ROAR Members

Access the full podcast series here Key Takeaways Prioritising Patient Care: The importance of placing patient care above financial considerations in healthcare settings. Active Listening and Empathy: The role of these skills in enhancing patient experiences and outcomes. Systemic Challenges: Recognition of issues within healthcare, such as administrative burdens and inadequate staffing. Technology in Healthcare: The need for technology to facilitate, rather than hinder, patient-provider interactions. Word Choice: Understanding the significance of language when communicating with patients, especially regarding serious… Read more

Access the full podcast series here Key Takeaways The prevalence of voice analytics has significantly increased due to advancements in cloud computing and AI technologies. Transcription accuracy has improved, enabling the training of AI systems to recognise industry-specific terminology and acronyms. Real-time transcription capabilities are now being utilised, providing actionable insights during live calls to enhance customer support. Quality Assurance (QA) is a primary application of voice analytics, driven by regulatory compliance, such as FCA consumer duty. Organisations are increasingly… Read more

Access the full podcast series here Key Takeaways Personalization as Strategy: Personalization transcends marketing tactics; it is a comprehensive strategy aimed at enhancing customer experiences and value propositions. Collaborative Efforts: Effective personalization necessitates collaboration across various organizational functions, including marketing, operations, and customer service. Overcoming Complacency: Many brands are hindered by complacency, often believing they are doing enough when there is substantial room for improvement. Growth Potential: Successful personalization can lead to growth rates up to 10 percentage points higher… Read more

Access the full podcast series here ### Key Take Aways 1. Customer experience should be approached as a designed and intentional process rather than an ad hoc effort. 2. Recognizing the inherently human aspects of customer interactions is crucial for effective service delivery. 3. A holistic view of the customer journey is essential, especially in the evolving digital landscape. 4. Companies should focus on emotional connections with customers to enhance overall satisfaction and loyalty. 5. Achieving positive customer experience requires investing… Read more