CX Growth Opportunities in the Healthcare Industry 2024 to 2025
Customer Perspectives
23-May-2024
Global
Customer Research
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
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
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Deliverable Type | Customer Research |
---|---|
Author | Alpa Shah |
Industries | Information Technology |
No Index | No |
Is Prebook | No |
Keyword 1 | Healthcare Industry Cx Trends |
Keyword 2 | Healthcare Market Strategic Insights |
Keyword 3 | Healthcare Cx Innovations 2024 |
Podcast | No |
Predecessor | K8A8-01-00-00-00 |
WIP Number | KA15-01-00-00-00 |