The impact of Social Determinants of Health (SDoH) on member outcomes has loomed large with health plans for over a decade. Social Determinants of Health Source: www.cdc.gov Health Plans have realized that by mitigating the negative impacts of SDoH, they can achieve substantial benefits. These benefits will certainly improve access and outcomes for members. These
Microsoft in Business Blogs: Customer experience
Retail has always been a people business, and face-to-face interactions between customers and employees take center stage. Right now, in-store shopping is coming back strong, but retail businesses are facing a historically tight labor market. This challenge is inspiring retailers to reimagine the shopping experience by elevating customer service while supporting frontline workers.
As we participate in Patient Experience Week, I take a pause to acknowledge that we are living and working in extraordinary times. The COVID-19 pandemic has created massive, yet necessary, shifts in our healthcare system, none like we’ve seen before. We are witnessing 20 years of change and innovation all happening within a span of
Financial advisors know all about the value of developing relationships with prospects and clients. Whether you’re providing banking services, investment vehicles, or insurance products, you know that the number one way to get business is through personal connections and referrals. You rely on word of mouth and warm introductions to help you win people’s trust.
All things being equal, reducing average handle time (AHT) in contact centers is a good thing. Any content center manager will tell you how critical this metric is. It is easy to understand why that is the case. While working with a customer, I determined that every second in AHT reduction was worth about $6
Research from a large-scale survey of more than 1,000 senior pharma professionals highlights the divide between digitally adept companies and those that have been slow to adopt technologies. In this blog, we look at how the customer experience is changing due to COVID-19 for life sciences organizations. Historically, pharma has lagged behind other industries in adopting digital solutions. With COVID-19 catapulting both the sector and
As technology becomes more accessible to non-technicians, business leaders are taking more control over the tools and processes that affect their functional area. Whatever the business outcomes they’re striving for, these leaders can make use of progressive customer-facing applications and good data to create actionable insights that support their needs. In December 2020, Forrester Consulting conducted a
Major brands have quickly learned that consumers drive today’s business environment and that yesterday’s efforts to create a customer-centric operating model are out of date. Consumers have also evolved to want more, so product and service personalization has now taken center stage. According to Dassault Systèmes and CITE Research, eighty-three percent of consumers expect products
Over the past year, my colleagues and I have seen a steady uptick in healthcare organizations requesting in-depth discussions on how to further develop their digital front door capabilites. One high-interest topic has been establishing a branded conversational bot (chatbot) that can facilitate frictionless experiences across all digital channels and throughout the engagement journey. Helping customers with the next steps in the process is dependent on the completeness of their digital strategy, their goals
The asset and wealth management industry continues to experience a lot of consolidation with deals such as Morgan Stanley/E*Trade/Eaton Vance, Schwab/TD Ameritrade, and Franklin Templeton/Legg Mason. Scale is becoming an important competitive advantage in this winner-takes-all environment. Leaders in sales and marketing at these firms are pressured from all sides to be more relevant and
Customers who are still running on-premises infrastructure don’t always understand how a cloud strategy can make significant contributions to organizational resilience. In fact, they often come with misconceptions about efficiency, security, and cost, and they conclude that the cloud actually undermines resilience. One might call these myths, but I believe they arise from a lack
As 2020 slips into our collective rearview mirror, there is little doubt that the COVID‑19 pandemic had a major impact on virtual healthcare adoption by both consumers and healthcare organizations. At the onset of the pandemic, Microsoft healthcare customers quickly used their existing investments in Microsoft Teams to deliver virtual visits (clinician to remote patient) and
The year 2020 and the global COVID-19 pandemic have accelerated technology solutions that make “virtual” the new reality. Most scenarios include using platforms like Teams or Zoom for: “Virtual work” to connect remote workers and customers in collaborative online sessions for business. “Virtual education” to connect students and teachers for distant learning and study groups.