Creating and measuring value of service: the healthcare industry perspective with Leslie Pagel
The healthcare industry across the world has entered an era of vulnerability. We are facing staff shortages, a cost of living crisis, and general anxiety among workers and patients. Maintaining a high standard of service has become increasingly challenging. However, there is excitement regarding advanced technology integration in healthcare. Healthcare providers across the world now…
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Conducting consumer interviews: your guide to actionable insights
Consumer interviews are the most powerful method of understanding how a product or service fits around someone’s life. Through interviews, a researcher gets a rare opportunity to observe facial expressions, emotions, and a broader perspective on what value a product brings to the consumer. However, why would consumers give you time and believe their inputs…
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Capitalising on feedback with conversation intelligence
According to Forrester Research, customers are in a space of survey overload. “We are now sending customers so many surveys that it hurts our CX performance.” Understanding customer feedback is essential if businesses want to improve customer experiences and boost retention. For many organisations, surveys have long been the primary, and often only, source of…
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The thing about decay
One reason we have so much trouble fixing chronic degenerative conditions is that we need to remove elements before we can start building new functions. If we simply put effort on top of a shaky foundation, it’ll all be wasted. The best way forward might be to take a few steps back.
Horrible
Working in customer service is giving me depression and making me feel cold hearted. I’m in college majoring in biology end goal is to become a doctor …working at cvs and dealing with people yelling at me racist people then dealing with my outside life is just weighing on me… and people wonder why retail stores barely have workers.
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In search of chatoyancy
A cat’s eye is smooth but doesn’t seem to be… there’s a mystery of depth. That illusion is called chatoyancy. The same is true for some sorts of woods (cedar is an exception). The digital age makes it more and more likely we’re experiencing things through a flat screen, and as a result, it’s very […]
Nihil hic deest
This page intentionally left blank has a long history. I thought it was an IBM thing from the 1960s, but I was off by a thousand or more years. There are good reasons for a page to be blank. Folding signatures, printing processes, having chapters start on the right or the left… But there are […]
Unleashing the power of digital transformation through process mining
In recent years, digital transformation has become an increasingly common trend across the globe. It has gained significant importance due to the rapid advancement of technology and the increasing adoption of digital solutions by customers and businesses. Digital transformation often involves a range of technology initiatives to drive business growth and innovation. Looking at the trends across the industry, some of the common initiatives driven by companies as part of their digital…
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Generative AI: Why traditional chatbots aren’t cutting it anymore
Large language models (LLMs), such OpenAI’s ChatGPT-4 and Google’s Bard, are making headlines as more parts of our economy are getting excited about how artificial intelligence (AI) solutions could be transformative. These LLMs can now handle longer inputs of up to 25,000 words and accept both text and images. This raises the question of how such powerful AI solutions can be applied to deliver…
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