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How to do a Patient Waiting Time Analysis
Source: The Qmatic Blog
Read MoreImproving Government Efficiency with Smarter Service Provision
Governments across the world are under pressure to improve public sector performance and at the same time contain expenditure growth – pressure that has not relented since the economic crash of 2008. Source: The Qmatic Blog
Read MoreCX vs. UX – isn't it all just about the experience?
Sometimes the jargon gets a little confusing. Here we take a look at the relationship between Customer Experience and User experience. Source: The Qmatic Blog
Read MoreVideocare means everywhere and anytime
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
Read MoreA word to the wise
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
Read MoreWhen less is more – why the best strategy in CX is about behavior quality
I do dumb stuff sometimes! Source: The Qmatic Blog
Read MoreFed up with queuing? You won’t have to wait more than seven minutes here
New passport within the hour. Take a queue ticket and get married. Stay in your car and get drive-in service. In Georgia’s capital Tbilisi, the 14,000 people who visit Public Service Hall every day wait no more than seven minutes to get their business dealt with by 400 operators working at maximum efficiency. Source: The…
Read More4 questions to Sven Andersson, Product Manager Statistics and Business Intelligence
4 Questions to Sven Andersson, Product Manager Statistics and Business Intelligence Source: The Qmatic Blog
Read More4 questions to Oskar Fajerson, SVP EMEA/APAC
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
Read More5 Questions to Ulf Larsson, Product Manager Hardware
I took the opportunity to talk to Ulf Larsson recently. He is our Product Manger Hardware, an area that has always been crucial to Qmatic as long as the comany has existed. Source: The Qmatic Blog
Read MoreQmatic saves time and money in Adams County
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
Read MoreIs data security keeping you awake at night?
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
Read MoreExciting results for mobile checkout in UK
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…
Read MoreHow Qmatic's solutions helped Milton Keynes Council
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…
Read MoreThe Only Solution to a Great Customer Experience is a Connected Solution
I love running. Lately, though, I have struggled with a sore knee. So last week, I booked an appointment with my clinic, and then went in for an MRI. Almost immediately, I noticed something surprising about the way they had structured the patient experience. Source: The Qmatic Blog
Read MoreWhy 11 Minutes is More than a Metric in the Patient Experience
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…
Read MoreDoes EMR give you all you need to know about your patient’s needs?
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…
Read MoreHow ‘Smart’ Cities are Improving Lives for Communities and Citizens
On city, state, and national levels, government organizations are working to understand how big data technologies could transform how metro areas work. Many have begun to gather, organize, store, analyze and use insights in an effort to become more efficient and improve life for their citizens. Source: The Qmatic Blog
Read MoreHow Capitec Bank Captured Market Leadership with Customer Service
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…
Read MoreDo You Know the 3 P’s of a Remarkable Customer Journey?
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…
Read MoreErase Friction in the Customer Journey with Journey Insights and Analytics
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…
Read MoreYou could be losing 25% of your serious prospects – do you know why?
Every day, an average of 80% of people who walk into a store will walk out without spending anything. That’s just a fact of retail life. Source: The Qmatic Blog
Read MoreA Better Customer Journey – Qmatic Insights from NRF Big Show
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…
Read MoreA New Year’s Letter from Qmatic President & CEO, Robert Ekström
“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.…
Read MoreThe One Thing You Can Do To Improve Your Store This Holiday Season
The holidays are an incredibly busy time of year. For many people, it means additional year-end work responsibilities, special events, time with family and friends, and a longer-than-usual shopping list. And most of us don’t have the luxury (or foresight) to schedule a day off to knock out all of our tasks at once during…
Read MoreWhy Amazon Go is a Mixed Bag for Retailers
[Image courtesy: Amazon] In 2014, I wrote an article for Customerthink called Retailers Provide “Amazon Experiences” in the Store. Little did I know then that Amazon already had spent almost two years working on a concept that would translate their online presence into the physical world. The company rolled out that newest category-changer this week. Source:…
Read MoreWhy People Should Be at the Heart of Your Retail Strategy
The global retail economy is in the midst of a major revolution. The recent PwC Global Total Retail Survey 2016 Report digs into the digital disruption that defined 2015. The diverse findings come down to this: consumers are in control. Source: The Qmatic Blog
Read MoreGet Mobile – How to Improve Productivity, Personalization, and Profit
Did you know that it’s quite possible that as many as three-quarters of the people who walk into a retail location have never been there before? Source: The Qmatic Blog
Read MoreInspire and Reward Your Shoppers this Holiday Shopping Season
The brick and mortar store long stood as the paragon of the holiday shopping experience. No longer. Consumers are simply too time pressed and cost sensitive to limit their shopping to physical stores. With mobile and online channels becoming increasingly pervasive, retail studies are confirming that “Consumers visit stores for more than just a purchase, and…
Read MoreOmnichannel Retail Satisfies Shoppers (and Makes You Money)
I recently bought a new coat. Not being much of a shopper, I gave the task to my wonderful wife. As it turns out, letting her pick out a coat for me wasn’t really practical. Choosing style and appearance, yes (she has great taste). Selecting fit and feel, not so much. Source: The Qmatic Blog
Read MoreHow to Improve Healthcare with Patient Journey Data
84% of hospital leaders rank patient experience as a top priority. Not only does the level of patient experience indicate how well care providers are performing their jobs, it impacts patient retention, competitiveness with other providers, compliance, reimbursement rates, and more. Source: The Qmatic Blog
Read MoreHow to Make Your Customers Want to Play the Waiting Game
Think of the last time you… • Went to the store• Renewed a license• Visited the doctor• Stopped at the bank… Each errand had its own specific purpose. But we would venture to say that all had one thing in common – it required that you wait, likely in a checkout line or for a…
Read MoreClicking is simple. Collecting should be too.
