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In the 2021 Customer Experience Index from Forrester, every payer company improved – but only enough to receive a rating of “OK.” Despite significant investments on the part of many payers to improve the member experience, they still rank above only cable companies and the Federal government.
According to Forrester Research’s customer experience index, even improving patient experience by one or two points can have an enormous impact on patient satisfaction and a health care organization’s bottom line. It’s the proverbial win-win.
In today’s world where consumers are continuously bombarded with marketing messages; delivering the right ones, in the right context, and at the right time is essential.
Process is hard. Here's why. Leaders are lauded for being visionary, to think in terms of big goals. But to make a vision a reality, it takes a process developed with analytical and detailed thinking about going from A to B.
Powerball is a popular topic in this country, especially when the jackpot reaches record heights as it did earlier this month. With money on my mind, I thought now would be a good time to discuss how telecommunications…
We’ve all heard the expression ‘change is constant’ but what does that really mean for organizations in the midst of massive industry shifts, new business strategies, or organizational restructuring?
Transaction-based sourcing agreements are ineffective and broken. Providers often find themselves being asked to deliver a Cadillac on a Chevrolet budget. Clients, on their side, are under continuously increasing demand to deliver more at a faster rate.
DevOps started as a nimble development method used by startups and companies that have software based products. Fortune 500 IT Departments have been trying to adopt the practice ever since DevOps was first proposed at the Agile Development Conference in 2008. The “agile infrastructure” as it was first named, was the first incarnation of the idea that Agile Development was not enough; that cross-department cooperation and integration is necessary to fully realize the product delivery benefits promised by using an Agile model. At a high level, DevOps integrates the disciplines of development (software engineering), quality assurance, and operations.
Today’s demand for big data talent reflects a recurring theme that happens whenever a new valuable technology becomes available. Companies face the conundrum of figuring out how to quickly capitalize on the latest technology to gain business advantage during a time when a limited supply of skilled talent exists in the marketplace.
Internally, the tug of war begins because marketing, operations and customer service all push to leverage these technologies as quickly as possible, while IT tries to figure out how to get it done. The business ends up with two options: develop the expertise internally or partner with an outside resource.
Mar Tech can help you achieve better results and efficiencies—or it can sit unused while your team keeps doing things the way they always have.
When a seemingly sweet deal turns sour, it's time to prepare an exit strategy. Here’s how to preserve essential business operations, your vendor relationship and your job.
5G May Still Be a Few Years Away, But Now is the Time to Start Preparations
The time is now for telecommunications, media and entertainment (TME) companies to start preparing for new 5G-enabled business…
Nick Vennaro, Capto co-founder, recently had a chance to attend and speak at the first Health IT Expo in New Orleans around negotiating the right supplier contracts and treating suppliers as partners for better outcomes.
Healthcare as a whole is finding new ways to use technology to improve population health and patient experience. Population health is looking for a spectrum of precision in patient and provider data as well as clinical cost metrics and matching that data to patient communication, metrics and clinical outcomes. Patient experience requires streamlining information that is both timely and personalized, which is hard to accomplish with monolithic systems.
Efforts to improve collaboration is a common driver of the recent healthcare mergers, say experts.
The industry will be changed less by mergers that try to combine different core competencies that are borne out of different cultures, than by partnerships that allow the different businesses to become even more focused on what they individually do best, says Sheila Talton, president and CEO of Gray Matter Analytics, a healthcare technology company.
Marketing has always been a front-facing department, moving at breakneck speed to plan and implement new solutions. IT has traditionally worked behind the scenes, taking a more methodical enterprise approach.
While more and more CMOs we talk to are actively engaged in partnering with CIOs on projects ranging from enterprise digitization and martech adoption to customer experience and revenue-generation programs, many are frustrated with the results.
Do you ever feel like you’re drinking marketing data from a fire hose when what you really need to improve customer experience is a narrow straw?
Until recently, marketers have been able to plan and implement their martech strategies and programs largely independent of IT.
Now, however — with the proliferation of AI, machine learning, chatbots, big data analytics and other advanced Martech 2.0 capabilities — it’s time for IT to step out of the hallway shadows and become more visible as a business driver and marketing partner.
In today’s world where consumers are continuously bombarded with marketing messages; delivering the right ones, in the right context, and at the right time is essential.
More than ever, marketing teams are expected to drive revenue growth and, in a maturing telecom industry, exceptional customer experience and timely, relevant messages that hit the mark. Frankly, this is where telecom, media, and entertainment (TME) firms will succeed or fail.
