Customer Experience

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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

admin
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…
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Knowledge from the Mountains: How to Improve Your CX Strategy?

Alexandra-Emily Kokova
Unexpected learnings from hiking & tips on how to leverage yourself in creating a successful CX strategy Mountains are a place of freedom. An absolution. Mountains make you feel you’re on top of the world. Become one with nature. Connect with the ones you love most. My journey as a CX strategy champion doesn’t differ much from that genuine feeling of calm while taking a hike. Every day I strive…

Customer delight: Pricey or priceless? Prove the ROI of your CX initiatives

admin
Customer Experience Management has matured immensely since the first customer-focused initiatives in the 80s and is no longer a universal magical phrase to big investments. Nowadays telecom executives expect to see clear, significant and measurable financial impact as part of the CX initiative pitch, which makes advanced analytics tools like Predictive NPS invaluable in making sound decisions and getting internal buy-in. Vesela Nedkova, Commercial Research Director & Group Telecom Sector…