Every company is on a customer experience journey, whether they’re on the cutting edge of technology or catching up to the industry standard. No matter where you are, there are tools available to help you reach the next stage and accomplish your customer experience goals.
Change is inevitable, growth is optional. Companies who are embracing change in the workplace know that approaching it with a growth mindset and strategic path is how they will ensure their future is bright. And many start at the heart of a company by helping their employees embrace change.
Businesses know there’s a need to change their people, processes, or technology to keep up with industry standards and/or demands, let alone to grow. However, a key consideration often missed is how to go about managing that change. Whether the change impacts 10 employees or 10,000, a change adoption process is critical to ensuring the change your company implements is successful.
In my presentation at CS Week, I shared strategies for enabling a unique and consistent VA experience to empower a stronger overall customer experience.
We should not be debating whether or not we should call individuals patients OR customers. Instead, we should recognize that they are both and recalibrate the conversation to focus on the importance of differentiating when someone is in a customer versus a patient role.
Continuous improvement plans are vital for any organization to keep and win business. Though these projects are tempting to put on-hold during periods of industry or economic uncertainty, failure to restart them can become a costly mistake.
Utilities industry leaders need to be aware of all competing topics so they can develop a comprehensive solution that is best suited to their organization’s unique needs and priorities.
Leveraging the right combination of tools and technologies can create the foundation your health system needs to have an effective digital front door.
Many banking customers have been inundated with phrases like “bank failure” and “financial collapse,” with little added context about the future of their personal assets and the overall digital customer experience.
Software testing, a singular puzzle piece to a larger system implementation process, is gaining importance and traction in these types of endeavors.