Table of Content

Summary of Key Findings
Summary of Key Findings
Strategic Objectives and Analytics Approach
Strategic Objectives of this Study
Healthcare Industry Priorities
State of the Healthcare Industry
Quadruple Aim of Healthcare Providers
CX Strategic Priorities in Healthcare, Global, 2023
Healthcare IT Decision-Maker Survey Research Methodology
Research Methodology & Respondent Profile
Investments in Applications Explored
Contact Center Goals
Attracting and Retaining Talent is a Top Goal
Improving Self-Service Capabilities is a Top CX Priority
Investment Plans 2023 to 2024
Most Healthcare Organizations will Increase Investments in Contact Center Solutions in 2023
Voice Reigns While Virtual Agents Grow
As Organizations Aim to Provide Holistic Patient Care—Customer Journey Analytics are a High Priority
Top AI Technologies Acquired to Tackle Rising Costs and Network Security
IT Departments Opt for Solutions that are Easy-to-Implement, Manage, and Use
Proven Return on Investment (ROI) Compels Healthcare Providers to Overhaul the Entire Contact Center
Agent Engagement Strategies
Attrition Higher in Sectors that Require Agents to Have More Knowledge/Skills
How Organizations will Keep Employees on Board—Flexible Locations is No Longer a Top Initiative
Channel Trends and Customer Satisfaction
The Healthcare Industry Fares Well with Live Chat Sessions as Compared to Other Industries
Channel Dynamics—Last 12 Months
Patients are Frustrated with Agent Discontent and Lack of Personalized Care
AI-Infused Contact Center Technologies Needed to Improve Live Chat Interactions
Lack of Personalization in the Email Channel Can be a Significant Challenge for Healthcare Organizations
Cost of Implementation is a Hurdle to Delivering Omnichannel Customer Experiences
Considerable Growth in the Use of Virtual Agents
Unmet Needs Drive Trends in Healthcare CX
Unmet Needs Driving Trends in Healthcare
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)
Improving Collaboration has Become a Top Healthcare Priority
Work-from-Home (WFH) Model will Continue to Exist and Thrive
Employee Satisfaction is a Top Priority
Proactive Outreach is a Competitive Advantage
Companies to Action
Independent Health Delivers on Member-First Philosophy with Omnichannel Capabilities
AmeriHealth Leverages Agent-Assist to Improve Employee Performance and Experience
Health Claims Management (HCM) Invests in Agent Optimization
Leading Provider of Integrated Healthcare Products in the U.S. Deploys Analytics
Leading Global Provider of Medical Devices Improves Quality with Automation
Appendix
Growth Opportunities Fuel the Growth Pipeline Engine™
Why is it Increasingly Difficult to Grow?
The Strategic Imperative 8™
List of Exhibits
List of Exhibits (continued)
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