With the proliferation of advanced marketing technologies (martech 2.0) and the promise they hold to spur revenue growth by considerably improving customer experiences, IT departments must accept an expanded role and collaborate closely with their marketing teams.
All 3 parts of this Blog Series can be found at InfoWorld.
Previously in this three-part series, I wrote about how to introduce microservices in a legacy environment and provided an overview of domain-driven design (DDD) and how this development philosophy can be used to represent the real world in code, while also being well-suited to a microservices implementation. This time, I cover some of the tools and frameworks that can be used when implementing microservices.
Outsourcing decisions often come down to a relatively simple cost-driven Return on Investment (ROI) calculation: how much will the cost change in each scenario and how quickly can that investment be recovered?
On the surface, this purely economic approach seems appropriate enough. After all, economics are certainly important. But over-reliance on purely financial-driven outsourcing decisions is one of the biggest causes of the “strategy-to-execution gap,” namely the distance between a company’s business strategies and its ability to execute on them.
Meeting customers and patients “where they are” is already shaping up to be the healthcare consumer and patient experience mantra of 2018. Consumers are starting to demand it as their tolerance for slogging their way through the system of care decreases.
Benchmarking can be an effective tool to determine areas in need of process improvement and budget realignment with business goals. Used correctly, benchmarks are used to develop and continuously improve a high-performing organization. It is important to keep in mind, however, that a benchmark is simply a place to start—a point of reference for motivating action aimed at improving the organization’s future position.
In November, I delved into explaining how microservices can be introduced into a large organization with well-established legacy systems. In this post, I cover domain-driven design (DDD) and how this development philosophy can be used to represent the real world in code while being well-suited to a microservices implementation.
What technology will change marketing the most in 2018?
This was just one of many questions posed to 350 marketers, CEOs and influencers, including Capto, by John Koetsier, Mobile Economist at TUNE regarding their thoughts on MarTech in 2018. See the results.
Consumerism has significant implications for understanding data analytics, including the need to better understand the healthcare customer before they ever become a patient.
A Forbes and Sitecore study found that organizations have an average of 35 data gathering points, but little to no integration. This kinds of breakage in marketing and IT systems breaks down the customer experience and costs companies revenue in lost opportunity.
My article in Chief Marketer offers five ways for marketing to get their internal martech house in order.
Outcomes-Based Outsourcing Continues to be an Innovation Tool
Creating effective, high-performing and well-governed outsourcing deals was one of the key services Capto offered at our launch in 2009. SYNAPTIC Outsourcing is still a key service we offer our clients. The fundamentals remain solid, but how we help make these deals successful has evolved dramatically. I’ll explain how we’ve applied our SYNAPTIC Sourcing methodology differently over time.
SYNAPTIC Outsourcing was born out of our personal experience supported by extensive research that confirmed our hypothesis at the time: IT outsourcing was broken. Deals were under-performing economically and operationally when compared to other broad business trends such as supply chain management.
May the Right Partnership Create the Best Customer Experience
Telecom, media and entertainment industries are crossing paths with increasing regularity in hopes of seeking a fruitful partnership. Navigating the increasingly connected, ever-changing wireless ecosystem is not for the faint of heart. Inking the deal is just the first step. Integrating technologies, teams and operating cultures are what can really make or break the customer experience and thus profits.
Why Cable and Telecom Companies Must Address Their Billing Systems
We found it interesting that Comcast was singled out by six senators in Washington for billing customers the rental fee for their modem after the modem had been returned. Comcast acknowledged issues in their customer service and called out a focus on their billing systems to avoid such mistakes in the future.
THE TRUE VALUE OF A COMPANY IN AN EMERGING MARKET
SITUATION
A chasm often exists between being able to see an opportunity and being able to seize it. Capto worked with a private investment and real estate company in the Middle East that wanted to leverage infrastructure outsourcing market growth in the region by establishing a new company. After initially analyzing the scale of the investment and the operational complexities involved, the firm determined that it needed outside operating expertise to develop the appropriate investment strategy. Enter Capto to help formulate a strategy and assist in execution.
We've all been there. To that land of customer enchantment and delight where a recording tells us our calls are important. In fact, we’re so important that we're typically put on hold and pushed to a self-serve website to solve our own problems. If we want to talk to a human being, there’s little satisfaction in knowing our calls will be handled in the order they were received.