State of customer experience in Healthcare

Healthcare firms today must focus on building convenient, connected experiences that deliver empathy across the customer journey.

Major trends in healthcare are providing a new paradigm for service interactions that not only focus on providing expert patient care but also on delivering a superior customer experience (CX). “The state of customer experience,” a new Genesys report, reveals that CX leaders at healthcare organisations are focusing their improvements in three key areas: using data and AI for customer understanding and personalisation; workforce training and engagement; and enhancing data capabilities for real-time insights, analytics and reporting.

This report provides healthcare CX leaders with insight on the shifts driving these priorities, as well as information on how best to address them. It also spotlights how two top healthcare companies are reinforcing brand trust and shifting from payor to adviser through their CX improvements. Download the report today to explore how a focus on these three strategic CX priorities can help you achieve your business goals.

This report helps you:

  • Focus on the journey to reshape patient and provider experiences
  • Use AI, data and cloud tech to listen and understand
  • Empower agents with tools that make their work easier