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healthcare evolution

Healthcare Providers Compelled to Adapt or Wither in a Fast-Changing World

Consumers have greater virtual access to care than ever before, but remain overwhelmed by the proliferation of choice and unconvinced that their healthcare experiences as consumers have improved. The market entry of non-traditional healthcare...

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personalizing patient experience

Personalizing the Patient Experience Is the Future of Competitive Advantage

Since 2008, the University of Utah Health (UTH) has listened to the voices of its patients. At that time, UTH laid down a challenge to its leadership to improve the patient experience with the call to action that medical care can only be great if...

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healthcare revolution

New Strategic Mindsets to Reframe, Rebrand, and Revolutionize Healthcare

In the natural scientific world, the principle that form is function refers to the direct relationship between the physical structure of a living system and the way that it functions and survives. The same design principle holds true when one...

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Patient experience building blocks

Customer Operations: Building Blocks to Transforming Patient Experience

The role of customer operations, which refers to the  service and back-office business activities that organizations rely on to fulfil customer experiences (CX), are key building blocks in healthcare organizations’ capacity to efficiently...

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healthcare brand loyalty

Establishing Brand Loyalty in Healthcare as a Futureproofing Strategy

The COVID-19 pandemic influenced consumers’ trust and engagement with healthcare, and challenged providers in innumerable, unforeseeable ways that today are helping establish digital platforms as the foundation for the industry’s customer...

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healthcare strategy

Unblinding Healthcare Strategy to Transform Patient Experience

In driving down costs and capturing recurring revenues, consumer loyalty is becoming a driver of profitability for health systems. But care access remains a barrier for many Americans. And challenges with patient care access matter for patient...

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Patient experience journey

Patient Experience Management Reimagined

Healthcare experience management is being reimagined. It starts with organizations understanding the patient journey and setting patient expectations to realize opportunities that build individualized, positive relationships. Doing so effectively...

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Patient experience management

Patient Experience Measurement Evolves with Healthcare Consumerism

KLAS Research’s Patient Experience Improvement 2021 report with payer and provider customer satisfaction ratings of patient experience (PX) measurement and improvement solutions ranks Press Ganey, Qualtrics, and NRC Health as the top three...

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healthcare workforce

Recognizing Workforce Experiences to Operationalize Patient Experience

A key determinant of patient experience (PX) outcomes in healthcare lies with the organizational capacity to implement PX solutions and integrate them effectively within the workflow across the patient journey. Achieving this goal is challenged by...

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Healthcare contact center

The Role of Contact Centers in Improving Patient Experiences in 2022

A recent webinar with Steve Leaden, president and founder of Leaden Associates, which designs enterprise communication strategies for US healthcare organizations, and Patty Hayward, head of provider and payer strategy at Talkdesk, provided insight...

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customer wins

Companies Seek Out CX Expertise for All Things Customer

As the stories in this roundup piece suggest, the search for good CX is perpetual because the quest for excellence never ends. But while providing good CX takes many forms, the centerpiece of those efforts remains invariably unchanged. The...

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Digital health investment

Investment Trends in Digital Health and Patient Experiences

Record levels of investment in healthcare technology reflect the market dynamics at play in areas of digital transformation, especially in mobile software and services areas, such as digital health. In 2021, CB Insights reported that global digital...

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Latest Research

Customer Insights & Feedback

Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies

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Omnichannel Customer Engagement

Case Studies, Market Drivers, Market Barriers, and Best Practices for the Adoption of Omnichannel Engagement Strategies and Software

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CX for Contact Centers

Case Studies, Market Drivers and Barriers, and Market Sizing and Forecasts Focused on the Adoption of CX Platforms and Applications in Contact Centers

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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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