Customer Experience

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Episode 4: The Human Experience in Healthcare

Alexandra-Emily Kokova
The Human Experience in Healthcare We will into the Patient experience world to learn how to provide compassionate care and why this leads to improvement in clinical, operational and financial outcomes. We provide many practical examples of how to start a patient experience program, run it smoothly and why we should shape our experience as humans (patients, physicians and providers) together. We discuss the impact of COVID-19 on PX and…

Episode 2 – CX In Times of Crisis: Managing the Spectrum of Human Emotions

Alexandra-Emily Kokova
All experts agree that CX is more important than ever in the time of crisis. In this episode together with my guest Jeff Sheehan, CX expert with over 25 years of experience, we will zoom into what are the differences in CX in Europe vs. the USA, how to show empathy and have a proper tone of voice during crisis, what will happen with CX after the crisis and how…
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Customer Experience in Healthcare: How to Switch from CX to Human

Alexandra-Emily Kokova
Strict regulations, data security concerns and public ownership have slowed down the healthcare industry on its journey to patient centricity. However, there is a growing consensus about the importance of patient and customer experience digitalisation and automating parts of the process through AI technology. Table of Contents Limited visibility and overstated NPS Static view increased the risk of losing valuable customers High cost and difficulties to scale up How’s your…
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Data Analytics in Telecoms: Adapting to the new post-pandemic reality

Alexandra-Emily Kokova
It's a challenging time for mobile network and broadband operators. People everywhere are staying at home to protect their health. Most moved the biggest part of their lives to the digital space: work, keeping in touch with family and friends, entertainment. Data usage has skyrocketed, putting additional strain on telecoms - operations- and CX-wise. All of them have been focusing on a smooth network performance and customer experience by handling…

How to adapt your patient experience program to the COVID-19 Crisis

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If you manage patient experience аt a hospital or other healthcare provider, you might feel uncertain on how to proceed with your program during the COVID-19 pandemic. Do you proceed with your annual measurements? Is the data you gather now good for anything? Will you reach your annual targets? Even if you haven't encountered fluctuations in patient experience scores and/or survey response volumes already, the steps below will help you…

5 Ways to Adapt your CX Program in Troubling Times

Alexandra-Emily Kokova
The crisis is here–dive into the panic and uncertainty! The pressure on you as a CX manager is significant. Your colleagues expect you to have a crystal ball, asking you to predict customer needs and behaviour. You can usually cater to such requests, but now you find yourself unable to predict what customers will do tomorrow let alone in a month's time. How to prioritize your efforts in a time…