Now that the world is technically at the fingertips of anyone with a smartphone, customers are getting savvier and savvier. And as they do, they are expecting the best possible customer experience – from every provider, every time. And if they don’t get it? It’s easier than ever for them to switch to a competitor [...]
Service Design is not a new concept. A strategic approach to Service Design solutions are however powerful differentiators for service-based organisations. Creating a vision, driven by the customer experience, that encompasses the flow of a customer journey and not only the quality of the interaction, is where the true value of good Service Design is [...]
Today’s patients are not sitting idle in waiting rooms hoping they will be seen by a doctor at some stage. They are researching healthcare providers online, seeking recommendations on Social Media, looking up symptoms, booking appointments online and more. The explosion of wearables means patients can track their calorie intake, their sleep cycles, their steps, [...]
Customer Experience (CX) is no longer a nice to have and is now a strategic business imperative. It is tipped to be most exciting opportunity for organisations in 2017. Furthermore, a study by Gartner predicts that by 2018, more than 50 percent of organizations will implement significant business model changes in their efforts to improve [...]
“Am I the next patient to be seen?”. Asked endlessly in waiting rooms all over the country, it’s a question born of anxiety, boredom and frustration. As hospital wait times run over time, appointments run late, and patients sit in drab reception areas and hospital queues wondering if they’ve been forgotten, the waiting room experience [...]
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 to enter the Patient Engagement Award category and be recognized for their contribution to revolutionizing patient experiences. NEXA is proud to sponsor [...]
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 been a loyal supporter of this event to showcase our progressive technology solutions that optimise the patient journeys in small, medium [...]
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 ride through Uber or to sell a couch on Gumtree. More than just patients, they are marketing channels with new experience [...]
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 season of successes and change. Firstly, we hosted the inaugural Health Roadshow series “Optimising the Patient Journey” in Sydney, Melbourne and Gold [...]
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 our NEXA YouTube channel. The video takes you through the journey of an ordinary guy applying for a permit to build a [...]
