Unblinding Healthcare Strategy to Transform Patient Experience
By Andrew Broderick March 10, 2022
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 Management Reimagined
- By Andrew Broderick March 4, 2022
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 Measurement Evolves with Healthcare Consumerism
- By Andrew Broderick March 1, 2022
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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Recognizing Workforce Experiences to Operationalize Patient Experience
- By Andrew Broderick February 24, 2022
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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The Role of Contact Centers in Improving Patient Experiences in 2022
- By Andrew Broderick February 21, 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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Companies Seek Out CX Expertise for All Things Customer
By Alex Gaw February 21, 2022
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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Investment Trends in Digital Health and Patient Experiences
- By Andrew Broderick February 16, 2022
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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Press Ganey to Acquire Forsta, Integrating Healthcare Expertise into Powerful Platform
- By Alex Gaw February 14, 2022
Press Ganey, the South Bend, Indiana-based patient experience company and provider of healthcare software solutions, announced on February 7 plans to acquire Forsta, developer of the CX and market research technology platform headquartered in...
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Digital Door Strategies Are Defining a New Era of Patient Experience in Healthcare
- By Andrew Broderick February 8, 2022
The healthcare industry has traditionally lagged behind other industries when it has come to the digitization of core operational practices, but recent developments have been nothing short of transformational. The onset of the pandemic, in...
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CES 2022: Technology Frontiers and the Digital Future of Patient Experience
- By Andrew Broderick January 17, 2022
The digital health and wellness category was on prominent display at CES 2022. The opportunity to showcase the latest in tech offerings offered a glimpse into the patient experience (PX) frontier at the intersection of consumer technology and...
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Designing for the Ages: A Strategic Priority in the Older Adult PX
- By Andrew Broderick January 14, 2022
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
- By Andrew Broderick January 11, 2022
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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Employee Experience
Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies
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Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts
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Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience
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Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies
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