Why is Business Process Management important for service-based organisations?

A business process is a collection of linked tasks or set of activities that, once completed, will accomplish an organisational goal. Business processes are the blueprints that are followed to achieve all kinds of business tasks and goals, and...

Why an appointment is not just an appointment

For many of us when we hear the word appointment, we think of a face-to-face interaction at a pre-arranged time. And that’s what the dictionary describes an appointment as, “an arrangement to meet someone at a particular time or place”. When we...

Patient Journey Part 2: How can real-time engagement improve the experience of oncology patients during their visit?

In our first installment of this blog, we discussed creating a patient-centric operational treatment plan, and using an omnichannel approach to delegate and empower the patient as an integral part of the oncology patient journey. In this post we...

Patient Journey Part 1: How can omnichannel engagement improve the experience of oncology patients and supporting family?

Healthcare providers today ask more of patients; inundating them with intake forms, screening questionnaires, patient experience & satisfaction scores and more. Nevertheless, patients are interested in getting pertinent educational information,...

New Year Message from NEXA’s CEO

10 Things Every Service Based Organisation Needs to Do to Improve their Customer Experience in 2018

As we delve deeper into ‘the age of instant gratification,’ customer experience is not just a consideration, but the metric by which many organisations live or die. It’s also one that most service businesses are looking to improve – research by...

PART 2: Service design for the patient of the future

Following on from Part 1 which explored the basic principles of service design, the practical and applied framework through which an organisation’s services are designed from scratch or existing services re-designed, is the service design...

Part 1 of 2: Service design for the patient of the future

Less than a decade ago patients would automatically consult a medical professional to address their health issues. Now with the proliferation of technology and availability of information,  the patient approach to manage their healthcare has...

Six Reasons Why More Companies Are Embracing Appointment Scheduling

Knowledge is power: Benefits of queue analytics

How many people are standing in your waiting lines at a given moment? How long will they be waiting? How long is too long? At what point are your queues hurting your service experience and resulting in dissatisfied customers?