Organizations across all industries have greater access to data than ever before, but they continue to evolve when it comes to transforming that data into actionable insights.
This transformation is particularly crucial for customer experience (CX) strategiesToday’s consumers, and the employees who keep customer support services running, expect more personalization and a smoother experience when interacting with an organization’s contact center. According to a 2022 Gartner studyA majority of consumers expect organizations to be informed of their personal information during a service interaction.
And it’s not just consumers who want a good experience; staff members are valued end users who also want a consistent, connected journey to better support the people who seek their help. A solid CX strategy can alleviate staff burnout and provide efficiencies to relieve employees of repetitive tasks so they can focus on solving high-level problems.
As data analysis And artificial intelligence based solutions By improving, healthcare organizations will be better equipped to act on user feedback to provide a more personalized and seamless experience so patients and staff members have better interactions.
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Personalizing the customer experience for healthcare
Previously, a personalized CX journey might have involved receiving an email in your inbox with offers tailored to your interests. This can still happen today, but the interaction is now informed by real-time data and analytics. Healthcare organizations are striving to connecting consumers across multiple platformswhether their entry point is on social media or on the organization’s website.
Because Customer experience can be tailored to specific consumersA CX strategy should be tailored to an organization’s needs, based on the industry and the departments that need to be interconnected, such as marketing, finance, and IT. Leveraging Data with Analytics and AI can transform an organization from merely surviving to thriving.
“Even outside the contact center, AI tools can provide insights that enable businesses to deliver personalized messages and interactions that simply weren’t possible just a few years ago. Sophisticated AI tools analyze information gleaned from thousands of customer interactions—including browsing and purchase history, social media interactions, demographic trends, previous customer service interactions, and customer survey data—to target customers with highly personalized, timely offers,” A recent CDW white paper notes.
Advances in AI for the Contact Center
As AI continues to interest leaders across industries, leading vendors have been refine their solutions for better integrate AI-based features.
Ciscofor example, tested its AI assistant for Webex in hybrid work and CX. Customer Reviews showed positive expectations for reducing agent response times and providing agents with more context for interactions. Google Cloud also uses generative AI to assist with live transcriptions and structured summaries in the contact center.
“A team that is fully engaged and truly proud of what they do is likely to engage with customers at a very high level, and customers sense that,” said Ron Thurston, co-founder of retail recruitment agency OSSY, said in a 2024 Microsoft blog post.
EXPLORE: Three trends in healthcare contact centers that can improve the patient experience.
According to Qualtrics Search63% of consumers believe companies need to listen to feedback better, and a majority would buy more if companies treated it better: “In today’s retail environment, where omnichannel interactions are the norm, this can only really be achieved by augmenting human customer service agents with AI.”
Customer experience should not be viewed as a costly line item, but as a real value-add and business opportunity. When healthcare organizations are able to revitalize their customer experience strategy to the satisfaction of employees, patients, and consumers, they not only find that they increase customer loyalty, but they also improve retention in a department that typically experiences high turnover.
CX platforms that deploy AI in meaningful ways to facilitate the journey can set organizations up for success. Structured summaries are one way to Create a smoother CX journey so live agents can properly assist consumers from a self-service option. New features that can detect emotional levels of call center staff can improve agent support by suggesting a break or redirecting calls to another agent.
