I was reviewing some findings from a recent mystery shopping engagement, and the theme that kept showing up was lack of consistency. Different patients. Different needs. Same organization. Completely different experiences. One patient raved about the communication, the empathy, the attention to ...
What Happens When Your Bot Can't Solve the Problem I typed "talk to a human." The chatbot said: "I don't understand your question." I tried "representative." The chatbot said: "I don't understand." I tried "none of the above." The chatbot ...
I asked for a human. The system transferred me. Someone—or something—responded. And I still wasn't sure if I was talking to a person or a bot. Here's what I've gotten very suspicious of: When you get transferred and you know it's not ...
Healthcare and other organizations are increasing using automation, specifically AI automation, to expedite a wide range of processes and interactions. That can be a very good thing, for organizational efficiencies and for patient experiences. But these interactions don’t always work the ...
There’s a saying you’ve probably heard: “People don’t care how much you know until they know how much you care.” That’s particularly true in healthcare. Think about the typical patient/physician interaction. The patient comes in with a problem or concern. The ...
Understanding patient experience and what influences decision-making is a strategic priority across the healthcare industry. But getting inside the heads of consumers can’t be achieved solely with surveys. Using qualitative research including ethnography or observational research is incredibly revealing. Our ...
AI spotlights the need for human connection You may or may not realize it but many of the conversations you have with the companies and brands you’re a customer or client of aren’t taking place with people—they’re taking place with bots, ...
The costly disconnect between what we advertise and what we can actually deliver Healthcare is notorious for its silos—departments that are hyper-focused on their own work but fail to fully understand how their work needs to link to other departments. Marketing ...
How bad-mouthing teammates can destroy patient trust I had an opportunity recently to accompany a family member to an appointment for major surgery. I always learn a lot at these visits and am always attuned to what goes well and areas ...
You asked for it, but are you ready? Patient experience still ranks among healthcare executives' top concerns, and we're often brought in to help organizations dig deeper into what's behind their patient experience scores. "We want to know how to improve," they ...
