The Hidden Crisis Behind Healthcare Workforce Reductions
Across the U.S., hospitals are navigating a wave of workforce reductions. In just the first eight months of 2025, 61 hospital systems announced significant job cuts, with Providence cutting 128 roles and New York-Presbyterian eliminating 1,000, according to this article by Becker’s Hospital Review. On the surface, these moves can look like cost-cutting measures, but […]
Pointr and Zappix Work Together to Automate and Streamline the Patient Journey
Going to the hospital is often a stressful and overwhelming experience for many. Whether you’re going for a yearly checkup or for surgery, hospitals are often associated with a feeling of anxiety. That is why the partnership between Zappix and Pointr, industry leaders in their respective fields of patient journey management and indoor navigation, is […]
4 Steps to Reduce No-Shows in 2025
Patient no-shows are a persistent challenge for healthcare providers and health systems. Missed appointments can have significant financial and operational impacts, resulting in inefficiencies in care delivery. Healthcare providers need to implement solutions to help resolve these issues and ensure they are supporting their patients throughout the entire patient journey. 1. Map the patient journey […]
When ‘Good’ Is No Longer Good Enough: Why Your CX Is Falling Behind
According to a recent CX Dive article, Forrester reports that customer experience (CX) quality in the U.S. has dropped for the fourth consecutive year, reaching an all-time low. The core issue isn’t simply escalating customer expectations; it’s a deeper systemic problem where companies are demonstrably under-investing in experience quality and, perhaps more critically, losing their […]
Title: The 5 Pillars of Great Digital Outreach in 2025
Outreach Isn’t What It Used to Be In the past, outreach meant sending a text or email and checking a box. Appointment reminders. Billing alerts. A seasonal promotion that looked the same for every recipient. But in 2025, that approach feels out of step. Customer expectations have changed. People now expect communication to be timely, […]
Unlocking the Power of Generative AI in Healthcare: A Vision for Efficiency, Productivity, and Engagement
The AI Inflection Point in Healthcare Healthcare stands at a pivotal moment. The convergence of digital transformation, post-pandemic strain, and shifting patient expectations has accelerated the demand for smarter, more scalable systems. Generative AI introduces a fundamentally different capability: the power to create, summarize, and personalize content, interactions, and workflows at scale. Recent perspectives, like […]
Rethinking Patient Access: Reflections for Access Week 2025
As we recognize Access Week 2025, it’s clear that the healthcare industry has reached an inflection point. No longer is “patient access” confined to scheduling appointments or answering calls—it’s now a comprehensive, strategic function that shapes the entire patient experience, impacts outcomes, and influences financial performance. This year’s theme, “Tapestry of Life,” emphasizes resilience, collaboration, […]
AI Takes Center Stage in Healthcare: Priorities for 2025
Artificial intelligence (AI) has transitioned from a conceptual idea to a central component in healthcare strategy. A recent article that I was reading from Becker’s Hospital Review highlights several key trends that 66 healthcare leaders are prioritizing in 2025. https://www.beckershospitalreview.com/hit-speaker-series-q-a/meat-computers-ambient-ai-coffee-makers-what-64-leaders-are-investing-in-this-year/ These trends reflect AI’s growing role in optimizing clinical workflows, improving patient navigation, and streamlining […]
Omnichannel or Bust: Why Customer Engagement Must Evolve
Introduction: The Evolution of Customer Engagement For decades, calling a customer service hotline was the primary way for consumers to seek assistance. Customers would dial in, navigate an IVR system, and wait on hold for an available agent. However, as technology has advanced, customer expectations have changed significantly. People demand fast, seamless, and convenient interactions […]
Patient Engagement vs. Patient Experience: Why Both Matter for Access & Outcomes
When it comes to healthcare, making sure patients have a good experience and keeping them engaged in their care are two of the biggest priorities. But while these terms—patient engagement and patient experience—are often used interchangeably, they actually mean different things. Think of it this way: Engagement is about communication and connection—how you reach patients, […]