Blog

A company’s employees are often its biggest, and most important, investment. Millions are spent hiring, training, and retaining service-oriented team members.

As consumers gain more control over their healthcare dollars and decisions, providers recognize the need to deliver patient experiences (PX) that win trust, build loyalty, and bolster their brand. In healthcare, as in retail, creating exceptional patient experiences requires close examination of every touchpoint.

Customers expect a seamless experience when engaging with your brand across multiple channels. Your contact center is a vital tool that can help you integrate your customer touchpoints—which is key when it comes to delivering on customer expectations and driving loyalty. Here are 3 ways contact centers build better cross-channel experiences:

In order for your customer experience management (CEM) program to have any real impact, you have to be open to change. Brands with staying power are the ones that turn customer feedback into an opportunity to learn and do better next time.

SMG products and technologies are designed to inspire smart changes across our clients’ enterprise. By investing in regular updates, we make it faster and easier to listen to customers and employees, interpret the data, act on insights, and maximize impact.

Our team recently had the pleasure of attending the Forrester CX Conference—an enlightening two days full of presentations from industry thought-leaders, inspiring breakout sessions with our peers, and valuable networking.

We get it—your goal is to provide an exemplary experience each time a customer interacts with your brand. But we also understand that sometimes—even with the best of intentions—things can go wrong.

The healthcare industry is rapidly changing, and patients are the driving force. More and more consumers are applying retail behavior to healthcare and frequently shopping for a new physician. Establishing loyal patients who return to and recommend your organization is key to building a lasting competitive advantage.

Spoiler alert: I’m not a film critic. I’m not here to tell you if The Avengers: Endgame was a good or bad movie—if the plot was flawed, if the characters were underdeveloped, or if the story resonated with the audience.

The healthcare industry is rapidly—and drastically—changing. From major mergers (CVS + Aetna) to powerhouse partnerships (Walgreens + Microsoft), healthcare organizations (HCOs) have little choice but to evolve and transform in order to remain competitive.

Leading brands know the quickest path to growth starts with listening to customers. But an increasingly complex customer journey spanning multiple touchpoints can make surfacing actionable insights seem like a daunting task.

Third-party delivery has been a huge disruption to the restaurant industry. It was just over a year ago that we published our report, 4 things every restaurant needs to know about third-party delivery, and we’ve continued to keep a close watch over the trend.

Having an Amazon Prime membership is becoming a standard across the country. In fact, eMarketer predicts that by the end of the year, 51.3% of U.S. households will subscribe to Amazon Prime...

Do you realize the tech you’re using to get the job done today is basically outdated by the time you log off? This constant evolution is the reason your customer experience measurement (CEM) program requires an agile approach to tech development.

Transparency is an important component for achieving the triple aim of healthcare—better patient experiences (PX), improved health of populations, and lower per capita costs.

Bad news travels fast—especially in the healthcare industry. When it comes to people’s well-being, safety, and medical treatment, the bar is set high.

If you work with data, you’ve probably noticed the phrase “data science” being thrown around a lot more frequently as of late.

While the halftime performance and big-budget commercials drew mixed reviews, nearly everyone can agree that the game itself, though still technically football, was pretty lackluster.

Every customer is different. Every brand is different. And as expectations continue to evolve, it’s imperative that your customer feedback management (CFM) program is innovating to keep pace.

If you’ve seen a lot of stories about the “retailization” of healthcare recently, be aware that it’s more than just headline fodder—it’s the new reality in the healthcare industry.