Connect: The ForeSee Summit is our annual client event that brings together the movers and shakers advancing customer experience across many sectors. One in particular we’d like to highlight is healthcare, which is well represented at the event with some great client sessions.
A few of the topics of note to healthcare CX professionals include how to mature your CX measurement approach, improving the web experience for a range of patients, and expanding your CX initiatives throughout an entire organization. Some of the many presentations available to attendees include:
A Healthful Evolution: How to Mature Your Approach to Customer Experience
Evolving from basic customer experience measurement to a mature CX program requires a refined process and a clear strategic vision. In this session, healthcare industry leader Health Care Service Corporation (HCSC) will discuss its evolution process — from improving their planning governance to better leveraging Voice of Customer (VOC) data, to formalizing knowledge sharing across the organization, to the creation of a holistic CX “report card” that examines the complete customer journey across all interactions and experiences. Attendees will hear about the key role that ForeSee data plays in helping uncover areas of opportunity and focus to help drive improvements to the complete customer ecosystem.
Setting the Standard for Care: Improving the Web Experience Across Multiple Audiences
Leading health system Norton Healthcare’s website was traditionally structured with a mix of patient and health information making it challenging for these two types of distinct visitors to find what they needed and accomplish tasks. In this session, learn how ForeSee data helped the not-for-profit organization identify what was important to each group, and how the team used those findings to inform the redesign of its website. Attendees will hear how to use their CX data to segment customers to gain a deeper understanding of the specific needs of each segment and how to design web experiences that serve multiple audiences.
Veteran Voices: Driving Innovation by Capturing CX Analytics
Improving the digital experience for our nation’s Veterans is just one aspect of the Department of Veterans Affairs‘ noble mission — but one that can make a big difference when Veterans and their family members seek information on benefits and healthcare services. In this session, Kim Nazi will explain how the VA collects and acts on data to serve the Veterans that rely on the VA’s My HealtheVet Patient Portal. Attendees will also learn how CX analytics is used in a government setting to achieve a significant impact to improve the customer experience, how custom question sets can be leveraged in novel ways, and how the Department of Veterans Affairs uses VOC to better serve those who have served this country.
Make sure to visit the ForeSee Summit website or follow the ForeSee Blog to get the latest information on registration, content, onsite events, and more. And for additional CX Insights on healthcare, check out our archive of healthcare articles.