Scientific research
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Topic- Customer service
Tech Talk: Enterprise platforms key for senior living
The need for innovative technology to augment personalized care is growing in the senior living industry as it continues its post-pandemic recovery. This is one finding of a survey of industry leaders by iN2L + LifeLoop.
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Stats: 65% of residents say robots improved dining experience
Despite the challenges brought about by staffing shortages, a new white paper says that one way to bring innovation into senior living may be found in applying a high-tech solution for a high-touch impact: robot servers in the dining rooms. "The robots are intended not to replace but to work alongside humans to help address staffing challenges first experienced during the COVID-19 pandemic and simultaneously to elevate the customer experience," said Kari Olson, president of FPCIW. "We're pleased that efforts to continue the use of the dining robots beyond the pilot have been supported by the communities, and we look forward to bringing this technology to other Front Porch communities."
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Supervisor support in customer conflicts curbs staff turnover
How supervisors manage customer conflict helps determine how long workers stay on the job, according to a University of British Columbia (UBC) study. The findings are relevant to active-aging organizations, where conflicts are known to develop between constituents and all levels of service providers.
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Many businesses out of touch with their customers: global survey
Businesses are out of touch with their customers and overestimate the quality of their customer service, according to a survey of 12,500 global customers, businesses executives, and customer-facing employees that offers a real-world perspective on the state of customer service today.
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Personalized patient engagement a key to overall wellbeing
A survey from software company Pegasystems demonstrating the importance of quality patient engagement is aimed at doctors and healthcare industry management, but also has implications for active aging professionals working in life care communities, rehabilitation and other settings that involve a mix of wellness and medicine.
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Healthcare can learn from hospitality, tech industries
"The consumerization of health care continues to reshape the way that patients engage with providers and experience care.
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