Creating Better Customer Experiences Using Artificial Intelligence and Sentiment

phs Group have a relentless commitment to simple, effortless, relevant, and valued customer experiences and Ryan Davies, our head of customer experience and business transformation, shares more about a recent prestigious customer award nomination and what else we do for customers. 


Leading the way for customers 

The Institute of Customer Service are the UK’s leading authority on everything customer service and advocates of service excellence. Landing a finalist nomination in their customer satisfaction awards 2023 is extra special. 


The nomination in the Best Application of Technology category is for our innovative deployment of the Wordnerds customer text analysis tool to understand how a customer feels across multiple touchpoints. This includes customer satisfaction surveys, customer complaints and feedback via MyPHS, our customer portal.  


The tool goes beyond natural language processing and uses artificial intelligence with linguistics to understand customer sentiment, giving us actionable data and insight. It is thanks to our customers and their valuable feedback that we secured the nomination. 


Our collaboration partners at Wordnerds have also loved seeing how phs are using the tool. Lyndsay Stenhouse, their customer success manager, said: “Working with phs is an absolute joy as their drive to find the true voice of the customer is so evident. They have pushed the boundaries of their initial use case to explore what the Wordnerds technology is capable of, demonstrating their passion for customer experience through the action driven by insights they have uncovered.” 


So, what have we done with the insight and feedback?  

In short, lots! Continuous improvements include an invoice explainer and content for phs Serve, our customer culture training programme. We also use the Wordnerds tool for our employee engagement surveys to assess how an employee feels, reinforcing the link between great employee experience and great customer experiences. 


The countdown is now on to the 7th of March awards night, but in the meantime, we will be continuing to look for more solutions to make working with phs as easy and seamless as possible. 


Digital tools for customers in 2022 

We are all used to using technology in our everyday lives, from ordering shopping via Alexa to paying for a pint on our phone. phs continues to evolve its digital customer service tools, including online pre-acceptance audits for healthcare customers and the MyPHS customer portal.  


Did you know you can find lots of useful information on MyPHS? It is an effortless way for you to manage your phs account, 24 hours a day, 7 days a week. It is a secure space where you can see and action important phs related documents.  


You can also see your service information; when we are due to visit, proof of service and service history. You can also contact us through your online account should you need to ask us a question or raise a query. We will already know who you are, and our experts can get to work straight away! Just visit 


Want more info? 

You can find extra detail about who phs Group are up against on March 7th by visiting the Institute of Customer Service 2023 awards page here. 

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