CVS Health is revolutionizing customer experience with innovative approaches to gathering and utilizing customer feedback. Sri Narasimhan, VP, Head of Enterprise Customer Experience at CVS Health, shares insights on the shift to proactive feedback, data utilization, and a customer-centric culture.
Companies traditionally gather customer feedback reactively through surveys and complaints. CVS Health is leading the charge in shifting towards a proactive approach, which involves identifying and addressing issues before they escalate.
Narasimhan emphasizes using quantitative data to understand and improve experiences. CVS Health goes beyond surveys, utilizing digital session data, rage clicks, and call transcripts for deeper behavioral insights. This data-driven approach allows them to identify inefficiencies before customers complain.
A key component of CVS Health’s strategy is fostering a customer-centric culture that resonates throughout the organization. Positive customer experiences are closely linked to positive employee experiences, and CVS Health is dedicated to ensuring both.
A key strategy is fostering a customer-centric culture. CVS Health recognizes the link between positive customer and employee experiences. They prioritize both through initiatives that promote employee engagement and exceptional service.
CVS Health also leverages AI thoughtfully. They prioritize accuracy, using AI to support employees with insights and recommendations. This enhances the customer experience.
Creating a customer-centric culture motivates and equips employees for excellent service. Narasimhan’s goal is to build a trusted brand, making healthcare journeys seamless. CVS Health’s innovative strategies inspire a new standard of excellence in the industry.
Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” To learn more visit www.8CXLaws.com.
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