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The Triple Aim framework, developed by the Institute for Healthcare Improvement (IHI) in 2007, has helped many healthcare systems optimize performance and improve patient care with its three-pronged approach. Modern providers have added a fourth aim to this framework, and it’s benefitted all involved …

Especially in the modern, post-COVID era of hiring challenges and increased customer service expectations, efficient, digital self-service should be at the forefront of all CX plans. At every phase of the customer service journey, innovative self-service stands to lower costs in …

We might be facing one of the most dramatic periods of call center transformation in history — COVID-19 dramatically accelerated digitalization, consumers now expect more automation and self-service, and The Great Resignation is affecting every contact center. With that in mind …

As evidenced by the rise of virtual care, healthcare providers are increasingly turning to new technology to connect them to their patients and the public is more and more willing to use modern technology in the healthcare process. As practitioners, providers, and health systems roll out …

Modern patient experience has an array of customer experiences it’s now directly being compared to. As hospitals and health systems adjust to meet these new patient expectations, 5 use cases stand out as necessary first-steps: Enhancing patient engagement, improving patient intake processes, unlocking dynamic …

Modern customer experiences are becoming more convenient and personalized every day. Healthcare providers and health systems can jump to the top of patient satisfaction by applying lessons learned from the consumer market …

According to Twilio research, companies that invested in digital customer engagement over the past two years saw an incredible 70% top-line revenue increase on average. Digital customer engagement is necessary in today’s digital world. Digital customer engagement …

Automated digital self-service brings a host of benefits to customer service and customer experience. Faster, less cumbersome interactions get callers to answers at lightning speed and can handle many more calls simultaneously compared to traditional live agents. Some tasks require human empathy, however. Call center managers should always think …

The combination of rich, easy to use visual interfaces and sought after automation has created solutions that benefit many levels of business. Solutions streamline customer service interactions, boost satisfaction among customers and employees, and are even being deployed to add efficiency and effectiveness …