Even as the Telecom industry continues to experience solid growth, heightened competition, rapid commoditization, and consumer demand for hyper personalized experiences threaten to erode margins. One misstep, at any stage of the customer journey – be it during onboarding, billing, or tech support – can drive customers into the arms of the competition.

Clearly, overhauling Customer Experience Management (CXM) strategies is key to service providers’ survival and growth. Traditional customer service paradigms will not cut it anymore. Success lies in adopting digital-first engagement driven by technologies such as Robotic Process Automation (RPA) and AI, while simultaneously developing an in-depth understanding of evolving customer expectations using analytics.

This whitepaper dissects the pressing CX challenges confronting the Telecom industry. It also unveils transformative strategies that can help service providers not only meet but also anticipate and exceed customer expectations.

Join us on this exploratory journey as we chart the roadmap for next-gen Telecom experiences. You'll uncover the nuances of prioritizing digital investments, designing holistic CX journeys, and creating omnichannel experiences, to convert customers into brand ambassadors.

Download the whitepaper now and lead the new CX paradigm!

In today's dynamic healthcare landscape, the patient or member's journey, from enrollment to renewal, has become paramount in defining the overall health experience. With rapidly evolving technology and increased emphasis on digital touchpoints, healthcare providers and payers must reinvent the way they interact, support, and foster relationships with their members.

In this comprehensive whitepaper, 'CXM for Healthcare - Improve care outcomes, retention, and growth', we delve deep into the intersection of healthcare and customer experience (CX), offering a clear roadmap for enterprises to transform and elevate the care journey.

As you traverse through its pages, you'll gain insights into:

• The revolutionary change that digital CX innovation is bringing to personalized care.
• A detailed breakdown of pivotal moments in the member journey, from the initial enrollment to the crucial phases of renewal or disenrollment, the associated needs and challenges
• Strategies and solutions to optimize member outcomes, leveraging the prowess of AI, analytics, and advocacy, while ensuring security and compliance.
• Case studies showcasing how two major health plans harnessed next-gen CX solutions to improve advocate and member experiences.
• Lastly, distill the learnings into five best practices, ensuring your organization can exceed member experience expectations.

We invite you to join us on this transformative journey.

Download the whitepaper for insights to envision and design the future of member experiences, integrating the best of technology with the warmth of personalized care.

This whitepaper, "CXM's Coming of Age: 'Skin in the Game' Taking Center Stage" explores the paradigm shift in the customer experience management (CXM) industry towards value-based commercial constructs. In an era characterized by rapid change and economic challenges, businesses are facing the need for consolidation and efficiency while navigating the disruptive force of AI. Amidst this landscape, the customer remains the focal point, and engagement, retention, and monetization of customers are top priorities for CX service providers.

The whitepaper acknowledges the increasing pressure on service providers to meet ever-changing client demands while dealing with budget constraints and heightened efficiency expectations. It highlights the prevalence of intense deal negotiations and renegotiations of contracts, reflecting the era of unreasonable buyer expectations. As a result, service providers find themselves in a delicate balancing act to deliver exceptional customer experiences while managing commercial complexities.

To address these challenges, the whitepaper explores the emergence of value-based commercial constructs as a preferred path toward win-win solutions. This shift moves beyond traditional contracts based solely on resources employed and incentivizes service providers to have "skin in the game." The value-based-first mindset represents a significant transition in the industry.

The whitepaper, authored by BCG and ResultsCX, delves into the key drivers that have brought about this pivot toward value-based models. It explores these drivers from the perspectives of both CX service buyers and providers. The key drivers identified include a focus on paying for performance rather than operations, co-owning and co-funding transformation agendas, and embracing change to differentiate and elevate relationships.

Furthermore, the whitepaper delves into the various commercial constructs shaping the CX service provider industry. It compares traditional models with consumption-based and value-based models, shedding light on unique pricing and engagement approaches. By understanding these constructs, readers can gain valuable insights into the evolving CX landscape and the pathways to success.

In addition to exploring these key aspects, the whitepaper also offers a MythBusters Guide to Value-based Models, dispelling common misconceptions, and provides guidance on navigating complexities and embracing change.

Overall, the whitepaper serves as a comprehensive resource for CX service providers, buyers, and industry professionals seeking to understand and adapt to the shifting dynamics of the CXM industry and the growing importance of value-based commercial constructs.

3 strategies to ensure continued member coverage

The 2023 Medicaid redetermination process is underway, posing significant challenges for states and healthcare organizations as they strive to maintain coverage for the millions of recipients enrolled in Medicaid. In this crucial whitepaper, we explore the complexities of the redetermination process and provide three strategic approaches to ensure continued member coverage.

As states work to complete this critical task within a year, it is crucial to address major roadblocks, including inaccurate member contact information, low awareness, vulnerable populations, and staffing shortages.

