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Microsoft in Business Blogs: Customer experience

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March 27, 2024

Trends in customer experience: Personalizing with AI 

Exceptional customer experiences are no longer the exception—they’re the rule. Companies need the right combination of innovation and cultural transformation to stand out, build customer trust, and achieve high engagement.

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The four new marketing superpowers to master now 

Marketing leaders today have the power to understand and shape the customer journey in a way that was unimaginable only a few years ago. A customer experience that is more holistic than ever before is now possible. Cloud-based tools, applied wisely, have helped the marketing function move beyond product promotion to being a central strategy driver for the organization, with CMOs taking the lead. Marketing teams can be empowered to make needle-moving decisions more quickly and with more clarity, backed by data every step of the way.

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A Strategy for Health Plans: Activating Social Determinants of Health 

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

Telemedicine call between a senior woman and her doctor
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The great transformation in healthcare: How it will impact patient experience 

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

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How financial advisors can build better client relationships on social media 

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.

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Contact centers: Intelligent bots can increase average handle time 

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

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2021 Outlook: the Future of Life Sciences Customer Experiences 

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

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Empowering business leaders to make good decisions with data and analytics 

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

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Personalized customer experiences courtesy of the cloud 

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

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Reimagining the digital front door for healthcare 

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

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Delivering differentiated client experiences in asset and wealth management 

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

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How the cloud helps build resilience: clearing up misconceptions about the costs and risks 

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

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Andor Health brings AI and clinical capabilities to Microsoft Teams 

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