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Bringing The Customer Voice to Life in Healthcare

April 14, 2023

Voice is a powerful tool. The average person speaks about 7,000 words daily (although anyone who’s spent time around young children knows that estimate is probably low). Yet amid healthcare organizations building a more customer-centric approach to customer experience (CX), many have not included a key piece of the CX puzzle: analyzing the voice of the customer.

The value of unstructured data

Healthcare organizations use a variety of existing touchpoints to connect with their customers. Surveys gather customer feedback, while word clouds provide a way to visualize information, but structured data from these sources alone doesn’t paint a complete picture of the customer experience.

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