Click & Collect (C&C) is not a new concept to retailers or to customers. Earlier this year, it was estimated that retailers are fulfilling up to 70% of their online orders in-store.[1] It’s an attractive – and demanded – part of customer service and many retailers are starting to realise measurable benefits. For example, C&C…
Read MoreAre you Successfully Removing Experience Gaps from Your Omnichannel Retail Journey?
As recently as 2014, leading analysts including Forrester, Accenture, IDC, Ipsos MediaCT, Sterling Brands and Google Think were building a case for the omnichannel model.[1] It was considered a competitive advantage that most retailers were unable to leverage. It has rapidly evolved from being something that only ‘sophisticated’ retailers pursued to something most retailers today…
Read MoreYour Path to Success is Paved with Customer Journey Intelligence
Throughout recent history, many efforts have been made to understand what people consider to be ‘fair’ when it comes to the process of pursuing and waiting for the service they need from a provider. Adrian Swinscoe is a consultant, researcher, economist, and former teacher who – like Qmatic – cares deeply about helping organizations provide…
Read MoreThis is a Great Experience for the World
September 27th through 29th marks the customer experience event of the year. Great Experience 2016 is Qmatic’s annual client and partner event where we explore the most creative current and emerging ideas for the Age of the Customer. More than 300 participants from across 50 countries will come together in beautiful Barcelona, Spain to discuss…
Read MoreWhy Speed and Clarity are Vital to Great Patient Care
It’s been said that we suffer from a “perennial time-scarcity problem.” We’re busy at work. We’re busy at home. And among working parents – who have to care for their own health and the wellness of their children, time poverty present a real threat to health and wellbeing. It’s no surprise that consumers are demanding…
Read MoreWhat Are You Waiting For?
Freakonomics recently posted a podcast and article called “What are you waiting for?” The piece theorizes that standing in lines is a “sloppy — and frustrating — way for supply and demand to meet.” It offers some provocative thinking about why people wait in lines and the value of doing so. Shortly after it posted, I…
Read More6 Ways Consolidation Creates Savings and Success for Government Agencies
Around the world, municipal agencies are trying to manage high service expectations from constituents. They are striving to do more – for more – with limited resources. And they are taking steps to ensure their efforts are meaningful and transparent. Source: The Qmatic Blog
Read MoreWhy Your Secret to Happiness is a – Self-Service Kiosk
A recent study entitled “Valuing Time Over Money Is Associated With Greater Happiness” confirms what we have long suspected. First, when it comes down to it, people value time more than money. Second, they assign a high financial value to their time. And third, those who prioritize time over money tend to be happier. [1]…
Read MoreThe 5 Parts of Omnichannel Banking that You Need to Keep Your Customers
There are few industries in which customer expectations are shaping the future as they are in banking. Customers know they can expect personalized offerings, they want options for when/where/how they want to complete their transactions, and they know they have options. Banks are working harder than ever to keep up with this savvy audience. They…
Read MoreThe 2 Ways Government Offices Can Do More For More Citizens
Public agencies are at a crossroads. Many have done things a certain way for a very long time. Many lack sufficient funding or an adequate workforce to push forward significant innovation. And because there is no real competition between government agencies, many have simply opted to continue on their current path, regardless of a reputation…
Read MoreWhat is an API and How can it Improve my Customer Journey?
