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Authenticx + Data-backed Storytelling
What is data storytelling?
Data-backed storytelling combines quantitative and qualitative data to provide meaning. By bringing data to life, 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).
Key Benefits of Data-Backed Storytelling
Context
Understand the meaning and value of customer conversations by listening at scale.
Identify root causes that give clarity to customer interactions through trends, patterns, and shifts.
Comprehension
Craft your customer story through data discovery and data synthesis to prompt action.
Receive actionable insights collected and analyzed directly from the mouths of your customers.
Connection
Integrate the voice of the customer with your micro and macro business decisions.
Unlock the human in human data that is relevant and representative of your customer population.
“A story is only a story if it has a true narrative structure. Without a structure like this, we simply have a data presentation or data visualization — but not necessarily a data-backed story. ”
Dr. Sally PerkinsDrive Actions and Outcomes with Insights Services
Data Storytelling at Authenticx
Executive Insights Presentation – Inspire cross-functional leaders to action.
Insights Workshop – Facilitate collaborative discussion on insights and recommendations for next steps and action.
Insights Checkpoints – Present data findings and insights on an ongoing basis on individual topics/themes.
Journey Analysis & Workshop – Present a deep, illustrative analysis of specific patients through detailed interactions across their journey.
Want to learn more? Reach out to our team! →Over the course of an immersive, in-person workshop, participants will learn principles of storytelling by creating a data-backed story from real customer conversations. During this working you can expect:
→ To drive speed to action by addressing friction points as soon as they occur.
→ Expertly find and tell stories found in your organization’s conversational data.
→ Identify root causes that give clarity to trends, patterns, and data shifts.
→ Expand the power of insights generated in the Authenticx platform.
→ Work with experienced Authenticx Storytellers for continued coaching support.
Contact us to learn more! →Improve visibility across your customer journey with a data-driven qualitative analysis of 1-2 individual patient journeys. This workshop allows the client to understand intimately the customer experience and to answer questions about the impact of different interactions related to the same case. To have a successful workshop, consider these best practices:
Choose an Appropriate Research Focus – ex: Chronological impact of a process, therapy adherence, long-term impact of welcome calls, customer type profiles
Establish Your Baseline Requirements – Understand your data “forest”, select at least three months of calls, include relevant calls made on patient’s behalf, analyze chronologically prior to crafting story
Bringing the Journey to Life: What WORKS
→ Make it Personal
→ Visualize the Timeline
→ Design the Storyline
→ Remember – Nothing Replaces Listening
→ Channel Connection to Action
Want our team to conduct and deliver a Journey Analysis Workshop for you? Contact us! →Data Storytelling Tips
Dr. Sally Perkins, Sr. Manager of Storytelling at Authenticx, shares her tips for effective and meaningful data-backed storytelling.
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What are quantitative and qualitative data sources?
Data storytelling is comprised of both quantitative data (the "what") and qualitative data (the "why").
Quantitative data helps create concrete information in numerical form. In conversational analytics, it is determined from automation and other AI tools, such as Speech Analyticx, Smart Predict, or Smart Sample. This type of analysis can provide real-time feedback based on measurable and trackable insights that craft business decisions from fixed customer data.
Qualitative data helps create understanding and context behind the numbers. Human listening is integral to building the narrative journey of the customer experience. This type of analysis connects the head and the heart of dynamic decision-making.
How is data storytelling used across healthcare?
Storytelling is heavily relied upon in healthcare. However, many businesses don’t get the full story – they only see the outcome and are unsure how to find the reality within the full experience. Authenticx uses data storytelling to understand conversational data, connect the data to the human, and drive change by bringing the voice of the customer to the forefront of healthcare.
4 ways data storytelling is leveraged in healthcare:
- Identify necessary context to extract meaning in future needs, vision, or ideal outcomes.
- Build comprehensive customization to identify a deeper level of understanding of opportunities and threats.
- Prioritize impactful action to accelerate what is already in motion to create continuous improvement of your CX.
- Listen and learn how themes and interactions adapt to the education of customer narrative-building.