2024 CX EXECUTIVE RESEARCH REPORT
Customer Experience: Your Key to Success
Addressing customer experience is foundational
to your contact center’s success — especially in
the worlds of retail and telecom, where customers
are king. Companies that invest in a strong data
strategy and analytics solution will be ahead of their
competitors.
Think of modern data analytics tools as your business’s magnifying
glass. Analytics tools will show you what you’re doing right and where
you might be struggling with customer experience. But more than that,
they’ll give you insight into the root cause of issues so that you know
where to focus your resources.
Hospitals already have tons of patient data points at their fingertips:
name, physical address, email, phone number, insurance information,
employment information. All of these details can be lucrative, high-
quality data points, if a hospital leverages them in a strategic manner.
By analyzing patient data, health insurance providers open the doors to
a variety of marketing use-cases:
•
Identifying core audiences, which in turn, supports the building of
successful content marketing campaigns for the target audience(s)
•
Targeting patients with relevant ads that speak to their individual needs.
•
Pinpointing the marketing channels that drive traffic and offer the
most impact.
A leading healthcare brand recently partnered with The Northridge
Group to promote a better, more consistent customer experience. After
making significant enhancements from associate performance pre- to
post-engagement, the brand experienced a major positive shift in their
customer experience metrics, including an 18-point increase in customer
satisfaction (36% to 54%) and a 10-point increase in first contact
resolution (64% to 74%).