The Patient Experience: Gaining the Competitive Edge in Healthcare


A report by Prophet cites that 81% of consumers are unsatisfied with their healthcare experience, and that the happiest consumers are those who interact with the system the least. HealthcareAre We Expecting Patients to be Patient?

Making Efficiency a Healthcare Priority


The healthcare industry is something that everyone utilizes even though it has a bad. HealthcareA few days ago, I found out that I need to get surgery on my right elbow. It’s been hurting a long time now, during the course of which I’ve seen various medical experts in hopes they would have a solution. View Article.

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How AI is Changing Healthcare

QuestionPro Audience

Now, there is a lot of excitement about how AI is going to change healthcare. In 2018, we’ll begin the adoption of a technology that may truly transform the way providers work, and the way patients experience healthcare, on a global scale.”.

NextGen Healthcare’s VoC Program Improves Client Retention and Strengthens Client Loyalty


NextGen Healthcare helps ambulatory care organizations transition to value-based care by empowering them to nurture and build healthier patient communities at a lower cost with its technology-enabled solutions. Healthcare

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

healthcare) to 65% (consumer electronics). eGain clients “ease” (into AI) An integrated healthcare payer and provider in the US tried out. If Artificial Intelligence (AI) for the overall business is a red hot. topic in C-suites, AI for customer engagement is white hot.

Healthcare Consumerism: A Guide


With the right healthcare consumerism strategy in place, providers should see more engaged patients who are not just knowledgeable and accountable for their health but who also have a better sense of their healthcare options. The Importance of Healthcare Consumerism (In Numbers).

Video: The Future of the Customer in Healthcare


HealthcareIngrid Lindberg, the founder of Chief Customer, discusses how the more power we give the customer in their own hands through digital technologies, the more CX will have to change.

Improve Customer Experience in Healthcare: 4 Podcast Interviews

Customer Bliss

I’ve noticed that within this collection of interviews, quite a few of my guests have represented the healthcare industry. For those of you seeking to gain tips and insight on what CX in the healthcare industry looks like, here are a few podcast episodes you should listen to.

The New Trend in Petcare Healthcare: CBD

QuestionPro Audience

The biggest money maker in the pet industry right now is healthcare, particularly veterinary care. Over the past ten years, the relationship between pet and owner has taken on a new meaning.

What Consumer Goods Companies Can Learn From Healthcare. 7 Lessons of Customer Service Excellence


If you work in consumer goods you probably think you have nothing to learn from healthcare, right? After all, you have consumers in your industry name and well healthcare’s reputation is not that great. The post What Consumer Goods Companies Can Learn From Healthcare.

Future Healthcare Success is Rooted in Exceptional CX

Forrester's Customer Insights

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 Research: In Healthcare We Trust

QuestionPro Audience

The current state of healthcare in America is contentious, to say the least. The media and politicians, some even overseas, offer their takes on the pros and cons on universal healthcare–but understanding the industry is not so simple.

How To Incorporate AI Into Your 2020 Healthcare Strategy

Forrester's Customer Insights

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.

The payment engine in healthcare, with Jennifer LeMieux of Gaffey Healthcare — CB21

Customer Bliss

Welcome Jennifer LeMieux of Gaffey Healthcare. The payment engine in healthcare – episode overview. Jennifer is Chief Customer Officer at Gaffey Healthcare. I can’t believe we’re at 21 episodes of The Chief Customer Officer Human Duct Tape Show.

How Healthcare is Embracing the Digitally-Empowered Consumer

Smarter CX

The IQVIA also estimates that the use of Digital Health apps in 5 patient populations could save the US healthcare system $7 billion per year. The post How Healthcare is Embracing the Digitally-Empowered Consumer appeared first on SmarterCX.

In Healthcare, Online Reputation Fuels Patient Satisfaction


The world of consumer healthcare is currently experiencing a vital shift. Healthcare consumers want more options, greater convenience, fairer prices, and better interactions throughout the entire patient experience, across the continuum of care.

Customer Experience Innovation in Healthcare, With Jackie McAtee – CB56

Customer Bliss

Episode overview. Jackie McAtee, Vice President of Marketing and Customer Experience for Mayfair Medical Imaging, and I discuss her path from hospitality and marketing to her hybrid role of both marketing and customer experience.

The Future of the Customer in Healthcare


Ingrid Lindberg, the founder of Chief Customer, discusses how the more power we give the customer in their own hands through digital technologies, the more CX will have to change

Healthcare Organizations Are Future-Proofing Strategy And Operations With Cloud

Forrester's Customer Insights

Healthcare organizations (HCOs), once cloud laggards, are embracing public and private cloud services to address a wide range of business problems. healthcare hybrid cloud public cloud

Recent HIPAA Settlements Highlight The Weaknesses In Healthcare Security

Forrester's Customer Insights

To better serve our healthcare provider clients, we recently looked back at the past year of Health Insurance Portability […]. security & risk cybersecurity healthcare Security & Risk

Patient Reviews: A Complete Guide for Healthcare Marketers


Patient satisfaction surveys have long been part of the post-visit playbook for healthcare organizations, but hospitals and healthcare organizations also need to start asking their patients to leave them reviews on public-facing review sites like Google , Yelp , Facebook , and Vitals.

