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...
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...
Are you ready for today’s digital patient?
Today’s patients are not sitting idle in waiting rooms hoping they will be seen by a doctor at some stage. They are researching healthcare providers online, seeking recommendations on Social Media, looking up symptoms, booking appointments online...
Hey Hey, it’s CX Day
CX Day is a global celebration of companies and people who are delivering the highest-quality experiences to customers, created by the Customer Experience Professionals Association (CXPA), the premier global non-profit organization dedicated to...