From the NHS to The Mail Online, Digital CX World saw the pioneers in digital customer experience and heard how they are innovating and disrupting their -- very different -- industries.
Digital CX World took place at ExCel London over the past few days in partnership with TechXLR8 and London Tech Week. We have covered two of the top talks over the past few days.
Re-Engineering the Digital Healthcare Experience: How the NHS Is Putting the Patient at the Heart of Their Digital Transformation
It comes as no surprise the NHS is making huge moves in the industry to develop their digital offering. But how do you take the most sensitive personal data, and make it into a user-friendly journey for its owner?
Over the course of Sam Shah's keynote at this year's Digital CX World we learnt of the new ways in which the NHS plan to innovate their online customer experience procedures to keep up to date and keep patients happy.
The NHS deals with a population coverage of 17 million, and currently an average phone call to them leads to a solution in an average of around about eight minutes. Now when you compare that to the digital journey, which only takes two minutes, you wonder why they haven't done it sooner.
However, how does the implementation of new technology help all patients? It's all about the data. The vast amounts of data that can be collected via technology can aid in the personalization of a patient's online experience as well as their diagnosis and treatment.
This is putting healthcare back into the hands of the patient, and reassuring them of that their data is accessible, but also secure. Users can update profiles and medical requirements which plays a great part in tailoring the service given to them. This is precision medication -- using data to personalise prescriptions and treatments.
It's a great way to improve the efficiency of the NHS, removing the need for people to attend A&E and surgeries unless required. The digital offering caters to all generations. More and more you will see the generation before yours start using technology in new innovative ways, and it's impressive and comforting to know that the NHS will be moving with the times in terms of technology.
The Art and Science of Loyalty: How The MailOnline Deliver Compelling and Addictive Content for Their Readers
The Mail Online is one of the most popular English-speaking newspaper websites in the world. With 60% of its online traffic coming from organic searches, the audience is arguably one of the most loyal, with readers coming back to visit the website consistently.
The publication's Head of Digital, Hayley Cochrane, gave a keynote talk in one of our most popular sessions called "The Art and Science of Loyalty: How the Mail Online Deliver Compelling and Addictive Content for Their Readers." Cochrane covered many areas of interest in her talk, from the need to focus mobile first with your content and the ever-changing role of a news editor or publisher.
Cochrane used this session to highlight the current demands and responsibilities of a digital editor. "They now must be both a creative, expressing new content ideas, and a walking algorithm," she said in her keynote.
With the current rate at which we are consuming content, it is now crucial for the Daily Mail to fuse technology and traditional storytelling in order to deliver compelling, and finely tailored content for their audience while maintaining a holistic view of the customer. Its aim is to leverage a deep customer insight to deliver targeted content, comms and advertising.
Stay up to date with all the news and updated from TechXLR8 and Digital CX World and look out for filmed interviews coming to our YouTube channel soon.
Discover more cutting-edge customer experience technology and hear from the people behind it at Digital CX World happening right now in the ExCel London as part of TechXLR8.