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2 min read
What is a customer journey map?
The customer journey map (CJM) is a design thinking tool, a method to develop innovation that focuses on people in order to overcome challenges and meet needs. It allows you to visualize each of the stages of the customer journey on a map; from when a person discovers a need, to when they become a c...
3 min read
Integrating a patient journey manager with a hospital information system using HL7
Managing patient journeys is the key to an improved patient experience, a better quality of care, and increased efficiency. Many healthcare decision-makers have noted the importance of using a patient journey management system, but face challenges in optimizing and integrating it with their hospital...
3 min read
How to improve the experience along the banking customer journey
Customer journeys in banking can be difficult to follow, especially in the quickly changing landscape of retail banking. But staying close to the customer at every stage of the customer journey is key to driving business and keeping customers satisfied. In a previous blog post I talked about custome...
3 min read
Patient flow management for seasonal flu and COVID-19 vaccinations
This year, vaccinations for the seasonal flu will be different due to the COVID-19 pandemic. Many patients are reluctant to visiting caregivers right now, but those worries should not stop anyone from getting their seasonal flu vaccinations. Fortunately, you as a healthcare provider can make their m...
2 min read
Customer experience trends in retail banking
You can find out many things about customer experience in retail banking, when you talk to clients in the banking sector on a daily basis like I do. I am often asked to share observations regarding customer experience trends. We operate in 120 countries and things may be different depending on the p...
3 min read
Important factors to consider when choosing a queue management system
A queue management system brings a lot of value to service providers and customers. Among other things, it can significantly improve customer experience, increase operational efficiency, and provide businesses and organizations with data to make informed decisions. There are a lot of factors to be t...
2 min read
Customer Journey Optimization for Government Agencies
There are various ways for government agencies to get better results with regard to customer journey optimization. Finding solutions to increase efficiency and improve customer satisfaction has become more important than ever before. The Covid-19 pandemic has pushed the need for safer queuing and cu...
2 min read
How a lobby management system can improve social distancing
Lobby management is the process of managing and optimizing the arrival of visitors or customers in your lobby or waiting area, to improve both the customer experience and staff efficiency. Just like queue management and customer journey management, it aims to streamline and optimize the customer jou...