eglobalis

APRIL 27, 2025

Industry-Specific Agentic Tools In finance, healthcare, and manufacturing, vendors are launching compliant, vertical-focused agents. Through autonomous reasoning, contextual intelligence, and real-time execution, agentic AI has begun redefining what customers expect and what enterprises must deliver.

AI 249

AI CX B2B Compliance 249

eglobalis

OCTOBER 9, 2024

Challenges : Balancing internal resources with customer expectations is always a challenge. It’s important to set realistic timelines and communicate them clearly to customers. If your team is already overloaded, committing to a new feature request could lead to delays in other critical areas.

Customer Feedback 530

Customer Feedback Compliance Innovation B2B 530

CommBox

NOVEMBER 19, 2024

Although the market for chatbots and customer experience automation is perceived as mature, many sectors such as financial services and healthcare, still fail to leverage the full potential of the technology beyond collecting customer data before passing customers to a human agent for resolution. A primary roadblock?

AI 52

AI Customer Experience Healthcare Compliance 52

Intercom, Inc.

NOVEMBER 18, 2020

With customer expectations and conversation volumes on the rise, businesses need a way to effectively deliver on-demand, personal support while maintaining customer satisfaction. In fact, we discovered that 33% of customer support conversations are currently assisted by automation, and there’s a clear demand for more.

Customer Satisfaction 223

Customer Satisfaction B2C Healthcare Customer Expectations 223

Lightico

MARCH 5, 2025

Lengthy onboarding & verification processes Customers expect instant digital onboarding, customers expect instant digital onboarding and seamless account verification when interacting with financial services, insurance providers, and many enterprise institutions ranging from healthcare to power utilities.

Compliance 52

Compliance CX Customer Experience Healthcare 52

Steven Van Belleghem

JUNE 29, 2020

Research by Salesforce showed that no less than 47% of consumers say that healthcare and life sciences are more focused on industry needs than patient needs. A study from PwC shows that only 49% of consumers say that the healthcare customer experience is satisfactory.

Healthcare 52

Healthcare Customer Experience Pharmaceutical Hospitality 52

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 52

Healthcare Customer Service Omnichannel Compliance 52

Zendesk

MAY 2, 2022

Healthcare workers were deeply impacted by the global pandemic. People turn to healthcare professionals when they’re worried and sick, so great customer service is absolutely critical. Read on to see how three healthcare companies are creating better customer experiences. Laura Lalama, Saludsa.

Healthcare 52

Healthcare Customer Experience Net Promoter Score Hospitality 52

Fonolo

JULY 18, 2019

How can your call center improve customer interactions during the most important time of year for consumers’ healthcare choices? We provide four ways you can get your healthcare call center into gear before Open Enrollment. How to Prepare Your Call Center for Open Enrollment. What’s Inside: . Optimize Your Self-Service Channels.

Customer Service 126

Customer Service Social Media Healthcare Touchpoint 126

Uniphore

JANUARY 25, 2022

We’ve seen big tech like Apple, Amazon and Microsoft enter the healthcare market , even becoming worthy competitors to major healthcare players. Automotive, healthcare, retail, banking, transportation, entertainment, education, human resources, legal services – and more. This isn’t a new phenomenon. Now they’re embracing it.”

AI 130

AI Artificial Intelligence Healthcare Legal 130

Intercom, Inc.

APRIL 9, 2020

If you’re not fully there today, talk to your managers so they can give you the space to take care of yourself before jumping in to take care of your customers. Expectations are the root of all heartache. If your kids turn through the background, it’s okay.

Healthcare 245

Healthcare Non-Profits Start-ups Technology 245

Intercom, Inc.

DECEMBER 21, 2020

Everything just changed: How to keep your customers at the center during turbulent times is based on a talk that our SVP of Marketing Shane gave at SaaStr Summit and details how we thought about adapting our marketing and customer communications in light of the pandemic. A must-read for marketers dealing with change or crisis.

E-commerce 232

E-commerce Healthcare Start-ups Engineering 232

Experience Investigators

JUNE 8, 2021

Related Reading: Customer Journey Mapping: Real-World Examples & Use Cases. Employees have great ideas and often see customer expectations changing in real time. Several years ago, Cisco released a report about what healthcare providers and consumers want in healthcare. Healthcare is no different.

