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.
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