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A new study from The American Journal of Managed Care highlights the limitations of traditional patient portals – and points the way toward a more accessible future. Digital health has the power to transform patient outcomes, but only if patients actually use the tools provided. For years, the healthcare industry...
The Connected Customer Most customers don’t think in terms of “email,” “phone,” or “chat.” They see one brand and expect one continuous experience, no matter where the interaction starts or where it moves next. Omni-channel customer service is the strategy that turns that expectation into reality. It unifies every interaction,...
Why the “AI replaces everything” myth is over, and how leaders are shifting from pilots to production in 2026. Written By Yossi Abraham, President & CEO of Zappix If 2024 was the year of “AI Surprise” and 2025 was the year of “Experimentation,” then 2026 is shaping up to be...
The core mission of healthcare, delivering quality patient care, is being increasingly overshadowed by a silent crisis: the mounting administrative burden that is fueling staff burnout. Excessive non-clinical tasks are diverting staff energy and attention, creating profound stress, and directly compromising the quality and safety of patient care. The solution...
The landscape of customer service is constantly evolving, driven by rising consumer expectations for speed, convenience, and control. For too long, organizations have relied on static knowledge bases and frustrating, menu-driven voice systems (IVR). The challenge today is not just digitizing old processes, but instead truly reimagining the customer journey....
Where Empathy Meets Innovation The 2025 Patient Experience Symposium in Boston (October 6-8th) revealed a clear transformation in healthcare’s collective mindset. What once centered on measuring patient experience has evolved into nurturing relationships. Across sessions and panels, healthcare leaders spoke not just of metrics but of meaning, shifting focus from...