Across news channels, it’s becoming increasingly clear that SaaS (Software as a Service) is driving and reshaping businesses and government organization IT strategies. With this new reality, it’s more important than ever to enable technologies to communicate with one another in a streamlined and secure digital ecosystem. Source: The Qmatic Blog
Read MoreA License to Impress: How Technology is Improving the DMV Experience
It varies by state and county, but the average national Department of Motor Vehicles (DMV) appointment takes between 34 and 44 minutes. Considering that most of us only have to go every couple of years to apply for or renew a license, manage a title, or take care of some other related task, this outlay…
Read MoreThe 4 Tips You Need to Improve Productivity and Customer Delight
Source: The Qmatic Blog
Read MoreTwo Ways Qmatic Shapes the Future of Customer Journey
Building a framework for resiliency and the future success of any enterprise involves assessing where the industry is headed, how demographics may change, and what the competition may bring to the marketplace. It also requires that the enterprise have an actionable, future focused strategy for meeting challenges and taking advantages of opportunity. This may be…
Read MoreHow to Integrate BI for the Best Possible Customer Experience
Last week, we looked at why it is important to collect, process, and engage customer journey analytics. We made the point that it’s impossible to analyze and learn from data you haven’t collected. This week, we look at how to integrate a business intelligence (BI) function into every component of your customer journey platform. Source: The Qmatic…
Read MoreThe Loyalty Imperative: How BI Strengthens Relationships and Profit
Fact: Retaining a customer costs roughly seven times less than attracting a new one.[1] Fact: Improving customer retention rates among the right customers can improve profits by up to 95%.[2] Fact: Most organizations notice customer churn rates about six months past the point when they actually failed the customer.[3] Source: The Qmatic Blog
Read MoreHow Public Offices are Improving the Citizen Experience
Across the country, government and public agencies are facing a conundrum. On the one hand, entities like the DMV, Department of Veterans Affairs, and city/county services don’t have to deal with competition. For the most part, citizens have one resource option for satisfying requirements like renewing a license or filing a building plan. On the…
Read MoreMyfunwait Transforms the Queue Line into the Gaming Field
Next time you’re at the doctor’s office, DMV, bank, or store (or any other place where people are waiting), look around. Chances are, most of the people around you will be doing something on their phone. More than two-thirds of them (68%) are probably playing a game. Source: The Qmatic Blog
Read MoreDo you Know How to Connect the Dots in an Omnichannel CX?
Imagine you are out for a special dinner. You start with appetizers and have a few courses, all the way through dessert and coffee. The wait staff is attentive, but not pushy. The environment is welcoming and comfortable. The service is well timed. Your appetizers and dessert are delicious. But the filet mignon you ordered…
Read MoreHere’s What a Great CX Environment Looks Like – and What You Need to Do
Over the past few weeks, we’ve looked at the customer experience from a few vantage points. We’ve clarified the difference between the customer journey, customer service, and the customer experience(CX). The most important point to note is that CX is inclusive of many parts. And it reflects how customers, patients, and citizens perceive every step, engagement,…
Read MoreHow to Build the BI Trifecta and Win at CX
Business intelligence (BI) has become widely relied upon to deliver actionable data to employees in a much shorter period of time than has been historically possible. The process of gathering it has become a great way to give customers a voice in the content, process, and quality of their interaction with a company. Individually and…
Read MoreImproving the Citizen Experience with Technology and Data: IIMC 2016 Report
From May 22 through 24th, the 70th International Institute of Municipal Clerks (IIMC) Annual Conference drew thousands of attendees to Omaha, Nebraska. The event is put on every year to support municipal clerks, who act as a gateway to city hall for citizens, and whom elected officials count on to make sure public meetings, public…
Read MoreA Patient Experience Approach to Better Healthcare Solutions in Texas
On May 19, 2016, I took part in the panel Healthy Populations: Serving the Citizens of the Lone Star State given during the Texas Governing Leadership Forum. The event focused on the opportunities and solutions needed to manage issues related to the rapid growth of the state population, including infrastructure, labor, education and healthcare. Source:…
Read MoreThe Customer Experience Strategy You Can’t Afford to Miss
Before we begin, let’s clarify a very important point. Customer Experience ≠ Customer Service ≠ Customer Journey The customer experience (CX) is summative. It is how your customers, patients or citizens perceive the quality of your environment and services, and their journey through its many channels and engagement points. Source: The Qmatic Blog
Read More3 Steps to Less Perceived Wait and More Customer Delight
