Expert View: What to Expect in Customer Care for 2020 Expert View: What to Expect in Customer Care for 2020 The new tendency is to use messaging for customer care, as customers expect to contact companies just like they would with friends and family; they expect businesses to be available on their channels of choice. …
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Patient Access Centers Elevate the Patient Experience Patient Access Centers Elevate the Patient Experience Andrea is recovering from a broken arm. She’s trying to schedule a follow-up appointment with her orthopedist within a large orthopedic practice. This practice utilizes legacy approaches to patient scheduling and has all incoming patient calls route to general reception without …
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Never Be Too Busy to Answer that Shopper Call Never Be Too Busy to Answer that Shopper Call Consumers have run out of patience. We’re living in a time when more than half (53%) of consumers expect a response from a company within an hour of posing a question online, but most corporations still aren’t …
How Apple Business Chat can Align your Services to Changing Customer Expectations How Apple Business Chat can Align your Services to Changing Customer Expectations Life in a mobile-first digital age is incredibly fast-paced. So much so, that we often forget how much customer engagements have evolved over the last fifty years. We forget that in …
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Enhancing the Customer Experience – Interview with Jim Tincher Enhancing the Customer Experience – Interview with Jim Tincher Jim Tincher (CCXP) is a recognized CX expert with a passion for customer experience, so much so that he founded Heart of the Customer, a cutting-edge CX consultancy, helping companies of all sizes improve their customer experience. …
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Telecoms: How Messaging Improves Customer Experience Telecoms: How Messaging Improves Customer Experience Messaging has changed the way we communicate in our day-to-day lives. It also plays a critical role in the way organizations are building their customer service strategies to meet demand and, more importantly, be available when and where they are expected to. Messaging …
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How Cloud Communications Solutions Facilitate Care Coordination How Cloud Communications Solutions Facilitate Care Coordination Jack is a 55-year-old patient recovering from knee surgery. His team of healthcare providers consists of dispersed clinicians including nurses and physicians within his orthopedic practice, his PCP, and the treating hospital. As this multidisciplinary team continues to coordinate Jack’s acute …
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2020: The Digital CX Hockey Stick Moment? 2020: The Digital CX Hockey Stick Moment? When I left business school in the early 1980s, a technology in development for decades was about to become mainstream: the cell phone. Prior to 1973, mobile telephony was limited to phones installed in cars and other vehicles. Â These devices weighed …
Transforming Businesses: Top 3 Takeaways from Aragon Research Digital Transformation Panel Transforming Businesses: Top 3 Takeaways from Aragon Research Digital Transformation Panel Last week, RingCentral attended the Aragon Transform 19 event in Redwood Shores CA, hosted by Aragon Research, a leading technology research and advisory firm. The event featured two guest panels and an awards …
Scale it Like Santa: Simplifying the Complexities of Global IT Scale it Like Santa: Simplifying the Complexities of Global IT Scaling a business globally is challenging, whether you’re leading supply chain, implementing IT services, or delivering presents by reindeer and sleigh. The teams managing IT infrastructure are charged with keeping the lights on while adapting …
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