcare experience.

Healthcare 52

Healthcare Consumers Technology Competitive Advantage 52

Lumoa

AUGUST 23, 2021

The post-COVID-19 consumer is still going to be a bit financially nervous and hesitant with their spending, so the largest change in behavior is going to be the building (or re-building) of their trust. Other factors that influence brand decisions are also changing as the “buy local” trend continues to accelerate.

Customer Experience 236

Customer Experience Social Media Video Analytics 236

BlueOcean

AUGUST 9, 2021

Contact Center Knowledge Management. Implementing knowledge management solutions into the customer experience is the fourth highest investment priority for in-house contact centers over the next year—and 73% of leaders believe they’ll see increased demand for this technology over that same timespan. Blockchain in the Contact Center.

Contact Center 156

Contact Center Technology Self Service Analytics 156

West Monroe

APRIL 25, 2023

The PA process is one of the most complicated, time consuming, and cost prohibitive activities within the pharmaceutical industry. Transcribing interactions between healthcare professionals and patients to support tracking patient-specific trends and providing ongoing and consistent support. Now is the time to begin.

Company 52

Company Healthcare Chatbots Roadmap 52

Vonage

JULY 6, 2018

At a superb healthcare institution like Mayo Clinic, if a family member is in distress about how their loved one’s treatment is going and asks, say, someone in housekeeping for help, that housekeeper will get the help they need. Mistake: Telling a customer that they’ve reached the “wrong” employee and making them start over with someone else.

Customer Service 163

Customer Service Poor Customer Service Hotels Healthcare 163

delighted

SEPTEMBER 8, 2021

We sat down with Michael Bair, SVP of Customer Experience at FIGS to learn how his career learnings helped him build a flourishing CX program at the leading direct-to-consumer healthcare apparel and lifestyle brand for healthcare professionals. Read the full FIGS case study here. Very important.

Customer Experience 91

Customer Experience Net Promoter Score Healthcare Apparel 91

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.

Self Service 62

Self Service Trends Customer Service Chatbots 62

North Highland

NOVEMBER 6, 2018

In an age when traditional healthcare consistently lands at the bottom of the American Satisfaction Index , a growing number of “InsurTech” disruptors are emerging to provide the more seamless, connected experiences that meet expectations shaped by interactions with retail, financial services, and other leading consumer industries.

Healthcare 61

Healthcare Insurance Financial Case Study 61

2020 Research

OCTOBER 26, 2023

Benefits of Concept Testing Pain Points of Concept Testing Types of Concept Testing Methodologies How Sago Solutions Can Help Lifecycle Management Final Thoughts What Is Concept Testing? Concept testing unlocks valuable insights into what features consumers are Source: McKinsey truly excited about.

How To 59

How To Consumers Healthcare Advertising 59

NetBase

MAY 25, 2020

As the world recuperates and consumers everywhere are feeling hesitant to resume life as usual, recovery mode must be focused on supplying what customers need – and those needs have changed drastically in the past few months. Consumers very much appreciate the gesture. One notable vertical being healthcare. Here’s how.

Customer Retention 60

Customer Retention Healthcare Trends Consumers 60

BirdEye

JUNE 1, 2021

Of course, there’s one big thing to keep in mind before you start sending marketing and promotional communications: the Telephone Consumer Protection Act (TCPA). The TCPA was designed to protect consumers from unwanted spam calls and text messages. While emails are mostly ignored or deleted, texts have a stunning 98% open rate.

Guidelines 89

Guidelines Healthcare Course Communication 89

Qualtrics

SEPTEMBER 8, 2021

The notion of consumer-driven healthcare can be a hot-button issue for many in the industry. While some healthcare providers are hesitant to see patients as consumers, the reality is that patients are increasingly seeing themselves that way. Have we really understood the consumer need here?’”

Healthcare 26

Healthcare Hotels Consumers Entertainment 26

Michelli Experience

MAY 16, 2017

Specifically for banks, Henk Broeders and Somesh Khanna of McKinsey note, “If the last epoch in retail banking was defined by a boom-to-bust expansion of consumer credit, the current one will be defined by digital. Anticipate, identify root causes, and manage inevitable pushback.

Automotive 113

Automotive Banking Retail Financial 113

Inbenta

JUNE 30, 2021

Chatbot examples in the healthcare industry. Of course, personality is also seen in conversations and more, but just by calling the chatbot Laura and adding a small image, it already conveys a more human image of the bot. Another thing that the chatbot manages quite well is the target audience. Benefit Cosmetics. Conclusion.

Chatbots 105

Chatbots Examples Self Service Insurance 105

NetBase

FEBRUARY 21, 2020

Digitas Health , an interactive marketing agency catering exclusively to healthcare and pharmaceutical companies, has the pulse of these conversations. Customer care issues at your own facilities that could be easily (or not so easily) managed ahead of turning into a full-blown crisis. Narrowing a Focus Without Limiting the Search.

Healthcare 73

Healthcare Tools Consumers Analysis 73

Currency Alliance

JUNE 11, 2019

Many consumers now ‘multibank’[iii], keeping their traditional provider on-hand for the same reasons they always did, but branching out in search of enhanced value. In 2000, UK consumer bank Halifax launched a fairly successful marketing slogan: the people that give you extra [iv]. Actually, they do. Extra what? The problem with CLOs.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

West Monroe

JUNE 16, 2022

Or consider Novartis, which created a patient onboarding portal for those who are beginning a new course of Novartis drugs, enabling the company to remotely monitor clinical trials in real time. Many healthcare organizations were not prepared for the dramatic increase in Medicare telehealth visits, which rose to 52.7

Healthcare 52

Healthcare Customer Journeys Analytics Call Center 52

West Monroe

JUNE 16, 2022

Or consider Novartis, which created a patient onboarding portal for those who are beginning a new course of Novartis drugs, enabling the company to remotely monitor clinical trials in real time. Many healthcare organizations were not prepared for the dramatic increase in Medicare telehealth visits, which rose to 52.7 Digital logs.

