CX Growth Opportunities in the Healthcare Industry 2024 to 2025

CX Growth Opportunities in the Healthcare Industry 2024 to 2025

Customer Perspectives

RELEASE DATE
23-May-2024
REGION
Global
Deliverable Type
Customer Research
Research Code: KA15-01-00-00-00
SKU: IT_2024_750
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SKU
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$4,950.00
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Description

Digital health has maintained a consistent growth trajectory and continues to address the multi-faceted challenges that plague the industry. The primary focus is investing in technology that helps organizations move toward the Quintuple Aim of the healthcare framework, which includes improving population health, enhancing patient experience, lowering costs, improving staff experience, and advancing health equity.

Digital health continues to grow steadily, addressing the various challenges that plague the industry. Healthcare providers are investing in technology that helps organizations deliver on the Quintuple Aim of the healthcare framework, which includes improving population health, enhancing patient experience, lowering costs, improving staff experience, and advancing health equity.

Generative AI will be integral to a healthcare organization’s digital strategy. The focus will be on adoption across clinical and operational use cases. Conversational AI-based products flooded the market to address provider burnout. The focus was on utilizing different AI models to tackle diverse challenges.

Top healthcare contact center organization goals in 2024 include improving brand loyalty and awareness, deploying AI technologies to improve EX and CX, and attracting and retaining talent.

The most significant CX Priorities are building customer trust and ensuring security.

Only 20% of organizations deliver omnichannel customer journeys, leaving a huge gap between customer expectations and positive customer experiences.

The primary goals of this study are to establish the size of corporate budgets for the purchase of channels, applications, and solutions in the contact center environment across industries and to understand purchase trends. It also investigates the factors that influence product selection. Decision makers from the 139 healthcare organizations such as:

•     Hospital activities
•     General medical practice activities
•     Specialist medical practice activities
•     Dental practice activities
•     Residential nursing care activities
•     Residential care activities for mental retardation, mental health, and substance abuse
•     Residential care activities for the elderly and disabled
•     Other residential care activities

Author: Alpa Shah

Table of Contents

An Integrated Approach Provides a 360-Degree Perspective

Research Objectives and Methodology of Customer Survey

Healthcare Growth Environment

Digital Health Trends in 2024

Digital Healthcare Predictions for 2024 Based on Events in 2023

Key Findings from the 2024 Contact Center Decision-Maker Survey

Call Deflection is a Top Priority but Voice Still Reigns

Customer and Agent Retention are Top Priorities for Healthcare

Customer Trust is of Utmost Important in the Contact Center Environment

Critical Decision-Making Factors

Self-Service Grows, but AI Needs Some Tweaking

AI Investments Across the Contact Center Solution Suite

High Expectations for GenAI to Boost Analytics Capabilities

Omnichannel Customer Journey Capabilities Lag Far Behind Customer Expectations

Benefits of Tightly Integrating UCaaS and CCaaS

Hybrid Workforce—Orlando Health Wins the “Get Up Stand Up Award”

Aflac

Growth Opportunities Fuel the Growth Pipeline Engine™

Why is it Increasingly Difficult to Grow?

The Strategic Imperative 8™

Best Practice Recognition

Frost Radar

Benefits and Impacts of Growth Opportunities

Next Steps

Take the Next Step

Legal Disclaimer

Digital health has maintained a consistent growth trajectory and continues to address the multi-faceted challenges that plague the industry. The primary focus is investing in technology that helps organizations move toward the Quintuple Aim of the healthcare framework, which includes improving population health, enhancing patient experience, lowering costs, improving staff experience, and advancing health equity. Digital health continues to grow steadily, addressing the various challenges that plague the industry. Healthcare providers are investing in technology that helps organizations deliver on the Quintuple Aim of the healthcare framework, which includes improving population health, enhancing patient experience, lowering costs, improving staff experience, and advancing health equity. Generative AI will be integral to a healthcare organization s digital strategy. The focus will be on adoption across clinical and operational use cases. Conversational AI-based products flooded the market to address provider burnout. The focus was on utilizing different AI models to tackle diverse challenges. Top healthcare contact center organization goals in 2024 include improving brand loyalty and awareness, deploying AI technologies to improve EX and CX, and attracting and retaining talent. The most significant CX Priorities are building customer trust and ensuring security. Only 20% of organizations deliver omnichannel customer journeys, leaving a huge gap between customer expectations and positive customer experiences. The primary goals of this study are to establish the size of corporate budgets for the purchase of channels, applications, and solutions in the contact center environment across industries and to understand purchase trends. It also investigates the factors that influence product selection. Decision makers from the 139 healthcare organizations such as: Hospital activities General medical practice activities Specialist medical practice activities Dental practice activities Residential nursing care activities Residential care activities for mental retardation, mental health, and substance abuse Residential care activities for the elderly and disabled Other residential care activities Author: Alpa Shah
More Information
Deliverable Type Customer Research
Author Alpa Shah
Industries Information Technology
No Index No
Is Prebook No
Podcast No
Predecessor K8A8-01-00-00-00
WIP Number KA15-01-00-00-00