Posts Tagged ‘customer journey map’

How to Build a Healthcare Journey Map

You’ve learned about healthcare journey maps. And why it’s important to build healthcare journey maps. Now you’re ready to create a journey map for your healthcare organization. But what’s the process? In my experience building healthcare journey maps, the most important factor is to have a solid foundation in healthcare. The person who builds the […]

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Understanding Healthcare Journey Maps

Healthcare journey maps are usually drawn as linear – with a clear start and end. But look closely at the healthcare journey, and you’ll see it’s actually circular. The end of treatment doesn’t mark the journey end. It’s merely a lull, a period of maintenance before the next symptoms or life events trigger the journey […]

Healthcare Journey Caring Hands

My Healthcare Journey: Precision Surgery to Post-Op Confusion

As I returned home after my recent total hip replacement surgery, I saw it again: Our nation’s best health systems may deliver exceptional service at point of care, yet miss the mark at so many other healthcare journey touchpoints. For me, it was just an annoyance. To others, it can be a barrier to accessing […]

AI adoption allows employees and AI to co-exist

Perficient and Symantec Empower Customers with AI

Perficient Digital and Symantec have created an AI-enabled self-service cybersecurity support agent called ‘Sami.’ We are excited to announce that the new platform reduces phone channel use, case abandonment, and improves knowledge of customer behavior.  [perfectpullquote align=”full” bordertop=”false” cite=”” link=”” color=”” class=”” size=””]“When it comes to user-centered design, there is a strong push toward real […]

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5 Essential Steps for Improving Your Customer Care

Satisfying today’s digitally savvy and well informed customers boils down to one common theme – customer experience. Price and quality are key considerations when making purchase decisions. However, it’s the experience that keeps customers coming back for more. 73% [of consumers] said a good experience is key in influencing their brand loyalties Your organization must […]

Customer Experience (CX) Dimension #1: Customer Insight

The first of the seven customer experience (CX) dimensions discussed in Perficient Digital’s CX strategy guide is Customer Insight. As I’ve discussed in the previous posts in the series, in life sciences, “customer” means many things: patient, physician, clinical site, clinical subject, research partner, regulatory agency, vendor, and even employee. To provide each of these […]

CX Methodology And Site Relationships: Duke-FDA Case Study

If you haven’t read the previous posts in this series, be forewarned that this week’s post might be a little hard to follow, as it assumes you have all of the context from the series to-date. Still, I encourage you to dive in, and I’ll do my best to connect all of the dots for […]

CX Insights And Journey Maps Improve Clinical Site Relationships

In the previous posts in this series, I’ve explained why you should consider clinical sites as your “customers,” and what customer experience (CX) methodology is and how it’s used. In this post, I’ll explain how the methodology applies to clinical sites and how the insights it provides can help improve site relationships. With the notion […]