Healthcare 52

Healthcare Customer Journeys Analytics Call Center 52

Oracle

APRIL 22, 2020

In a recent US Chamber of Commerce article , Kit Yarrow, a consumer psychologist, states, “Businesses that recognize that connectedness is ‘a human imperative’ and adapt accordingly, will strike a more resonant chord with consumers and stoke their loyalty long term.” Offer a helping hand. Get creative.

Connections 91

Connections Government Hospitality Healthcare 91

West Monroe

JANUARY 24, 2023

But, of course, you also don’t want to sacrifice long-term, holistic business success in the name of hitting short-term financial goals. Should organizations across industries—tech, healthcare, manufacturing, banking, utilities, and others—be afraid to create products and services that are new, different, and exciting?

Strategy 52

Strategy Innovation e-support Healthcare 52

Integrity Solutions

JUNE 29, 2018

Sales Effectiveness Often Starts by Understanding Why Your Sales Managers Still Aren’t Coaching Their Teams. Around $117 billion in healthcare costs are associated with inadequate physical activity. Sales managers have a stressful job. by Bruce Wedderburn. But this isn’t an article about exercise. But are they, really?

Sales 43

Sales Management Exercises Training 43

Integrate.ai

DECEMBER 11, 2019

Of course, the business relationships you form with your customers are no exception. Recently, Google came under fire about patient privacy issues when it was revealed that the company is partnering with a major healthcare system to collect the health data of millions of Americans. Unfortunately, in many cases, they’re right.

Healthcare 75

Healthcare Touchpoint Trends Data 75

NobelBiz

SEPTEMBER 8, 2020

This proposed course of action would indeed satisfy all parties specified by the TRACED Act, protecting consumers from robocalls and fraudulent calls, as well as offering effective redress options for lawful callers. What’s Next? The ball is in the FCC’s court.

Hospitality 52

Hospitality Course Healthcare Insurance 52

BirdEye

NOVEMBER 15, 2023

This blog summarizes a discussion between Dave Lehman, COO of Birdeye, Uday Ghatikar, Field CTO of Google Cloud, and Kiran Bellare, Head of Product Management for AI at Google Cloud, on how businesses can leverage Google to stay relevant in a competitive market. He’s the Head of Product Management at Google Cloud for the AI Group.

Brands 109

Brands Data Technology Consumers 109

Hero Digital

APRIL 8, 2020

Business solutions are moving into the world of consumers more quickly than ever. How a past epidemic changed consumer habits and led to a $25 billion IPO. And what looked like a long road to convince Chinese consumers to shop online suddenly became a very short runway. How can brands respond to them? New habits? CASE STUDY.

Banking 104

Banking B2C Healthcare Financial 104

ReviewTrackers

JANUARY 1, 2018

But the point is this: online reviews and ratings heavily influence consumers’ purchase decisions. According to Cone Communications, 4 in 5 consumers will reverse a purchase decision after reading negative reviews. Business owners can manage and respond to reviews via the Yelp for Business dashboard. General Review Sites.

Automotive 109

Automotive Hotels Travel Healthcare 109

West Monroe

JUNE 16, 2022

Or consider Novartis, which created a patient onboarding portal for those who are beginning a new course of Novartis drugs, enabling the company to remotely monitor clinical trials in real time. Many healthcare organizations were not prepared for the dramatic increase in Medicare telehealth visits, which rose to 52.7

Healthcare 40

Healthcare Customer Journeys Analytics Call Center 40

Think Customers

MARCH 22, 2021

State and local healthcare organizations are facing multiple challenges in getting COVID-19 vaccines to communities. Check out our podcast, “CX and COVID-19: Vaccine Strategies that Work” for more information about CX and vaccine management. Learn how TTEC ensures an organized, demand-based, safe consumer vaccination experience.

Strategy 52

Strategy Hospitality Healthcare Government 52

CSM Magazine

FEBRUARY 23, 2022

90% of US consumers shopped on Amazon, and 65% shop on Amazon at least once a month. Amazon is an e-commerce giant, and the company is rapidly expanding into other markets such as streaming services, grocery and food delivery, music, video games, fashion, and even healthcare. Step #5 Manage your page on the marketplace.

Fashion 52

Fashion Sales Healthcare Video 52

NetBase

AUGUST 14, 2020

Let’s see how those look and how consumers are likely to respond to them, thanks to AI-powered consumer and market intelligence! Consumer response to each. 59% of consumers are likely to be more loyal to brands that support causes they care about – something these sport leagues are paying attention to.

Sports 64

Sports Advertising Trends Social Media 64

BirdEye

OCTOBER 11, 2023

” George Grigoryan George: Of course. George: When it’s just a business with two or three locations, and especially all three locations are in the same city, it’s a little easier to manage and provide the same quality of service. Justin: Yeah, I was a social media manager in a past life. “I love BirdAI.

Sales 109

Sales Social Media Customers Multi-Channel 109

CX University

JANUARY 29, 2018

CX University (CXU) announces today a new partnership with Montgomery County Community College (MCCC) that will grant students who complete CXU’s Online Course programs to earn college credits. These credits may be applied to MCCC’s Associate in Applied Science degree program in Management.

Course 40

Course Healthcare Training Leadership 40