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Healthcare customer experience trends for 2022

Technology, a global pandemic, the adopting of patient-centered care, and evolving consumer demands are transforming every aspect of healthcare. As the dust of 2020 settles (yes, that was two years...

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What is average handle time – and does it matter anymore?

Google “Average Handle Time” and you’ll be pointed in the direction of innumerable articles that describe what this metric is – and advise you to reduce it.  And, once upon...

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Customer service vs customer experience – what’s the difference?

The terms “customer service” and “customer experience” are sometimes used interchangeably. While they’re connected, they’re not the same, and it’s important to understand the differences and how each can help...

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“Empathy” has become a CX buzzword, but customers aren’t feeling it

Being able to see things from the customer’s perspective is foundational to creating great customer experiences (CX).  So why is it that – in the context of CX – the...

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The broken feedback loop that creates CX blindspots (and how to close it)

Here’s a tough question: what do your prospects and customers really think about your customer experience (CX)? What does it actually feel like to engage with your business?  If you’re...

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How the pandemic has changed digital customer experience for good

The pandemic has been a driving force for change in the way we live, work, and interact with one another. Customer expectations have drastically changed, and brands must step up...

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