As their partnership has rapidly expanded with Authenticx, a leading life sciences client utilizes conversational intelligence in a variety of use cases. In this post, we’ll unpack the strategies and outcomes that drive a full-scale enterprise listening strategy.
Project Roadmap
Patient-Centric Hub Quality at Scale
In the first six months of our partnership, we focused on increasing Hub quality scores while simultaneously reducing compliance observations.
Objectives
- Elevate Full-Volume Hub QA Monitoring
- Replace Survey-Based Quality Feedback
- Align on Cross-Brand Shared Quality Metrics
- Upskill Agents Via Coaching and Training
Results
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Incorporating the Eddy Effect™
As our partnership progressed, we used Authenticx AI to pinpoint and solve Eddies, or sources of customer friction.
Objectives
- Assess Prevalence & Impact with AI Listening
- Understand Root Causes & Leading Indicators
- Address Brand Detractors and Negative Sentiment
- Reduce Friction and Increase Pull-Through
Results
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Adopting the Insights Action Cycle
As insights and listening themes emerged, we utilized immersive Insights Sessions with Authenticx Storytellers to drive both understanding and action.
Objectives
- Conduct Immersive Insights Sessions
- Gain People, Process, and Tech Feedback
- Arm Leaders with Tangible Opportunities
- Uncover Brand and Competitive Insights
Results
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Cross-Brand Patient Journey Analysis
In the second year of our partnership, we took a qualitative, immersive approach to analyze all touchpoints throughout 5 patients’ CX journeys with Authenticx Patient Journey Analysis.
Objectives
- Visualize the Entire Patient Journey
- Get a Patient-Centric Understanding of Friction
- Access Multiple Chronological Call Points
- Address Patient Concerns Proactively
Results
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About Authenticx
Authenticx was founded to analyze and activate customer interaction data at scale. Why? We wanted to reveal transformational opportunities in healthcare. We are on a mission to help humans understand humans. With a combined 100+ years of leadership experience in pharma, payer, and healthcare organizations, we know first-hand the challenges and opportunities that our clients face because we’ve been in your shoes.
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