Omni-Channel Healthcare Reality: Omni-Channel Communications Use Will Triple Even as Print Usage Grows, IDC Says
01 Jun 2015
FRAMINGHAM, Mass., June 1, 2015 – Driven by changes in user behavior and a strong desire to increase member satisfaction, health insurers are going with what works – a little bit of everything. The percentage of organizations distributing most or all of their communications via multiple media channels is set to more than triple – from 3% to 15% -- over the next two years. New survey results from International Data Corporation (IDC) show that at the same time the percentage of health insurers who distribute most or all of their member messaging in print is set to increase from 34% to more than 55%.
"This is a fascinating finding and, frankly, highlights the need to understand specific industry trends," said Terry Frazier, Research Director for IDC's Smart Customer Engagement and Document Solutions research. "Most broad-based surveys show print usage remaining static or declining, but that isn't always the case. Just as important is the fact that digital channel usage is growing significantly at the same time."
Results come from IDC's detailed survey of 100 healthcare payers and 200 healthcare providers on issues regarding customer engagement and customer experience related to business communications. The survey covered marketing and customer engagement; management structure and customer communication management (CCM) maturity; business drivers; success factors and challenges; operations and outsourcing; and IT issues. Detailed information areas include:
- Types of communications produced and how they will be distributed across all channels over the next 12-24 months.
- Top-ranked business drivers across four specific business areas.
- Outsourcing preferences, by media channel.
- Top-ranked criteria and features for choosing CCM solutions.
- Budgeting expectations and plans.
The increased availability of omni-channel capabilities will continue to drive customer engagement and customer communication management technology decisions.
The IDC multi-client study, Document Strategies for Customer Communication Management: Healthcare, presents the findings of IDC's comprehensive healthcare market survey. Conducted in early spring 2015, this US-based, online survey examines customer communications management use, digital media channel trends, outsourcing preferences, feature importance, and more. The study deliverables include more than 500 detailed data tables with over 400 charts and graphs for analysis.
To learn more about this multi-client study, please contact your IDC sales representative, or IDC sales at 508-988-7988 or email@example.com.
International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications, and consumer technology markets. With more than 1,100 analysts worldwide, IDC offers global, regional, and local expertise on technology and industry opportunities and trends in over 110 countries. IDC's analysis and insight helps IT professionals, business executives, and the investment community to make fact-based technology decisions and to achieve their key business objectives. Founded in 1964, IDC is a subsidiary of IDG, the world's leading technology media, research, and events company. To learn more about IDC, please visit www.idc.com. Follow IDC on Twitter at @IDC.
ContactFor more information, contact: