Archives for Customer Experience

Exploring the Fundamentals of Patient Experience

Leveraging Technology and Best Practices to Attract and Retain Patients Competition amongst medical care and insurance providers has hit an all-time high thanks in part to health care reform. With added options available to patients, the power has shifted to those seeking medical care, rather than those providing it. This shift has resulted in significantly altered patient expectations; patients once focused solely on obtaining quality medical treatment now expect a more robust and effective experience whenever dealing with a medical provider. According to a wide range of studies and surveys, today’s patients expect: That a medical provider knows them and
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Building a Comprehensive Approach to Patient Experience

Boiled down to their basest form, patient demands include that a provider know who they are, communicate efficiently, address their personal needs and maintain simple access to care documents and information. Addressing these demands requires a comprehensive approach. Building a 360-degree customer experience involves the implementation, optimization and integration of multiple technologies and best practices. Understanding your patients’ demands, and the strategies for meeting them, is vital to the ongoing success of your practice or organization. There are a number of key goals all medical providers should strive for when creating an effective patient experience, including: Maintaining effective communications Knowing
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Patient Experience Technologies and Best Practices

Understanding the demands of your patients is simply the first step in creating a holistic approach to meeting their needs. To create a truly effective patient experience, it is important to explore all available technologies, best practices and strategies across the healthcare industry and beyond. Only by utilizing the wide range of technology and strategy available can you support patients to their expectations. Patient Experience Technologies Medical providers have a wide range of technologies from which to choose when attempting to create an effective patient experience. Today’s medical provider can build a patient experience on: Contact center platforms: The modern
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Avtex Acquires Integrated Access Solutions

MINNEAPOLIS, MN – May 30, 2017 – Avtex, a provider of Customer Interaction Management Solutions, announced today that they have acquired Integrated Access Solutions (IAS), a customer experience (CX) and contact center solutions provider.  IAS specializes in custom built, hand-crafted contact center solutions leveraging the Genesys and Microsoft platforms. “We’re really excited to bring the IAS team into the Avtex family and cement a broader footprint in the West,” says George Demou, Avtex President and CEO. “The IAS commitment to quality and focus on CX technologies aligns nicely with Avtex.” As part of the acquisition process, the partners at IAS
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The Impact of Video in the Financial Services Industry

For years, video conferencing has played a vital role in employee collaboration and personal relationships. As video conferencing technology becomes more secure, powerful and affordable, the inclusion of virtual face-to-face support in the financial services industry is a foregone conclusion. Where customers were once forced to settle for chat or phone conversations, future financial dealings will be accomplished via video kiosks and mobile video connections. Video support will allow banks, lenders and insurance providers to create deeper connections with their customers, regardless of the length and nature of the interaction. Let’s look at 2 different examples of how video can
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How does Social Media Utilization Impact the Financial Services Industry?

Social media platforms offer a wealth of user data and interaction ripe for utilization by financial service providers. As social media use proliferates across the globe, and solutions for utilizing the available platforms emerge, financial service providers must seize the opportunities. The future of social data utilization is bright, especially in the financial services realm. Let’s look at a couple of examples: Samantha notices a strange charge on her credit card account. Her bank regularly monitors its social media accounts to identify opportunities to engage customers who are unsatisfied or looking to find information regarding a product or service. After
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The Impact of Personalization in the Financial Services Industry

The expectation that a business should maintain detailed information regarding its customers is nothing new. For years, consumers have expected businesses to quickly be able to locate their account information, history with the company, standard demographic data and more. As product and provider options within the financial services industry continue to evolve and diversify, consumers are likely to expect the organizations they do business with to maintain an even more detailed knowledge base. Maintaining comprehensive customer data benefits organizations as much as it benefits consumers – the more information a financial service provider maintains, the better they may understand consumer
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The Future of Financial Services in the Expectation Economy

For as long as can be remembered, mankind has attempted to predict the future. In fact, many an accomplished author has tackled the challenge of forecasting the future state of the human condition. Greats like Orwell, Wells, Huxley, Bellamy and Bradbury shared their thoughts on what the future may hold – some bolder than others, some with more accuracy than others. Many such predictions were focused on the ways we access money, do business and protect our financial well-being. For instance, in his 1888 novel, Looking Backwards, Edward Bellamy predicted the use of credit cards, more than 60 years before
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Avtex Achieves Type II AICPA Service Organization Control (SOC) Compliance

MINNEAPOLIS, MN – April 27, 2017 – Avtex, a provider of integrated interaction solutions, announced today the successful completion of the Type II SOC 2 compliance process. This certification comes on the heels of the organizations achievement of Type I SOC 2 in April of 2016. “The addition of Type II certification demonstrates our ongoing commitment to mitigating potential risks associated with Security and Availability,” said Eric Van Heel, Vice President, Cloud Solutions Support. “SOC 2 also demonstrates to our customers that we have taken real steps to insure we follow industry best-practices to safeguard their systems and data.” According
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Kurt Schroeder Joins Avtex as Chief Experience Officer

At Avtex, we are focused on continually improving our ability to offer clients the best possible support and service. We accomplish this goal by hiring the best and the brightest, adding new solutions and service offerings, and expanding our internal knowledge of our technology and partners. I’m pleased to announce that Kurt Schroeder has joined the Avtex team as our Chief Experience Officer. In his new role, Kurt will lead the development and growth of our CX practice. Kurt comes to us from Baker Tilly, LLP where he developed the Growth Strategies into a national practice. The Growth Strategies practice
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