Being able to take a holistic, 360° view is an important way unsolicited feedback provides a breadth of insights that allow organizations to hone focus and continue the ongoing work of improving customer experience.
Amy Brown, Founder & CEO at Authenticx recently participated in the Beryl Institute Learning Bite video series to discuss the importance of unsolicited feedback compared to traditional surveys and why this is important in improving the patient experience.
“Remember: An important first step is uncovering the true reality of the patient journey from beginning to end. Listening directly to individual voices helps fill in the larger picture.
By telling individual stories at scale, you create empathy at scale. And empathy at scale leads to real change.”
Amy Brown, Founder & CEO, Authenticx
Using Unsolicited Feedback to Improve Patient Experience
In this 6-minute video, Amy shares three ways conversational data acts as a valuable source of insights for patient experience leaders. She discusses key ways conversational data can add value by uncovering gaps that currently exist in your customer journey.
Key takeaways:
- Every conversation has two sides
- Leverage new technologies to process complex, unstructured data sources
- Don’t forget about shining a light on positive feedback
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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Customer Listening Playbook
Use this 7-step playbook to set strategic and actionable goals to connect with your customers and drive meaningful change in your organization.
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