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Artificial Intelligence (AI) and its many applications are at the top of everyone’s mind when it comes to how technology is implemented in many industries - including the healthcare industry. When hospitals, clinics, pharmacies, and healthcare officials examine the patient journey and patient experience, they may have questions about how AI will impact the patient experience in healthcare and how it can help improve the relationships with patients. boostCX may have some answers. 

What Are the Uses and Benefits of AI in Healthcare?

A positive patient experience is key to success in healthcare and has a direct influence on patient satisfaction, adherence to treatment plans, and even clinical outcomes. Many statistics show that hospitals with better patient experience scores have lower readmission rates and better financial performance. In addition, an estimated 70% of patients expect personalized care, and a poor and impersonal experience can lead to patients switching providers. AI provides a variety of ways to enhance this crucial aspect of patient care, from providing quick and measured support to streamlining complex processes that allow healthcare professionals to focus more on patient care, which ultimately leads to satisfied patients.

Provides Immediate and 24/7 Support

AI-powered chatbots are being adopted by more and more healthcare providers in an effort to offer immediate and around-the-clock support. These virtual assistants can answer many basic and frequently asked questions, provide basic information about symptoms, guide patients through administrative processes, and even provide access to mental health support. This immediate access to information and assistance reduces stress for patients and ensures they feel supported no matter what time of day it is.

Patient Engagement on Multiple Platforms

AI facilitates patient engagement across multiple digital platforms, making healthcare more accessible and convenient. With personalized recommendations, reminders, and educational content delivered via apps, portals, and other devices, AI helps keep patients actively involved in their own healthcare. This multi-platform approach caters to many different patient preferences and promotes proactive health management.

Improves Ability for Healthcare Professionals to Serve Patients

A key impact of AI is its ability to streamline workflows and automate mundane day-to-day paperwork and tasks for healthcare professionals. By making administrative tasks like data entry, recordkeeping, and authorizations simpler, AI frees up clinicians to focus on what matters most - providing direct patient care. This increases efficiency and also allows for more personalized and compassionate interactions with patients, which translates to a better experience for both patients and providers.

Reduces Costs for Healthcare Providers

A benefit that is not always visible to the patient is AI's ability to reduce operational costs for healthcare providers, which benefits the patient experience in the end. By optimizing resource allocation, preventing readmissions via predictive analytics, and automating tedious manual processes, providers can invest more time, effort, and capital into direct patient care, facilities, and new medical technologies. This can be a factor that contributes to more affordable care and a higher quality of service.

Automates Patient Billing and Scheduling

Navigating healthcare billing and scheduling can be a primary source of frustration for patients. AI can automate and simplify these processes with intelligent scheduling systems that find optimal appointment times to transparent billing platforms that explain costs. This automation can help reduce errors, minimize wait times, and provide patients with a smoother, less stressful experience.
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READ MORE: New Customer Experience Management Trends for 2026

The impact of AI on the patient experience in healthcare is profound and continues to transform how healthcare providers operate. By employing innovative AI solutions, healthcare providers can offer more personalized, accessible, and efficient care, which leads to higher patient satisfaction and improved health outcomes.
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Want to see how boostCX's customer experience management platform can help? Contact boostCX today for a demo!

The quality of the customer experience isn't just a part of the business in the hospitality industry  - it is the business. For hotels, resorts, restaurants, and other businesses in the industry, creating a memorable and positive experience may be the single most critical factor for success and directly influences repeat business, online reputation, and brand loyalty. That's why understanding the Most Important Customer Experience KPIs in the Hospitality Industry is essential. These important metrics provide the data-driven insights needed to measure the success of your customer experience management strategies and identify areas for improvement.

Top 6 Most Important Customer Experience KPIs for Hotels, Resorts, and Restaurants

In an industry where a negative online review can have a significant impact on bookings, tracking the right performance indicators is a necessity. A great experience encourages guests to return and creates brand advocates out of your customers, while a poor experience can lead to lost revenue and a damaged reputation. These Key Performance Indicators (KPIs) provide a comprehensive view of how your hospitality business is performing in the eyes of your guests.

1. Net Promoter Score (NPS)

Net Promoter Score measures long-term customer loyalty for hotels, resorts, and restaurants by asking a variation of one simple question - On a scale of 0-10, how likely are you to recommend our business or service to a friend or colleague? This metric helps you better understand how many of your guests are brand promoters versus detractors and with additional feedback can help you discover negative touchpoints along the customer journey.

NPS = Percentage of Promoters − Percentage of Detractors

2. Customer Satisfaction Score (CSAT)

Your Customer Satisfaction Score gauges a guest's immediate satisfaction with a specific interaction, service, or amenity, such as the check-in process or a dining experience. It is most often measured with survey questions like - How satisfied were you with your stay? - with responses based on a numerical scale. Targeted questioning can help you discover flaws in your day-to-day operations.

