Touch Point Media

TP56 – CX: Understanding Customer’s Needs to Improve their Experience

  • Feb 28, 2018

TP56 – CX: Understanding Customer’s Needs to Improve their Experience

 
 
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Hospitals and health systems understand the importance of understanding and optimizing the customer experience. Whether through customer journey mapping or developing systems to gain a 360 degree voice of the customer, the fact remains – superior customer experiences are the most impactful way to differentiate and gain a competitive advantage. In this episode, hosts Chris Boyer and Reed Smith review five findings from the 2018 CX Trends Report by InMoment and discuss how these trends impact our industry today. This episode also includes an interview with communications expert Kristin Faulder, in which she discusses best practices in how organizations can develop a communication framework across the entire customer experience.

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Chris Boyer

Chris Boyer

Digital strategist for health care/health systems. Principal, @chrisboyer LLC. Mayo Clinic Social Media Network Platinum Fellow. Co-host: http://touchpointpodcast.com

Reed Smith

Digital Tech Consultant to Hospitals & Healthcare Orgs. Advisor @MayoClinic Social Media Network and @SXSW Health & MedTech. @SocialHealthIns Founder

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