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Revolutionizing Patient Experience: CX Innovations in US Healthcare

In the ever-evolving world of healthcare, patient experience has become a top priority for providers. With the rise of consumerism in healthcare, patients demand a more personalized and seamless experience. 

PWC’s latest Healthcare report highlights how trust and loyalty are essential in repeated patient engagement. Patients who have had a bad experience once are usually discouraged from seeking out care – creating a barrier.

To meet these demands, healthcare organizations are turning to innovative solutions to revolutionize the patient experience. While the healthcare CX trends in the USA continue to evolve rapidly, here are three CX innovations that are making a significant impact.

Virtual Care

Virtual care

Virtual care, also known as telehealth, has been gaining popularity recently. This technology allows patients to connect with their healthcare providers remotely, eliminating the need for in-person visits. 

With virtual care, patients can receive consultations, follow-up appointments, and even urgent care services from the comfort of their own homes. This not only improves convenience for patient but also reduces wait times and increases access to care. Virtual care has become especially crucial during the COVID-19 pandemic, as it allows patients to receive care while minimizing the risk of exposure.

Through video consultations, Stanford Health Care’s Virtual Urgent Care tackles non-emergencies like allergies and minor injuries. Launched in 2020, it offers convenient care from home, reducing ER visits and wait times. With thousands of patients served and high satisfaction rates, it showcases the potential of virtual care to increase access, improve efficiency, and lower costs in the US healthcare sector.

In India, Mantra Labs has helped one of the largest private healthcare services provider, Manipal Hospitals, develop and deploy its patient engagement application. With its extensive virtual care features, it has helped boost user engagement. You can read a detailed case study about it here. 

Patient Experience Representatives

Patient experience representatives, also known as patient advocates, are becoming a common role in healthcare organizations. These individuals are dedicated to improving the overall experience for patients by addressing any concerns or issues they may have. 

They act as a liaison between patients and healthcare providers, ensuring that patients feel heard and valued. Patient experience representatives also play a crucial role in collecting feedback and data to identify areas for improvement in the patient experience. 

By having a designated representative focused on patient experience, healthcare organizations can better understand and meet the needs of their patients.

Cleveland Clinic needed to meet patient expectations. Unclear discharge instructions and long waits led to dipping satisfaction scores. Undeterred, they partnered with consultants to champion empathy and design thinking. 

Patients, doctors, and nurses co-created solutions, resulting in crystal-clear discharge summaries, real-time appointment updates, and staff training in patient-centric communication. The impact? Soaring satisfaction scores and a more engaged workforce. 

This is just one example of how patient experience consulting can revolutionize healthcare in 2024. 

Patient Experience Consulting

Patient experience consulting

As the demand for a better patient experience continues to grow, many healthcare organizations are turning to patient experience consulting firms for guidance. These firms specialize in analyzing and improving the patient experience, using data and insights to identify areas for improvement. By working with these firms, healthcare organizations can gain valuable insights and expertise to drive meaningful change in the patient experience.

With the rise of generative AI, conversational chatbots integrated into doctor or patient apps have proved immensely helpful in analyzing patient symptoms and providing answers to common queries. 

The Future of Patient Experience

As technology advances and consumer expectations rise, the patient experience will only become more important in the healthcare industry. Providers must continue to innovate and adapt to meet the evolving needs of their patients. 

While there may be challenges such as data privacy concerns and ensuring equitable access to technology for all, with collaboration, innovation, and a focus on human-centered design, the future of US healthcare promises to be one where patients are truly in control, empowered to chart their own course towards a healthier, happier life.

This may include implementing new technologies, creating dedicated roles for patient experience, and seeking guidance from patient experience consulting firms. By prioritizing the patient experience, healthcare organizations can not only improve patient satisfaction but also drive better health outcomes and build stronger relationships with their patients.

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Sales Applications Are Disrupting More Than Just Sales

Sales success today isn’t about luck or lofty goals—it’s about having the right tools in your team’s hands, wherever they go. Following our earlier in-depth exploration of sales technology, we will now examine how cutting-edge sales apps are becoming the backbone of modern industries, transforming complex workflows into seamless, growth-driving machines.

