Organizations across all industries have more access to data than they’ve ever had before, but they’re still evolving when it comes to transforming that data into actionable insights.
This transformation is especially crucial for customer experience (CX) strategies. Today’s consumers — and the employees who make customer support services run — expect more personalization and a more seamless experience when they have to interact with an organization’s contact center. According to 2022 Gartner research, a majority of consumers expect organizations to be knowledgeable about their personal information during a service interaction.
And consumers aren’t the only ones who want a good experience; staff members are valuable end users who also are looking for a coherent, connected journey so they can better assist the people who reach out for their help. A sound CX strategy can mitigate staff burnout and provide efficiencies to relieve employees of repetitive tasks so they can focus on high-level problem-solving.
As data analytics and artificial intelligence–powered solutions improve, healthcare organizations will be better equipped to act on user feedback to provide a more personalized, smoother experience so that patients and staff members have better interactions.
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