A pharmaceutical company leveraged the Authenticx data analytics platform to report and monitor their patient and provider experience initiatives and KPIs.
Authenticx in Action
AI-driven insights are enabling internal teams to monitor, escalate concerning trends, and take data-informed action to make a positive change in their CX. This includes measuring how data is impacted before and after changes are implemented, improving the understanding of the customer journey. In this case, teams are monitoring the Eddy Effect Rate and positive ending sentiment to determine potential changes to their enrollment form and online portal.
Results
Data storytelling is yielding positive results in both business objectives and customer experience for patients and HCPs. Results so far include a lower Eddy Effect Rate and higher positive ending sentiment based on direct actions being made.
Being able to analyze data, pinpoint the right metrics to tell the success story, and then monitor KPIs through the reporting capabilities is a powerful way to leverage Authenticx and your own conversation data.
By bringing the voice of the customer to the forefront of healthcare, reshaping patient stories with data-backed storytelling produces the comprehension and direction necessary for action. At Authenticx, we view our data analytics platform as a critical component to bring data to life. By helping people connect to concepts valuable and personal to them – concepts that balance technological innovation (the head) and the ability to impact how healthcare understands the customer journey (the heart) in a compelling data-backed story.
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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