Healthcare 98

Healthcare Customer Journey Map CX Artificial Intelligence 98

Fonolo

SEPTEMBER 28, 2022

Let’s say your customers are patients at a healthcare facility. Since their interactions with your contact center concern health matters, they might be more sensitive than, say, eCommerce customers. Introduce surveys by using the customer’s name. FACT: 68% of customers expect empathy from customer service agents.

Net Promoter Score 138

Net Promoter Score Contact Center Healthcare Customer Satisfaction 138

Fonolo

NOVEMBER 3, 2020

From the start of shelter in place, contact agents were placed in the same category as healthcare workers — they were frontline heroes of the pandemic. The People Skills Coach ™ , Author of Leading Morale , Customer Service & Leadership Consultant. Agents Were Our Virtual Frontline.

Customer Satisfaction 167

Customer Satisfaction Contact Center Healthcare CX 167

Fonolo

MARCH 19, 2019

By embracing modern customer service technology as a must-have ‘utility’, these brands can set themselves apart from their competitors. The Benefits of Improved Customer Service. Industries like retail, hospitality, and healthcare have continued to raise the bar to meet customer expectations.

Technology 106

Technology Technology Customer Service Social Media 106

Intercom, Inc.

DECEMBER 21, 2021

. “We have accelerated through many years of progress as if we’re living in a time-lapse” Business is increasingly conducted online, and customer communications are undergoing a massive transformation as customer expectations change. It’s a really interesting, and timely, listen. Thoughts on innovation.

Innovation 196

Innovation Engineering Entertainment Start-ups 196

Shep Hyken

SEPTEMBER 1, 2021

One of my clients, a healthcare organization, ordered a $500,000 imaging machine. Some of my B2B clients don’t think they have to meet Amazon’s level of service. Some think it’s an unfair comparison. I disagree, and here is the story to prove it. . The client commented on how the machinery was delivered ahead of schedule.

B2B 129

B2B Healthcare Retail Gaming 129

Intercom, Inc.

APRIL 29, 2020

It should be clear that the need for customer communication has increased dramatically – both to understand what customers expect and to update them on changes you’re making. How do you communicate with customers when your business and their businesses are going through so much change?

Education 228

Education Event Planning Start-ups Healthcare 228

Comm100

JANUARY 11, 2023

According to a study on chatbot impact , overall market preference for chatbots as the primary mode of communication for customer service now sits at 45%. Healthcare: 10%. Younger generation increasingly prefers customer service automation. Customers look for 24/7 convenience. Travel: 16%. Education: 14%. Finance: 5%.

Customer Service 98

Customer Service Healthcare AI Artificial Intelligence 98

SurveySensum

MARCH 10, 2025

With 95% of customers stating that good experiences drive loyalty, brands cant afford to ignore real-time insights from conversations. Because simply understanding customer expectations is no longer enough; in todays competitive landscape, you need to anticipate and exceed them to build lasting loyalty. Wrapping Up!

AI 52

AI Text Analytics Compliance Sentiment Analysis 52

Shep Hyken

FEBRUARY 8, 2022

For example, in healthcare, practitioners need to master “Zoom-side manner” aside from the traditional bedside manner. Surveys can benefit future customers but they do not help present customers who are experiencing the inconvenience. DO customer surveys still work? Amazing Business Radio with?Shep?Hyken

Healthcare 82

Healthcare Start-ups Customer Survey CX 82

Retently

APRIL 6, 2022

Healthcare and Ecommerce & Retail industries enjoy a great CSAT score of 79 and 74 respectively. . Due to the pandemic, the Healthcare industry has drawn a lot of attention to customer satisfaction, which translated into improved values granted by their customers. Retently 2022 CSAT Benchmarks.

Customer Satisfaction 154

Customer Satisfaction Healthcare Retail NPS 154

Beyond Philosophy

JUNE 25, 2021

It’s hard to give much advice on how to handle vaccine passports other than it’s best to figure out what your best customers want and go with that option. For example, it is a good time to sell healthcare insurance in the UK because people would likely rather pay to go somewhere now than wait for an appointment with the NHS.

Customer Experience 153

Customer Experience Start-ups Healthcare Government 153

Zendesk

FEBRUARY 16, 2021

Take this as an opportunity to embrace change and create great customer experiences. Healthcare. E-commerce sales jumped 30 percent during the pandemic and most customers expect to continue online shopping. This will save you money and help you solve issues before they become a big concern for your customers.

