Why 11 Minutes is More than a Metric in the Patient Experience

Posted by Jeff Green

8/3/2017

In April, the U.S. Department of Veterans Affairs launched a website called Access to Care that relays patient experience metrics like wait times at its clinics. It also compares VA hospitals against other medical facilities in a region on measures like how quickly a veteran can get an appointment and satisfaction with care.

Read More

Topics: Public, Healthcare

Does EMR give you all you need to know about your patient’s needs?

Posted by Jeff Green

7/10/2017

Electronic Medical Records (EMRs) allow providers to track patient data over time, identify patients who need preventative visits and screenings, and monitor how they measure against health guidelines. In so doing, EMRs can help to improve quality of the medical experience. But EMRs are only one piece of a much bigger and more important effort – true, attentive care for the whole human.

Read More

Topics: Healthcare

How ‘Smart’ Cities are Improving Lives for Communities and Citizens

Posted by Peter Lundqvist

6/7/2017

On city, state, and national levels, government organizations are working to understand how big data technologies could transform how metro areas work. Many have begun to gather, organize, store, analyze and use insights in an effort to become more efficient and improve life for their citizens.

Read More

Topics: Technology, Government

How Capitec Bank Captured Market Leadership with Customer Service

Posted by Peter Lundqvist

5/22/2017

In the past month, I have joined Qmatic as Chief Marketing Officer. One of the things I have been most thrilled to see are the ways Qmatic solutions contribute to our clients’ efforts to create great business interactions and customer journeys. South African Capitec Bank is one great example. In a competitive global banking industry, they are growing and thriving, thanks to an active commitment to providing personal service and accessibility across every one of their 800-plus branch offices.

Read More

Topics: Customer Experience, Customer Journey Intelligence

Do You Know the 3 P’s of a Remarkable Customer Journey?

Posted by Jeff Green

4/3/2017

There’s a tenet in customer organizations born from things like the Golden Rule or Dr. Maya Angelou’s often shared confession, “I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” It’s just as true in customer facing organizations – people don't buy what you do, they buy how you make them feel and the story you give them to tell.

Read More

Topics: Customer Experience

Erase Friction in the Customer Journey with Journey Insights and Analytics

Posted by Sven-Olof Husmark

3/24/2017

Creating a consistent customer journey that narrows the gaps between digital and real world environments often means identifying friction points, understanding why they exist and having the resources in place to fix them quickly.

Read More

Topics: business intelligence