Across Industries, experience has emerged as a C-Suite role with a focus on purposefully crafted and monitored excellence at every critical touchpoint. Our technological abilities have meshed with the rising expectations of patients, professionals, and the talent that runs our businesses. Experience expectations have risen and the price of entry is that you “know me, show me, and make it exceptionally easy for me” across all channels.
Making full and strategic use of the resources to identify customer needs in moments of need requires an empathy engine that sees, understands, responds, and resolves continuously across intersections. Operational metrics and lagging reports fueling next quarter solutions would not fly in any other industry.
Richard Schwartz, Chief Patient Officer, Founder at RAPT Health, Solutions Principal, Life Sciences at Medallia
Christopher Colley, Principal, Customer Experience at Medallia
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