target audience: TECH BUYER  Publication date: Mar 2023 - Document type: IDC Perspective - Doc  Document number: # US50475323

Driving Healthcare Consumer Experience and Engagement Through Technology

By:  Jennifer Eaton Loading


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This IDC Perspective examines the next frontier in customer experience: the precarious balancing act of technology-augmented workflows and supported journeys paired with empathy at scale that sustains the humanization of healthcare. Healthcare organizations, facing a myriad of challenges including labor shortages, inflation, burnout, and regulatory changes, must now acknowledge and embrace the evolving customer sentiment regarding what constitutes a great healthcare experience. This IDC Perspective draws on research including healthcare organization strategies and priorities related to customer engagement and experience and provides insights into technology solutions that will enable these organizations to further differentiate themselves in the market while building a better relationship with customers.

"Though customers are demanding a more individualized approach to meet self-proclaimed priorities of ease and convenience and organizations are answering this call by adopting technology to become more efficient and effective, we must not overlook the core fundamentals of relationship and trust building," notes Jennifer Eaton, research director, IDC Health Insights. "Organizations that can strike the delicate balance between personalizing the technology support and streamlining the human aspect will crack the code on the patient engagement conundrum. To accomplish this, technology centered on data collection, analytics, and AI will be needed to reduce our current barriers and pave the path for scalable and sustainable success."


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