In this thought-provoking whitepaper, we delve into three powerful strategies to safeguard member coverage. Explore how data-driven member segmentation optimizes outreach, enabling tailored communication. Learn the importance of omnichannel member outreach to engage effectively across multiple channels. And discover how a holistic member experience approach strengthens the redetermination process by addressing individual needs.

Collaborating with customer experience experts can be a game-changer in overcoming the complexities of redetermination. By leveraging their healthcare domain knowledge and digital-first solutions, organizations can enhance communication, improve member responses, and mitigate unnecessary coverage loss.

With the potential to impact the health and stability of millions of Americans, health plans play a vital role in this effort. By providing clear information, accessible resources, and personalized support, they can ensure that no one falls through the cracks during redetermination.

Take a step towards securing continued coverage for Medicaid members. Download the whitepaper today and gain valuable insights, innovative strategies, and practical solutions to navigate the 2023 Medicaid redetermination process successfully. Together, let's empower beneficiaries, build strong relationships, and improve health outcomes for all.

In the digital age, brands that can't deliver exceptional customer experiences (CX) risk being left behind. This eye-opening whitepaper dives into the crucial role of AI in revolutionizing CX strategies and reshaping customer support.

Discover how AI-driven self-service solutions can turbocharge customer resolutions. By empowering customers with the tools and resources they need, brands can streamline the customer journey, providing faster and more accurate resolutions. Explore real-world success stories across industries like healthcare, retail, and financial services, showcasing the transformative power of AI in CX.

Unlock the potential of analytical insights to enhance CX. Uncover how data-driven strategies and AI technologies can help brands understand customer expectations and tailor their services accordingly. From interactive tutorials to adaptive FAQs and multimedia support materials, learn how self-service options can reduce contact center volumes and enhance customer empowerment.

In a world where digital adoption is accelerating, brands must prioritize CX innovation for sustained success. By leveraging AI and advanced analytics, businesses can create seamless digital experiences that meet and exceed customer benchmarks. Discover how AI is reshaping customer support, optimizing resolutions, and driving customer satisfaction. Dive into this engaging whitepaper and unlock the strategies to transform your brand's digital CX.

Unleash rapid insights, transform customer interactions, and revolutionize your business with Intelligent Document Processing (IDP). In this whitepaper, discover how IDP automates document handling, freeing your employees to focus on high-value tasks and providing lightning-fast customer support.

Bid farewell to manual processes that hinder efficiency and frustrate customers. IDP automatically collates, categorizes, and processes customer information with unrivalled accuracy. Harness the power of advanced artificial intelligence and robotic process automation to streamline operations and deliver rapid insights that delight customers.

Learn how IDP differs from traditional automation and why it's worth your investment. Explore the capabilities that make IDP a game-changer, eliminating bottlenecks and paving the way for digital transformation. From banking to healthcare, government to retail, discover how IDP unlocks value across industries, accelerating insights and driving unparalleled customer satisfaction.

Are you ready to revolutionize your customer experience? Dive into this engaging whitepaper to uncover the secrets of Intelligent Document Processing. Accelerate your insights, exceed customer expectations, and stay steps ahead of the competition with IDP.

Three important information security questions to ask your BPM partner

In today's interconnected world, businesses face an ongoing dilemma when it comes to protecting their valuable information. Data breaches and security threats have become all too common, demanding a proactive and ever-evolving approach to information security. This whitepaper dives deep into the challenges businesses encounter when partnering with Business Process Management (BPM) providers and provides invaluable insights to create the most secure outsourcing environment possible.

Imagine a world where your company's data is shielded from prying eyes, where breaches and leaks are mere distant nightmares. In this whitepaper, we unravel the complexities of data security, urging businesses to go beyond surface-level protections. It is time to conduct thorough due diligence and determine the exact level of data protection required, ensuring critical information remains secure while staying adaptable in the face of evolving threats. With so much data flooding the digital landscape, it is crucial to establish a protection hierarchy that prioritizes what truly matters.

But how do you choose the right BPM partner in this rapidly changing landscape? That is where this whitepaper comes to the rescue. We guide you through the essential security considerations when selecting a BPM provider. Look for partners, who place the utmost importance on data security, constantly evaluating their storage practices and access protocols across platforms. From email and chat to phone and social media, no communication channel should be left unsecured. Only by addressing potential vulnerabilities holistically can we stay one step ahead of the lurking hackers, waiting for the slightest opening to strike.

Transparency is key. We explore how BPM partners can effectively communicate their data security measures to instil confidence in their clients. Showcase a security-first mindset, highlighting robust security protocols and demonstrating a commitment to safeguarding data at every turn. By clearly articulating their data security story, BPM partners can build trust and provide reassurance that sensitive information is in safe hands.

By incorporating the insights shared in this whitepaper, businesses can establish a solid foundation for a secure outsourcing environment. Proactively asking the right questions and partnering with BPM providers who prioritize data protection will mitigate risks and create a safer future. It is time to take control of your data security destiny and embark on a journey toward the most secure outsourcing environment imaginable.