Digital health has maintained a consistent growth trajectory and continues to address the multi-faceted challenges that plague the industry. The primary focus is investing in technology that helps organizations move toward the Quintuple Aim of the healthcare framework, which includes improving population health, enhancing patient experience, lowering costs, improving staff experience, and advancing health equity.Customer Perspectives
Digital health continues to grow steadily, addressing the various challenges that plague the industry. Healthcare providers are investing in technology that helps organizations deliver on the Quintuple Aim of the healthcare framework, which includes improving population health, enhancing patient experience, lowering costs, improving staff experience, and advancing health equity.
Generative AI will be integral to a healthcare organization’s digital strategy. The focus will be on adoption across clinical and operational use cases. Conversational AI-based products flooded the market to address provider burnout. The focus was on utilizing different AI models to tackle diverse challenges.
Top healthcare contact center organization goals in 2024 include improving brand loyalty and awareness, deploying AI technologies to improve EX and CX, and attracting and retaining talent.
The most significant CX Priorities are building customer trust and ensuring security.
Only 20% of organizations deliver omnichannel customer journeys, leaving a huge gap between customer expectations and positive customer experiences.
The primary goals of this study are to establish the size of corporate budgets for the purchase of channels, applications, and solutions in the contact center environment across industries and to understand purchase trends. It also investigates the factors that influence product selection. Decision makers from the 139 healthcare organizations such as:
- Hospital activities
- General medical practice activities
- Specialist medical practice activities
- Dental practice activities
- Residential nursing care activities
- Residential care activities for mental retardation, mental health, and substance abuse
- Residential care activities for the elderly and disabled
- Other residential care activities
Table of Contents
Research Methodology
Global Transformational Health Research Team Insights on Digital Healthcare
Investment Priorities & Critical Decision-Making Factors
Benefits of AI Infusion for Agent Optimization and Self-Service
Seamless Customer Journeys Collaboration
The 2024 Contact Center Award
Appendix
Best Practice Recognition
Next Steps
Companies Mentioned (Partial List)
A selection of companies mentioned in this report includes, but is not limited to:
- Orlando Health
- Aflac
