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August 22, 2024
3 Areas of Focus to Elevate the Customer Experience for All
HealthTech Magazine
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Contributed by: Sarah Richardson
Summary
Improving the customer experience (CX) is vital for healthcare organizations, who often view it as a cost center rather than an opportunity. Only 6% of brands improved their CX quality significantly, according to Forrester Research. Key strategies include enhancing contact center solutions with CPaaS platforms and AI, which offer tools like voice bots and contextual data analytics to personalize interactions. Automation and AI can streamline workflows, reduce errors, and support agents in delivering efficient, empathetic service. While bots can alleviate some tasks, there will always be a role for human agents, with AI tools offering support to make interactions more effective and satisfying.
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