From retail to healthcare, logistics to real estate, businesses are deploying sales applications to enhance operational transparency, cut redundant tasks, and build intelligent sales ecosystems. These tools are not only digitizing workflows—they’re driving growth, improving engagement, and redefining how field teams operate.

Lead Ecosystems: Unified visibility across channels

One app. Five workflows. Zero friction.

A leading insurance brand relaunched their app—a sleek, powerful sales companion that’s turning everyday agents into top performers.

No more paperwork. More time to sell.

Here’s what changed:

  • Every visit is tagged, tracked, and followed through. Renewals? Never missed. Leads? Fully visible.
  • Attendance and reimbursements went on autopilot. No more manual logs. No more chasing approvals.
  • New business and renewals are tracked in real time, with accurate forecasting that sales leaders can finally trust.
  • Dashboards are clean, configurable, and useful—insights that move the business, not just report on it.
  • Seamless Integrations. API connectivity with Darwin Box, IMD Master Data, and SSO authentication for a unified experience.

The result? A field team that moves faster, sells better, and works smarter.

Retail: Taking Orders from the Frontline—Smartly

Field sales agents in retail, especially FMCG, used to rely on gut instinct. Now, with intelligent sales applications:

  • AI recommends what to upsell or cross-sell based on previous order patterns
  • Real-time stock availability and credit status are visible in the app
  • Geo-fencing ensures optimized route planning
  • Built-in payment collection modules streamline transaction closure

Healthcare: Structuring Sales with Compliance and Precision

Healthcare leaders don’t need more reports—they need better visibility from the field.  Whether it’s engaging hospital networks, onboarding clinics, or enabling diagnostics at the last mile, everything needs precision, compliance, and clarity. 

Mantra Labs helped a leading healthcare enterprise design a sales app that integrates knowledge, compliance, performance, and recognition, turning frontline agents into informed, aligned, and empowered brand advocates. 

Here’s what it delivers:

  • Role-based onboarding that keeps every level of the field force aligned and accountable
  • Escalation mechanisms are built into the system, driving transparency across commissions and performance reviews
  • A centralized Knowledge Hub featuring healthcare news, service updates, and training modules to keep reps well-informed
  • Recognition modules that celebrate milestones, boost morale, and reinforce a culture of excellence

Now, the field agents aren’t just connected—they’re aligned, upskilled, and accountable.

Real Estate: From Cold Calls to Smart Conversions

For real estate agents, timing and personalization are everything. Sales applications are evolving to include:

  • Virtual site tour integration for remote buyers
  • Mortgage and EMI calculators to increase buyer confidence
  • WhatsApp-based lead capture and nurture sequences
  • CRM integration for inventory updates and automatic scheduling

Logistics: From Chaos to Control in Field Coordination

Field agents in logistics are switching from clipboards to real-time command centers on mobile. Modern sales applications offer:

  • Live delivery status and route deviation alerts
  • Automated dispute reporting and issue resolution tracking
  • Fleet coordination through integrated GPS modules
  • Customer feedback capture and SLA dashboards

What’s new & what’s next in Sales Applications?

Here’s what’s pushing the next wave of innovation:

  • Voice-to-Text Logging: Agents dictate notes while on the move.
  • AI-Powered Nudges: Apps that suggest next-best actions based on behavior.
  • Omnichannel Communication: In-app chat, WhatsApp, email—unified.
  • Role-Based Dashboards: Different data views for admins, managers, and field reps.

What does this mean for Business Leaders?

Sales Applications are not just tactical tools. They’re platforms for transformation. With the right design, integrations, and analytics, they:

  • Replace guesswork with intelligence
  • Reduce the cost of delay and manual labor
  • Improve agent accountability and transparency
  • Speed up decision-making across hierarchies

The future of field sales lies in intuitive, AI-driven applications that adapt to every industry’s nuances. At Mantra Labs, we work closely with enterprises to custom-build sales applications that align with business objectives and ground-level realities.

Conclusion: 

If your agents still rely on Excel trackers and daily call reports, it’s time to reimagine your sales operations. Let us help you bring your field operations into the future—with tools that are fast, field-tested, and built for scale.

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