| | MAY 20208CIOReview`Provide a Great Customer Experience' is perhaps one of the most demanded requirements by a customer but one of the most challenging strategies for a business to comply. A great customer experience is unique to each individual and is often an unspoken expectation. Oftentimes, a consumer may not be able to communicate what their ideal experience is, but is quick to complain when the experience falls short of their expectations. The number one complaint in many contact centers is no longer around product quality, rather it is around a failure in providing a positive experience. The highly competitive consumer market has created a challenge to provide the ideal experience while reducing operational costs. Creating a `Great Customer Experience' is no longer an innovative strategy used by top performing tech companies to propel them to the next level of seemingly impossible technological advances. These three words describe the minimal level of expectation every consumer has at any given time interacting with any given brand. Consumers' expectations blend from one experience to the next; if a dental office offers an innovative scheduling device to capture appointments via a survey sent to a smartphone, the customer has the same expectation for their local florist. While these experiences are in different industries and vastly different, the expectations are not mutually exclusive. Psychological transformations over the past decade have translated to a need for a technological revolution. HOW RECENT TECHNOLOGY DEVELOPMENTS AND TRANSFORMATION IN HEALTHCARE ARE IMPACTING YOUR BUSINESS ENVIRONMENTBy Katrina Schiedemeyer, Customer Quailty Analyst, Oshkosh CorporationIN MY OPINION
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