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

The 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?

7 clever ways to reduce waiting times in your organisation

Nobody likes waiting in queues. Not only is the lost time frustrating, but also the feelings of uncertainty, boredom and annoyance makes the wait so undesirable and sometimes unbearable! Here are 7 ways to reduce waiting times in your service...

Customer experience is a conversation - how do you make it the best one you can?

Now that the world is technically at the fingertips of anyone with a smartphone, customers are getting savvier and savvier. And as they do, they are expecting the best possible customer experience – from every provider, every time.

Designing services that deliver – Q & A with Katie Bowden

Service Design is not a new concept. A strategic approach to Service Design solutions are however powerful differentiators for service-based organisations. Creating a vision, driven by the customer experience, that encompasses the flow of a...