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    NEXA to sponsor the VHA Patient Engagement Award
    To highlight the increased scope of innovation in the public health sector, the Victorian Healthcare Association has added extra categories to their annual awards. For the first time, member organisations will be able...
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    Talk to us at HIC 2017
    The Health Informatics Society of Australia (HISA) is hosting it’s 24th annual Health Informatics Conference (HIC) from 6-9 August 2017 at the Brisbane Convention and Exhibition Centre. For the past 3 years NEXA has...
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    The path to patient centricity
    Healthcare in the experience economy. Your patients aren’t comparing their hospital experience to other hospitals, they’re comparing them to CBA’s banking app, their latest purchase on Amazon, how easy it was to book a...
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    The half time score
    It’s hard to believe we are half way through 2017 and at the end of another financial year! The past 6 months have been a whirlwind at NEXA – a really positive and uplifting...
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    Customer Centric BPM
    Originally posted on the Qnomy blog here What does "Customer Centric BPM Software" mean? What is BPM actually? The answers are revealed in a new video, which you can see right here and on...
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    Bringing The Value of Omni-Channel to Healthcare Providers
    Originally posted on the Qnomy blog here Interactive communication channels, digital in nature, augment the patient’s physical visit to the clinic resulting in a true omni-channel patient journey and experience, which healthcare providers can...
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    Tailoring the Student Experience through digital transformation
    The Student Service Centres Conference or SSCC has been a fixture on the tertiary education landscape for the past decade. The conference was initiated by the Association of Tertiary Education Management and it...
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    NEXA's Q-Flow Patient Journey at The Emergency Department
    NEXA’s Q-Flow solution for the emergency department streamlines the patient journey and enhances the visitor experience. To better understand just how this works, watch this video which highlights Mr Quimby’s visit to the...
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    Make Your Branch Interactions Delightful and Achieve NPS Greatness
    Originally posted on the Qnomy blog here Net Promoter Score, or NPS, gauges a service provider's relationship with its customers. In their study of Customer Behavior and Loyalty in Retail Banking, Bain & Company reported:...
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    Power the Happy through food this Starlight Day
    Since being diagnosed with leukaemia, Ruby's whole life has been hospital – but through it all, she found magic, fun and laughter with #CaptainStarlight! Friday 5 May is #StarlightDay, and you can help...
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    Digitizing Brick and Mortar, for a Purpose
    Originally posted on the Qnomy blog here There are many ways to describe the functions of Q-Flow®, but in essence, what this unique piece of software does is digitize brick and mortar stores and...
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    Optimising the Patient Journey workshop series highlights
    With close to 35 million non-admitted patient service events provided by Australian public Hospitals and over 10 million hospitalisations per year (Source: AIHW 2016), applying technology solutions to healthcare is essential for health...
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    EXPERT Q & A: Lior Miller, Chief Healthcare Solution...
    Lior Miller has over 10 years of experience as both a healthcare provider and on the vendor side as a solution specialist. He is an expert in medical and patient centric process management...
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    The end of the road for customer journey mapping
    I’ve just finished reading Altimeter’s excellent ‘2016 State of Digital Transformation’ report (1), and one stat jumped out at me: ‘Only 25% of companies undertaking digital transformations have mapped their customer journeys’. *Sharp...
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    Little things count. Big time.
    No detail is too small in the customer journey Forget the broad sales and marketing goals that were hammered into you at in this morning’s meeting. If you want a competitive advantage, your company...
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    Our operating room scheduling & management solution – watch...
    Committed to optimizing patient journeys and throughput, NEXA tackles complex patient-centric-care delivery processes and streamlines them to enhance patient experience and healthcare provider performance. Our latest medical process-improvement concept video is out and we’re...
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    Why are you relying on market research?
    Market research isn’t enough anymore If you’re relying solely on market research to refine your customer experience, you’re at risk of being left behind. You may have heard the term Voice of the Customer...
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    Relationship managers are facing an existential crisis
    Why do relationship managers exist? Traditionally, relationship managers have acted as the main channel of communication between the customer and the bank, advocated for the customer’s needs within the banks operations, preempted customer needs...
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    Change management in the age of digital transformation
    Technology is forever changing the ways that we work. Automation replaces roles, innovation enhances others, and many tech-related roles which will boom in the next decade don’t even exist right now. Knowing how...
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    Customer flow: this one thing will keep your customers...
    In an age where your competitors can be Googled while they’re waiting in your queue, customers have never been more in control. Brand loyalty is becoming less important to consumers, and similar offerings...
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    The hidden value of appointment scheduling for hospitals
    There is potential in appointment scheduling that is waiting to be unlocked – have you considered how it could change the experience of working at and visiting your hospital? Appointment scheduling can make...
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    A sneak peak at queue management software of the...
    For the hundreds of hospitals, tertiary education campuses, federal and local government departments and councils, business and other organisations we have had the privilege of working with over the last decade, our queue...
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    Training isn’t the answer to culture change
    Originally posted on The Customer Experience Company blog here. Training isn’t the answer to cultural change. “You don’t need money for cultural change, just train them”. Sound familiar? For your sake I hope not, anyone who...
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    It’s not about the destination, it’s about the journey
    Customer needs product/service. Customer sees that your product/service fits their need. Customer buys product/service from you. Is any exchange ever that simple? We can assure you that most of the time, it won’t be. Which...