E-commerce 76

E-commerce Entertainment Healthcare Manufacturing 76

Zendesk

JUNE 14, 2021

In a world where the only constant is change, customers expect flexibility. Messaging enables businesses to deliver on increasing customer expectations, meeting customers where they already are. 8 messaging best practices for better customer service. Choose the most relevant channels for your industry.

Customer Service 76

Customer Service E-commerce Manufacturing Healthcare 76

Zendesk

SEPTEMBER 6, 2023

As any support team manager can attest to, the deleterious effects of stress and burnout have very real consequences for customer service teams. From heavy employee turnover to impacted levels of service, the pressure of rising customer expectations and heavy workloads can hobble teams and exact a human cost that goes beyond business metrics.

Healthcare 69

Healthcare Customer Expectations Customer Service Customer Experience 69

Hodusoft

JANUARY 30, 2025

This data helps businesses optimize strategies, identify trends, and deliver superior customer service. It helps businesses stay ahead of customer expectations, streamline operations, and drive growth in todays competitive landscape. Besides, its multi-tenant architecture supports effortless growth.

Contact Center 52

Contact Center Omnichannel Social Media Retail 52

SurveySensum

FEBRUARY 4, 2025

With data privacy and customer trust taking the front seat, choosing top GDPR-compliant survey platforms has become more than nice to have. In fact, according to research, companies that focus on customer expectations not only grow significantly faster but are 60% more profitable.

Compliance 52

Compliance Start-ups Healthcare AI 52

Intercom

JULY 25, 2022

Discover the top trends transforming customer engagement. Intercom sponsored Harvard Business Review Analytic Services to conduct a survey of 317 business leaders across a range of industries, including manufacturing, healthcare, technology, financial services, and more.

Artificial Intelligence 104

Artificial Intelligence Outlook Machine Learning Manufacturing 104

Hodusoft

APRIL 11, 2024

According to a report , about 59% of customers expect companies to deliver advanced digital experiences to keep their business. To keep up with customer’s expectations, contact center software plays an important role in helping businesses communicate with their clients efficiently. What is HIPAA Compliance?

Contact Center 52

Contact Center Compliance Healthcare Legal 52

CommBox

JUNE 30, 2024

Adopting a customer obsession approach places your customers at the heart of every strategy, decision, and action of your business and offers your customers numerous benefits. Continually exceeding customer expectations can nurture loyalty, drive growth, and enhance their reputation.

E-commerce 52

E-commerce AI Social Media Touchpoint 52

Comm100

NOVEMBER 13, 2022

This provides agents with a wealth of information that empowers them to provide more helpful and accurate support to every customer. This sharing of information is made more important with the understanding that 65% of customers expect all representatives in an organization to have the same information about them.

Omnichannel 98

Omnichannel Customer Service Social Media Healthcare 98

TeamSupport

MAY 31, 2023

This proactive approach to customer service improves the overall quality of the interactions with your customers. Cost Savings Good customer service looks like consistency in meeting the expectations of customers. Ready to Add Chatbots to Your Customer Service Strategy?

Customer Service 98

Customer Service Social Media Healthcare Omnichannel 98

Service Quality Institute

NOVEMBER 10, 2021

Most companies in the US believe they provide great service while about 90% + of customers believe customer service does not exist. If I call my healthcare provider, Park Nicollet, I will be on hold about 20-25 minutes before a live person answers the phone. Customers expect exceptional service every year and year after year.

Healthcare 52

Healthcare Customer Expectations Customer Service Customer Experience 52

Ameyo Callversations

JULY 1, 2022

And what is the impact of using personalized tools on a sector such as healthcare ? How Vital Is WhatsApp Business In Improving Customer Experience. Before we find out the specific use case of using WhatsApp for Business in healthcare, it is vital to understand the features that make it an instant success among brands.

Healthcare 52

Healthcare Customer Experience Compliance CRM 52

Zendesk

MAY 3, 2021

That is where Zendesk can not only meet this new demand but do so while exceeding customer expectations, turning detractors into advocates, and increasing retention. The combined use of data and outbound notifications can reduce warranty and maintenance costs while increasing customer satisfaction, keeping everyone informed and happy.

CX 52

CX Entertainment Manufacturing Healthcare 52