Nora Huin 
Uncover the importance of making life easier for your customers with a seamless customer experience. This piece offers a real-life example of disjointed customer experience and discusses how such experiences can impact customer satisfaction and brand reputation.
One of three public healthcare clusters in Singapore, the National University Health System (NUHS) consists of 3 Acute Hospitals, 3 National Centres, 2 Community Hospitals, 7 Polyclinics, 3 Medical Schools, Family Medicine Clinics and Primary Care Networks. With such an extensive network, it’s critical to ensure a seamless user experience across all institutions.
Thus began their transformation journey to integrate 4 separate call centres into a single platform. Find out how NUHS went from paper notes and Excel to a powerful omnichannel platform that not only transformed their operations, but enabled them to reduce their Call Abandonment Rate from a peak of 40% to under 3% consistently.
Rosaline Oh 
Angie Yeo