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SERVICES
DOMAINS
PRODUCTS
RESOURCES
NEWSLETTERS
Innovation
and
Execution
are
Key
Attributes
for
Great
Customer
Services
Conversational CX extends across the entire value chain, not just the upfront admission & onboarding process.c
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Most healthcare providers today accept the central role of CX in maintaining the loyalty of patients and health consumers. A growing mix of both large and mid-sized healthcare organizations have transitioned to ‘Value-based Care’ from the older ‘Fee-For-Service’ model. However, elevating CX remains a major concern due to lack of patient recorded information (via voice, email, text) and a 360-degree view of the consumer (aggregated from clean data sources) creating disjointed care experiences. In the face of greater patient demand and overburdened legacy health systems, CX tools & solutions form a critical starting point for Providers to transform simple touch points into connected care experiences.
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Though AI saw adoption rates jump 51% in 2021, usage rates remain low. This gap presents an opportunity for businesses to make AI a better partner to agents. According to Mantra Labs whitepaper, 57% of agents rate collaboration tools with real-time video & audio capabilities as a critical sales-conversation enabler.
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88% of healthcare providers (HCPs) believe customer experience (CX) drives consumer purchasing decisions. Yet, only 42% of healthcare executives have deployed an advanced enterprise-wide CX strategy.
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Conversational AI remains an underutilized tool, despite the adoption boost, among larger healthcare providers. Only 30% of contact center agents believe they have the tools to succeed in a post-pandemic world.
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A growing mix of both large and mid-sized healthcare organizations have transitioned to ‘Value-based Care’ from the older ‘Fee-For-Service’ model. However, elevating CX remains a major concern due to lack of patient recorded information (via voice, email, text) and a 360-degree view of the consumer (aggregated from clean data sources) creating disjointed care experiences.
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The pandemic has fast-tracked digital health innovation. The 'what the doctor says goes' approach is now a thing of the past. In fact, consumers are becoming more involved in the decision-making process. In reality, they're starving for information.
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Building a national digital health ecosystem is beneficial in the short run and long run for every stakeholder within the healthcare sector.
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The unprecedented nature of the pandemic pushed healthcare from a traditional in-person model to the digital realm almost instantly. Connected health swooped in to define the patient experience during the pandemic, but as healthcare moves forward — how will digital define the experience transformation needed in India’s healthcare delivery.
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By design, the NDHM envisions the healthcare ecosystem to be a comprehensive set of digital platforms—sets of essential APIs, with a strong foundational architecture framework—that brings together multiple groups of stakeholders enabled by shared interfaces, reusable building blocks and open standards.
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Governments in Asia, on average, spend only 4.5% of GDP on healthcare, compared with the OECD average of 12%.
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The global digital health market, according to ResearchAndMarkets, is expected to grow at 13% CAGR during 2021-2026, and will potentially touch $500 billion in market value by 2025.
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Amid heightened health risk and social distancing, consumers have become far more receptive to digital health and wellness offerings.
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Digital health tools have found greater adoption during the Pandemic, and are being utilised for a variety of scenarios including for remote monitoring of patients, and detecting early symptoms of infection, among others.
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The digitally enabled healthcare consumer is informed, proactive and above all lives in an omni-connected world.
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Conversational experiences will be the key to providing proactive and friendly risk advice to consumers. AI in Insurance will value at $36B by 2026. Chatbots will occupy 40% of overall deployment, predominantly within customer servicing roles.
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