Healthcare: Shifting Customer Expectations Require A Focus On Customer Experience
Covid-19 and healthcare experts working remotely gave healthcare CX systems an epic stress test, or a huge influx of questions from consumers needing immediate and critical healthcare information. The results showed today’s healthcare CX systems, generally comprised of human agents in contact centers and government agencies and websites, are based on a pre-Covid-19 paradigm that is not prepared for a post-pandemic reality. Healthcare organizations planning a path forward will continue to face significant challenges such as managing rising care costs, adopting new models of healthcare delivery driven by consolidation, a shrinking medical provider workforce, and more. Those organizations that manage and deliver unparalleled customer experiences have a strategic advantage in meeting those challenges and winning over customers in this rapidly evolving industry. Full article: https://www.forbes.com/sites/forbesbusinesscouncil/2021/06/01/healthcare-shifting-customer-expectations-require-a-focus-on-customer-experience/?sh=6182d4dc1913
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