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Competitive Intensity Heightens Prioritization of CX
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With 99% of healthcare organizations in some stage of digital transformation, it’s clear that stakeholders understand the value of IT solutions. Digital health solutions offer great promise for new care delivery models, expanded access, better patient outcomes, and improved operational efficiency. Advanced technologies can help them deal with a myriad of problems that are common around the world. These include an aging population, the rising prevalence of chronic diseases, anticipated medical staff shortages, long wait times (for appointments and in crowded offices), quality-of-care concerns, and the need for a common technology platform. Leveraging cloud-based information technology (IT) has become a priority to capitalize on the vast new resources of clinical, financial, socioeconomic, and other data generated across the health ecosystem and captured by electronic health records (EHR), connected medical devices, smartphones, and wearables. Robust data sets can be used to develop new insights, which help improve the quality and efficiency of healthcare and deliver new, innovative IT solutions that engage consumers.Composed primarily of revenue associated with billing systems and services, this market is increasingly incorporating advanced and specialty technologies such as analytics, cybersecurity, and telemedicine. Needless to say, COVID-19 has had a tremendous impact on this industry. It continues to relentlessly test healthcare organizations around the globe, causing swift changes to regulations, methods of care, and technology usage.The overall research objective of this study is to measure the current use and future decision making behavior toward information technology (IT) within the healthcare sector, specifically: smart phones, tablets, mobile apps, unified communications and collaboration, Internet of Things and machine-to-machine (M2M) communications, social media management and marketing tools, infrastructure and data centers, big data and analytics, digital marketing, customer experience management, cybersecurity, and ERP/supply chain management/HR Management.
Privacy and security are the primary concerns of using AI. Fears on losing the human touch with co-workers, patients, and partners are valid. Each organization must find its own optimal balance of the human vs. AI equation and invest in the solutions that help the company achieve its top goals.
Delivering a holistic customer journey is top of mind among healthcare organizations . Delivering solutions that allow for seamless integration of channels and achieve CX goals across departments will be advantageous for vendors.
Telehealth and virtual care are here to stay for the long run. This creates great opportunity for unified communications and collaboration and contact center solution providers because connecting patients with agents, nurses, physicians, technicians, pharmacies, health supplies, and medical device manufacturers, among others, is critical to improving patient care and customer satisfaction.
Ensuring customer trust is a top CX priority when making purchase decisions for healthcare organizations. CX solutions that help these organizations gain customer trust will be the winners.
COVID-19 shut the entire world down in a matter of days. It continues to impact economies around the globe as lives are lost, and staying healthy trumps every other need. The pandemic's most significant insights are that a disaster recovery plan is essential, and being an agile organization enables swift organizational changes to meet customers' urgent needs. Thus, companies that invest in automation and self-service tools that boost, not hurt CX, will thrive.
Author: Alpa Shah
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