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2 min read
Why waiting time is more than a metric in the patient experience
In April, the U.S. Department of Veterans Affairs launched a website called Access to Care that relays patient experience metrics like wait times at its clinics. It also compares VA hospitals against other medical facilities in a region on measures like how quickly a veteran can get an appointment a...
2 min read
Does EMR give you all you need to know about your patient’s needs?
Electronic Medical Records (EMRs) allow providers to track patient data over time, identify patients who need preventative visits and screenings, and monitor how they measure against health guidelines. In so doing, EMRs can help to improve quality of the medical experience. But EMRs are only one pie...
2 min read
How ‘Smart’ Cities are Improving Lives for Communities and Citizens
On city, state, and national levels, government organizations are working to understand how big data technologies could transform how metro areas work. Many have begun to gather, organize, store, analyze and use insights in an effort to become more efficient and improve life for their citizens. For ...
2 min read
How Capitec Bank Captured Market Leadership with Customer Service
In the past month, I have joined Qmatic as Chief Marketing Officer. One of the things I have been most thrilled to see are the ways Qmatic solutions contribute to our clients’ efforts to create great business interactions and customer journeys. South African Capitec Bank is one great example. In a c...
2 min read
Do You Know the 3 P’s of a Remarkable Customer Journey?
There’s a tenet in customer organizations born from things like the Golden Rule or Dr. Maya Angelou’s often shared confession, “I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” It’s just as true in customer fac...
3 min read
Erase Friction in the Customer Journey with Journey Insights and Analytics
Creating a consistent customer journey that narrows the gaps between digital and real world environments often means identifying friction points, understanding why they exist and having the resources in place to fix them quickly. From the standpoint of the customer, a smooth omnichannel experience i...
4 min read
You could be losing 25% of your serious prospects – do you know why?
Every day, an average of 80% of people who walk into a store will walk out without spending anything. That’s just a fact of retail life. It’s incredibly important that you know exactly how to care for those customers who have decided to make a purchase. Visitors who have a positive interaction with ...
3 min read
A better Customer Journey – Qmatic's Insights from NRF Big Show
From January 15 through 17, Qmatic joined 35,000 retail professionals for the 106th annual NRF Big Show Convention and Expo.[1] We had a great time sharing information and learning about advances in retail and customer experience, networking with peers, and more. The event was a powerful opportunity...