Many countries have started administering COVID-19 vaccines for the priority groups, and soon this will be extended to the rest of the population. Many vaccine providers are dealing with a large number of people every day. As well as making sure everything goes smoothly, they also need to make sure that social distancing measures are…

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This year has shown service providers the importance of not only embracing, but also adapting and innovating digital solutions to improve their services and stay ahead in in the game. While many have started to offer digital solutions, improving digital customer experience is still a challenge when things are still new. Source: The Qmatic Blog

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The customer journey map (CJM) is a design thinking tool, a method to develop innovation that focuses on people in order to overcome challenges and meet needs. It allows you to visualize each of the stages of the customer journey on a map; from when a person discovers a need, to when they become a…

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The customer journey is the path that a customer walks, between the different touchpoints and interactions with an organization. When we talk about the customer journey the central focus is on the customer. Do we know who they are? How they behave? What are their needs or expectations? Which factors make them buy a product?…

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Many healthcare providers face the challenge of budget constraints, limited resources, and having a lot of priorities. With this combination of pressures, streamlining workflows and increasing efficiencies, while also enhancing the quality of care become extremely important to maintain positive patient experiences. Source: The Qmatic Blog

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Managing patient journeys is the key to an improved patient experience, a better quality of care, and increased efficiency. Many healthcare decision-makers have noted the importance of using a patient journey management system, but face challenges in optimizing and integrating it with their hospital information system (HIS). In this article, we will explain about HL7…

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With the right design and implementation, an improved user experience can have great impact on your business and organization. But you might ask yourself: Is it worth allocating time and resources to ensuring my customers have a good experience? Or in other words, why should I apply techniques that improve the customer’s experience? What are…

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This year, vaccinations for the seasonal flu will be different due to the COVID-19 pandemic. Many patients are reluctant to visiting caregivers right now, but those worries should not stop anyone from getting their seasonal flu vaccinations. Fortunately, you as a healthcare provider can make their much-needed visits safe. Here I will explain more about…

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I talk to clients in the banking sector on a daily basis, and I am often asked to share observations to trends within customer experience. We operate in 120 countries and things may be different in different parts of the world but many things are the same. Therefore I thought I would share my outlook…

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The Covid-19 pandemic has pushed the need for safer queuing and customer journey, and with that, a move toward virtual customer journey management that allows service providers to adapt swiftly to the fast-changing environments and customer needs. This includes those in the public sector like tax offices, DMV, immigration offices, city halls, and other government…

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The need for virtual queuing has been on the rise since the start of the Covid-19 pandemic. However, even aside from the pandemic, virtual queuing seems to be the way forward as it provides flexibility, comfort, and convenience for customers. Source: The Qmatic Blog

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Most government offices around the world are faced with the twin challenges of strained resources and outdated systems. Combined, these two problems often cause inefficient operation and service delivery, which is reflected in the long wait times that customers have to face when dealing with public agencies. Source: The Qmatic Blog

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Lobby management is the process of managing and optimizing the arrival of visitors or customers in your lobby or waiting area, to improve both the customer experience and staff efficiency. Just like queue management and customer journey management, it aims to streamline and optimize the customer journey and it can be used to improve social…

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As we’re entering a new phase in the COVID-19 pandemic, businesses and service providers are preparing to reopen once restrictions are relaxed. When it’s time to reopen, there’s a good chance that customer footfall will increase, as their demands have been put on hold for some time. Meanwhile, there’s still an urgent need to maintain…

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Government offices around the world are opening up again and the demands on their services are bigger than ever. Here I will tell you how government offices, city halls and other public service offices can go about to assure adherence to regulations and restrictions regarding covid-19 pandemic and still start providing services to the society…

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In the coming weeks or months, lockdown and restrictions will be eased, and service providers will need to be prepared to accommodate customers in these times. As the COVID-19 risk will still potentially be high and some restrictions will still be in place, they need to remain cautious when reopening their premises and delivering their…

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As the situation changes, businesses and organizations need to adapt to the new normal. For service providers who remain open, the need for a safer environment for staff and visitors is becoming more important than ever. Source: The Qmatic Blog

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The current situation regarding COVID-19 has required us all to take precautionary measures and practice social distancing to reduce the risk of infection. For businesses, this poses a few challenges. Some services must remain available to accommodate the needs of customers. At the same time, the highest priority is to protect your customers and staff…

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In times of coronavirus breakouts and in the middle of the regular influenza season, there is an ongoing debate on how to avoid spreading of infections. One should point out that people suspected to carry the corona virus are treated with extra care, but it actualizes the never-ending story of the risks of getting infected…

