Beyond Philosophy

MARCH 31, 2020

Whilst, you can’t expect in times like these, an outstanding customer experience, I had a super easy and cost-free experience canceling a number of trips with some organizations and a very difficult experience with others. But there are other, not-travel related customer experience shambles too!

E-commerce 199

E-commerce Hospitality Hospitality Healthcare 199

Customer Bliss

JUNE 20, 2018

What happens when one moves from hospitality to healthcare? Shawn Smith is a Chief Experience Officer at MedStar Washington Hospital Center. With a background in hospitality, working in casinos, I chat with Shawn about his transition from hospitality to healthcare. Can new models be created?

Hospitality 57

Hospitality Hospitality Healthcare CX 57

Customer Bliss

JUNE 20, 2017

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. Much of Jackie’s background was in the luxury hospitality industry. Episode overview.

Innovation 80

Innovation Healthcare Customer Experience Net Promoter Score 80

Customer Think

MAY 11, 2023

Hospitality is a cornerstone of customer experience in travel, healthcare, and across industries. There is no question that hospitality is essential for creating world class, seamless experiences and driving customer loyalty. However, when it comes tim.

Hospitality 64

Hospitality Hospitality Healthcare Customer Loyalty 64

Customer Bliss

JANUARY 4, 2019

I’m revisiting a conversation I had with Alan Dubovsky , a well-respected colleague in the industry, who is the Chief Patient Experience Officer at Cedars-Sinai Hospital. Healthcare is Complex, Try to Understand the Big Picture. What I really appreciated about Alan’s story is his diverse background in healthcare.

Hospitality 56

Hospitality Hospitality Healthcare Customer Experience 56

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. Converging into platforms and ecosystems.

Healthcare 52

Healthcare Customer Experience Pharmaceutical Hospitality 52

Customer Bliss

MARCH 1, 2018

How do you define patience experience in a hospital? 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 61

Hospitality Hospitality Business Administration Healthcare 61

Customer Think

JULY 20, 2023

The healthcare industry has decentralized and branched out from a traditional hospital setting to multiple avenues like, care centers, health hubs, virtual care, retail healthcare, and even your homes!

Healthcare 52

Healthcare Hospitality Hospitality Sales 52

Customer Bliss

MARCH 9, 2018

I’ve noticed that within this collection of interviews, quite a few of my guests have represented the healthcare industry. Doctors, nurses, C-Suite leaders, and front-line staffers should always be thinking about how they can improve the patient and caregiver experience. Jude Children’s Hospital.

Healthcare 47

Healthcare Hospitality Hospitality Customer Experience 47

Zendesk

MAY 2, 2022

Healthcare workers were deeply impacted by the global pandemic. While other businesses shuttered their doors, hospitals and insurance providers pushed their limits to care for patients. People turn to healthcare professionals when they’re worried and sick, so great customer service is absolutely critical.

Healthcare 52

Healthcare Customer Experience Net Promoter Score Hospitality 52

Customer Bliss

JUNE 28, 2018

Vishal Bhalla is the VP & Chief Experience Officer at Parkland Health & Hospital System. Similar to my guest Shawn Smith in my last interview, Vishal also transitioned into healthcare from hospitality, after nearly 20 years in the industry. Embed the Employee Experience.

Hospitality 42

Hospitality Hospitality Customer Experience Healthcare 42

Ameyo Callversations

MARCH 23, 2022

In 2022, The Healthcare industry has become the most imperative and vital for survival. All thanks to healthcare chatbots, even during the pandemic, patients can reach practitioners at the time of need. All thanks to healthcare chatbots, even during the pandemic, patients can reach practitioners at the time of need.

Healthcare 52

Healthcare Hospitality Hospitality Invoicing 52

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. Jennifer is responsible for all technology-enabled services provided to Gaffey clients as well as managing the customer experience.

Healthcare 56

Healthcare Engineering Hospitality Hospitality 56

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. A study by J.D.

Technology 106

Technology Technology Customer Service Social Media 106

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Heart of the Customer

APRIL 23, 2015

But healthcare brings it to a whole new level. As a part of the Affordable Care Act, hospitals are judged on standardized patient experience scores (called […]. The post What really matters in patient experience? appeared first on Heart of the Customer.

Hospitality 94

Hospitality Hospitality Healthcare Gaming 94

1 to 1

JUNE 16, 2015

The healthcare industry is undergoing dramatic changes, not the least of which is an increased focus among payers (healthcare insurers) and providers (physicians, hospitals, clinics, etc.) on customer centricity. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Healthcare 50

Healthcare Hospitality Hospitality Customer Loyalty 50

Zendesk

MARCH 15, 2021

While most hospitals have a good supply, it can still be tough for small health care facilities and regular citizens to pick up a cache of affordable, high-quality PPE. While most hospitals have a good supply, it can still be tough for small health care facilities and regular citizens to pick up a cache of affordable, high-quality PPE. “At

E-commerce 98

E-commerce Hospitality Hospitality Healthcare 98

Ameyo Callversations

JUNE 28, 2022

Over the past couple of years, due to the pandemic, most healthcare organizations are opting for intuitive and state-of-the-art AI-powered chatbots to facilitate the best possible experience for patients and customers. We all, at one point in time, have had to deal with healthcare setups. But now, the times have changed.

Healthcare 52

Healthcare Hospitality Hospitality AI 52

Zendesk

SEPTEMBER 23, 2022

The pressure is on healthcare companies to deliver a better end-to-end customer experience—otherwise, it is truly an insult to injury. Only 18% of healthcare customer service agents say they are effective at finding the information needed to do their job well. Success is within reach.

