Cognizant Customer Experience Management

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ELEVATE CUSTOMER EXPERIENCES

Customer Experience Management

We deliver an omnichannel customer experience powered by modern technology that reduces operating costs and the volume of calls requiring agent intervention.

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<h3>Enable a modern customer experience</h3> <h5>Cognizant<sup>©</sup> Customer Experience Management blends experienced and highly qualified agents with accelerator technology to deliver a consistent and best-in-class experience at reduced cost.</h5> <h5>Cognizant pairs staffing with omnichannel technology, including AI plus agent assist, to deliver a modern CXM solution. Conversational IVR, visual IVR and chatbots encourage self-service for high-volume calls, while agent assist AI and collaboration tools recommend the next best action for agents. These efficiencies deliver immediate cost reductions without client capital expenditure.</h5> <h5>Our global talent pools flex with volume and scope, while our dedicated CXM experts continually champion innovation.</h5>

Next-gen omnichannel experience

Rather than continuing to charge clients to handle every call, we use omnichannel technology that improves efficiency and enables self-service to reduce the calls requiring agent attention.

Member/patient satisfaction without staffing pressure

We provide highly trained global resources to help clients deliver a superior customer healthcare experience, and robust quality assurance and continued training deliver constant improvement.

Immediate cost savings

Our healthcare CXM experts deliver immediate cost savings without capital expenditure through solution packages that include staff and AI accelerators to augment them.

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<h3>How we’ve helped others</h3>

+39%

service level agreement

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45%

call reduction

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12%

average handle time reduction

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+17%

first-call resolution

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<h3>Insights</h3>

2023 Healthcare Provider Automation Survey

Our new survey reveals what motivates hospital and health system executives to pursue automation and generative AI, the opportunities that excite them and their challenges.

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Latest trends in healthcare provider automation

Dr. Scott Schell discusses latest automation trends among healthcare providers, including generative AI.

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Modern healthcare business process solutions

See how Cognizant can help hospitals take costs out of healthcare and succeed in their mission.

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PEAK Matrix Badge for clinical and care management operations 2023

A Leader in Clinical and Care Management (CCM) Operations

Cognizant’s diverse in-house medical talent pool, robust suite of services, flexible BPaaS for care coordination and focus on quality improvement services helped cagtapult us into the leaders category in the Everest Group’s Clinical and Care Management Operations Services PEAK® Matrix 2023.

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PEAK Matrix Badge for revenue cycle management 2023

Cognizant named a Leader in Everest Group’s Revenue Cycle Management (RCM) PEAK Matrix

Cognizant was singled out as one of few providers able to deliver the full RCM suite as a result of our deep technical prowess, broad healthcare expertise, robust partner ecosystem and clearinghouse capabilities.

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Cognizant named a Leader on Everest Group's RCM Platform Providers PEAK Matrix® Assessment 2022

We were chosen for our healthcare domain expertise and end-to-end platform featuring a deep portfolio of revenue cycle management solutions such as pre-claim, patient access, pre-billing, claims, account resolution, and financial management.

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Peak Matrix leader for healthcare customer experience management

Cognizant named a Leader in Everest Group’s PEAK Matrix® for CXM Services for Healthcare 2022

We emerged as a Leader in this first-time report due to our strong domain presence in healthcare, robust digital-first offerings, and competent global delivery network for servicing payers and providers.

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Cognizant named a leader in healthcare payer operations

Everest Group cites our strength in vision and strategy, scope of services such as BPaaS, focused investments in areas including automation and advanced analytics as well as our diversified delivery presence as key factors for our leadership position.

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