Trends for Patient Experience Success

Author: Robin Gareiss, CEO and Principal Analyst

Not available for licensing.

Bringing Customer Experience Technologies to Patient Care

Patient experience is becoming increasingly vital to healthcare providers for myriad reasons, and traditional customer experience (CX) technologies are helping healthcare organizations improve.

Healthcare spending on patient experience technology is strong, at 4.0% of revenue or $5,826 per employee, according to Metrigy’s Customer Experience MetriCast 2023 global research study of 1,695 companies. Spending is higher than the overall, all-industry average of 2.8% and $3,350, respectively.

Established technologies, including contact center and workforce optimization (WFO), receive the highest percent of the overall patient experience spending. For example, the healthcare industry today spends 32.5% of its patient experience budget on contact center vs. 25.5% for all industries, on average.

But trending shows an increased focus on four emerging technologies with high return-on-investment. They include artificial intelligence (AI); Voice of the Patient; digital channels for a more customized patient journey; and cloud-based platforms and applications.

Table of Contents

• Bringing Customer Experience Technologies to Patient Care
  • Why Healthcare Needs a Strong Patient Experience Strategy
  • Healthcare Industry Overview
  • Leadership Goals for Patient Experience Technology
• AI’s Impact on Healthcare Patient Experience
  • AI Should be Top Priority for Patient Experience
    • Virtual Assistants for Patients
    • Agent Assist for Patient Care Representatives
    • Workflow Automation for Employee Efficiency
    • Generative AI
• Voice of the Patient Delivers Analytics to Improve Satisfaction
• Digital Patient Journey: Knowledge is Power
• Cloud/Hybrid Cloud Makes CX Innovations Easier
• Conclusions and Recommendations