CSAT = (Number of Satisfied Customers / Total Number of Survey Responses​)×100

3. Customer Effort Score (CES)

Customer Effort Score is an important KPI that measures how much effort a customer needs to expend to get an issue resolved or fulfill a need, which makes it a powerful predictor of future brand loyalty. A low-effort experience, like an easy and seamless online booking or check-in process, is a key aspect of guest satisfaction in the hospitality industry.

CES = Sum of All Individual CES Scores / Total Number of Responses

4. Customer Lifetime Value (CLV)

Hospitality-based businesses will find that Customer Lifetime Value is a crucial metric that predicts the total revenue your business can expect from a single guest over the entire duration of their relationship with your brand. A higher CLV indicates that your customer experience strategies are successfully building brand loyalty and leading to repeat business.

CLV = (Average Purchase Value)×(Average Purchase Frequency)×(Average Customer Lifespan)

5. Customer Retention Rate (CRR)

Your Customer Retention Rate may prove to be a valuable metric to track and calculates the percentage of guests who return to your business over a specific period of time. This KPI is a direct reflection of guest loyalty and the effectiveness of your efforts to build long-term relationships with your customers and guests.

CRR = ((Customers at End of Period − New Customers During Period) / Customers at the Start of Period​)×100

6. Customer Feedback and Sentiment Analysis

This key performance indicator involves the analysis of qualitative data from online reviews, social media comments, and survey responses to understand the overall sentiment - whether it is positive, negative, or neutral - that guests have towards your brand. While there is no set formula for this metric, this in-depth analysis provides deep, actionable insights into what you're doing well and where you may need to improve.

READ MORE: How To Improve the Customer Experience in the Hospitality Industry

By tracking the Most Important Customer Experience KPIs in the Hospitality Industry, you can move from guessing what your guests want to knowing what they need. This data-driven customer experience management strategy gives you the capability to refine your services, improve guest satisfaction, and build a stronger, more profitable business.

Contact boostCX today for a demo of our customer experience management solutions!

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The finance industry continues to grow and evolve and staying ahead of the curve is important to the success of banks, credit unions, and other financial institutions. Financial institutions that understand and adapt to the future trends and challenges in this list of Top 5 Customer Experience Management Trends in Finance will be better equipped to meet evolving customer demands, build long-term loyalty, and drive growth. 

Key Finance Customer Experience Management Trends for 2026

When you look ahead to 2026, there are several key trends that have the potential to redefine customer experience management for banks, credit unions, and other financial institutions. These trends are driven in large part by advancements in technology and a growing consumer demand for more personalized, secure, and seamless interactions. From using Artificial Intelligence (AI) to creating genuine human connections, the future of financial customer experience management lies in a balanced approach that combines high-tech efficiency with a high-touch, personalized banking experience.

1. Scaled Hyper-Personalization for Finance Customers

Hyper-personalization at scale involves using data and AI to deliver finance customers with uniquely tailored financial advice, product recommendations, and communications. A key example may be a banking mobile app that analyzes a customer's spending habits and proactively suggests a personalized budget or offers a pre-approved loan for a large purchase they appear to be saving for. A personalized customer experience is a major key to success for banks and credit unions.

2. Increase in AI-Powered Support

Financial institutions are relying more and more on AI-powered tools like chatbots and virtual assistants to provide customers with instant, 24/7 support for frequently asked questions (FAQs) and transactions. This not only helps improve efficiency for customers and reduces wait times but also frees up human agents to handle more complex and sensitive customer issues.

3. Easy Omnichannel Experience

Customers have come to expect the same consistent experience from their bank or credit union whether they are banking on a mobile app, website, over the phone, or in a physical branch. A seamless omnichannel experience ensures that conversations and transactions can transition easily from one channel to another without the customer having to repeat important information, to create a truly integrated journey.

4. Emphasis on Increased Security and Data Protection

As financial services become more digital and more advanced, the drive for increased security and data protection has become a foundational element of the customer experience. Customers need to be able to trust that their sensitive financial information is protected by robust security measures, including multi-factor authentication, biometric verification, and proactive fraud monitoring.

5. Push for Empathetic Customer Engagement

When you look beyond simple financial transactions, customers are looking for a partner who demonstrates genuine empathy and understanding of their individual circumstances. This involves a push for more human-focused interactions and the use of proactive engagement, that can include reaching out to a customer with helpful financial advice after a major life event like a marriage or the birth of a child.

READ MORE: Most Important Customer Experience KPIs in Finance and Banking

Embracing these Top 5 Customer Experience Management Trends in Finance is important for any financial institution looking to grow and thrive in the coming years. By focusing on hyper-personalization, AI-driven support, omnichannel customer journeys, robust security, and proactive engagement, you can build deeper trust and loyalty with your customers.

Contact boostCX today for a demo of our powerful customer experience management solutions for financial institutions!

