ServiceNow

Embracing innovation on the quest toward excellent customer service

03:41 pm September 23, 2019

Experts warn of the dangers of implementing new software with old processes, merely seeking 'shiny things' and balancing ubiquitous buy-in with appropriate permissions.

Brad Newton, Vice President of Information Technology Administration, Wellstar Health System

Meeting the needs of clinicians while modernizing information technology

01:27 pm September 23, 2019

Advocating for tech implementations, eliminating help desk constrictions and keeping clinicians more engaged at the bedside are crucial, says a panel of experts.

Erik Zempel, Director of Performance and Improvement Management at University of Michigan — Michigan Medicine

Q&A: Leveraging technology to improve the customer experience

07:07 am September 05, 2019

"We defined early on that the customer experience should be simple, correct, and direct, and be delivered with empathy, efficiency, and pride.”

UnitedHealth Group relies on user-centered design approach to improve customer service

03:59 pm June 27, 2019

By creating a new engagement layer for agents, UnitedHealth was able to address workflow issues, making it possible for them to focus on customers more keenly.

Balancing cybersecurity concerns with patient needs in an era of increased risk

07:07 am June 24, 2019

Walking the fine line between optimal communication and regulatory compliance, IT must engage business leaders with the results of the risk assessments they routinely perform.