Simply saying “customers first” does little to make the words a reality. How employees understand, embrace, and apply this mentality to their jobs moves companies from aspirational thinking to actual practice. That is why role-based enablement is a key part of managing the customer experience (CX).
To accelerate customer-focused strategies, today’s CX leaders are interested in building expertise related to data interpretation and action planning.
Speed was found to be an essential factor of CX in Walker’s 2013 report, Customers 2020 – and it’s only become more important since. The seven themes we’ve discussed in our CX Now series so far have all been building up to this critical aspect of customer experience.
Patient experience is not just an opportunity, but a key priority, in today’s competitive healthcare environment. Improving patient experience scores through value-based care should be at the top of every health system’s to-do list.
Patient experience matters—to people’s lives and the performance of healthcare providers. Organizations focusing on and investing in patient-centered care stand to improve both.
Today the customer is in charge. Companies spend significant resources to understand their needs, desires, wants, and preferences. We have transitioned from a “make-and-sell” model to a highly sophisticated “sense-and-respond” model. What’s more, customers expect companies to keep up with their shifting demands month by month, day by day, and minute by minute.