Guest Blog: How to Create Customer Loyalty in the Healthcare Space


This week on our Friends on Friday guest blog post my colleague, Brie Tascione, writes about the importance of improving the customer experience in the healthcare industry to improve loyalty and reduce frustration.

A Shot in the Arm for the No Good Healthcare Experience

Experience Investigators by 360Connext

The post A Shot in the Arm for the No Good Healthcare Experience appeared first on Customer Experience Consulting. It was supposed to be a routine, but necessary, appointment… At my son’s physical, we noticed a weird thing and were referred to a dermatologist. (I’m

Why Healthcare Organizations Should Focus on the Consumer


As out-of-pocket healthcare costs continue to increase, patients are doing more research when they search for a healthcare provider. To understand the role of consumerism in healthcare, we spoke to Preston Gee, vice president, strategic marketing at CHRISTUS Health.

MaritzCX Unveils the Healthcare Industry’s First CX-Based Patient Experience Platform


MaritzCX is the first and only CX platform company that’s been CMS-certified to offer Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS®) surveys. Healthcare

Revolutionizing Service Culture in the Healthcare Industry

Up Your Service

In recent years the healthcare industry has undergone – and continues to undergo—massive changes. Healthcare organizations must partner more closely with their patients, with organizations in the public sector, and with each other, to deal with the new challenges and expectations.

4 Winning Patient Acquisition Strategies for Healthcare Marketers


There is a vital shift happening right now in healthcare marketing and patient acquisition. Here are 4 patient acquisition strategies that you can implement today: Healthcare Marketing Strategies to Drive Patient Acquisition. Education Healthcare

Pioneering Customer Experience in Healthcare at Cleveland Clinic

Customer Bliss

Dr. Adrienne Boissy , a neurologist and the leader of the patient, caregiver, and family experience at Cleveland Clinic, shares the path to embedding customer experience into a healthcare organization. The healthcare culture needs to continue to push for more patient access. .

How healthy is healthcare disruption?


As tech continues to significantly change the landscape of healthcare, it’s more important than ever that companies understand and respond to the experience of patients. Healthcare disruption is accelerating. Everyone wants a piece of the healthcare pie.

Learn About the Importance of Innovation at the Healthcare Marketing & Physician Strategies Summit


The Forum for Healthcare Strategists is presenting the 2017 Healthcare Marketing & Physician Strategies Summit , to be held May 8 to 10, 2017 at the JW Marriott in Austin, Texas. The Importance of Innovation in Healthcare. Photo: Healthcare Strategy Institute ).

Use-Case Selection Will Make Or Break Your AI Strategy in Healthcare

Forrester's Customer Insights

The use of AI in healthcare has moved beyond just science fiction to actual practical applications of the technology in various pockets of the healthcare ecosystem.

Healthcare And Pharma Startups Chase Empowered Patients

Forrester's Customer Insights

age of the customer B2C marketing direct-to-consumer (DTC) healthcare b2c marketing pharmaceuticalYou might have heard of a little internet company that dove into the pharma space recently: Amazon. Amazon’s not alone. We’ve found more than 50 companies (mostly smaller startups) that are pioneering new ways to bring value directly to the many consumers who are happy to explore new, online health offerings. Direct-to-consumer (DTC) disruption is […].

Unlocking the Value of Healthcare's Big Data


Companies are awash in consumer data and the healthcare industry is no different. bigdata healthcare

Putting the Patient First: Changing Demands in Healthcare

CX University

Healthcare organizations have traditionally delivered care focused on the needs and convenience of the organization—not the patient. But a new paradigm, based on a more consumerist approach is sweeping healthcare as it has swept other industries.

How Can a Help Desk Software Improve Customer Service in Healthcare?

ProProfs Chat

These numbers show how important it is to have a responsive website for a healthcare business. Now, along with creating and maintaining a website for your healthcare business, it is also important to reach out to your customers and provide instant resolution to their queries.

Alexa, How Do I Fix Healthcare?

Forrester's Customer Insights

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.

Predictions 2020: Medicare, Price Transparency, And Virtual Care Take Center Stage In Healthcare

Forrester's Customer Insights

With more volatility expected in 2020, read Forrester's predictions for the US healthcare market, focusing on Medicare For All, the executive order on price transparency, and the growth of virtual care. age of the customer healthcare prediction promoted

Amazon Is At It Again: Disrupting Healthcare and Pharma

Fresh MR

It looks like healthcare is its next big target. Healthcare is a broad arena tangled in complexities. Most consumers struggle with … Continue reading → CX Healthcare Industry Expertise Technology

How to Improve Healthcare CX: Lessons from a CXO and Hospitality Veteran

Customer Bliss

What happens when one moves from hospitality to healthcare? With a background in hospitality, working in casinos, I chat with Shawn about his transition from hospitality to healthcare. while also complying with standard healthcare operations and regulations.

3 Ways to Ensure Data Security in Healthcare


61% of healthcare organizations are worried about malware infiltrations according to Information Age , and for good reason. Data security in healthcare is a major issue: the sector suffered more than half of all cyber-attacks last year according to a report by security firm Cylance.