healthcare
Capabilities targeting customer engagement, content creation and personalization, CSat/NPS, community creation, and enhanced customer care including proactive care targeting and triage through AI driven analytic modeling and real-time support
objective
Driving digital content engagement performance and improving customer awareness, engagement and CSat
actions
outcomes
Audited client content production and customer engagment performance and utilized AI to analyze and recommend revised strategy for improving awareness and impact
Developed new operational content marketing model for individual buiness lines and created new social content publication and analytics processes for earned, owned and paid media programs
Built performance scorecard and training framework for content and marketing COE teams
Identified 5 key areas to improve customer engagment and ran successful pilot which increased positive engagment by nearly 2x in the first 90 days
Targeted underperforming content and marketing campaigns to address gaps and new opportunities to drive improved incremental ROI through
Improved and streamlined content approval process and operational structure which in turn increased efficiencies, reduced agent service times and lifted CSat scores approximately 12%