While it may not be the first thing you think of when considering the parts of a great customer experience, perceived wait time is invariably one of the most important factors in his or her journey. Fortunately, understanding how to create an engaging, positive waiting experience has a lot to do with human psychology. Source:…
Read MoreOnline and In Line: The Secret to Great Omnichannel Banking
In May 2015, Javelin Research reported that banking had hit an inflection point.[1] At that point, 23% of primary bank customers in the U.S. described themselves as “mobile first,” meaning that they rely primarily on mobile for checking account activities. And in general, as many bank customers turn to mobile as to their branch for…
Read MoreYou Will Never Have Happy Customers without Happy Employees
Satisfaction is a cycle. It may have your customer at the center, but it has your employees at every point in the journey. More engaged and fulfilled employees support more productive, efficient, and happier customer journeys. And in turn, happy customers are more relaxed, nicer, more loyal, and more likely to make your employees happier…
Read MoreHow to Communicate Care: Resources for a Great Patient Experience
In a clinic setting, the average amount of time a patient with an appointment spends waiting to see their physician is 48 minutes. In an emergency room setting, the average time a patient will wait to be seen is 24 minutes. Whether a patient is in a healthcare environment for a check up, an acute…
Read MorePinpointing Value: How Beacon Technology Improves the Retail Experience
Only a year ago, online and mobile shopping hit tipping points, overtaking brick-and-mortar shopping. Some analysts were sounding a death knell for the in-store experience. In part, this was due to growing customer demands for instant service accommodation, product availability, and an easy, personalized experience. Source: The Qmatic Blog
Read MoreWhy Knowing Human Psychology is the First Step in a Great Customer Journey
Do you like to stand in line? No. Of course you don’t. Ask anyone whether they like standing in line, and the answer will almost invariably be ‘no.’ Despite all the things we candoonline, we still typically connect with products and services in a physical space. We might start our customer journey online, but…
Read MorePerception and Profit: How Customer Experience Drives Growth
The customer journey has become increasingly important to every organization across every industry. We have talked about how social media gives your customer a powerful voice and is important to the perception and strength of your organization. Now let’s take a look at how the customer journey influences brand advocacy and loyalty. Source: The Qmatic…
Read MoreThe Business with the Best Customer Service Wins
It doesn’t matter whether you have a shop, a restaurant, or a bank. Without customers, your business doesn’t exist. And thanks to the ease and connectivity of social media and online review sites, your customers hold more and more of the cards. In the Age of the Customer, the business with the best customer…
Read MoreThe One Thing You Need for an Impactful Customer Experience
These days, it’s almost impossible to think of a place that lacks at least some kind of structured queuing process. From check-in kiosks to digital signage throughout the environment, people expect to have a degree of control over their experience, as well as a sense of awareness about their waiting time. Source: The Qmatic Blog
Read MoreGet Your License and Go: How Qmatic is Transforming the DMV
Historically, on a list of organizations that provide a great customer experience, the Department of Motor Vehicles (DMV) has ranked low. A reputation for disorganization, long waits, and general operational inefficiency all contribute to this perception. Source: The Qmatic Blog
Read MoreThe Best Ways to Promote Happy Staff and Customers
Customer experience and employee satisfaction are two sides of the same coin. Happy customers correlate to increased employee engagement and retention, customer service and sales. When employees are happier and more productive, customer satisfaction and revenue generating activities go up. Source: The Qmatic Blog
Read MoreWhy Omnichannel Banking Matters Now More Than Ever
In 2015, the banking industry reached a tipping point. The number of people using mobile banking applications surpassed the number of customers still going to their local branch to take care of their regular needs. Likely as a consequence of the growing number of new digital banking users, the number of bank branches in the…
Read MoreWhy Click and Collect is at the Heart of Great Retail Experience
For 89% of customers, one bad experience is all it takes for them to decide to abandon a brand. There is no question – we are living in the Age of the Consumer. As Forrester has observed, “the only sustainable competitive advantage is knowledge of and engagement of customers.” Fortunately, the tools exist for both…
Read More5 Steps for Creating the Ideal Patient Experience
The Affordable Care Act (ACA) was passed formally in 2012. Since then, the emphasis on patient experience has seen a significant rise among health care providers. Reimbursements and penalties are now based almost entirely on the quality of care. Consequently, providers across the continuum of care, from single clinics to large hospital centers, are paying…
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