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Have you ever been on a long road trip? Not the couple hours' drive to grandma’s house, but the multi-day, thousands of miles-long road trip that you have to plan out in exquisite detail.

It’s often that you hear about the bad examples when it comes to customer experience: a chatbot gone wrong, an endless hold, a call being dropped.

Industry leaders such as Apple and Tesla have recognized the importance of customer experience (CX) and turned it into a competitive differentiator.

What’s in a name? Well, as it turns out . . . a lot! What we call something can shape the way we think about it—and vice versa. Take the term “customer service” for example. This refers to the support a business offers its customers, from the moment it discerns an expression of interest, through the sales process, all the way to the customer’s use of the product or service.

The true impact of a holistic voice of the customer (VOC) program doesn’t come from just knowing what your customers think about interacting with your organization, or just gaining insight into the seemingly unconnected issues that are actually impacting your CX KPIs.

Perhaps the most dramatic shift of the post-pandemic workplace has been the continued reliance on remote and hybrid models.

Today’s consumers demand simplicity and ease when interacting with any provider of goods or services, and healthcare is no exception. The consumerization of healthcare and increased adoption of patient-centric and value-based care continues to push healthcare providers to consider new technologies to improve the patient experience.