헬스케어 업계에서 CX의 성장 기회(2024-2025년)

Customer Perspectives

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

Table of Contents

Research Methodology

• An Integrated Approach Provides a 360-Degree Perspective
• Research Objectives and Methodology of Customer Survey

Global Transformational Health Research Team Insights on Digital Healthcare

• 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

Investment Priorities & Critical Decision-Making Factors

• 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

Benefits of AI Infusion for Agent Optimization and Self-Service

• Self-Service Grows, but AI Needs Some Tweaking
• AI Investments Across the Contact Center Solution Suite
• High Expectations for GenAI to Boost Analytics Capabilities

Seamless Customer Journeys Collaboration

• Omnichannel Customer Journey Capabilities Lag Far Behind Customer Expectations
• Benefits of Tightly Integrating UCaaS and CCaaS

Frost & Sullivan 2024 Contact Center Award

• Hybrid Workforce-Orlando Health Wins the "Get Up Stand Up Award"
• Aflac

Appendix

• Growth Opportunities Fuel the Growth Pipeline Engine™
• Why is it Increasingly Difficult to Grow?
• The Strategic Imperative 8™

Best Practice Recognition

• Best Practice Recognition

Frost Radar

• Frost Radar

Next Steps

• Benefits and Impacts of Growth Opportunities
• Next Steps
• Take the Next Step
• Legal Disclaimer