The continuous flow of data arriving from different touchpoints (such as websites and social media, wearables and electronic medical records). If appropriately exploited, allows you to plan timely interventions and personalized care plans. Reduce hospital readmissions and improve the quality of services. Cloud technology is a strategic component of the […]
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The quality of digital interactions has a very real impact on both. The patient experience and the organization’s reputation and profits. Let’s take a look at this data. 81 % of patients prefer to use digital tools and 67% would like to book online (McKinsey, 2021). 68 % of patients […]
The first step that a health-related service provider must take to improve. The patient experience is to strengthen its online presence. Patients increasingly begin their healthcare journey with online searches and interactions. In the United States three out of four people use the Internet as a starting point for seeking […]
When we talk about digital patient experience we mean the result of a progressive process of digitalisation of interactions between patients and healthcare organisation, at every moment of the treatment journey. Let’s try to delve deeper into this passage. In the same way as communication, which cannot ignore digital tools, a […]
The patient experience can be defined as the sum of all a patient’s interactions with the healthcare system (which includes specialized operators, facilities and services) throughout their treatment journey, from the moment they request assistance until the conclusion of the treatment and beyond. The patient experience is a complex concept and […]
Users of the healthcare sector have always spent time and effort – probably more than in other sectors – in planning visits and treatments , exploring all the available options in an attempt to identify the most convincing one. From this point of view, digital transformation , and more recently the spread of advanced technologies such […]
Collect tracks in omnichannel mode. Another absolutely central point. A Customer Journey Map is useful if (and only if) you are able to keep track of all interactions across different channels : from physical ones (where possible) to the full range of digital ones. Maximum attention, therefore, to analyze all […]
If the first objective of a Customer Service is retention, the most ambitious result is that of loyalty. To put it briefly: have loyal customers who can transform themselves into extremely effective testimonials for your brand or products. To return to our initial example: not only customers. Who continue to […]
ESG criteria in telecommunications herald a horizon full of possibilities for innovation : from the adoption of renewable energy sources to the improvement of social inclusion, from the promotion of diversity and the support of ethical governance practices. The shift towards a corporate culture that favors ESG principles in telecommunications not only responds […]
The ultimate goal of a Customer Journey Map is to improve Customer Experience . Understanding how customers “naturally” move, to ensure they are in the right place. At the right time, with the right proposal. First of all, therefore, it is a question of analyzing the different steps of the typical Customer Journey . Classically, 5 are […]
The digital transformation puts the customer at the center of the business: it is a fundamental fact, but one which too often is limited to being repeated like a valid slogan in the abstract, without translating it into a truly operational paradigm shift. So let’s try to be concrete. What does it […]
Personalization is at the heart of ESG principles: by simplifying complex procedures and problems through interactive digital experiences, telcos can significantly improve customer satisfaction. These personalized digital interactions not only answer customer questions but also anticipate their needs, improving engagement and loyalty. Another key benefit of integrating ESG principles into digital customer service […]