News
Arrival management: Moving visitors from online to an in-person visit
In this article, I describe what arrival management is and how you can use it to move your visitors seamlessly from an online experience to an in-person visit. At the end of the article, you can download a guide about appointment management where you can learn even...
Patient flow management tips for vaccination programs
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...
Digital customer experience: Tips to improve services and satisfaction
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...
What is a customer journey map?
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...
What is the customer journey?
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...
Patient journey mapping: What you need to know
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...
Integrating a patient journey manager with a hospital information system with HL7
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...
The benefits of improving customer experience in your business
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...
How to improve the experience along the banking customer journey
Customer journeys in banking can be difficult to follow, especially in the quickly changing landscape of retail banking. But staying close to the customer at every stage of the customer journey is key to driving business and keeping customers satisfied. Source: The...