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    What are waiting times really costing your business?
    How long are your customers actually spending waiting? Even a few minutes spent on hold, during processing and physically waiting for an appointment add up. Every minute your customers spend waiting could be...
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    How to reduce your no-shows
    Do you know what your no-show rate is? “About a quarter” or “six-ish percent” is not a good enough answer! You need to be able to quantify these numbers so that you can...
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    The three biggest challenges that inhibit CX success
    When Amazon announced last year that they were moving to a customer-first business, they believed that they were unlikely to see profit for 2-3 years. In actual fact, from June 1 2015 to...
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    The NEXA solution for the next generation
    NEXA has a strong foothold in the tertiary education sector with our Student Experience solution being used in over 30 institutions across Australia. Recently, NEXA won a new contract with Edith Cowan University...
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    Is consistency the key to successful flow management?
    How is your company managing customer flow right now? As you are reading, there are multiple touchpoints that could be letting you down – from touch screens to staff ushering people to front-of-office staff...
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    Who owns the customer experience?
    Can everyone own something so valuable? The benefits of a good customer experience can not be overstated. Companies are realising that the best way to ensure a powerful customer experience is to empower their...
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    Overcoming Old Habits With Q-Flow Exchange Bridge
    Organisations upgrading from personal calendars to enterprise-grade appointment scheduling solutions like Q‑nomy’s Q-Flow, know what they’re gaining. Q-Flow delivers the type of calendar capacity management and resource optimisation, cross-department load balancing, and real-time management tools...
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    4 tips to improve your customer journey mapping
    As a service provider, you want to offer your customer a seamless journey. Why is it then, that this is not the reality for the consumer? Businesses struggle to link front-of-house experience, back-end...
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    NEXA is proud to sponsor the National Local Government...
    NEXA has partnered with the National Local Government Customer Service Network (NLGCSN) for the past 5 years and is proud to continue this important relationship in 2016.  The NLGCSN is the peak industry...
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    Hey Hey, it’s CX Day!
    CX Day is a global celebration of the companies and professionals that create great experiences for their customers. That’s why we are celebrating at NEXA to thank the team a ‘latte’ for their...
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    Appointment Scheduling is Only Half The Solution
    Many retail businesses nowadays add appointment scheduling to their customer experience offering. These businesses rightfully assume that scheduled visits support resource planning, resulting in more efficient resource utilization. And, it makes their customers...
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    Q-nomy Cited by Gartner as a Sample Vendor in...
    Patient self-service kiosks are the keystone in an optimised patient journey; these kiosks empower patients to self-inform themselves about the services they will receive and their expected visit-path. This is why we are happy...
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    Integrating Customer Touchpoints
    The NEXA solution provides transparency to management by delivering real-time data to make accurate and necessary decisions, which ultimately enhances the customer journey and improves operational efficiencies Analyzing each point of interaction in a...
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    "The only constant is change": the shifting roles of...
    People are changing the way they feel about having to visit and spend time at stores, public service offices, even clinics. You see that change in customer preferences, in customer satisfaction levels and...
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    The four key steps for a productive workplace and...
    When it comes to crafting a successful customer journey, knowledge is king. A clear and concise understanding of your customers and how they interact with your team, your environment and your company offering...
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    Introducing NEXA’s new brandable kiosks
    NEXA's new state-of-the-art slimline kiosks not only help businesses manage optimal handling of customer traffic through your customer service centre, but also can be branded to reflect and advertise your business. Benefits and Advantages •...
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    "The world doesn't just disappear when you close your...
    In the movie Memento, Leonard Shelby, can't remember anything that happened more than 15 minutes before. This condition leads him to take actions of grim consequences. Like Shelby, customers can't follow and remember everything...
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    There's a lot you can do even if you...
    Patient satisfaction comes first, writes customer experience expert and thought leader Micah Solomon in a Forbes article articulating the best ways healthcare providers can move forward in establishing their patients as happy and...
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    Customer Journey Intelligence
    Customer Journey Intelligence is the term we like to use to describe the methods and tools available for analysing customer flow and customer experience. As NEXA’s solutions generate plenty of information pertaining to...
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    Making Hospital Scheduling Work
    Imagine that hospital personnel could only use a simple calendar for hospital appointment scheduling. Would such a basic appointment tool suffice to effectively schedule surgical procedures and other complex operations that require coordinating...
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    Appointment Booking Is Good. Here's a Recipe for Making...
    Many banks allow their customers to book appointments with staff, and see this as a simple way to improve service, reduce wait time, and make bankers' work more predictable. However, these banks are...
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    A Clever and Simple Solution for Banks
    Providing a software solution for banks might seem like a daunting task, especially when the issue at hand is customer experience and service. Phrases like 'customer data' and 'systems integration' spring to mind,...
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    Shoplifting by permission – Take the product and leave...
    An article published in Recode recently, revealing Amazon plans to open retail, non-book related brick and mortar stores, uncovers a possible solution for a problem many retailers are aware of, according to a...
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    Top Five Do's And Don'ts Of Digital Signage
    In today’s fast moving consumer environment, companies trying to promote brand are turning to Digital Signage as a proven platform to “get their message across”. The issue is, unless you are doing it...