Healthcare organizations are transforming their patient experience measurements away from simple surveys to more sophisticated voice of customer programs. In this episode, Reed Smith and Chris Boyer share some of the pitfalls with survey-based measurement, and how to embrace predictive customer insight. They are joined by Amy Brown, CEO of Authenticx, who share how truly listening to the “voice of customer” in context of conversations helps to uncover hidden areas impacting the overall patient experience.
Mentions from the Show:
Prediction: The future of CX
5 Best Practices For Your Voice of The Customer (VoC) Program
What is Conversational Intelligence?
The Eddy Effect
Customer Voices Report: The Eddy Effect
The Complete Eddy Effect Guide
Amy Brown on LinkedIn
Amy Brown on Twitter
Touchpoint.health
Chris Boyer on LinkedIn
Chris Boyer on Twitter
Reed Smith on LinkedIn
Reed Smith on Twitter
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