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In times of corona virus breakouts and in the middle of the regular influenza season, there is an ongoing debate on how to avoid spreading of infections. One should point out that people suspected to carry the Covid-19 virus are treated with extra care, but it actualizes the never-ending story of the risks of getting…

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Long waiting times in businesses leads to poor experiences among visitors and an unhealthy work environment. How to reduce the waiting time is an essential question among managers. There are many ways to solve this, and below I have highlighted the importance of streamlining the queue process. At the end of the article, you can…

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When visiting healthcare facilities, patients are generally worried, stressed, and sometimes even in pain. Therefore, hospitals need to create a comfortable environment. In this article, I’ve shared my recommendations on what to consider when you want to improve the patient experience. Source: The Qmatic Blog

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My experience has shown that hospitals face many challenges that emerge as long waiting times and poor patient experiences. In this article, I’ll clarify why I believe investing in a patient appointment system is beneficial for both patients and staff members. Source: The Qmatic Blog

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My experience has shown that hospitals face many challenges that emerge as long waiting times and poor patient experiences. In this article, I’ll clarify why I believe investing in an appointment system is beneficial for both patients and staff members. Source: The Qmatic Blog

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Some people refer to appointment scheduling primarily as a booking function. In my opinion, it’s much more than that. To improve the customer experience, you need to deal with confirmations, reminders, cancellations and rescheduling. This takes priority when it comes to time and investments. Source: The Qmatic Blog

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As people’s expectation continuously increase, banks need to offer a great customer experience, both online and offline. In this article, I’ll explain how you can improve the customer experience by managing your queues. Source: The Qmatic Blog

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In an era where customers expect frictionless service and immediate response at every touchpoint, success is to a large extent based on how well companies can rise to these demands and expectations. That’s why it’s paramount to make the customer experience smooth, consistent and relevant throughout the customer journey. Source: The Qmatic Blog

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A crucial factor in solving a queuing problem is managing the customer’s perceived service level. In this article, I’ll go through my definition of a queuing problem and how to solve it by improving the customer’s waiting experience.  Source: The Qmatic Blog

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The main problem that patient face while waiting is uncertainty. Patients often don’t know is how long the wait will be or what to do. That uncertainty can damage the patient experience. A great patient experience is based on the healthcare providers ability to deliver a clear, fair and obvious process for managing needs, expectations…

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In this blog post we’ll discuss the oldest and most common way to manage queues and waiting – Linear Queuing. But what does it exactly stand for, and how does it differentiate compared to other types of queuing principles? Learn all about the important factors when designing a linear queue, the benefits, and when it…

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Providing an excellent patient experience goes far beyond how well your caregivers treat physical ailments. It engages the entire patient journey – beginning with the information a potential patient finds online before deciding to book an appointment through how successfully the provider prevents a medical relapse, and including every physical, emotional, and environmental detail in…

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One of the main types of queuing is virtual queuing, but what does it exactly stand for, and how does it differentiate compared to other types of queuing principles? In this blog post you can learn about the important factors when designing a virtual queue, the benefits of virtual queuing, and when it is the…

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No rule says customer experience (CX) excludes government agencies. However, it’s challenging enough for enterprise business to implement CX strategies, meaning it’s even more so for governments with the uphill battle of limited budgets, staff shortages and hiring freezes. No matter the business sector, no customer likes to wait. With this post, I want to…

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As a healthcare organization, you’re usually measured on the quality of service you offer to patients and how many patients you are able to successfully support. The overall patient experience is dependent upon both of these elements, with a good experience seeing patients getting to their appointments quickly and easily. Source: The Qmatic Blog

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For public services, customer feedback is often feared as much as it’s appreciated, usually because feedback is only supplied if a visitor has a negative experience, with the vast majority of visitors not bothering to leave feedback at all. However, customer feedback is not something to be feared, it should be actively encouraged. With a…

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For healthcare, the more efficient you are, the more patients you can treat and the better your reputation will be. But for too long, the industry has had a poor reputation for patient experience, due to long waiting times and rigid booking structures. In our recent survey of over 600 healthcare and public services decision makers,…

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For healthcare, the more efficient you are, the more patients you can treat and the better your reputation will be. But for too long, the industry has had a poor reputation for patient experience, due to long waiting times and rigid booking structures. In our recent survey of over 600 healthcare and public services decision…

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Let’s face it; for the majority of people, visiting a public service is a chore that has to be done, not an enjoyable task. It doesn’t matter whether it’s a vehicle licensing center, a tax office or anything else, providing service to citizens as quickly as possible is always a major target for public service,…

