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Designing for the Ages: A Strategic Priority in the Older Adult PX

By 2030, 20% of the US population will be 65 or older. Nearly three-quarters of older adults state a preference to stay in their homes and age in place, so technology that allows them to manage their health remotely will be critical to helping them...

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Rethinking Patient Experience in Transforming Care for People with Complex Care Needs

As retailers and brands build deep, enriching relationships at each step of the customer journey and become an indispensable part of consumers’ lives, their ability for deep understanding of the way consumers live, eat, work, and play is central...

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Competition Heats Up From New Market Entrants in New Era of Consumer Telehealth

The telehealth boom that was propelled by the COVID-19 pandemic has consolidated at levels lower than at the peak of the pandemic in April 2020, but significantly higher than levels seen before the pandemic. Consumer demand remains strong and will...

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Leaning in on the Digital Patient Experience

It has been evident for some time that the future of healthcare will be digital and data-driven. With the onset of the pandemic, the traditional model of bringing patients in for every medical reason came to an abrupt end. The long-anticipated...

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Clarivate Acquires Patient Connect to Address Increasing Need for Global Personalized Data

Clarivate, the London-based information services and analytics company, has acquired Patient Connect, a fellow UK-based firm and international provider of patient engagement solutions, in a union that will help life science companies understand...

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Consumer Insights Into US Patient Experience

A positive patient experience (PX) is an important goal in its own right, but also increasingly recognized as an independent dimension of healthcare quality. Substantial evidence points to a positive association between various aspects of PX and...

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Healthcare Is Not Just Another Service Industry

Is patient experience (PX) in healthcare any different from that of CX in other sectors? In theory, no, but in practice, the context, dynamics, and implications can be quite distinct. The US Agency for Healthcare Research and Quality (AHRQ)...

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Connecting Patients, Payers, and Providers to Provide Better CX in Healthcare Delivery

Despite the relatively complex, interdependent spheres of patient needs, provider services, and payment structures, the healthcare industry is among the most widely used ecosystems. However, healthcare use and spending dropped significantly during...

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Survey: More US Employees Feel Empowered to Discuss Well-Being Issues With Employers

A new survey shows that the number of American workers today who feel safe in disclosing to colleagues the state of their physical or mental well-being is up considerably compared to levels a year ago. That number, which translates to 78%, is...

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Businesses Are Better at Handling Customer Expectations Because of Pandemic, Journal Says

The COVID-19 pandemic compelled brands to speed up their digital transformation that led to vast improvements in brand experiences for customers, according to the publication Customer Strategist, which also covered the way industries responded to...

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IQVIA Unveils AI-Powered Tech to Enhance Medical Information Contact Center Services

IQVIA, the giant Connecticut-based provider of biopharmaceutical and commercial outsourcing services to the life sciences industry, has begun to deploy technologies powered by artificial intelligence (AI) to boost the patient experience and that of...

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Adobe Expands Digital Transformation Capabilities to Healthcare and Patient Experience

Adobe is expanding the customer experience management (CXM) capabilities of a current product offering into the realm of healthcare, the company said on its website when announcing the solution. Key features of the expanded offering, called...

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Latest Research

CX Market Ecosystem

150 Key Players and Industry Participants Providing Offerings in Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Insights & Feedback, and Employee Experience

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CX in the Travel & Hospitality Industry

Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Employee Experience, and Customer Insights & Feedback: Market Analysis and Forecasts

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CX Personalization and Optimization

Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies Focused on the Adoption of Personalization & Optimization Within CX Platforms and Applications

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Artificial Intelligence for CX Applications

Case Studies, Market Drivers, Market Barriers, and Best Practices for the Adoption of AI Within CX Platforms and Applications

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Latest News

Digital Agency LaneTerralever to Acquire Marketing Firm Convince & Convert

LaneTerralever, the digital marketing and branding agency, is acquiring content marketing firm Convince & Convert, with both joining forces to offer a comprehensive suite of CX services under a new umbrella collective to be called Experience…

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Designing for the Ages: A Strategic Priority in the Older Adult PX

By 2030, 20% of the US population will be 65 or older. Nearly three-quarters of older adults state a preference to stay in their homes and age in place, so technology that allows them to manage their health remotely will be critical to helping them…

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CX in Gaming: Personalization and Customer Relationship Management

The COVID-19 pandemic caused the suspension of many in-person sporting events, as well as the temporary shutdown of casinos and other gambling outlets. This spurred a large shift to online gaming. The global online gaming (sports betting/gambling)…

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The Arrival of a New Year Brings More Funding to the CX Market

Just a few days into 2022, at least three significant CX-related funding rounds and developments have taken place. The recipients of additional capital include Exotel from India, Oregon-based AskNicely, and Quantum Workplace from…

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