Healthcare 52

Healthcare CX Hospitality Hospitality 52

Steven Van Belleghem

APRIL 20, 2021

Few companies are as obsessed by customer experience as Amazon. I had the honour of talking with Seth Godin at the UBA Trends Day very recently (Check the recap that Peter Hinssen and I made here ) and yet again, he proved that he is a god amongst men when it comes to branding, storytelling, marketing and customer experience.

Customer Experience 109

Customer Experience E-commerce Social Media Government 109

Taylor Reach Group

FEBRUARY 6, 2020

Measuring Customer Experience is important, right? We need to know how customers feel about their interactions with us. And is gathering, analyzing and reporting on that data truly improving the customer experience? How can you make your customer experience measurement actionable? By Peg Ayers.

CX 118

CX Hospitality Hospitality Healthcare 118

Customer Bliss

OCTOBER 25, 2018

In this podcast, I’m expounding on this concept and revisiting conversations from two CX leaders who have united their organizations to conduct a CX transformation led by a specific purpose and mission that enhances the overall experience. . The Employee Experience Directly Impacts Customer Experience.

Hospitality 64

Hospitality Hospitality CX Customer Experience 64

InteractionMetrics

APRIL 17, 2025

Qualtrics is the industry standard for customer experience surveys. Meanwhile, the customer experience software space is vast and there are competitors that offer simpler reporting tools, comparable (or better) design, and stronger value. But that doesnt mean its the right fit for everyone. But for most companies?

E-commerce 40

E-commerce Hospitality Hospitality Sentiment Analysis 40

Totango

JULY 31, 2020

Highlighting these early in onboarding improves your time-to-value ratio and helps your customers feel more understood and valued. Example: Healthcare Technology Company A is onboarding a new hospital. Track Customer Progress and Optimize Your Onboarding Process . As a result, tracking onboarding progress is crucial.

E-commerce 127

E-commerce Hospitality Hospitality Healthcare 127

Taylor Reach Group

DECEMBER 5, 2017

TRG), a globally recognized consulting firm focused on optimizing clients’ Contact Centers and Customer Experience (CX), today announced they are working with one of the largest veterinary hospital organizations in the United States and Canada. Toronto, ON – December 5, 2017 – The Taylor Reach Group, Inc.

Hospitality 48

Hospitality Hospitality Contact Center Healthcare 48

Customer Bliss

NOVEMBER 26, 2019

Do you honor your customers’ dignity? Would you roll your mom into a hospital hallway and then leave her there? Emotionally, employees are spent or they are intellectually exhausted from putting customers lives back together again. And that’s not uncommon in a variety of industries. Of course not.

Hospitality 101

Hospitality Hospitality Healthcare Start-ups 101

Bill Quiseng

APRIL 18, 2021

Or be sure to read “ Delivering Effective Social Customer Service ” by Carolyn Blunt and Martin Hill-Wilson.

Social Media 167

Social Media Customer Service Education Legal 167

Hodusoft

JANUARY 18, 2023

Top 10 Best Healthcare Call Center Software for 2023. As the demand for healthcare services continues to grow, it’s becoming increasingly important for healthcare providers to find ways to offer high-quality care while also being efficient and cost-effective. What to look for when choosing healthcare call center software?

Healthcare 52

Healthcare Artificial Intelligence Omnichannel Compliance 52

Zonka Feedback

MAY 22, 2022

Whenever we talk about performance in healthcare, one of the most important indicators is patient satisfaction. Did your patient find the treatment effective? Did they receive all information pertaining to their health? Was the staff able to help them to make the payment process easier?

Hospitality 52

Hospitality Hospitality Healthcare Customer Experience 52

Customer Bliss

MAY 30, 2017

Claudiu Coltea is the Executive Vice President and Head of Customer Experience for Citizens Financial Group. He’s a perennial customer experience leader with a background at Gallup, in health care, and in operational roles. He designed a best-in-class customer experience model now utilized across a global footprint.

CX 48

CX Healthcare Hospitality Hospitality 48

Confirmit

MARCH 22, 2020

While we cannot do much to help you secure such household goods, we can help you navigate the confusing waters of Customer Experience (CX) during times of crisis. While Customer Experience is always important, it is times like these where providing a great customer experience is of paramount importance.

Customer Experience 52

Customer Experience Hospitality Hospitality B2C 52

Steven Van Belleghem

MAY 4, 2020

The way I see it, there are three levels – which are the basis of my upcoming book (release in September 2020) – in which robotics will impact the customer experience, based upon the ever-changing needs and demands of today’s fickle consumer: Offering the ultimate convenience. Helping people realize their hopes and dreams.

Customer Experience 52

Customer Experience Hospitality Hospitality Healthcare 52

CX Journey

MAY 26, 2016

When you think about the multichannel and the omnichannel customer experience where partners are involved (they aren't always), it's even more critical to ensure partners are lined up for success. From a customer experience perspective. Ultimately, he measures success based on the patient experience.

Customer Experience 43

Customer Experience Hospitality Hospitality Healthcare 43

Customer Bliss

JUNE 6, 2018

How do you take insights from customers and drive better decision making and better product delivery? This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience.

VOC 88

VOC CX NPS Hospitality 88

Customer Bliss

APRIL 11, 2018

If you look back on your career journey, do you recognize specific skills and experiences that paved the way for you to succeed in your current role? As an HR manager, Geeta saw the challenges of talent recruitment, growth, and retention in the healthcare system; she saw how important the people experience in organizations really is.

Customer Experience 54

Customer Experience Healthcare Hospitality Hospitality 54

Customer Experience Matrix

DECEMBER 16, 2018

This raises new definitional challenges, since at some point a system that is actively executing customer experiences is clearly more than a CDP. Financial services and travel/hospitality came next, and adoption has recently spread to B2B, healthcare, education, and telco. I like to think of it as a challenge.

Retail 111

Retail B2B Hospitality Hospitality 111