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If you work in the healthcare sector, you’ve probably noticed that patient expectations are rising rapidly, right? Patients who are accustomed to gaining instant access to almost anything they want via their smart phone, expect their healthcare environments to offer a similar level of service. Source: The Qmatic Blog

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We live in a world where you can order a pizza at the touch of a button or book a flight with just a few swipes. So, it’s understandable that citizens have high expectations. If they’re confronted by long queues or a lack of information when they use your services, they’re far more likely to…

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We recently undertook a global research survey of over 600 decision makers across healthcare and public services – and the results were telling. Almost all (94%) respondents said that it’s important for their organization to ensure a good patient experience, but over half (56%) said they believed patient journey management would be too expensive for…

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Public service users’ expectations are rising. We recently undertook a global research survey of over 600 decision makers across healthcare and public services – and 54% said citizens are complaining more about waiting or queuing than they were a year ago. Source: The Qmatic Blog

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Our research shows that keeping information, citizens and patients flowing is critical. You want to be there for them every step of the way, but that’s a real challenge when you’re facing skills shortages, increased efficiency targets, and more demands on your time and budget than ever before. Source: The Qmatic Blog

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For government institutions and healthcare facilities of all types, keeping information, citizens and patients flowing is critical. And that means removing the barriers to your own productivity, reducing unnecessary administration, allowing citizens and patients to exercise choice, and focus on the quality of service and care. Providing the best possible experience for a range of…

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A visit to the doctor over the internet gives more people access to care regardless of time and location. It’s not the end of having “a physical”, but it’s a great complement. Source: The Qmatic Blog

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Voice-controlled virtual assistants are gaining ground and will soon become integrated into many service situations. Maybe it will become the universal way of getting things done. Maybe not. Source: The Qmatic Blog

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Oskar Fajerson started at Qmatic three months ago taking on the position as SVP EMEA/APAC. With a background at eye tracking technology company Tobii, Oskar is used to working with tech savvy colleagues, and I took the chance to talk to him about his first months at Qmatic has been. Source: The Qmatic Blog

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 This story from Adams County, Colorado, USA, is about decreasing annoying long waiting times and creating a better work environment, happier citizens and saving money in the process. Source: The Qmatic Blog

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We live in a world of digital transformation and an explosion of information. Organisations in all sectors are challenged to keep data safe. But, keeping data safe is much more than just sending encrypted messages and working with ‘strong passwords’.  Source: The Qmatic Blog

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  Many of us believe we have only seen the beginning of how smart phone technology will transform our lives. If in doubt, consider the fact only ten years has passed since the first iPhone was launched, yet today mobile technology has changed all we know about how we access information and services. Along with…

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  Modern customer journey management is not only a way to create better value for business in terms of return on investment and growth. In Milton Keynes in southern England, it has improved support for people in economic and social difficulties, helped to give assurance to the most vulnerable customers and made better use of…

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In April, the U.S. Department of Veterans Affairs launched a website called Access to Care that relays patient experience metrics like wait times at its clinics. It also compares VA hospitals against other medical facilities in a region on measures like how quickly a veteran can get an appointment and satisfaction with care. Source: The Qmatic…

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Electronic Medical Records (EMRs) allow providers to track patient data over time, identify patients who need preventative visits and screenings, and monitor how they measure against health guidelines. In so doing, EMRs can help to improve quality of the medical experience. But EMRs are only one piece of a much bigger and more important effort…

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In the past month, I have joined Qmatic as Chief Marketing Officer. One of the things I have been most thrilled to see are the ways Qmatic solutions contribute to our clients’ efforts to create great business interactions and customer journeys. South African Capitec Bank is one great example. In a competitive global banking industry, they…

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There’s a tenet in customer organizations born from things like the Golden Rule or Dr. Maya Angelou’s often shared confession, “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” It’s just as true in customer facing organizations – people…

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  Creating a consistent customer journey that narrows the gaps between digital and real world environments often means identifying friction points, understanding why they exist and having the resources in place to fix them quickly. From the standpoint of the customer, a smooth omnichannel experience is characterized by four qualities – reliability, relevance, value, and…

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From January 15 through 17, Qmatic joined 35,000 retail professionals for the 106th annual NRF Big Show Convention and Expo.[1]  We had a great time sharing information and learning about advances in retail and customer experience, networking with peers, and more. The event was a powerful opportunity to show the industry how revolutionary a flexible…

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“Positive energy breeds positive energy and a smile most often generates another one back. So very simple but so often hard to live up to in high pressure situations.” As we have just concluded 2016, it’s a good time to reflect over the tremendous momentum that we have at Qmatic going into the new year.…

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