I was just at a healthcare marketing and strategy conference, and one of the key topics that kept coming up was trust. It’s about time! It’s a topic that definitely resonated with the audience. What bothered me though was it was ...
Here’s an all too common scenario in healthcare leadership and marketing circles. The healthcare system is losing patients. Leaders are beginning to panic. Something must be done. But what? More advertising! We need a new campaign! We need to refresh the brand! ...
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 ...
