Best Use of Technology – American Medical Association

American Medical Association implemented an enterprise-wide customer experience (CX) program to deliver a seamless experience by identifying and addressing obstacles.

Utilizing CX innovations and technology to solve customer and business challenges, the organization managed to:

• reach 99.99% compliance
• reduce channel switching and increase user sessions
• accelerate customer closure
• reduce repeat contacts and more!

All these achievements contributed to improved customer experience, increased access to AMA value, enhanced employee productivity, and higher enterprise impact.

This case study won the gold award in the Best Use of Technology category at the US Customer Experience Awards 2023.