Enhancing your client experience through technology
By: Angela Rea-Mahoney, Ryelle Strategy Group Content Expert, System Optimization
We have all been there. As a client or customer weaving our way through a clunky or unclear interaction with a business or organization. Maybe this left us confused, delayed, needing to repeat part of the process, or worse, not getting what we needed from that transaction. The experience wasn’t optimal, and that experience impacts our future interactions with that organization and whether we are repeat customers or recommend it to friends and family.
I had a recent experience as a surgical patient. The surgeon completed a technically expert procedure with a great outcome. The staff from pre-op assessment through post-op follow up were friendly and caring. What more could I ask?
Where this great experience fell short was in the connection of discrete interactions to create an overall process that I understood, could predict, and could control. Where do I go next? Where can I review post-operative care instructions? Why do I have so many paper forms? The experience relied heavily on verbal instructions and multiple sheets of paper. The surgeon and staff were working hard to serve as many patients as possible in a health care system where demand exceeds supply and hence the time to explain was short. Further, they work in a context that is well known to them and information is second nature – to me and other patients the experience was new and potentially stressful and retaining information was challenging.
How would you go about improving this experience? Application of methodologies like journey mapping and sentiment analysis would reveal these pain points and provide an opportunity for improvement. Changes required may include adjustment to staff roles, addition of new tools or equipment, relocation of functions for adjacencies that support workflow, and application of targeted technology.
The application of artificial intelligence (AI) presents boundless opportunities to improve customer experience in all sectors and including healthcare and social services. These applications, like chatbots and virtual assistants, are not replacement for people but rather tools to augment and reserve provider time for that most in need of the human interaction. Further, these tools enhance transparency and equity to information when they are placed in the public domain in a manner that supports access. While this topic may feel overwhelming to some, technology interventions to enhance service excellence can start small – one department, program or service at a time.
This scenario is but one example of how a client facing process can and should be reviewed regularly with a view to ongoing improvement in the value proposition in the customer experience.
Whether enhancing customer experience, streamlining operations, or fostering innovation, we’re here to empower your success. What is your most challenging issue and how can we help?
Welcoming Angela Rea-Mahoney to Our Team
We are delighted to introduce Angela Rea-Mahoney as the newest member of the Ryelle Strategy Group team.
We are pleased to welcome Angela Rea-Mahoney to the team. Angela brings many years of leadership experience in the healthcare sector, spanning operational leadership for clinical programs to multi-million-dollar procurement projects. She is known for her curiosity and innovative spirit, aimed at improving processes with the goal of enhancing operational efficiency and, ultimately, achieving organizational excellence.
To learn more about Angela, head to our website.
Please join us in welcoming Angela to the team!
Exciting things ahead… stay tuned!
We will be announcing a new strategic partnership that further connects thought leadership and organizational excellence to your people, technology, and customers
