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Digital CX Investments Driven by the Quadruple Aim in Healthcare, Global, 2022
Employee Experience (EX) Becomes a Top Business Priority
29-Jun-2022
North America
Customer Research
K7B6-01-00-00-00
IT04543-NA-CR_26672
The healthcare industry was hit hard by the pandemic as it tackled the toughest of challenges around the globe- slowing down the virus, managing hospital capacity, keeping its staff safe, and ensuring patient privacy and confidentiality. Contact centers were busy far beyond capacity, driving organizations of all sizes to accelerate investments in self-service channels and the cloud. The great resignation forced providers to invest in improving the employee experience.
This study uses an integrated 360-degree research methodology to provide insights from end-user organizations, healthcare experts and IT analysts.
Frost & Sullivan surveyed decision-makers in the healthcare industry to discover investment plans over the next year. Not surprisingly, the pandemic had a significant impact on customer experience (CX). Key insights from the survey revealed:
- Traditional pain points for contact centers (such as being seen as cost centers or operating as silos) faded away in importance as healthcare
facilities were forced to change to deal with the exponential growth in communications with patients.
- Providers are evaluating the optimal balance of work-at-home (WAHA), hybrid, and on-site workers. Key considerations include ensuring the
stability, reliability, and security of network operations; training agents/supervisors on new applications; and persuading customers to use new
interaction channels.
- Healthcare organizations are moving to the cloud to benefit from new technology, flexibility, and reduced upfront costs.
- Providers are improving employee retention by providing flexible work locations/remote work options, creating a fun environment/corporate
culture, empowering employees with solutions that allow them to make their own/better decisions, implementing a career growth strategy, and
improving employee training & development programs.
- Respondents included IT decision-makers from hospitals, clinics, medical practices, health systems, health services, residential nursing, and
physical therapy organizations. It explores their plans to improve CX expectations as the world recovers from the pandemic. A top priority is
improving the employee experience.
Channels covered: voice, email/web form, social media messaging apps, social media apps, mobile apps, SMS, Chat with live agents, virtual agents, video chat, video teller/kiosk, and IVR.
Technologies covered: conversational AI & virtual assistants/bots, quality monitoring, collaboration tools, performance management, flexible APIs/CPaaS, eLearning for agents, proactive customer care, gamification, and augmented reality.
This study is valuable for solution providers to better understand what each industry seeks in delivering excellent CX and healthcare organizations to benchmark themselves against the competition and other industries.
Author: Alpa Shah
Introduction
Introduction (continued)
An Integrated Approach Provides a 360-Degree Perspective
Quadruple Aim of Healthcare Providers
CX Investment Priorities in Healthcare, Global, 2022
Growth Opportunities for Healthcare Providers
Patient-First Philosophy—Delivering Excellent Customer Care is Critical for Healthcare Organizations
Patient-First Philosophy—Delivering Excellent Customer Care is Critical for Healthcare Organizations (continued)
Shift to Cloud will Accelerate Innovation and Improve Customer Satisfaction (CSAT) for Healthcare Providers
Improving Collaboration has Become a Top Healthcare Priority
Work-from-Home (WFH) Model will Continue to Exist & Thrive
Employee Satisfaction is a Top Priority
Proactive Outreach is a Competitive Advantage
Digital Trends in Healthcare: Growth Opportunities from COVID-19 Impact, Global, 2020 to 2021
Prediction 1—Chatbots Will be the First Point of Contact for a Majority of Primary Care Interactions; Conversational AI Finds Stronger Use Cases
Prediction 2—2022 Will See Strong Developments in the U.S. Interoperability Space Driving the Need for Enriched Data Information Systems
Prediction 3—Platforms Targeted at Virtual Care Management Gain Wider Acceptance among Providers Globally to Support Patients Throughout the Care Continuum
Prediction 4—Behavioral Health Solutions will Focus on Quality Outcomes as They Progress toward Value-based Healthcare in Depression
Prediction 5—Shifts in U.S. Care Delivery Models will Prevail with the Aim of Healthcare Equity
Research Objectives and Methodology
Applications
Research Methodology
Key Findings
Healthcare Industry: Top Business Goals Rated as “Crucial” or “Very Important”, Global, 2022
Healthcare Industry: Top Employee Engagement Initiatives and Attrition Levels in Contact Centers, Global, 2022
Healthcare Industry: Top Five: What Makes Customer-Facing Employees Happy?, Global, 2022
Healthcare Industry: IT/Telecom Challenges, Global, 2022
Healthcare Industry: Impact of COVID-19 on Digital Transformation Strategy, Global, 2022
Healthcare Industry: Migration of Applications to the Cloud, Global, 2022
Healthcare Industry: Digital Transformation Plans, Global, 2022
Healthcare Industry: CX Investments Compared with CX Priorities, Global, 2022
Healthcare Industry: Interaction Channel and AI Investment Plans, Global, 2022
Healthcare Industry: Customer Satisfaction Levels of Voice Vs. Self-Service Channels, Global, 2022
Healthcare Industry: CX Technology Investments, Global, 2022
Healthcare Industry: Integration Preferences for CX Solutions, Global, 2022
Healthcare Industry: Omnichannel Capabilities, Global, 2022
Healthcare Industry: Contact Center Metric Trends and Analytics Deployment Plans, Global, 2022
Healthcare Industry: Metrics Used to Evaluate CX Success, Global, 2022
Healthcare Industry: Purchase Decision Making Factors for CX Solutions Rated as a Must-Have or Desired Factor, Global, 2022
Strategic Imperatives: Healthcare Industry, Global, 2022
Strategic Imperatives: Healthcare Industry, Global, 2022 (continued)
List of Exhibits
Legal Disclaimer
List of Figures
- Healthcare Industry: Extremely Likely* Employee Engagement Initiatives, Global, 2022
- Healthcare Industry: Attrition Levels in Contact Centers, Global, 2022
- Healthcare Industry: Impact of COVID-19 on Technology Investments, Global, 2022
- Healthcare Industry: Top Five Digital Transformation Priorities Due to COVID-19, Global, 2022
- Healthcare Industry: How the Healthcare Industry Measures their Digital Transformation Success, Global, 2022
- Healthcare Industry: Technology Investments, Healthcare Industry, Global, 2022
- Healthcare Industry: Top Five CX Priorities, Global, 2022
- Healthcare Industry: Factors Driving CX Investments, Global, 2022
- Healthcare Industry: Interaction Channel Investment Plans, Global, 2022
- Healthcare Industry: AI Investment Plans, Global, 2022
- Healthcare Industry: Level of Channel Integration, Global, 2022
- Healthcare Industry: What Prevents Companies from Delivering an Omnichannel Experience, Global, 2022
- Healthcare Industry: Analytics Deployment Plans, Global, 2022
- Healthcare Industry: Contact Center Metric Trends, Global, 2022
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