Investments in digital customer experience driven by the Quadruple Aim in

New York, July 19. 2022 (GLOBE NEWSWIRE) — announces the publication of the report “Digital CX Investments Driven by the Quadruple Aim in Healthcare, Global, 2022” –
Contact centers were busy well beyond their capacity, pushing organizations of all sizes to accelerate investments in self-service channels and the cloud.

The big resignation has forced suppliers to invest in improving the employee experience. This study uses an integrated 360-degree research methodology to provide insights from end-user organizations, healthcare experts, and IT analysts. Frost & Sullivan interviewed healthcare decision makers to uncover investment plans over the next year. Unsurprisingly, the pandemic has had a significant impact on customer experience (CX). Key insights from the survey revealed: – Traditional contact center pain points (such as being viewed as cost centers or operating as silos) have declined in importance as contact centers healthcare have been forced to change to cope with the exponential growth of communications with patients. – Providers assess the optimal balance between working from home (WAHA), hybrid and on-site workers. Key considerations include ensuring the stability, reliability, and security of network operations; train agents/supervisors on new applications; and persuade customers to use new channels of interaction. – Healthcare organizations are moving to the cloud to benefit from new technologies, flexibility and lower upfront costs. – Suppliers improve employee retention by providing flexible workplaces/remote work options, creating a fun company environment/culture, giving employees solutions that allow them to take their own/best decisions, implementing a career growth strategy and enhancing employee training and development programs. – Respondents included IT decision makers from hospitals, clinics, medical practices, health systems, health services, residential nursing, and physical therapy organizations. It explores their plans to improve CX expectations as the world recovers from the pandemic. A top priority is improving the employee experience. Channels Covered: Voice, Email/Web Form, Social Media Messaging Apps, Social Media Apps, Mobile Apps, SMS, Chat with Live Agents, Virtual Agents, Video Chat, Cashier/Video Kiosk and IVR. Technologies covered: Conversational AI and virtual assistants/bots, quality monitoring, collaboration tools, performance management, flexible API/CPaaS, eLearning for agents, proactive customer service, gamification and augmented reality. This study is valuable for solution providers to better understand what each industry is looking for to deliver excellent CX and for healthcare organizations to benchmark themselves against the competition and other industries.
Author: Alpa Shah
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Norma A. Roth