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The automotive industry is competitive and improving the customer experience (CX) is more than just a luxury - it's a necessity for survival and long-term growth. For car dealerships, a memorable customer experience directly impacts sales, customer loyalty, and profitability. For example - 80% of consumers say the experience a company provides is as important as its products or services, and in the automotive industry, a negative dealership experience can deter a potential buyer more than the vehicle on the showroom floor. Increased focus on how a car dealership can improve the customer experience can transform a dealership from just a convenient place to buy a car into a trusted partner in a customer's automotive journey.

5 Ways to Improve the Customer Experience at Car Dealerships

Improving the customer experience at auto dealerships is critical, especially when an estimated 60% of consumers would switch to a competitor after a single bad experience. By focusing on key areas of the customer experience, dealerships can stand out from their competitors.

Here are five ways to improve the customer experience at auto dealerships, leading to increased satisfaction and repeat business:

1. Employ Modern Technology

Employing modern technology can streamline operations and enhance the customer journey, making the process more efficient and engaging for car shoppers. This is even more true with Artificial Intelligence (AI) solutions that can personalize interactions and automate routine tasks, allowing sales staff to focus on more complex customer needs.

• Implement AI-powered Chatbots: AI chatbots are a valuable tool to answer common questions on your website.
• Utilize Virtual Reality (VR) Test Drives: This innovative tool allows customers to experience vehicles without leaving home.
• Offer Digital Paperwork and e-Signatures: Digital paperwork solutions reduce time spent on administrative tasks at the dealership.
• Use CRM Systems with AI Insights: This provides data to better understand customer preferences and predict needs.

2. Make Transparency and Trust a Goal

Building trust via complete transparency in pricing, financing, and vehicle history is paramount in an industry where customers are hesitant to trust a dealership. This includes clearly presenting all finance options without hidden fees, giving customers the ability to make informed decisions and creating long-term relationships.

• Publish Clear and Upfront Pricing: Provide prices both online and in the dealership that eliminate hidden fees.
• Provide Comprehensive Vehicle History Reports: Vehicle history reports for all used cars help build trust.
• Offer Straightforward Finance Options: Explain finance terms and rates clearly to avoid confusion for customers.
• Emphasize Ethical Selling Practices: Make honesty and integrity the primary goal for sales people. 

3. Personalize the Customer Journey

Understanding and tailoring the customer journey to individual preferences can transform a generic sales process into a more relevant and memorable experience for the buyer. This means using key customer feedback and data to anticipate needs and offer solutions that resonate with each customer, whether they are a first-time buyer or a returning customer.

• Gather Customer Preferences Before They Arrive: Use online forms, phone conversations, or purchase history to determine preferences.
• Tailor Vehicle Recommendations: Make vehicle recommendations based on past purchases, lifestyle, and customer needs.
• Provide Personalized Follow-Up Communications: Communicate beyond the initial sale with offers and incentives relevant to their vehicle or interests.
• Pay Attention to Key Details About Returning Customers: Use innovative tools to better understand their last purchase or service history.

4. Make Buying a Car Simpler and More Convenient

The traditional car-buying process can be long, boring, and intimidating for new buyers. Simplifying this experience through more flexible options and simpler procedures reduces friction and improves customer satisfaction. Providing convenient options, such as online purchasing capabilities or home delivery, caters to modern customer expectations.

• Offer Online Purchasing Options: Dealerships can make the process more convenient with online purchasing options, from browsing to financing and even home delivery.
• Streamline the In-Dealership Process: Eliminate wasted time by reducing wait times and paperwork.
• Provide Flexible Test Drive Options: Make the process more flexible with available at-home or extended test drives.
• Offer Clear, Easy-to-Understand Explanations: Provide clear expectations and communication for all steps of the buying process.

5. Improve the Customer Experience at the Dealership

Even with advances in technology, the physical dealership experience remains important. Improving the atmosphere at a dealership and ensuring personalized interactions can make a big difference for car shoppers. This includes everything from a warm, personalized greeting upon arrival to comfortable waiting areas and engaging staff.

• Ensure a Friendly and Personalized Greeting: Make sure to acknowledge customers by name upon arrival when possible or provide a friendly greeting.
• Create Comfortable and Modern Waiting Areas: Amenities like Wi-Fi, refreshments, and charging stations impact the customer experience at a dealership.
• Provide Knowledgeable and Approachable Staff: A memorable customer experience starts with employees who are eager to assist without pressure.
• Provide Engaging Activities: Make families or those waiting for service at home with activities, such as children's play areas or interactive displays.

READ MORE: Top 5 Customer Experience Strategies in the Automotive Industry

In the end, improving the customer experience at car dealerships in a modern market is about adapting to evolving customer expectations with technology, transparency, personalization, convenience, and an exceptional in-dealership experience. By implementing these improvements, dealerships can not only meet but exceed customer expectations, build loyalty, and drive long-term success.

Contact boostCX today for a demo of our customer experience management platform for automotive businesses!

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