Why should hospitals and healthcare organizations care about patient experience? At its core, healthcare is about serving people. Service industries must keep customer experience in mind, otherwise they are contradicting this integral purpose. Imagine having a doctor with a terrible bedside manner. No matter how great the doctor or facility, chances are the patient will […]
Just a couple days ago, fans around the world wished Michael J. Fox aka “Marty McFly” of Back to the Future, a happy 60th birthday. Seeing that made me remember how that movie shaped my vision of what the future would bring: flying cars, video conferencing, personal drones, and even self-tying shoes. While we have […]
Agents and automation both play an important role in customer experience. Automation can support many functions of customer experience– both directly and indirectly assisting customers. An example of automation directly supporting customers is with virtual agents. These applications are customer-facing and offer self-service options for customers to complete tasks on their own. On the other […]
It’s no secret that customer service can cause some major headaches. From a recent survey, we found that one of the top contributors of bad customer service is unknowledgeable agents. So should brands be looking to hire better agents? Train them better? Maybe offer more incentives? While these may have minor improvements, the root cause […]
With travel restrictions decreasing and consumers feeling more comfortable leaving their homes, this summer will see a rebound in traffic after a year-long hibernation. Hotels, airlines, and tourist destinations are currently preparing for this resurgence– without actually knowing the volume that it will bring. According to new research by Zapwater Communications, 65% of Americans are […]
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We’ve long been in the business of creating exceptional customer experiences and our innovation within the insurance space is no different. Our Intelligent Virtual Assistant for Insurance is designed to deliver empathetic customer care across every touchpoint in the policyholder journey using a blend of Conversational AI and human intelligence. The Insurance Industry is Ready […]
Automation and artificial intelligence (AI) are making significant changes to the way the financial services industry handles consumer credit. From consumer lending to debt collection, machine learning is increasing the profitability of managing receivables, through streamlined services and data-driven insights that maximize returns on investment, while simultaneously improving customer experience. But navigating the myriad of […]
Read More… from Four Key Considerations for Adopting AI for Debt Collection
At any given moment, my phone has at least five notifications from apps, mail, texts, and missed calls. Consumers face information overload on a daily basis. But we are also reliant on it. One of those notifications is usually from my pharmacy telling me to reorder my prescription, another is from my favorite brand informing […]
Read More… from 3 best practices for proactive communication
You’re not able to change the unpredictability of the weather, but you can ensure better days ahead for your customers and care team when outages do occur. We witnessed the catastrophic effects that outages can cause recently when Winter Storm Uri’s extended cold, snow, and ice resulted in snapped power lines, burst pipes, and other […]
Read More… from 4 Best Practices for Maintaining High-quality Service During Outages