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,...
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...
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...
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...
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,...
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...
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...
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...
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...
In today’s healthcare landscape, patient access has become a cornerstone of delivering quality care. The rise of digital health technologies has significantly transformed how patients engage with healthcare providers, making access more convenient, efficient, and inclusive. As we trace the evolution of patient access, we uncover key advancements and challenges...
Today, patient access has become a cornerstone of delivering quality care. When patients can easily schedule appointments, access necessary information, and communicate with their providers, the overall experience improves. For healthcare organizations, this translates to better outcomes, increased patient satisfaction, and stronger financial performance. However, achieving seamless patient access requires...
In today’s fast-paced digital world, customer service is evolving rapidly to meet rising consumer expectations. Among the most impactful innovations is the adoption of self-service options, which empower customers to find solutions independently. Businesses not only enhance the customer experience by providing these tools but also realize significant cost savings....
The holiday season is a time of joy and togetherness—but for businesses, it’s also the busiest time of the year. With skyrocketing sales, increased customer inquiries, and heightened expectations, ensuring smooth customer service becomes a critical challenge. Enter automation and self-service solutions, the ultimate tools to keep the holiday season...
Top 5 Ways Digital Engagement Drives Customer Loyalty Across Industries Customers expect quick, seamless, and personalized interactions with the brands they love. Digital engagement tools, such as visual IVR, chatbots, and SMS workflows, have emerged as essential components for creating these impactful experiences. But how exactly does digital engagement foster...
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Zappix transforms the user journey during customer service interactions with an AI-Powered Digital Engagement Platform- engaging through Digital Outreach, deflecting inbound inquiries using Digital Self-service, and optimizing agents’ activities using Digital Agent Assist. The cloud-based platform enables workflow automation, rapid developments, and integration to back-end systems and provides an actionable Analytics Suite.
