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, […]
The Digital Shift: How Patient Communication Preferences Are Changing
The Digital Shift: How Patient Communication Preferences Are Changing As the healthcare industry develops, communication between patients and providers is undergoing a dramatic transformation. Traditional phone calls, once the primary method of patient-provider interaction, are being rapidly supplemented—and, in many cases, replaced—by digital communication channels. Secure messaging and mobility are now at the forefront of […]
The Cost of Missed Appointments: How Healthcare Can Benefit from Self-Scheduling
Missed medical appointments are a growing issue in the healthcare industry. Patients skipping their doctor visits not only affect their own health but also place a financial and operational burden on healthcare providers. In fact, a staggering 61% of patients have reported skipping appointments in the past year due to scheduling issues. The High Cost […]
The Future of Digital CX: Trends to Watch in 2025
In 2025, customer experience (CX) will remain at the heart of successful businesses, with digital engagement leading the charge. As technology evolves and customer expectations continue to rise, staying ahead of the trends is critical. Here are the top digital CX trends to watch in 2025:
