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Customer Care in Healthcare: A Trend That Moves the Needle

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Whether it’s online, in-person, or multichannel, customer experience (CX) is a key differentiator for any businesses – and healthcare organizations are no exception. The healthcare industry will need to stay on top of key driving consumer care trends and emerging technologies, as a new level of service and engagement has become the norm. According to research and advisory firm Forrester,

Nearly 75% of US online adults have used or are interested in using at least one remote health support service (via phone, email, text chat, video chat). Interest in using virtual reality for healthcare is also growing sharply, with 37% of U.S. online adults expressing an interest.

Extending beyond the front-end purchase experience, CX encompasses the total journey of a customer’s interactions with your brand. Customer care, how well customers are taken care of while they interact with your brand, is a giant piece of the customer experience pie.

Consumers are digitally savvy, well-informed, and more demanding than ever. Forrester, also states that customers expect easy, effective and deeply personal service.

Just as critical as the quality of your products and services is how well you provide personalized software-based experiences to customers. From managers to CIOs, IT and customer service leaders must consider the quality of their customer care today and what it needs to be tomorrow.

Are you prepared to provide a seamless experience across multiple channels to resolve the issue quickly and easily? Are the right tools and strategies in place to do so? Are you capturing analytics and data in the most accurate and efficient way?

Investing in resources that digitally transform customer care will not only provide a competitive advantage, but it can facilitate better patient care and improve outcomes. Learn more about key consumer care trends to focus on in our guide Top Technology Trends for Smarter, Strategic Customer Care.

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Cynthia Koeneker

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